Technology readiness and mobile self-service technology adoption in the airline industry: An emerging market perspective
Open accessAbstract
Orientation: While mobile applications are seen as the way forward for airlines and airports alike, not much is known about consumers’ readiness to adopt such self-service technologies. This is important because of lower than expected adoption rates of traditional self-service technologies (online websites and check-in kiosks) in the airline industry.Research purpose: The purpose of this study was to determine passengers’ level of technology readiness and its influence on their adoption of mobile self-service technologies in the airline industry of South Africa.Motivation for the study: To ensure the adoption of mobile self-service technologies in the airline industry, it is necessary to uncover consumers’ readiness and adoption behaviours towards such technologies.Research design, approach and method: Primary data were collected from 315 respondents using a structured questionnaire. The sample comprised South African citizens who had travelled using an airline either domestically or internationally within the previous 12 months. Regression analysis was used to test hypotheses posited in the study.Main findings: The findings showed that airline self-service mobile application adoption is influenced by technology readiness, perceived ease of use and perceived usefulness; both perceived ease of use and perceived usefulness are influenced by technology readiness; and perceived ease of use strongly influences perceived usefulness regarding airline mobile self-service application adoption.Practical/managerial implications: Effective communication aimed at enhancing the perception that airline self-service mobile applications are easy to use is essential to increase the adoption of mobile applications in the airline industry.Contribution/value-add: The article contributed by applying the TRAM construct to the use and adoption of self-service mobile applications in the airline industry. In addition, the study also integrated the recently refined TRI 2.0 into the TRAM construct (TRAM 2.0).
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Chen et al. [54], Lin and Hsieh [56], and Smit et al. [66] revealed that insecurity is a predictor of consumer intention to use new technology.
“Chen et al. [54], Lin and Hsieh [56], and Smit et al. [66] revealed that insecurity is a predictor of consumer intention to use new technology.”
From Consumer Adoption of Online Food Delivery Ordering (OFDO) Services in Pakistan: The Impact of the COVID-19 Pandemic Situation (2021) · cites this paper as Smit et al. [66]
Cites
Parasuraman, A. (2000) · Journal of Service Research · doi:10.1177/109467050024001 · Cited by 3,328 · see citing works
Hajli, N., & Lin, X. (2016) · Journal of Business Ethics · doi:10.1007/s10551-014-2346-x · Cited by 321 · see citing works
Flagged first, then by citations
Cited by
Sorted by citations
Ali, S., Khalid, N., Javed, H. M. U., & Islam, D. M. Z. (2021) · Journal of Open Innovation: Technology, Market, and Complexity · doi:10.3390/joitmc7010010 · Cited by 202 · see citing works
“This is in agreement with past studies that found discomfort as a driver of consumer intention to adopt self-service technologies [56,62,66].”
BackgroundResult
- Authors
- Smit, C., Roberts-Lombard, M., & Mpinganjira, M.
- Affiliations
- University of Johannesburg (ZA)
- Venue
- Acta Commercii
- Publisher
- AOSIS
- Published
- 2018-09-26
- Volume
- 18
- Issue
- 1
- ISSN
- 1684-1999 (ISSN-L)
- 2413-1903
- OpenAlex
- W2892808803
- Cited by
- 26
- References
- 2
- Citations by year
- 2025: 3 · 2024: 7 · 2023: 5 · 2022: 3 · 2021: 4 · 2020: 4
- FWCI
- 2.84
- Type
- journal article
- Language
- en
- Open access
- gold
- doi.org
- Locations
- Acta Commercii (publishedVersion, cc-by)
- DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion)
- Funders
- University of Johannesburg
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
- Social Sciences › Economics, Econometrics and Finance › General Economics, Econometrics and Finance › Aviation Industry Analysis and Trends
- Keywords
- technology readiness, airline passengers, mobile application, perceived ease of use, perceived usefulness, emerging markets, South Africa
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
