The Influence of Airport Self-Service Technology on Perceived Use of Ease, Usefulness, Enjoyment and Behavioral Intention of Passengers in Davao City

Abstract

This study aimed to investigate the influence of airport self-service technology on perceived use of ease, usefulness, enjoyment, and behavioral intention of passengers in Davao City, Philippines.  Adopted survey questionnaires were given to a sample of 404 passengers in Davao City International Airport who have used the self-service kiosk upon check-in. This study employed nonexperimental design utilizing a descriptive correlation technique. The statistical tools used were frequency, mean, and Pearson r. Results revealed that when determining the level of perceived use of ease, usefulness, and enjoyment of passengers in Davao City International Airport, it was found to be very high or very much observed concerning perceived ease of use, usefulness, and enjoyment. The level of behavioral intention of passengers at Davao City International Airport was very high. The level of airport self-service technology quality of passengers in Davao City International Airport in terms of functionality, assurance, design, enjoyment, convenience, customization, and security or privacy.  It is important to have self-service technology in the airport because it provides convenience and time-saving benefits to customers.  You see this most commonly in retail stores with self-checkout systems and restaurants that enable customers to customize their orders and make payments without relying on the ground crew or staff.