Exploring the factors that drive use of self-service technologies in air-travel in an African country
by Grace Birago Asenso; David Asamoah; Benjamin Agyei-Owusu
International Journal of Logistics Systems and Management (IJLSM), Vol. 39, No. 3, 2021

Abstract: Self-service technologies (SSTs) refer to technological interfaces that enable customers to produce a service independent of direct employee involvement. The use of SSTs in air-travel in African countries has seen remarkable growth in recent years, yet little is known about the factors that account for this. Using the unified theory of acceptance and use of technology as a theoretical lens, this study examines the factors that drive both behavioural intention to use and actual usage behaviour of three SSTs used in air-travel (self-booking, self-ticketing and self-check-in) in an African country. Data was obtained from 250 international air travellers in Ghana. Findings of the study revealed that social influence, facilitating conditions, and effort expectancy significantly impact behavioural intentions towards the use of air-travel SSTs. Also, behavioural intentions, user satisfaction and facilitating conditions were found to significantly impact SST usage behaviour. The study concludes by discussing the implications for research and practice.

Online publication date: Wed, 23-Jun-2021

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Logistics Systems and Management (IJLSM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com