Investigation of passenger's use of self service technologies at airports

The rapid progress of technology day by day also shows itself in aviation. Aviation companies and passengers benefit from technology for many reasons: time, money saving, competition, safety and health. Self-Service Technologies offered at airports can be given as an example. However, the investment cost of these devices and whether they will be used at the targeted level is a question mark. This question reveals the importance of research. A quantitative research method was used in the study, using the Unified Technology Acceptance and Use Theory-2 and Awareness scales; a study was carried out on 401 passengers using the airline in Turkey. The model consisting of 10 latent variables was designed and analyzed using the Structural Equation Model. The mediating role of behavioral intention, the moderator effect of age, gender and experience variables were examined. When the model was entirely examined, the effect of behavioral intention on usage behaviour could not be determined. While the variables of performance expectation, awareness and habit were found to have a significant and positive effect on behavioral intention, the variables of awareness, habit and facilitating conditions were found to have a significant and positive effect on usage behavior. The model explained behavioral intention at 75% and usage behavior at 38%. It is thought that the results and recommendations given in the study are essential for decision makers.