Factors affecting user behavioral intention to adopt self-service kiosks in airports: A structural equation modeling (SEM) approach

Modern airports are undergoing a digital transformation characterized by a shift towards passenger self-service technologies (SSTs) to enhance efficiency and passenger experience. Self-check-in kiosks (SCKs) are a prominent example of SSTs with the potential to benefit all airport stakeholders. However, research on factors influencing passenger adoption of SCKs remains limited. This study bridges this gap by integrating the UTAUT2 and SSTQUAL models to examine the determinants of passengers' behavioral intention to use SCKs. The proposed model encompasses five UTAUT2 constructs (performance expectancy, effort expectancy, social influence, facilitating conditions, and hedonic motivation) and four SSTQUAL constructs (functionality, assurance, security, and enjoyment). Additionally, the moderating effect of perceived risk on the relationship between behavioral intention and actual SCK usage was investigated. Data were collected from 380 passengers through surveys at two major airports in Istanbul, Türkiye. Structural equation modeling was employed to test the research hypotheses. Results indicate that performance expectancy, social influence, functionality, and enjoyment positively influence behavioral intention to use SCKs. Moreover, perceived risk was found to have a negative moderating effect on the relationship between behavioral intention and SCK usage. This study contributes to the understanding of SCK adoption by passengers and provides valuable insights for airport managers to optimize SCK implementation and usage.