Passengers’ Behavioural Intention to Use Airport Self-Service Technologies at KLIA2: The Influence of Perceived Ease of Use
DOI:
https://doi.org/10.24191/e-aj.v15i1.10788Keywords:
Perceived Ease Of Use, Behavioural Intention To Use, Self-Service Technologies (SSTs), Smart Airport, KLIA2Abstract
This study examines how passengers at Kuala Lumpur International Airport Terminal 2 (KLIA2) use self-service technologies, using perceived ease of use (PEOU) assessments. A quantitative correlational design based on the Technology Acceptance Model used self-administered surveys as a research method. Researchers used convenience sampling because they could not obtain complete passenger sampling data and because airport passengers traveled through the airport at high speeds within a limited time frame. Researchers used SPSS Version 30 to analyze 362 usable responses. The reliability tests demonstrated that PEOU achieved excellent internal consistency (α = .902) and the behavioral intention to use reached (α = .874). The correlation analysis demonstrated a strong positive relationship between PEOU and behavioral intention (r = .657, p < .001). The regression analysis demonstrated that PEOU functioned as a predictor for passengers who intended to use (B = .756, β = .657, p < .001), which accounted for 43.1% of the variation (R² = .431). The results show that usability functions as the main factor that drives passenger adoption of smart contactless airport technologies, while design simplicity must become the main focus of KLIA2's Industry 4.0 implementation.
References
Abdul Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-TAntwi,
Chaiwan, C., Budd, L., & Ison, S. (2025). A systematic literature review of passenger non-adoption of airport self-service technologies: Issues and future recommendations. Journal of the Air Transport Research Society, 4, 100065. https://doi.org/10.1016/j.jatrs.2025.100065
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Harvey, J. (2019). Increasing mobility for older travellers through engagement with technology. Transportation Research Part F: Traffic Psychology and Behaviour, 60, 172–184. https://doi.org/10.1016/j.trf.2018.10.017
International Air Transport Association. (2024, November 5). Key trends in passenger behavior: Insights from the IATA Global Passenger Survey 2024. IATA Knowledge Hub. https://www.iata.org/en/publications/newsletters/iata-knowledge-hub/key-trends-in-passenger-behavior/
International Air Transport Association. (2024, October 30). Passengers want convenience and technology to improve processes. IATA Pressroom. https://www.iata.org/en/pressroom/2024-releases/2024-10-30-01/
Kamran, M. A., Al Yaarubi, F., Atashfeshan, N., & Babazadeh, R. (2026). Airport self-service technologies: Are we fully engaged? A hybrid SEM-machine learning approach. Computers in Human Behavior Reports, 21, 100931. https://doi.org/10.1016/j.chbr.2026.100931
Kim, J. H., Song, W.-K., & Lee, H. C. (2023). Exploring the determinants of travelers’ intention to use the airport biometric system: A Korean case study. Sustainability, 15(19), 14129. https://doi.org/10.3390/su151914129
Malaysia Airports. (2026, January 19). Strong 2025 passenger growth builds momentum for Visit Malaysia 2026. Malaysia Airports Corporate Newsroom. https://corporate.malaysiaairports.com.my/en/media-centre/news/1678
Salkind, N. J. (2014). Statistics for people who (think they) hate statistics (5th ed.). SAGE.
Sekaran, U., & Bougie, R. (2013). Research methods for business: A skill-building approach (6th ed.). Wiley.
Taufik, N., & Hanafiah, M. H. (2019). Airport passengers’ adoption behaviour towards self-check-in kiosk services: The roles of perceived ease of use, perceived usefulness and need for human interaction. Heliyon, 5(12), e02960. https://doi.org/10.1016/j.heliyon.2019.e02960
Venkatesh, V., & Bala, H. (2008). Technology acceptance model 3 and a research agenda on interventions. Decision Sciences, 39(2), 273–315. https://doi.org/10.1111/j.1540-5915.2008.00192.x
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204. https://doi.org/10.1287/mnsc.46.2.186.11926
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540
Wongyai, P. H., Ngo, T., Wu, H., Tsui, K. W. H., & Nguyen, T.-H. (2024b). Self-service technology in aviation: A systematic literature review. Journal of the Air Transport Research Society, 2, 100016. https://doi.org/10.1016/j.jatrs.2024.100016
Wongyai, P. H., Suwannawong, K., Wannakul, P., Thepchalerm, T., & Arreeras, T. (2024a). The adoption of self-service check-in kiosks among commercial airline passengers. Heliyon, 10(19), e38676. https://doi.org/10.1016/j.heliyon.2024.e38676
Downloads
Published
Issue
Section
License
Copyright (c) 2026 e-Academia Journal
This work is licensed under a Creative Commons Attribution 4.0 International License.
