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Examining Intentions to Use Mobile Check-in for Airlines Services: a View from East Malaysia Consumers

EasyChair Preprint 8543

12 pagesDate: July 26, 2022

Abstract

The purpose of this study was to determine the factors that influence both attitudes and behavioural intentions toward airline services via mobile check-in in East Malaysia. The intention of consumers to use mobile check-in for airline services was examined, as well as the role of attitude as a mediator between perceived usefulness, perceived ease of use, perceived trust, and perceived enjoyment. The study sampled 256 respondents using the snowball method and analysed them using PLS-SEM 3.0. Except for perceived ease of use, three of the four independent variables were found to have a positive ef-fect on attitudes toward mobile check-in services. The perceived usefulness of mobile check-in had no effect on behavioural intention to use airline ser-vices via mobile check-in. Additionally, perceived ease of use was found to be insignificant when it came to attitudes and behavioural intentions toward using mobile check-in for airline services. Meanwhile, it has been demon-strated that attitude serves as an ideal mediator between perceived enjoy-ment, perceived trust, perceived usefulness, and behavioural intention. The current study has several managerial implications for the airline industry, particularly for self-service operations. Limitations include the inability to generalise the findings of this study to other industries or country settings.

Keyphrases: Mobile check-in, Technology Acceptance Modal, perceived enjoyment, perceived trust

BibTeX entry
BibTeX does not have the right entry for preprints. This is a hack for producing the correct reference:
@booklet{EasyChair:8543,
  author    = {Ling Chai Wong and Poh Kiong Tee and Chia Keat Yap and Tat Huei Cham},
  title     = {Examining Intentions to Use Mobile Check-in for Airlines Services: a View from East Malaysia Consumers},
  howpublished = {EasyChair Preprint 8543},
  year      = {EasyChair, 2022}}
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