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

EasyChair Preprint no. 8543

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, perceived enjoyment, perceived trust, Technology Acceptance Modal

@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 no. 8543},

  year = {EasyChair, 2022}}