The Factors Affected m-Services Adoption in Airports


  • Burhanuddin Hanantyo Institut Teknologi Sepuluh Nopember
  • Bambang Setiawan Institut Teknologi Sepuluh Nopember
  • Izzat Aulia Akbar Institut Teknologi Sepuluh Nopember



m-Services, Intention to use, technology adoption factor.


This research focus on the factors which affected m-Services utilization in airport from airport’s functionaries point of view. Also, the background of this research is related to some former researches which defined some models that may increase the exertion of electronic mobile based service application (m-Services) such as: TAM, UTAUT, and UTAUT2. However, the former literature reviews only elucidate the factors which affect the increasing of m-Services or mobile technologies/ self service technology exertion from customer point of view. While, there are less of them apprising the factors affected m-Services adoption from airport’s functionaries point of view. The purpose of this study is fulfilling the lack in the literature review by apprising the study towards airport’s functionaries point of view. To reach the purpose of the study, this study applies literature review method. The literature review’s source of this study is originated from some international journals which discuss the factors of airport’s functionaries side. The result of this study are the Explanation of the factors affected m-Service adoption or mobile technologies/ self-services technology from airport’s functionaries point of view and the development of conceptual model related to the factors affected m-Services adoption from airport’s function perspective.

Author Biography

Burhanuddin Hanantyo, Institut Teknologi Sepuluh Nopember

Man Jadda Wa Jadda


Al-Maroof, R. S., Salloum, S. A., Hassanien, A. E., & Shaalan, K. (2020). Fear from COVID-19 and technology adoption: the impact of Google Meet during Coronavirus pandemic. Interactive Learning Environments.

AlHogail, A. (2018). Improving IoT Technology Adoption through Improving Consumer Trust. Technologies, 6(3), 64.

Antwi, C. O., Ren, J., Owusu-Ansah, W., Mensah, H. K., & Aboagye, M. O. (2021). Airport self-service technologies, passenger self-concept, and behavior: An attributional view. Sustainability (Switzerland), 13(6).

Ayodeji, Y., & Rjoub, H. (2021). Investigation into waiting time, self-service technology, and customer loyalty: The mediating role of waiting time in satisfaction. Human Factors and Ergonomics In Manufacturing, 31(1), 27–41.

Baashirah, R., & Elleithy, K. (2019). Automation of the Baggage Check-in Process Using RFID System in Airports; Automation of the Baggage Check-in Process Using RFID System in Airports. In 2019 IEEE Long Island Systems, Applications and Technology Conference (LISAT).

Bakshi, S., Dogra, N., & Gupta, A. (2019). WHat motivates posting online travel reviews? integrating gratifications with technological acceptance factors. Tourism and Hospitality Management, 25(2), 335–354.

Csiszár, C., & Nagy, E. (2017). Model of an integrated air passenger information system and its adaptation to Budapest Airport. Journal of Air Transport Management, 64, 33–41.

Exploring the Potentiality of Applying Smart Airport Technologies in Egyptian International Airports Mahmoud M. O. Mohamed Hala Ahmed Gomaa Nashwa Samir El-Sherif Faculty of Tourism and Hotel Management Helwan University. (2018). 12, 122–129.

Fernando, E., Surjandy, S., Meyliana, M., Wijadja, H. A., Hidayat, D., Kusumaningtyas, A. W., & Heryatno, R. (2020). Factors influencing the intention to use technology services to implement self-service technology case study: Situation pandemic Covid-19. Advances in Science, Technology and Engineering Systems, 5(5), 342–347.

Florido-Benítez, L. (2016a). The impact of mobile marketing in airport. Journal of Airline and Airport Management, 6(1), 1.

Florido-Benítez, L. (2016b). Airport mobile marketing as a channel to promote cross-selling. Journal of Airline and Airport Management, 6(2), 133.

Ginting, I. V., & Syifa Alawiyah. (2021). Technology Acceptance Model in use of Technologies for Contactless Process during the Covid-19 Pandemic. Jurnal Kepariwisataan: Destinasi, Hospitalitas Dan Perjalanan, 5(2), 37–45.

Gures, N., Inan, H., & Arslan, S. (2018). Assessing the self-service technology usage of Y-Generation in airline services. Journal of Air Transport Management, 71, 215–219.

Kelly, P., & Lawlor, J. (2019). Adding or destroying value? User experiences of tourism self-service technologies. Journal of Hospitality and Tourism Insights, 4(3), 300–317.

Kim, J. H., & Park, J. W. (2019). The effect of airport self-service characteristics on passengers’ perceived value, satisfaction, and behavioral intention: Based on the SOR model. Sustainability (Switzerland), 11(19).

Kim, M. H., Park, J. W., & Choi, Y. J. (2020). A study on the effects of waiting time for airport security screening service on passengers’ emotional responses and airport image. Sustainability (Switzerland), 12(24), 1–16.

Lien, C. H., Hsu, M. K., Shang, J. Z., & Wang, S. W. (2021). Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan. Service Industries Journal, 41(9–10), 671–695.

Moon, H. G., Lho, H. L., & Han, H. (2021). Self-check-in kiosk quality and airline non-contact service maximization: how to win air traveler satisfaction and loyalty in the post-pandemic world? Journal of Travel and Tourism Marketing, 38(4), 383–398.

Morosan, C. (2016). An empirical examination of U.S. travelers’ intentions to use biometric e-gates in airports. Journal of Air Transport Management, 55, 120–128.

PARK, H. (2020). A Study on the Mediating Effect of Perceived Usefulness in the Acceptance of Airport Service Technology. International Convergence Management Association, 8(1), 1–11.

Park, H. Y. (2020). A study on the customer attitudes toward the airport IT service: Focusing on handling process and acceptance intention. Journal of Distribution Science, 18(1), 27–34.

Poleshkina, I. (2021). Blockchain in air cargo: challenges of new World. MATEC Web of Conferences, 341, 00021.

Shao, Z., Zhang, L., Li, X., & Guo, Y. (2019). Antecedents of trust and continuance intention in mobile payment platforms: The moderating effect of gender. Electronic Commerce Research and Applications, 33.

Srivastava, N. K., Khanadelwal, U., Singh, T. P., & Vaish, A. (2021). FACTORS AFFECTING TELEMEDICINE HEALTHCARE SERVICES ADOPTION DURING COVID-19 PANDEMIC: A STUDY IN INDIAN CONTEXT. In Academy of Marketing Studies Journal (Vol. 25).

Thamaraiselvan, N., & Thanigaiarul, S. (2019). Understanding the attitudes and purpose for the usage of self-service technologies (SSTs) at the airports. International Journal of Recent Technology and Engineering, 8(3), 7034–7039.

Ueda, K., & Kurahashi, S. (2018). Agent-based self-service technology adoption model for air-travelers: Exploring best operational practices. Frontiers in Physics, 5(FEB).

Verma, A., Tahlyan, D., & Bhusari, S. (2020). Agent based simulation model for improving passenger service time at Bangalore airport. Case Studies on Transport Policy, 8(1), 85–93.

Wahab, H. A., & Rady, A. (2017). Empirical Analysis of Passenger Self-Service Implementation in Cairo International Airport. In International Journal of Heritage, Tourism and Hospitality (Issue 11).

Yau, H. K., & Tang, H. Y. H. (2018). Analyzing customer satisfaction in self-service technology adopted in airports. Journal of Marketing Analytics, 6(1), 6–18.

Zamorano, M. M., Fernández-laso, M. C., & Curiel, J. D. E. (2020). Smart Airports : Acceptance of Technology By Passengers. Cuadernos de Turismo, 45(1), 567–570.

Alalwana, A. A., Dwivedi, Y. K. & Rana, N. P., 2017. Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management.

AlKheder, S., 2021. Passengers intentions towards self-services check-in, Kuwait airport as a case study. Technological Forecasting & Social Change , p. 169.

Alqahtani & Abdullah, 2017. Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study. International Journal of Advanced Computer Science and Applications.

Andrew, J. V., Ambad, S. N. A. & Tan, K. E., 2019. Model of Factors Influencing Consumers’ Intention to Use e-Wallet System in Malaysia: A Systematic Review. Malaysian Journal of Business and Economics.

Anon., 2018. Analyzing Factors Influencing Continuance Intention of E-Payment Adoption Using Modified UTAUT 2 Model. International Conference on Information and Communication Technology.

Antwi, C. O., 2021. Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View. Sustainability MDPI, Volume 13.

Aurellia, T. & Perdana, H., 2020. Penerapan Structural Equation Modeling Partial Least Square Pada Kepuasan Masyarakat Terhadap Pelayanan Publik Kepolisian Kalimantan Barat. Buletin Ilmiah Math. Stat. dan Terapannya, Volume 09, pp. 475-482.

Baabdullah, A., Dwivedi, Y. & Williams, M., 2014. Adopting An Extended UTAUT2 To Predict Consumer Adoption Of M-Technologies In Saudi Arabia. UK Academy for Information Systems.

Bakhtiar & Muhammad, 2014. Penerapan Model UTAUT Untuk Memahami Tingkat Penerimaan Dan Penggunaan E-learning. Undergraduate Thesis.

Bakshi, S., Dogra, N. & Dogra, N., 2019. What Motivates Posting Online Travel Reviews? Integrating Gratifications With Technological Acceptance Factors. Tourism and Hospitality Management, Volume 25, pp. 335-354.

Bandara, P. A. P. I., 2020. Laporan Tahunan Perusahaan Pengelola Bandar Udara PT Angkasa Pura II, Tangerang: PT Angkasa Pura II.

Batouei, A. et al., 2020. Components of airport experience and their roles in eliciting passengers’ satisfaction and behavioural intentions. Research in Transportation Business & Management.

Budi, N. F. A. et al., 2021. Why do people want to use location-based application for emergency situations? The extension of UTAUT perspectives. Technology in Society.

Chopdar, P. K., Korfiatis, N., Sivakumar, V. & Lytras, M. D., 2018. Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the Unified Theory of Acceptance and Use of Technology. Computers in Human Behavior.

Duartea, P. & Pinhob, J. C., 2019. A mixed methods UTAUT2-based approach to assess mobile health adoption. Journal of Business Research.

Golbabaei, et al., 2020. Individual Predictors of Autonomous Vehicle Public Acceptance and Intention to Use: A Systematic Review of the Literature. Journal of Open Innovation : Technology, Market, and Complexity.

Halpern, N., 2021. Segmentation of passenger preferences for using digital technologies at airports in Norway. Journal of Air Transport Management.

Hamaria, J., Hannerb, N. & Koivistoa, J., 2020. "Why pay premium in freemium services?" A study on perceived value, continued use and purchase intentions in free-to-play games. International Journal of Information Management.

Haris, C. A., 2019. Penerapan Model UTAUT2 Untuk Mengevaluasi Aplikasi Ruang Guru. Jurnal Teknologi Informasi, Volume 3, p. 2.

Hossin, M. A., Mu, Y., Fang, J. & Frimpong, A., 2019. Influence Of Picture Presence In Reviews On Online Seller Product Rating : Moderation Role Approach. KSII Transactions On Internet And Information Systems , Volume 13, p. 12.

Indrawati & Amalia, F., 2021. The Used of Modified UTAUT 2 Model to Analyze The Continuance Intention of Travel Mobile Application. International Conference on Information and Communication Technology.

Indrawati & Putri, D. A., 2018. Analyzing Factors Influencing Continuance Intention of E-Payment Adoption Using Modified UTAUT 2 Model. International Conference on Information and Communication Technology.

Isharyani, M. E., Sopha, B. M. & Wibisono, M. A., 2020. Conceptual Model of Consumers Purchase Intention Towards Smart Retail: A Literature Review. International Conference on Engineering and Information Technology for Sustainable Industry.

Jung, J.-H., Kwon, E. & Kim, D. H., 2020. Mobile payment service usage: U.S. consumers’ motivations and intentions. Computers in Human Behavior Reports.

Karuri, J., Waiganjo, P. & Orwa, D., 2017. Determinants of Acceptance and Use of DHIS2 in Kenya: UTAUT-Based Model. Journal of Health Informatics in Developing Countries.

Khan, M. H., Mustaffa, N. A. & Habib, M., 2021. Users Acceptance of Mobile Finance Service in Bangladesh and the impact of COVID-19: Extended UTAUT2. AIUB JOURNAL OF SCIENCE AND ENGINEERING.

Korkmaz, H., Fidanoglu, A., Ozcelik, S., & Okumus, A. (2022). User acceptance of autonomous public transport systems: Extended UTAUT2 model. Journal of Public Transportation, 24, 100013.

Kusumah, E. P., Huriyati, R. & Hendrayati, H., 2020. Self-service Technology Behavioral Intention: Indonesian Air Passengers. Advances in Economics, Business and Management Research, Volume 187.

Kwateng, K. O., 2019. Acceptance and use of mobile banking: an application of UTAUT2. Journal of Enterprise Information, Volume 32, pp. 118-151.

Lee, G. J. & Naidoo, S., 2018. Moderating Effects of Technology Readiness on Attitudes and Responses to Mobile Check In At South African Airports. Asia Pacific Journal of Advanced Business and Social Studies, Volume 4.

Leong, M. Y., Kwan, J. H. & Ming, L. M., 2021. Technology readiness and UTAUT2 in e-wallet adoption in a developing country [version 1; peer review: 2 approved]. F1000 Research.

Liébana-Cabanillas, F., Higueras-Castillo, E., Molinillo, S. & Montañez, M. R., 2018. Assesing the role of risk and trust in consumers’ adoption of online payment systems. International Journal of Information Systems and Software Engineering for Big Companies.

Lien, C.-H. & Lien, C.-H., 2019. Self-service technology adoption by air passengers: a case study of fast air travel services in taiwan. The Service Industries Journal.

Liu, F., Ngai, E. & Ju, X., 2019. Understanding Mobile Health Service Use : An Investigation Of Routine And Emergency Use Intentions. International Journal of Information Management.

Melián-González, S., 2021. Predicting the intentions to use chatbots for travel and tourism. Current Issues in Tourism, Volume 24:2, pp. 192-210.

Mindra, N., 2008. Pemodelan Persamaan Struktural Dengan Partial Least Square. Semnas Matematika dan Pendidikan Matematika.

Morosan, C., 2016. An empirical examination of U.S. travelers’ intentions to use biometric e-gates in airports. Journal of Air Transport Management, Volume 55, pp. 120-128.

Pappachan, J., 2021. Influence Of Service Quality, Loyalty Programme and Perceived Value On Word-Of Mouth Behaviour Of Domestic and International Airline Passengers In India. Journal of Management , Volume 0041, pp. 0973-1954.

Park, H. Y., 2020. A Study on the Customer Attitudes toward the Airport IT Service: Focusing on Handling Process and Acceptance Intention. Journal of Distribution Science, Volume 18, pp. 27-34.

Rady, H. A. W. A., 2017. Empirical Analysis of Passenger Self-Service Implementation in Cairo International. nternational Journal of Heritage, Tourism and Hospitality, Volume 11, pp. 1-2.

Ray, A. & Bala, P. K., 2021. User generated content for exploring factors affecting intention to use travel and food delivery services. International Journal of Hospitality Management.

Sabri Alrawi, M. A. et al., 2020. Examining factors that effect on the acceptance of mobile commerce in Malaysia based on revised UTAUT. Indonesian Journal of Electrical Engineering and Computer Science.

Sandy Kosasi, V. I. D. A. E. Y., 2019. Boosting E-Service Quality through IT Service Management of Online Stores. International Conference on Electrical Engineering, Computer Science and Informatics.

Septianto, F., Chiew, T. M. & Thai, N., 2020. The congruence effect between product emotional appeal and country-based emotion: The moderating role of country-of-origin. Journal of Retailing and Consumer Services, Volume 52, p. 101916.

Sezgin, E., Yildirim, S. O. & Yildirim, S., 2017. Investigation of Physicians Awareness and Use of mHealth Apps : A Mixed Method Study. Health Policy and Technology.

Shaw, N. & Sergueeva, K., 2019. The non-monetary benefits of mobile commerce: Extending UTAUT2 with perceived value. International Journal of Information Management.

SITA, 2020. Passenger IT Insights. SITA Aero.

Suwannakul, E., 2021. Role of Technology Readiness in Airline Passengers’ Perceptions of Self-service Technology Quality. African Journal of Hospitality, Tourism and Leisure, Volume 10, pp. 670-681.

Tamilmani, K., Rana, N. P., Wamba, S. F. & Dwivedi, R., 2021. The extended Unified Theory of Acceptance and Use of Technology (UTAUT2): A systematic literature review and theory evaluation. International Journal of Information Management.

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.

Tayyba Fatima, D. S. K. D. M. K. D. T. M. A., 2021. Examining Factors Influencing Adoption of M-Payment: Extending UTAUT2 with Perceived Value. International Journal of Innovation, Creativity and Change.

Techau, T. E., 2018. General Aviation Pilot Acceptance and Adoption of Electronic, Florida USA: Scholarly Commons.

Thamaraiselvan, N., 2019. Understanding the intention to use self service technologies in the airline industry. Jornal Services, Economics and Management, Volume 10, p. 2.

Vinnik, V., 2017. User adoption of mobile applications: Extension of UTAUT2 model. Marketing and Brand Management.

Woo, M., 2019. Assessing customer citizenship behaviors in the airline industry : Investigation of service quality and value. Journal of Air Transport Management, Volume 76, pp. 40-47.

Yue, L., Liu, Y. & Wei, X., 2017. Influence Of Online Product Presentation On Consumers' Trust In Organic Food A Mediated Moderation Model. British Food Journal, Volume 119, pp. 2724-2739.