Impact of innovation characteristics of airport self-bag-drop service on attitude, trust, and behavioural intention: using trust transfer theory

ABSTRACT

Although self-bag-drop (SBD) kiosks provide a fast and convenient way to check in bags at airports, many airline passengers are reluctant to use and accept this innovative technology. Using innovation diffusion theory, this study employs three characteristics of innovation (relative advantage, trialability, and compatibility) to examine which constructs influence airline passenger attitude toward, trust in, and intention to use SBD kiosks. Results of an online survey of 330 Koreans reveal that among the three characteristics of innovation, relative advantage and trialability positively affect attitude toward and trust in SBD service providers and kiosks, and compatibility affects only passenger attitude toward and trust in SBD kiosks. Results also show that trust in SBD service providers is positively related to trust in SBD kiosks, which in turn influences passenger intention to utilise SBD services. Several theoretical and practical implications are suggested.

KEYWORDS:

• Self-bag-drop
• trust transfer theory
• innovation characteristics
• attitude
• trust
• intention toward adoption

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Hyein Shin

Hyein Shin is a Ph.D. student in the College of Hotel and Tourism Management at Kyung Hee University in Seoul, South Korea. She received her Master's degree at Kyung Hee University. Her research interests include smart airport management and airline services.

Sung-Eun Kang

Sung-Eun Kang is a research professor in Smart Tourism Research Center at Kyung Hee University, Seoul, South Korea. He earned his Ph.D in tourism at Texas A&M University, College Station, U.S.A. His research interests include Hyperloop management, destination marketing, and tourism development. His research work has been published in journals such as Journal of Travel and Tourism Marketing, International Journal of Tourism Research, Journal of Air Transport Management, and Leisure Studies.

Choong-Ki Lee

Choong-Ki Lee is a Professor in the College of Hotel and Tourism Management at Kyung Hee University, Seoul, South Korea. His research areas focus on valuation of eco-tourism resources, VR, and CSR. He has published over 180 academic articles in internationally reputed journals.