Effects of Social Influence and Perceived Enjoyment on Kiosk Acceptance: A Moderating Role of Gender

ABSTRACT

The rapid deployment of customer self-service kiosks in hotels leads to the need to better understand how to encourage guests to use this technology. The study expands the Technology Acceptance Model to examine two new factors – social influence and perceived enjoyment – as well as the moderating effects of gender. Using an online survey of hotel guests, the results show that these two factors can significantly enhance the guests’ perceived usefulness and acceptance of kiosks, and social influence can increase the acceptance of female users in particular. The study provides recommendations for operators seeking to improve customer acceptance of hotel kiosks.

KEYWORDS:

• Technology acceptance model
• social influence
• perceived enjoyment
• hotel kiosks

Additional information

Funding

This work was supported by William F. Harrah College of Hospitality, University of Nevada, Las Vegas