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항공사 셀프서비스기술의 이용의도에 관한 연구 - 부정적요소의 조절효과를 중심으로 -

A Study on User Intention in Airline Self - Service Technologies

나윤서
한국호텔리조트학회 (Korea Hotel & Resort Association)|2016.11|호텔리조트연구 (Journal of Hotel & Resort)|제15권 제4호|pp. 401-422

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참고문헌

키워드

이용의도셀프서비스Self-ServiceUuser IntentionIndividual InclinationNegative Element
주제분류관광학

초록

Airlines have provided various non face-to-face service channels as the focus shifts from existing face-to-face service channels to non face-to-face service channels that utilize self-service technology. However, services intended for convenience might be remembered as a negative element and cause new service channels to fail, so in order to prevent any client inconvenience or aversion, the study attempted to provide a plan that could be used to make improvements. To achieve this, the study used valid samples from 220 passengers with experience boarding by using an automatic ticket vendor. The study deducted research results by conducting factor analysis, reliability analysis, and correlation analysis, with the purpose of comprehending factors depending on each variable. The study also conducted moderated regression analysis in order to verify the effect between factors and the effect of moderating variables. Hypotheses 1, 4, and 6 were partially adopted whereas hypotheses 2, 3, and 5 were wholly adopted, thereby providing the following implications. In terms of accepting kiosk technology, the detailed provision of screen design configuration and guidelines were presented as plans that could quickly familiarize kiosk functions. Furthermore, recommending the introduction and use of new technologies during updates by comprehending user records at the level of client maintenance is advisable. Airlines have provided various non face-to-face service channels as the focus shifts from existing face-to-face service channels to non face-to-face service channels that utilize self-service technology. However, services intended for convenience might be remembered as a negative element and cause new service channels to fail, so in order to prevent any client inconvenience or aversion, the study attempted to provide a plan that could be used to make improvements. To achieve this, the study used valid samples from 220 passengers with experience boarding by using an automatic ticket vendor. The study deducted research results by conducting factor analysis, reliability analysis, and correlation analysis, with the purpose of comprehending factors depending on each variable. The study also conducted moderated regression analysis in order to verify the effect between factors and the effect of moderating variables. Hypotheses 1, 4, and 6 were partially adopted whereas hypotheses 2, 3, and 5 were wholly adopted, thereby providing the following implications. In terms of accepting kiosk technology, the detailed provision of screen design configuration and guidelines were presented as plans that could quickly familiarize kiosk functions. Furthermore, recommending the introduction and use of new technologies during updates by comprehending user records at the level of client maintenance is advisable.

Abstract

Airlines have provided various non face-to-face service channels as the focus shifts from existing face-to-face service channels to non face-to-face service channels that utilize self-service technology. However, services intended for convenience might be remembered as a negative element and cause new service channels to fail, so in order to prevent any client inconvenience or aversion, the study attempted to provide a plan that could be used to make improvements. To achieve this, the study used valid samples from 220 passengers with experience boarding by using an automatic ticket vendor. The study deducted research results by conducting factor analysis, reliability analysis, and correlation analysis, with the purpose of comprehending factors depending on each variable. The study also conducted moderated regression analysis in order to verify the effect between factors and the effect of moderating variables. Hypotheses 1, 4, and 6 were partially adopted whereas hypotheses 2, 3, and 5 were wholly adopted, thereby providing the following implications. In terms of accepting kiosk technology, the detailed provision of screen design configuration and guidelines were presented as plans that could quickly familiarize kiosk functions. Furthermore, recommending the introduction and use of new technologies during updates by comprehending user records at the level of client maintenance is advisable. Airlines have provided various non face-to-face service channels as the focus shifts from existing face-to-face service channels to non face-to-face service channels that utilize self-service technology. However, services intended for convenience might be remembered as a negative element and cause new service channels to fail, so in order to prevent any client inconvenience or aversion, the study attempted to provide a plan that could be used to make improvements. To achieve this, the study used valid samples from 220 passengers with experience boarding by using an automatic ticket vendor. The study deducted research results by conducting factor analysis, reliability analysis, and correlation analysis, with the purpose of comprehending factors depending on each variable. The study also conducted moderated regression analysis in order to verify the effect between factors and the effect of moderating variables. Hypotheses 1, 4, and 6 were partially adopted whereas hypotheses 2, 3, and 5 were wholly adopted, thereby providing the following implications. In terms of accepting kiosk technology, the detailed provision of screen design configuration and guidelines were presented as plans that could quickly familiarize kiosk functions. Furthermore, recommending the introduction and use of new technologies during updates by comprehending user records at the level of client maintenance is advisable.

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