Passengers’ acceptance of biometric check-in kiosks: The case of Thai airports

Passengers’ acceptance of biometric check-in kiosks: The case of Thai airports

Although the air transport industry is recovering from the COVID-19 pandemic, operational challenges remain, including airport congestion due to staff shortages. In response, airports have invested in self-service technologies (SST) to streamline operations, enhance passenger experiences, and address labour shortages. Building on the technology acceptance model and the theory of planned behaviour, this study explores passengers’ acceptance of biometric check-in kiosks. The framework is extended to include the perceived privacy concerns, trust, and risk, which have received little attention in research into aviation SST. In total, 577 valid surveys were collected at two major airports in Thailand. Key findings demonstrate that passengers’ intentions to use biometric check-in kiosks are significantly driven by their attitudes and perceived behavioural control. Importantly, this research reveals that perceived usefulness, ease of use, trust, and privacy concerns are pivotal in shaping passenger attitudes. These insights underscore the necessity for airlines and airports to enhance positive passenger attitudes by ensuring the perceived usefulness and ease of use, while critically addressing privacy concerns and building trust. Such findings are vital for optimizing the design and promotion of biometric check-in kiosks, thereby enhancing operational efficiency and the overall passenger experience.