INVESTIGATING PASSENGER ATTITUDES TOWARDS AUTOGATE ADOPTION: EXTENDING TAM
Introduction/Main Objectives: This study explores passenger attitudes and intentions to adopt autogate systems at Indonesian international airports. The background is the need for efficiency, security, and comfort in passenger services and the growing implementation of autogates at Soekarno–Hatta.
Background Problems: The core issue is the limited clarity on which behavioral factors most shape attitudes and lead to intention to adopt autogates. Research question: Which factors in the TAM and DOI frameworks determine passenger attitudes, and how do those attitudes drive intention to adopt autogates?
Novelty: This research integrates and extends TAM and DOI in the context of autogates in Indonesia by testing the mediating role of attitude between DOI/TAM constructs and adoption intention, and by incorporating the need for social presence as an extended construct.
Research Methods: A quantitative design with 124 autogate users selected via purposive sampling; data were collected through an online questionnaire (5-point Likert scale) measuring perceived ease of use, service compatibility, relative advantage, need for social presence, attitude, and intention to adopt. PLS-SEM (SmartPLS) was used to evaluate both the measurement and structural models.
Findings/Results: Relative advantage and perceived ease of use have a significant positive effect on attitude; service compatibility and need for social presence are not significant. Attitude strongly influences intention to adopt autogates, indicating that perceived benefits and ease of use are the primary drivers.
Conclusion: Autogate adoption is primarily driven by perceived benefits and ease of use; service compatibility with habits and the need for social interaction are not key determinants. Key insight: strengthening perceived value and usability is essential to foster positive attitudes that, in turn, increase intentions for continued use.
Implementation Potential: Airport managers and system developers can: (1) emphasize relative advantages through interface design and point-of-service communication; (2) simplify flows and UI/UX (clear instructions, instant feedback, error recovery) to reduce learning effort; (3) prioritize functionality and convenience over heavy personalization or added human interaction; (4) provide brief, on-screen onboarding and signage that focus on a “first-time success” experience; (5) continuously monitor processing time and success rates as visible benefit metrics for users.
Keywords: Autogate; TAM; DOI; self-service technology; airport self-service technology
JEL Classification: M310