Investigating factors influencing passengers’ intention to use self-service kiosks: A study of the immigration clearance process in Guyana

This study examines influential factors towards a passenger’s intention to use self-service technologies (SSTs) as part of the immigration clearance process when entering Guyana. For this study, a conceptual model was created by extending the Technology Acceptance Model (TAM) to account for a passenger’s need for human interaction (HI), their previous experience (PE) and facilitating conditions (FC). Data for this study was collected using a distributed questionnaire and analysed using the partial least squares structural equation modelling (PLS-SEM) technique. Findings show that of the five tested constructs, facilitating conditions (FC) was the most impactful on a passenger’s decision to engage with self-service kiosks as part of the immigration process. A passenger’s need for human interaction (HI) was shown to have a negative correlation with their intention. Additionally, the constructs' perceived ease of use (PEU) and previous experience (PE) did not have a significant impact on a passenger’s intention.