Self-service technology in airports: analyzing flow experience and user acceptance in Indonesia

The aviation industry has undergone significant transformation due to the adoption of self-service technology (SST), which aims to enhance operational efficiency and passenger experience. This study aims to understand the key factors contributing to the successful adoption and usage of self-service check-in kiosks. We examine how flow experience and user acceptance are influenced by perceived performance expectancy, effort expectancy, social influence, and facilitating conditions within the context of Soekarno-Hatta Airport. The study employs an electronic questionnaire and partial least square structural equation modelling (PLS-SEM) to analyze the data. The results indicate that social influence and facilitating conditions significantly enhance flow experience, which positively influences passengers’ intention to continue to use SST. These findings contribute to the theoretical expansion of the unified theory of acceptance and use of technology (UTAUT) model by integrating the concept of flow experience and providing practical insights for enhancing passenger engagement and satisfaction through SST in airports.