The Influence of Self-Service Kiosk Technology on Customer Satisfaction at Subang International Airport: A Proposed Conceptual Framework

This study presents a conceptual framework for investigating the influence of self-service kiosk technology on customer satisfaction at Subang International Airport. Despite the prevalence of self-service kiosks, empirical research on customer satisfaction with this technology at Subang International Airport is scarce. This research aims to fill this gap by examining the impact of perceived usefulness (PU), perceived ease of use (PEOU), and perceived enjoyment (PE) on customer satisfaction. The conceptual framework draws on the Technology Acceptance Model (TAM) as a theoretical foundation and synthesises relevant literature to identify key factors influencing customer satisfaction. The research employs a three-phased approach, beginning with a comprehensive review of pertinent literature. Data will be collected through a questionnaire survey targeting a sample size of 384 respondents selected via purposive sampling. The analysis will be conducted using SPSS software. The findings are expected to offer valuable insights for industry practitioners and scholars, shedding light on critical factors that can enhance customer satisfaction and contribute to the literature on self- service kiosk technology in Malaysia.