Abstract
While mobile applications are seen as the way forward for airlines and airports
alike, not much is known about consumers’ readiness to adopt such self-service technologies.
This is important because of lower than expected adoption rates of traditional self-service
technologies (online websites and check-in kiosks) in the airline industry.
Research purpose: The purpose of this study was to determine passengers’ level of technology
readiness and its influence on their adoption of mobile self-service technologies in the airline
industry of South Africa.
Motivation for the study: To ensure the adoption of mobile self-service technologies in the
airline industry, it is necessary to uncover consumers’ readiness and adoption behaviours
towards such technologies.