Design/methodology/approach: The research framework is based on the theoretical concepts of SST usage from the inter-disciplinary field. Four hundred two questionnaires were collected from passengers who used the self-check-in kiosks in Kuala Lumpur International Airport (KLIA and KLIA2). The collected data were analysed using the structural equation modelling (SEM) technique.
Findings: Different factors determine passengers' willingness and adoption of SSTs. Perceived ease of use and perceived usefulness significantly affect passenger adoption and behaviour of SSTs in airports. However, the passenger was much comfortable with the SST as the moderating effect of need for human interaction shows a negative result.
Practical implications: The findings contribute to an understanding of how and why passengers use SSTs, which is critical from a customer relationship management (CRM) perspective. Better strategies can be developed to manage and coordinate SSTs delivery in the airport by understanding the passengers' experience from the self-check-in kiosks.
Originality/value: This paper goes beyond the basic SSTs usage and intentions study by highlighting the nonimportance of human interaction in SSTs usage specifically by airport passengers.
OUTBREAK SITUATION: A stringent screening process at all airports in Malaysia was enforced after the first case outside China was reported in Thailand. Up to April 14, 2020, Malaysia had reported two waves of COVID-19 cases, with the first wave ending successfully within less than 2 months. In early March 2020, the second wave occurred, with worrying situations.
ACTIONS TAKEN: The Government of Malaysia enforced a Movement Control Order starting on March 18, 2020 to break the chain of COVID-19. The media actively spread the hashtag #stayhome. Non-governmental organizations, as well as prison inmates, started to produce personal protective equipment for frontliners. Various organizations hosted fundraising events to provide essentials mainly to hospitals. A provisional hospital was set up and collaborations with healthcare service providers were granted, while additional laboratories were assigned to enhance the capabilities of the Ministry of Health.
ECONOMIC DOWNTURN: An initial financial stimulus amounting to RM 20.0 billion was released in February 2020, before the highlighted PRIHATIN Package, amounting to RM 250 billion, was announced. The PRIHATIN Package has provided governmental support to society, covering people of various backgrounds from students and families to business owners.