Analisis Faktor-Faktor Yang Mempengaruhi Tingkat Penerimaan Pengguna Terhadap Self Service Technologies Di Bandara Indonesia

Hanantyo, Burhanuddin (2022) Analisis Faktor-Faktor Yang Mempengaruhi Tingkat Penerimaan Pengguna Terhadap Self Service Technologies Di Bandara Indonesia. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kemunculan pandemi covid 19 di awal tahun 2020 sangat berdampak pada industri penerbangan terutama Bandara. Munculnya konsep ‘New Normal’ atau kebiasaan baru berdampak pada peningkatan pelayanan Bandara di Indonesia. Salah satu bentuk peningkatan pelayanan selama masa pandemi ini yakni dengan menerapkan Self Service Technologies. Studi literatur yang dilakukan pada bandara di negara-negara berkembang seperti Malaysia, Afrika Selatan dan Kuwait menunjukkan bahwa penerapan Self Service Technologies masih belum sesuai ekspektasi pengguna. Hal yang sama terjadi juga di bandara indonesia. Data menunjukkan dalam periode Januari 2021 hingga Desember 2021, penggunaan Self Service Technologies masih dibawah 25% dari Total pergerakan penumpang. Berdasarkan fakta tersebut, penelitian ini dibuat untuk mengisi celah penelitian dengan berfokus menganalisis faktor-faktor yang mempengaruhi tingkat penerimaan Self Service Technologies serta menguji 9 hipotesis variable yang dibangun dari konseptual model dan di analisis menggunakan pendekatan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil dari penelitian ini menunjukkan 8 faktor yang signifikan mempengaruhi tingkat penerimaan Self Service Technologies yaitu Performance Expectancy, Effort Expectancy, Habit, Optimism, Innovativeness, Reduce Wasting Times, Perceived Trust dan Perceived Enjoyment. Hasil lain dari penelitian ini menunjukkan bahwa tingkat penerimaan Self Service Technologies Technologies (Self Check In Kiosk) tidak dipengaruhi variabel Hedonic Motivation. Hasil penelitian ini juga dapat memberikan nilai v tambah bagi business owner bandar udara di Indonesia dalam hal meningkatkan operasional & pelayanan Self Service Technologies kepada pengguna jasa bandara.
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The emergence of the COVID-19 pandemic in early 2020 had a huge impact on the aviation industry, especially airports. The emergence of the concept of 'New Normal' or new habits has an impact on improving airport services in Indonesia. One form of service improvement during this pandemic is by implementing Self Service Technologies. Literature studies conducted at airports in developing countries such as Malaysia, South Africa and Kuwait show that the implementation of Self Service Technologies has not met user expectations. The same thing happened at Indonesian airports. Data shows that in the period January 2021 to December 2021, the use of Self Service Technologies is still below 25% of the total passenger movement. Based on these facts, this study was created to fill the research gap by focusing on analyzing the factors that influence the level of acceptance of Self Service Technologies and testing 9 variable hypotheses built from the conceptual model and analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) approach. The results of this study indicate 8 factors that significantly affect the level of acceptance of Self Service Technologies, namely Performance Expectancy, Effort Expectancy, Habit, Optimism, Innovativeness, Reduce Wasting Times, Perceived Trust and Perceived Enjoyment. Another result of this study shows that the level of acceptance of Self Service Technologies Technologies (Self Check In Kiosk) is not influenced by the Hedonic Motivation variable. The results of this study can also provide added value for airport business owners in Indonesia viii in terms of improving operations & services of Self Service Technologies to airport service users.

Item Type:	Thesis (Masters)
Additional Information:	RTSI 519.535 Han a-1 2022
Uncontrolled Keywords:	Self Service Technologies; Self Check In Kiosk; Faktor Penerimaan Teknologi. Self Service Technologies; Self Check In Kiosk; Technology Acceptance Factor.
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 59101-(S2) Master Thesis
Depositing User:	Mr. Marsudiyana -
Date Deposited:	07 Jul 2026 04:30
Last Modified:	07 Jul 2026 04:30
URI:	http://repository.its.ac.id/id/eprint/134416

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