The Effect Of Kiosk Adoption On The User’s Attitude And Hotel Revisit Intention : In The Era Of Contactless Service Environment Due To COVID-19

leejumi; CHUNG NAMHO

doi:10.17086/JTS.2021.45.7.173.196

The unprecedented global COVID-19 epidemic has changed not only the socio-economic structure but also the way companies operate worldwide. With the prolonged COVID-19 crisis, a new normal phenomenon is emerging throughout the hotel industry. The hotel industry is actively reflecting non-contact services beyond the service interface of the past. This study surveyed 408 respondents through an online survey with the aim of understanding the adoption of kiosks on users' attitudes and hotel revisit intentions due to changes in the non-contact service environment under COVID-19. It was found that the characteristics of users dealing with technology had a positive effect on attitudes toward the use of kiosk, while the convenience of technology itself did not significantly affect the attitudes. In addition, the strong use of kiosks, a characteristic of the hotel environment, did not negatively affect the attitudes. On the other hand, attitudes toward kiosks use were found to have the greatest influence on kiosk satisfaction, which means that each function proposed in this document is an influential variable in forming the attitude of hotel customers using kiosks.

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