Air Passengers’ Continued Use Intention of the Airport E-Gate System: A Perspective with Perceived Benefits

Abstract

With the rapid development of air transportation in recent years, the number of national entry and exit passengers has hit record highs. Facing the increasingly busy airport, an automated border control system (E-gate) has been developed to provide faster and more convenient services. This study adopts the perspective of perceived benefits to explore the willingness of passengers to continuously use the E-Gate. In this study, a total of 539 valid questionnaires are collected at the Taoyuan International Airport in Taiwan. The SPSS 24 and AMOS 22 software are used for statistical analysis, and the hypotheses are verified by Structural Equation Modeling (SEM). The results show that perceived ease of use, perceived usefulness, and convenience have positive and significant effects on air passengers’ continued use intention of E-gate, with convenience having the greatest impact, followed by perceived ease of use and perceived usefulness. The findings of this research can not only assist government agencies and airport operators in the development of better user-accepted immigration clearance systems, but can also provide insight into how to promote the new technology to potential users.