Understanding Hotel Guests' Adoption of Online Check-in: A Technology Acceptance Model Approach

Online Check-in Systems are gradually becoming adopted as part of the hotels’ digital transformation strategies. Customers can save time when they check-in online, and have a superior experience . It is anticipated that this study will allow hotel customers to check in online. Thus, the objective of this study is to utilize the Technology Acceptance Model (TAM) to identify which variables affect hotel customers’ willingness to utilize online check-in. The research approach used was quantitative explanatory. Data were gathered from 150 subjects using an online questionnaire survey. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results revealed that perceived usefulness and perceived ease of use of online check-in had no significant direct effect on users’ intention to use online check-in. On the other hand, both variables significantly influenced users’ attitude toward online check-in. In addition, users’ attitude toward online check-in had a significant and positive effect on their intention to use online check-in and mediated the effect of perceived usefulness and perceived ease of use on intention to use. This study provides empirical evidence that users’ attitude toward online check-in plays a pivotal role in determining users’ intention to use online check-in.