Self- Service Kiosks: A Study on Usability and Customer Perception in Hospitality Industry in Malacca

Abstract

The hospitality industry, in recent years, has undergone widespread digitalization with self-service kiosks (SSKs) being one of the key innovations aimed at enhancing operational efficiency, reducing customer wait time, and enhancing overall service experience. The research explores SSK usability and attitude of customers towards SSKs in Malacca's hospitality industry in Malaysia, a city rich in cultural heritage and having a rapidly developing tourism sector. Although the application of these technologies has seen growing prevalence globally, minimal research of this kind has been conducted in the Malaysian context, particularly in culturally oriented destinations where cultural diversity and digital literacy levels can have a bearing on user acceptance. Drawing upon the Technology Acceptance Model (TAM), this study evaluates how usage experience, features and functionality, and perception and attitudes contribute to the successful adoption of SSKs in hospitality settings.