Author(s): Yasintha Soelasih, Sumani
Flight services are now carried out with officers ready to help consumers. Although ticket purchases and check-in can be done independently, many consumers still carry out the manual procedure with the officers’ help. However, technological developments encourage changes in services provided by airlines, namely the transition of service from officer assistance to independent consumers. Self-service (SS) designed in the aviation industry starts from searching for information to pick-up and check baggage independently. Therefore, to generate intention to use, the factors of perceived usefulness, trust, perceived ease of use, and perceived benefits need to become the company’s attention. An experiment was conducted by comparing the service from customer service (CS) to SS by involving 244 millennial participants. The data were analyzed using paired-sample t-test to see the difference between CS and SS, multiple regression to see the effect of the independent variable on the dependent, and SPSS process macro to see that the moderating variable can strengthen or weaken the relationship between the independent and dependent variables. In addition, validity and reliability tests done using Cronbach’s alpha. The results showed that there was no difference between CS and SS in perceived usefulness (SS), perceived benefits (CS), and SS influence intention to use. Age only moderated the perceived benefits of intention to use in CS.