Human-Centered Digital Innovation in Hospitality: Examining Online Check-in Adoption Using TAM

Applications of digitalization in the hospitality industry have been growing lately. Online check-in is one of the examples of technologies implemented in the hospitality industry. Therefore, this study aims to determine factors affecting users’ intention to use online check-in (OCI) at hotel in Jakarta by using Technology Acceptance Model (TAM). Quantitative explanatory method was applied in this study. Data were collected from 150 respondents using online questionnaire and analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The results show that perceived usefulness (PU) and perceived ease of use (PEOU) have no significant direct impact on intention to use OCI. PU and PEOU significantly influence users’ attitude towards technology. In addition, users’ attitude has positive and significant effect on intention to use. Attitude fully mediates PU, PEOU and intention to use relationship. The study shows that the users’ overall evaluations toward system have more important role in technology adoption than perceived functional image. This study contributes to the extension of TAM toward emerging markets application in hospitality industry in urban context. Regarding managerial implications, this study shows that hotel managers should focus on creating enjoyable experience towards users to achieve positive attitude. Results also highlighted the critical role that human-centric and participatory design can play in the development of hospitality technology to ensure solutions are accessible, intuitive, and generally accepted. This study also contributes toward achieving Sustainable Development Goals Number 11 by promoting smart tourism through utilizing digital solution to improve services efficiency in city destination.