Abstract
With the escalating figures of tourists arriving to Malaysia, biometric technology plays a vital role to facilitate identity verification by using a self-service automated fingerprint scanner. Inbound tourists were made compulsory to use the biometric technology at Malaysia’s immigration port of entry by providing their fingerprint data to be stored in the database located at the Ministry of Home Affairs. The database is linked to the police’s existing Biometric Fingerprint Identification System database to grant immigration officers access to the movements of tourists with criminal records. However, the biggest foe of biometric technology is the issue of privacy. There is limited research engaging biometric technology in the tourism industry and this study becomes imperative and important. Based on the unified theory of acceptance and use of technology, this study was to investigate the constructs' effect on tourist satisfaction. Data was collected from 311 inbound tourists at Kuala Lumpur International Airport. They were tested against the research model using structural equation modelling approach. The results indicate that performance expectancy and physical privacy are not significant with regard to tourist satisfaction. We found that effort expectancy, facilitating conditions and informational privacy were all significant constructs that affect tourist satisfaction. These findings provide several important implications for researchers and designers.
Similar content being viewed by others
References
Albright M (2006) No cash? No card? Just stick in finger”. Retrieved from: http://www.sptimes.com/2006/06/20/Business/No_cash_No_card_Just_.shtml. Accessed 15 June 2010
Bilgihan A, Beldona, S, Cobanoglu C (2009) The Adoption of Fingerprint Payment Technology Mechanisms at the Customer End. In: Information and Communication Technologies in Tourism, pp 261–272
Biometric Passport (2014) Retrieved from: https://en.wikipedia.org/wiki/Biometric_passport. Accessed 10 Jan 2011
Breward M, Head M, Hassanein K (2009) Consumer acceptance of biometrics for identity verification in financial transactions. In: ECIS 2009 Proceedings of Paper 294. http://aisel.aisnet.org/ecis2009/294
Brown SA, Massey AP, Montoya-Weiss MM, Burkman JR (2002) Do I really have to? User acceptance of mandated technology. Eur J Inf Syst 11:283–295
Carpenter DR, Mcleod AJ, Clark JG (2008) Using biometric authentication to improve fire ground accountability: an assessment of firefighter privacy concerns. In: Americans Conference on Information Systems, pp 1–10
Chan FKY, Thong JYL, Venkatesh V, Brown SA, Hu PJ-H, Tam KY (2010) Modeling citizen satisfaction with mandatory adoption of an E-Government Technology. J Assoc for Inf Syst 11(10):519–549
Davis FD (1989) Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Q 13(3):319–340
Faster Entry into Australia with E-Passport (2014) The Star, p 42. Retrieved from: http://www.thestar.com.my/News/Regional/2014/02/27/Faster-entry-into-Australia-withepassport/. Accessed 27 Feb 2014
Fightglobal (2012) Airport Security. Retrieved from: http://www.flightglobal.com/features/9-11/airport-security/. Accessed 5 May 2012
Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 48:39–50
Frederick SL (2009) American privacy: the 400-Year History of Our Most Contested Right Beacon. ISBN: 9780807044414
Geva A, Goldman A (1991) Satisfaction measurement in guided tours. Ann Tour Res 18(2):177–185
Hair JF, Black WC, Babin BJ, Anderson RE (2010) Multivariate data analysis, 7th edn. Prentice Hall, Upper Saddle River, New Jersey
Ho G, Stephens G, Jamieson R (2003) Biometric Authentication Adoption Issues. In: Australasian Conference on Information Systems, pp 1–12
Hoe SL (2008) Issues and procedures in adopting structural equation modeling technique. J Appl Quant Methods 3(1):76–83
Immigration Malaysia (2011) Immigration Department of Malaysia. Retrieved from: www.imi.gov.my. Accessed 15 June 2010
IRIS (2013) Iris Recognition Immigration System. Retrieved from: http://www.ukba.homeoffice.gov.uk/customs-travel/Enteringtheuk/usingiris/. Accessed 16 June 2013
Jain A, Ross A, Pankanti S (2004) An introduction to biometric recognition. IEEE Trans Circuits Syst Video Technol Spec Issue Image Video Based Biom 14(1):1–29
Jain A, Ross A, Pankanti S (2006) Biometrics: a tool for information security. IEEE Trans Inf Forensics Secur 1(2):125–143
James T, Pirim T, Boswell K, Reithel B, Barkhi R (2006) Determining the intention to use biometric devices: an application and extension of the technology acceptance model. J Organ End User Comput 18(3):1–24
Kim JS, Brewer P, Bernhard B (2008) Hotel customer perceptions of biometric door locks: convenience and security factors. J Hosp Leis Mark 17(1–2):162–183
Leiper N (1990) Tourist attraction systems. Ann Tour Res 17(3):367–384
Leiss W (1979) The limits to satisfaction. University of Toronto Press, Toronto
Loh FF (2014) Tourism sector rakes in more money for nation. The Star, p 4
Longino C (2006) Pull my finger for payment. Retrieved from: http://www.techdirt.com/articles/20060125/0922251.shtml. Accessed 15 June 2010
Magi T (2007) The gap between theory and practice: a study of the prevalence and strength of patron confidentiality policies in public and academic libraries. Libr Inf Sci Res 29(4):455–470
Matsumoto T, Matsumoto H, Yamada K, Hoshino S (2002) Impact of Artificial Gummy Fingers on Fingerprint Systems. In: Proceedings of SPIE, vol. 4677, Optical Security and Counterfeit Deterrence Techniques IV
McCarthy PA (1980) A study of the importance of generalized attributes in shopping centre behavior. Environ Plan 12:1269–1286
McQuitty S (2004) Statistical power and structural equation models in business research. J Bus Res 57(2):175–183
Morosan C (2012) Customers’ adoption of biometric systems in restaurants: an extension of the technology acceptance model. J Hosp Mark Manag 20(6):661–690
Murphy HC, Rottet D (2009) An exploration of the key hotel processes implicated in biometric adoption. Int J Contemp Hosp Manag 21(2):201–212
Neal JD, Gursoy D (2008) A multifaceted analysis of tourism satisfaction. J Travel Res 47:53–62
Perakslis C, Wolk R (2005) Social acceptance of RFID as a biometric security method. In: IEEE International Symposium on Technology and Society (ISTAS) weapons and wires: prevention and safety in a time of Fear, pp 79–87
Pranic L, Roehl WS, West DB (2009) Acceptance and perceived effectiveness of biometrics and other airport security procedures. Acta Tur Nova 3(1):111–136
Schreiber JB, Nora A, Stage FK, Barlow EA, King J (2006) Reporting structural equation modelling and confirmatory factor analysis results: a review. J Educ Res 99(6):323–337
Sekaran U (2003) Research methods for business, 4th edn. Wiley, United States
Smith HJ, Milberg SJ, Burke SJ (1996) Information privacy: measuring individuals’ concerns about organizational practices. MIS Q 20(2):167–196
Elliott SJ, Massie SA, Sutton, MJ (2007) The perception of biometric technology: a survey. In: IEEE Workshop on Automatic Identification Advanced Technologies, pp 259–264
Tassabehji R, Kamala MA (2009) Improving e-Banking Security with Biometrics: Modeling User Attitudes and Acceptance. In: IEEE International Conference on New Technologies, Mobility and Security, pp 1–6
The New York Times (2004) Summary of Final Report. Retrieved from: www.nytimes.com/2004/07/22/politics/22CND-EXEC-SUMM.html. Accessed 15 June 2010
Thieme M (2010) Privacy concerns and biometric technologies. Retrieved from: http://www.bioprivacy.org/privacy_fears.htm. Accessed 15 June 2010
Venkatesh V, Morris MG, Davis GB, Davis FD (2003) User acceptance of information technology: toward a unified view. MIS Q 27(3):425–478
VMY (2014) Visit Malaysia 2014. Retrieved from http://www.tourism.gov.my/en/my. Accessed 10 Jan 2014
Woodward JD (1999) Biometrics: identifying law and policy concerns. In: Jain AK, Bolle R, Pankanti S (eds) Biometrics: personal identification in networked society. Springer, Berlin
Yahoo! News (2011) New System Causes Long Delays at JB Checkpoints”. Retrieved from: http://sg.news.yahoo.com/blogs/singaporescene/system-causes-long-delays-jb-checkpoints-050832546.html. Accessed 18 April 2012
Zorkadis V, Donos P (2004) On biometrics-based authentication and identification from a privacy-protection perspective: deriving privacy-enhancing requirements. Inf Manag Comput Secur 12(1):125–137
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Neo, HF., Rasiah, D., Tong, D.Y.K. et al. Biometric technology and privacy: a perspective from tourist satisfaction. Inf Technol Tourism 14, 219–237 (2014). https://doi.org/10.1007/s40558-014-0014-8
Received:
Revised:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s40558-014-0014-8