Are you a tech-savvy person? Exploring factors influencing customers using self-service technology

2021 ◽  
Vol 65 ◽  
pp. 101564
Author(s):  
Xinhua Guan ◽  
Lishan Xie ◽  
Wen-Guo Shen ◽  
Tzung-Cheng Huan
Keyword(s):  
Factors Influencing ◽  
Self Service ◽  
Self Service Technology

scholarly journals Factors Influencing the Intention to Use Technology Services to Implement Self-Service Technology Case Study: Situation Pandemic Covid-19

2020 ◽  
Vol 5 (5) ◽  
pp. 342-347
Author(s):  
Erick Fernando ◽  
Surjandy Surjandy ◽  
Meyliana Meyliana ◽  
Henry Antonius Wijadja ◽  
Desman Hidayat ◽  
...  
Keyword(s):  
Intention To Use ◽  
Factors Influencing ◽  
Technology Services ◽  
Self Service ◽  
Self Service Technology

scholarly journals Role of Technology Readiness in Airline Passengers’ Perceptions of Self-service Technology Quality

2021 ◽  
pp. 670-681
Author(s):  
Ekkarat Suwannakul
Keyword(s):  
Air Travel ◽  
Technology Readiness ◽  
Factors Influencing ◽  
Airline Passengers ◽  
Service Option ◽  
Self Service ◽  
Self Service Technology ◽  
Different Characteristics ◽  
One Way Anova

Self-service technology (SST) is more crucial now than before for the service delivery of airlines. Many airlines employ various types of SSTs so that passengers can perform certain services on their own. Although many passengers enjoy using the self-service option, some are not ready to adopt such a technology. This study aims to investigate how passengers possessing different characteristics perceive technology readiness (TR) and examine the influence of TR on perceived SST quality. Questionnaires were used to collect data from airports in Bangkok, Thailand. A total of 382 usable data were analysed using one-way ANOVA and multiple regression analysis. Results indicate significant differences in TR across age, education, occupation, income, types of SSTs and air travel frequency. This study also reveals that TR dimensions, namely, optimism, innovativeness, anxiety and insecurity, are important factors influencing airline passengers’ perceptions of SST quality.

CONSUMER ACCEPTANCE OF SELF-SERVICE TECHNOLOGY IN FASHION RETAIL STORES

2019 ◽  
Vol 2019 ◽  
pp. 440-440
Author(s):  
Jee-Sun Park ◽  
◽  
Sejin Ha ◽  
So Won Jeong
Keyword(s):  
Consumer Acceptance ◽  
Retail Stores ◽  
Fashion Retail ◽  
Self Service ◽  
Self Service Technology

Understanding the differences of public and private self-service technology

2014 ◽  
Vol 28 (1) ◽  
pp. 60-70 ◽  
Author(s):  
Joel E. Collier ◽  
Daniel L. Sherrell ◽  
Emin Babakus ◽  
Alisha Blakeney Horky
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Public And Private ◽  
Content Type ◽  
Private And Public ◽  
Self Service ◽  
Self Service Technology ◽  
Individual Self ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology. Design/methodology/approach – Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings. Findings – The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology. Practical implications – For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer. Originality/value – By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

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