scholarly journals The Effects of Consumer Readiness on the Adoption of Self-Service Technology: Moderating Effects of Consumer Traits and Situational Factors

2020 ◽  
Vol 13 (1) ◽  
pp. 95
Author(s):  
Hyeon-Sook Shim ◽  
Sang-Lin Han ◽  
Joseph Ha
Keyword(s):  
Service Quality ◽  
Service Industries ◽  
Point Of View ◽  
Situational Factors ◽  
Technology Readiness ◽  
Labor Costs ◽  
Service Employees ◽  
Customer Services ◽  
Self Service ◽  
Self Service Technology

Self Service Technology (SST] refers to technological interfaces that enable customers to produce a service independently, without service employees’ direct involvement. Because of the recent technological evolution and rising labor costs, most companies in the retail and service industries tend to use more technology-based SST options. This study tried to investigate the effects of technology readiness and consumer readiness on SST service quality, attitude toward using SST, and intention to use SST in the restaurants. This study verified that consumer readiness as well as technology readiness is a significant leading variable that influences perceived SST service quality that previous studies have not dealt with. The results of this study can provide various suggestions regarding the recent technology-based customer services from the practical point of view.

Managing self-service technology service quality to enhance e-satisfaction

2015 ◽  
Vol 7 (4) ◽  
pp. 373-391 ◽  
Author(s):  
Sakun Boon-itt
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Structural Equation ◽  
Perceived Value ◽  
Situational Factors ◽  
Content Type ◽  
Technology Service ◽  
Antecedents And Consequences ◽  
Self Service ◽  
Self Service Technology

Purpose – The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service technologies (SQ-SSTs) by empirically testing a comprehensive model that capture the antecedents and consequences of SQ-SSTs to predict e-satisfaction in the context of digital banking in Thailand. Design/methodology/approach – A questionnaire was constructed and responses were obtained from 222 respondents who have a complete digital banking experience (both online and mobile banking). Hypotheses were tested using structural equation modelling, following a mediating analysis process. Findings – Results show that technology readiness (TR) as the antecedent has an influence on SQ-SSTs, which in turn improve e-satisfaction. The paper also found that even though SQ-SSTs can positively influence e-satisfaction, perceived value partial mediates the link between SQ-SSTs and e-satisfaction. Research limitations/implications – Further research should investigate the possible influence that some situational factors may have on the model. Factors, such as waiting time and the presence of other customers, should be taken into consideration in future studies. Practical implications – Managers may, therefore, particularly wish to consider TR and customers’ perceived value when trying to offer SSTs to the customer. Originality/value – The results contribute to the literature in information systems and service marketing by highlighting a key mechanism through which firms can enhance SQ-SSTs and e-satisfaction.

scholarly journals Technology Readiness and Likelihood to Use Self-Checkout Services Using Smartphone in Retail Grocery Stores: Empirical Evidences from Hyderabad, India

2018 ◽  
Vol 7 (1) ◽  
pp. 1-15 ◽  
Author(s):  
Hory Sankar Mukerjee ◽  
G. K. Deshmukh ◽  
U. Devi Prasad
Keyword(s):  
Mobile App ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Technology Readiness ◽  
Grocery Stores ◽  
Perceived Ease Of Use ◽  
Self Service ◽  
Positive Correlations ◽  
Self Service Technology ◽  
Retail Grocery

Present study is an attempt to measure technology readiness of Indian customers towards self checkout service (SCS) through mobile app at retail stores at Hyderabad, India. Self-checkout services (SCS), a key offering of self service technology (SST), ‘is the technological enablement of customers to make payments and complete a checkout, after shopping, with little or no interaction with a service employee.’ Researchers also studied correlations between technology readiness, perceived usefulness, perceived ease of use, and likelihood to use SCS. For the purpose of the study TRI 2.0 developed by Parasuraman and Colby (2015) was used along with items of perceived usefulness and perceived ease of use, adapted from Davis (1989) , and items of ‘likelihood to use’ adapted from Bitner, Ostrom and Meuter (2002) . The findings of the study reveal that respondents’ technology readiness was moderate with respect to mobile based SCS. Significant positive correlations were found between: technology readiness and perceived ease of use, perceived ease of use and perceived usefulness, perceived ease of use and likelihood to use, perceived usefulness and likelihood to use. Further the respondents were categorised in to five technology segments as sceptics, explorers, pioneers, avoiders and hesitators.

Service Quality Dimensions Within Technology-Based Banking Services

2013 ◽  
pp. 198-248
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

scholarly journals Assessing Chinese Consumers Likelihood To Adopt Self-Service Technologies

2011 ◽  
Vol 8 (2) ◽  
Author(s):  
Kevin M. Elliott ◽  
Juan (Gloria) Meng
Keyword(s):  
Cluster Analysis ◽  
Technology Readiness ◽  
Chinese Consumers ◽  
The World ◽  
Self Service ◽  
Self Service Technology ◽  
Consumer Types

The proliferation of new self-service technology in retailing suggests a need to assess the extent to which consumers are ready and willing to actually use the technology. This study examines the influence that the dimensions of the Technology Readiness Index (TRI) has on the propensity of consumers in China, one of the fastest growing economies in the world, to use self-service technology to complete retail transactions. Cluster analysis was also used to classify Chinese consumers into consumer types based on their TRI scores. The findings indicate that the dimensions of TRI impacts consumer types differently with respect to influencing the likelihood of using self-service technology. Implications of the consumer classifications are also discussed.

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

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