scholarly journals The Association of Information and System Quality toward User Intention in Using Self-Service Technology

2021 ◽  
Vol 11 (11) ◽  
Author(s):  
Areena Dalila Mohd Din ◽  
Mohd. Khirzanbadzli A. Rahman ◽  
Abdul Kadir Othman ◽  
Wan Edura Wan Rashid ◽  
Maz Jamilah Masnan ◽  
...  
Keyword(s):  
System Quality ◽  
User Intention ◽  
Self Service ◽  
Self Service Technology

Why is self-service technology (SST) unpopular? Extending the IS success model

2018 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiunn-Woei Lian
Keyword(s):  
Information Quality ◽  
System Quality ◽  
Is Success ◽  
Content Type ◽  
Is Success Model ◽  
Success Model ◽  
Personal Technology ◽  
Self Service ◽  
Self Service Technology ◽  
Intention To Continue

Purpose Self-service technology (SST) has become popular in many areas, but consumers from many countries still prefer human-provided services. Why is this so? The purpose of this paper is to understand the possible reasons by integrating two perspectives: personal characteristics marketing and the information systems success model (IS success model). Design/methodology/approach The authors propose an integrated model and conduct an empirical questionnaire survey which generates a total of 345 valid responses. Findings The authors find that personal technology anxiety and the need for interpersonal interaction are critical factors that affect SST usage continuance intention. Furthermore, personal technology anxiety affects the consumer’s perception of the quality of both the information and the SST system itself, which determines the level of satisfaction and the intention to continue to use the system. Second, the IS success model perspective reveals that the following factors determine the level of perceived satisfaction with SST: information quality, system quality, enjoyment and design. However, only information quality and system quality affect the intention to continue SST usage. The authors also find that satisfaction and the need for interpersonal interaction also determine the SST usage continuance intention. Originality/value The IS success model is found to be helpful in understanding the underlying reasons for this. To aid in the development of successful future SSTs, these findings can be referenced by countries in which SST is not so popular. Our proposed model further enhances the theoretical development of the IS success model.

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.

scholarly journals Customer Roles in Self-Service Technology Encounters in a Tourism Context

2016 ◽  
Vol 34 (2) ◽  
pp. 222-238 ◽  
Author(s):  
Petranka Kelly ◽  
Jennifer Lawlor ◽  
Michael Mulvey
Keyword(s):  
Self Service ◽  
Self Service Technology

Self-Service Business Intelligence Adoption in Business Enterprises

2017 ◽  
Vol 13 (3) ◽  
pp. 65-85 ◽  
Author(s):  
Mohammad Daradkeh ◽  
Radwan Moh'd Al-Dwairi
Keyword(s):  
Technology Acceptance ◽  
Business Intelligence ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Service Business ◽  
Business Enterprises ◽  
Self Service ◽  
Analysis Quality

Despite the growing popularity of self-service business intelligence (SSBI) tools, empirical research that investigates their acceptance by business professionals is still scarce. This paper presents and tests an integrated model of the antecedents of users' acceptance of SSBI tools in business enterprises. The proposed model is developed based on the technology acceptance model (TAM) and incorporating information and system quality from DeLone and McLean IS success model. It also includes an important factor from the business intelligence literature called analysis quality. To test the model, data were collected through a questionnaire survey from 331 business users working in a variety of industries in Jordan. Data were analysed using structural equation modeling (SEM) techniques. The results demonstrated that the three quality factors– information quality, system quality and analysis quality – are key antecedents of perceived usefulness and ease of use, which in turn were found to be strong predictors of users' intention to use SSBI tools. The findings of this study provide several implications for research and practice, and thus should help in the design and deployment of more user-accepted SSBI tools.

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