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1 – 4 of 4Abdul Kadir Othman, Muhammad Iskandar Hamzah and Lailatul Faizah Abu Hassan
Based on the E-Service Quality (E-SQ) model, this study investigates the effects of self-service technology (SST) quality attributes, specifically automated teller machines (ATMs…
Abstract
Purpose
Based on the E-Service Quality (E-SQ) model, this study investigates the effects of self-service technology (SST) quality attributes, specifically automated teller machines (ATMs), on customer satisfaction. The interaction effects of technological optimism on the abovementioned link are also examined. SST usage is conceptualized as a multidimensional construct that consists of five dimensions (reliability, security, convenience, functionality and responsiveness).
Design/methodology/approach
The data were collected through a survey of a sample of Malaysian participants who used cash-recycling ATMs. The proposed theoretical model was tested using partial least squares (PLS) structural equation modeling (SEM).
Findings
The results suggest that reliability, convenience, and functionality are critical factors that affect customer satisfaction in using ATMs. Technological optimism was found to weaken the relationship between reliability and customer satisfaction.
Practical implications
Considering the relative novelty of cash-recycling ATMs in the market, banks should ensure a smooth, error-free and accessible functioning of the system. Special attention has to be given to tech-savvy consumers whose higher level of optimism, with an increase of perceptions of reliability, may suppress their heighten sense of fulfillment. This customer group could be offered interactive digital engagement through mobile applications and social networking channels.
Originality/value
The E-SQ model is a helpful tool to understand the reasons underlying user satisfaction with cash-recycling ATMs. The results also contribute to the theoretical development of the E-SQ model through the integration of technological optimism as a contingent factor.
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Jayaprada Putrevu and Charilaos Mertzanis
This paper aims to present a comprehensive overview of the emergence and significance of digital payments, focusing on their impact on competitiveness and the need for policy…
Abstract
Purpose
This paper aims to present a comprehensive overview of the emergence and significance of digital payments, focusing on their impact on competitiveness and the need for policy interventions. In addition, it explores the design of policies that promote the adoption of digital payments, highlighting the benefits they offer to providers and users.
Design/methodology/approach
The paper examines the technological advances that have driven the growth of digital payment systems. It identifies key requirements for successful adoption and discusses the associated risks, along with potential strategies to mitigate these risks.
Findings
The findings emphasize the importance of responsible implementation and safeguarding the well-being of end users to fully realize the benefits of digital payment adoption. Understanding the inherent risks and establishing effective risk mitigation mechanisms are crucial. This necessitates the development of appropriate infrastructure to support the provision of digital payment services.
Research limitations/implications
More research is needed to gain deeper insights into how emerging global trends in financial technology should be analyzed and understood by policymakers, service providers and users.
Practical implications
The findings of this study can guide policymakers, private sector managers and consumers in comprehending the effects of emerging digitalization trends and determining their adoption responses accordingly.
Originality/value
This paper stands out as one of the few research contributions that provide comprehensive and actionable policy recommendations to facilitate a smooth transition to a digital payments ecosystem that benefits all stakeholders.
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Hong Quan Nguyen, Quynh Huong Nguyen, Phuong Thao Tran, Ngoc Linh Trinh and Quynh Trang Nguyen
The aim of this empirical study is to investigate an integrated model that captures the way service quality of banking kiosks (BK-SQ) exerts its impacts on customer perceived…
Abstract
Purpose
The aim of this empirical study is to investigate an integrated model that captures the way service quality of banking kiosks (BK-SQ) exerts its impacts on customer perceived value and customer satisfaction and the moderating mechanism of technology readiness (TR) in the quality–satisfaction relationship in the banking sector in Vietnam.
Design/methodology/approach
An offline survey was conducted to obtain responses from 604 users of banking kiosks in Vietnam. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling were used for data analysis. The moderating effect of TR was examined following the product indicator method.
Findings
The results validate significant positive correlations between BK-SQ, customer perceived value and customer satisfaction. Among six service quality dimensions, convenience is the most significant factor in predicting perceived service quality. The study also delineates how TR can moderate the link between service quality and customer satisfaction.
Research limitations/implications
Future studies may make further attempts to incorporate other human and demographic factors as a moderator into the research model.
Practical implications
Bank managers should strive to improve the operations of banking kiosks based on six aspects and increase TR levels of customers to boost customer satisfaction with banking kiosks.
Originality/value
The study contributes to the literature on service quality and self-service technologies (SSTs) by offering critical insights into how banks can make use of influence mechanisms in the model to enhance service quality and customer satisfaction.
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Noradzhar Baba, Mohd Hafiz Hanafiah, Aslinda Mohd Shahril and Muhammad Izzat Zulkifly
The purpose of this study is to empirically examine the interrelationship between customer acceptance and usage of self-ordering kiosks, purchase behaviour and post-purchase…
Abstract
Purpose
The purpose of this study is to empirically examine the interrelationship between customer acceptance and usage of self-ordering kiosks, purchase behaviour and post-purchase behaviour in quick-service restaurants. This study also hypothesised that the perceived safety risk moderates the relationship between customer purchase and post-purchase behaviour.
Design/methodology/approach
This study adopted a quantitative research methodology using an online survey. During the data collection process, 430 responses were obtained. The partial-least square-structural equation modelling was used to test the study’s model and hypotheses.
Findings
The results of this study indicated that performance expectancy, effort expectancy, facilitating conditions, social influence, facilitating conditions, hedonic motivation and trust significantly influence purchase behaviour through the self-ordering kiosks. Meanwhile, price value and customer habit did not affect purchasing behaviour, while perceived safety risk as a moderator does not influence re-purchase behaviour.
Practical implications
This study provides valuable implications for foodservice researchers and marketers related explicitly to technology adoption in restaurant services. Given the positive outlook on self-ordering kiosk usage, quick-service restaurants should continuously improve their ordering kiosk adoption and efficiency, especially during the health pandemic.
Originality/value
This study is one of the few to predict and explain the consumer acceptance of self-service kiosks by integrating the Unified Theory of Acceptance and Use of Technology 2 model with other essential behavioural constructs. The inclusion of trust and perceived safety risk construct enhances the study model’s adaptability during health crises.
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