Search results

This study aims to measure the effect of customers’ technology readiness and the quality of electronic services on customer satisfaction.

The statistical sample included 410 respondents from 24 branches of a private bank. The sampling method was questionnaire. Because of the structural and organizational similarity of private banks and the elimination of nuisance variables, a bank with the most branches and customers has been selected. To test the model, equation modeling was performed to test the hypotheses. Data were collected through a self-developed structured questionnaire, which served as the measurement tool as well.

The results of the study showed that technology readiness has a significant and positive effect on customer satisfaction through the quality of self-service. Moreover, the intermediate role of perceived value in this regard was confirmed; however, the role of trust was not confirmed.

Previous studies have considered technology readiness as an effective factor in the quality of self-service and customer satisfaction. In this study, apart from quality of service in self-service banking and customer satisfaction, two variables of trust and perceived value have been investigated. An attempt has also been made to address some questions, including “what the effect of customer technology readiness on perceived value of self-services as well as customer satisfaction is?” and “how it is possible to improve self-service quality in modern banking based on customer expectations?” or “what effects variables such as trust and perceived value have on customer satisfaction?” Having a glance at the studies done before, it can be understood that so far, there has been no study done using a mixture of these variables, yet societies’ demands for self-service operations grow day by day. It is, therefore, mandatory to study the prerequisites associated with any actions before one is taken. The paper contributes in the following way: trust and perceived value are added to the the study because of their role in customer satisfaction. In addition, for the first time, variables have been studied, which had never been under focus in any studies in developing countries before.

This research aims (i) to assess the level of customer satisfaction and loyalty to self-service technologies and Auchan Retail Portugal, (ii) to identify the determinants of customer satisfaction and loyalty to these technologies and also, (iii) to identify their influence on customer loyalty to this modern distribution retailer operating in Portugal.

A conceptual model was defined to meet the research objectives and to carry out the quantitative analysis applied to the random sample (n = 483) of customers. The data used where gathered via an online questionnaire survey, which covered all dimensions of the conceptual model, applied in 2021 in Portugal. To validate the hypotheses, Cronbach’s alpha and multiple linear regression models were used.

The results reveal that customer satisfaction with self-service technologies has a direct and positive effect on customer loyalty to Auchan Retail Portugal. Furthermore, results reveal that the technology utility factors significantly influence the customer technology experience which has an impact on perceived service quality and perceived risk. The findings of this research provide data on how to improve customer adoption and satisfaction with self-service technology and highlight that these technologies should be part of firm’s competitive strategy.

This study presents itself as a novelty for science, while granting important contributions to the retailer. It presents an innovative conceptual model that delivers to Auchan the basis for it to move toward smart retail technologies, aiming at the market trend of personalization. For future research, this study can be used as an instrument to evaluate the customer experience with self-service technology and to examine the determinants and effects of self-service technology separately.

This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty.

A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021.

This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates.

This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty.

This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.

In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could simply be explained by multiple motivations of the social exchange theory.

A survey approach was followed. The model was tested among 258 electronic banking customers in South Africa and later cross-validated among 253 electronic banking customers in Australia. Multi-group confirmatory factor analysis with country as the grouping variable, latent variable modelling and indirect tests were performed to assess interrelationships among diverse factors that may contribute to customer support and help during self-service encounters, as accounted for by motivations of the social exchange theory.

Adequate model fit was obtained for the combined structural model, which was based on the invariant model. Value contribution and competence affirmation, pleasure derived from helping, reciprocity and reputation enhancement are relevant motivations of the social exchange theory that may impact customer support and help through knowledge sharing.

The study provides a simplified and more cohesive explanation of customers' motivations for engaging in customer support and helping behaviours during self-service encounters.

Service providers seeking guidance on knowledge sharing among customers, which may lead to greater service quality, should benefit from this research.

The findings contribute to greater understanding of social exchanges by customers who provide support and help to other customers during self-service encounters, and that ultimately may affect service quality.

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).

The authors propose an integrated model and conduct an empirical questionnaire survey which generates a total of 345 valid responses.

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.

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.

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.

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.

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.

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.

Managers may, therefore, particularly wish to consider TR and customers’ perceived value when trying to offer SSTs to the customer.

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.

The purpose of this paper is to identify the factors that explain the acceptance of self-service ordering systems (SOSs) for restaurants and to explore the effects of “self-service system service quality” (SSQ) and “interpersonal service quality” (ISQ) on the acceptance factors extended from the Unified Theory of Acceptance and Use of Technology model.

This study targets customers who have recently used SOSs to order foods in middle-class restaurants. In total, 402 valid survey samples were obtained. Partial least squares (PLS) analysis was used to examine the factors of user acceptance of using SOSs.

The results of the PLS-SEM analysis indicate that SSQ has a significant effect on accuracy expectancy, speed expectancy and effort expectancy; ISQ has a significant effect on accuracy expectancy, speed expectancy, effort expectancy and facilitating conditions; and accuracy expectancy, speed expectancy, effort expectancy, social influence, facilitating conditions and budget expectancy significantly influence user acceptance of SOSs. Furthermore, user experiences moderate the effect of speed expectancy and effort expectancy on user acceptance.

This study introduces three technology acceptance factors (accuracy, speed and budget) for researchers to consider in the future. It also extends the knowledge about the human service factor when middle-class restaurants adopt self-service technologies (SSTs). Recommendations are provided for system developers to improve the system quality of SSTs and service staff to rethink their roles in adopting SSTs in the service industry.

本文研究目的有:（1）确认解释客人接受餐厅自助订餐系统（SOSs）的决定因素（2）探索自助系统服务质量（SSQ）和人机服务质量（ISQ）对于UTAUT模型科技接受因素的作用。

本论文的目标受众为近期使用过SOSs在中等餐厅点餐过的客人。样本为402份有效问卷数据。本论文使用PLS分析检测用户接受SOSs的各项因素。

PLS-SEM分析结果表明, SSQ对准确预期、速度预期、努力预期, 有显著作用; ISQ对于准确预期、速度预期、努力预期、以及辅助条件, 有显著作用; 准确预期、速度预期、努力预期、社会影响、辅助条件、以及预算预期对于SOSs用户接受有显著作用。此外, 用户体验调节速度预期和努力预期对于用户接受的作用。

本论文新增了三种科技接受因子（准确度、速度、和预算）, 为未来的科研创造土壤。本论文还扩展了我们对于人员服务因子在中等餐厅采用SSTs的认知。本论文建议系统开发者应该提高SST系统质量, 以及建议服务人员重新审视在服务产业采用SST中自己的位置。

The study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.

Based on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.

Few 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.

This empirical research was conducted primarily on the young population.

The study will benefit managers in making better decisions on how to make SST work successfully for their organizations.

First, 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.

Previous studies have considered customers' psychological responses to intelligent retail technology adoption, but have not considered how technology integration systems could promote the relationship between retailers and consumers. Based on the Stimulus–Organism–Response framework, this paper proposes a customer engagement model in a fully intelligent retail environment. The concept of the quality of intelligent experience is constructed from the perspective of customer experience, and the effect of the mechanism of smart retail on the customer engagement relationship is discussed.

Using two surveys, this study analyzes 201 (in study 1) and 321 (in study 2) questionnaires by using structural equation model in partial least square software.

The analysis shows that the human–machine interaction, intelligent systems and the product content of the quality intelligent experience significantly impact customer engagement on smart retail.

This research was designed for general retail products, without distinguishing between different product types. Thus, it did not consider the moderating effect of product types.

The findings enrich the intelligent retail technology field and provide operable guidance to help smart retailers improve customer relations.

This paper proposes a customer engagement model to describe how technology integration systems promote the relationship between retailers and consumers.