Self-service Experience Research Articles

THE INFLUENCE OF SELF-SERVICE EXPERIENCES ON CUSTOMER SATISFACTION

Successful companies consistently provide higher levels of satisfaction to their customers. This study is to determine the impact of self-service experiences on customer satisfaction. For the purpose of the study, 120 McDonald's customers were selected for a survey. The results showed that being technologically ready positively and substantially affects customer satisfaction through the medium of Customer Trust. Self-service can be more efficient and successful, and customers can be more satisfied if the necessary technology is in place. Self-service experience quality and client satisfaction are impacted by trust and perceived value. This research contributes to understanding what it takes to keep repeat customers happy and returning for more business.

Study on the Consumers’ Satisfaction Extension for Self-service Technology and the Role of Demographic Characteristics in Hong Kong Fast-food Restaurants During the COVID-19 Epidemic

This study explores the effects of perceived ease of use, perceived usefulness, service speed, and perceived enjoyment on experience satisfaction and experience extension when Hong Kong fast-food restaurant consumers use self-service technology and the impact of different consumer characteristics on the degree of different experience satisfaction. Using a mixed research method, combining qualitative and quantitative methods, using focus groups and literature discussions as the collection of qualitative data, using interview questionnaires and large-scale questionnaires as the collection of quantitative data. Moreover, recovering effective data by snowballing is one of the non-probability methods. There are 315 questionnaires in total. Using the SPSS system to analyze the collected data, the results show that all factors are essential, and the relationship between each group of variables is positively correlated. Age, gender, and education level of consumer characteristics all have significant differences in experience satisfaction, while income and marital status have no significant differences in experience satisfaction. It is recommended that policymakers, technology providers, and industry work together to improve existing technologies and allow seniors to have a more inclusive experience, reduce the gap in experience satisfaction among consumers with different educational levels, and increase the satisfaction of the self-service experience of consumers with lower education levels.

Digital Platform-Mediated Tourism System in Small-Town Destination

This research aimed to design and develop a digital platform-mediated tourism system for self-service information in small-town destinations. It focused on a case study performed in Koh Raet, Surat Thani province, Thailand. The system consists of the Tourism Information Service (TIS) system and a digital game for discovering Koh Raet. The TIS System is designed for self-visiting activities in Koh Raet. Furthermore, the digital game for exploring and discovering Koh Raet was also integrated with a QR code, with the objective of improving tourist experiences. A qualitative approach was conducted, followed by managing the system development, and finally, the system evaluation related to the efficiency of the proposed system was performed. To evaluate the system, we gathered qualitative data from an online questionnaire. Based on the results, we conclude that the participants were highly satisfied with the system's performance. The research contributes to empowering small-town tourism by combining tourism information services and gamification into a digital-platform-mediated tourism system. Another contribution is to provide a self-service experience for travelers in small-town destinations, offering reliable and up-to-date information about the destination. Furthermore, it is intended to foster small-town tourism promotion, and boost tourism activities in small-town destinations in sustainable ways

The power of self-service technologies in creating transcendent service experiences

PurposeThe purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience.Design/methodology/approachQuestionnaires were administered to 220 hotel and restaurant customers. The researchers tested the hypotheses by using descriptive analysis, confirmatory factor analysis and path analysis.FindingsBoth extrinsic and intrinsic attributes of SSTs influence consumers’ satisfaction with SST usage significantly, while the extrinsic attributes play a stronger role. It is worth noting that while the intrinsic attributes have a significant impact on consumers’ transcendent service experience, the extrinsic attributes negatively influence such experience.Practical implicationsThe findings help managers create effective strategies to better match consumers’ needs and to deliver more customized self-service experience. The role of SSTs can be expanded beyond functional attributes to satisfy consumers’ curiosity, foster customer–customer interactions and personalize consumer experience.Originality/valueAlthough most SSTs research focus on technology adoption intention, features, functionality and benefits to the service provider, this research is among the first attempts to examine the role of SSTs in creating better consumer experience. The bidimensional conceptualization of SSTs experience developed in this research suggests that SSTs in the hotel and restaurant sector should be utilized for reasons beyond their utilitarian attributes: SSTs should be designed to help create a transcendent service experience.