Use Of Self-service Technologies Research Articles

Self-Service Technology Use by Older Adults: Moderating Effects of Need for Interaction

Changing face-to-face services to technology-based self-service can pose several challenges. This study aims to analyze whether the characteristics of elderly consumers who like to interact directly can moderate intentions toward behavior using self-service technology. Data were collected using questionnaires distributed to 204 elderly respondents in two provinces in Indonesia. The results showed that perceived usefulness of self-service technology is more important to increase behavioral intention to use STT than perceived ease of use. In addition, the influence of behavioral intention on self-service use behavior will be more assertive in individuals who enjoy face-to-face interaction. This study emphasizes the moderating role of the need for interaction in the relationship between behavioral intention and the use of SST among older individuals in developing countries. Self-service technology can be an alternative for older adults in developing countries to get services without relying on human services. However, the usefulness of service technology must be conveyed to consumers as service users. This research was conducted during the transition period due to COVID-19. However, future research, conducted in more normal conditions, might yield different results.
 Keywords: self-service technology, older adult, need for interaction, TAM, developing country

Analysis of Factors Affecting The User Acceptance's Level of Self-Service Technologies at Indonesian Airport

The emergence of the COVID-19 pandemic in early 2020 had a huge impact on the airport industry. Problem faced by airport industry shows that the use of Self Service Technologies is still below 25% of the total passenger movement. The result of this study is a conceptual model developed from the UTAUT2 and Technology Readiness model and adding three variables namely Perceived Trust, Perceived Enjoyment and Reduce Wasting Time to the conceptual model. The result shows that Performance Expectancy, Effort Expectancy, Habit, Optimism, Innovativeness, Reduce Wasting Times, Perceived Trust and Perceived Enjoyment that significantly affect the level of acceptance of Self Service Technologies. Another result of this study shows that Hedonic Motivation is not influenced the acceptance level of Self Service Technologies.

Analyzing the Use of Artificial Intelligence and MachineLearning in Customer Support Systems

In order to identify areas that need further research, this study will analyze how machine learning (ML) and artificial intelligence (AI) technologies are applied in various customer services. This is done by using a systematic review of literature procedure to examine publications on the application of AI and ML in customer service that have been posted on various academic websites. Numerous AI and ML approaches may be applied by businesses to improve customer support and assistance. The use of self-service technologies, integrated product-service offers, service excellence, and word-of-mouth marketing are some of these techniques. The study’s conclusion addresses the customer service knowledge gaps that it identified when reviewing the literature. The information provided by the current study on how Artificial Intelligence (AI) and Machine Learning (ML) technologies may be applied or properly used to improve customer service or may be fruitful to businesses. The findings of the study will provide theoretical and practical implication of AI and ML in customer support system to develop more effective and efficient strategies to the users and policy makers. Ultimately the findings of the study will help increase the degree of satisfaction of customer. Longitudinal studies should assess AI and ML’s long-term impact on customer support systems, balancing human-AI collaboration, developing transparent models, considering cross-cultural factors, and adopting a human-centric design approach.

The Impact of Passenger Characteristics on Use of Self-Service Technologies for Check-In Process: A Case Study of Sydney Airport

Due to the severe global competition in the aviation industry, airports give top priority to passenger services. Therefore, a study of characteristics associated with passenger services is one of the most important measurements in the aviation industry. The objective of this study was to analyze the impact of passenger characteristics on the use of self-service technology (SST) for the check-in process at Sydney Kingsford Smith Airport. A survey was conducted online amid the COVID-19 pandemic for data collection. Based on the collected responses, this study analyzed the sociological and demographic characteristics of the passengers and situational factors related to characteristics of SST usage. T-test and Chi-square test were used to gain an understanding of the impact of these characteristics in the context of SST usage. With these analyses, this study was able to show the impact of passengers’ sociological and demographic characteristics such as level of education, flying experience, and age on the use of SST. In addition, this study showed the impact of situational factors related to characteristics such as better signage to locate the service, better corporation by staff members, less crowd or waiting time, and less processing time on the use of SST. Further, the results obtained in this study showed that traveling frequency impacts the passenger processing time at self-service kiosks, and that the use of a self-service kiosk impacts passenger arrival time at the airport. The findings in this study could potentially help airports in improving passenger experience and SST usage.

Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies

Waiting time appears to be an unavoidable part of the service industry, particularly at the airport, where you may encounter delays due to check-in, screening, and other activities. This waiting experience can vex customers, affecting their perception of the service provider and, consequently, their loyalty. Our study aimed to determine the effect of waiting time satisfaction and the use of self-service technology on the long-term sustainability of customer loyalty. 750 structured questionnaires were distributed to travelers at two international airports in Turkey. PLS-SEM was used to analyses the models. Our findings indicate that customer satisfaction with waiting times and the use of self-service technologies are critical for the long-term sustainability of customer loyalty. Additionally, we discovered that waiting time satisfaction partially mediates the relationship between self-service technology use and long-term customer loyalty. Finally, the managerial implications were discussed, including future research suggestions.

Website Aesthetics and Technology Playfulness in Encouraging Customer Use of Online based Self-Service Technologies: Special Reference to Commercial Banks in Sri Lanka

Rapid technological advancements have aided the service sector's continued evolution, converting traditional physical service encounters managed by service professionals into self-service technologies (SSTs) controlled by customers. Despite the fact that prior studies have attempted to understand customers' technology acceptance in general, sufficient attention has not been paid to the study of self-service technologies, particularly Online based SSTs. Hence, the purpose of this study is to investigate the website aesthetics and technology playfulness of online-based SSTs leading the use of self-service technologies in the Sri Lankan commercial banking industry. A qualitative approach was undertaken, conducting 50 semi-structured interviews with banking customers who use SSTs in the Western Province, Sri Lanka with the use of a non-probabilistic purposeful sampling strategy. The method of thematic analysis was used to analyze the data. The findings revealed “Information quality and guidance”, “Innovative systems and facilities”, “Use of multiple languages”, “High interactivity” and “Visually appealing techniques” as the five themes of website aesthetics and “Enjoyment”, “Exciting”, “Entertaining”, “Creativity”, “Delight” and “Appealing features” as the six themes of technology playfulness leading towards the use of online-based SSTs in the banking sector. The findings would occupy the vacuum of existing literature on the customer use of online-based self-service technologies. Practitioners will be given direction with the understanding on how consumers could be encouraged towards the use of online-based SSTs with the integration of website aesthetics and technology playfulness to improve the delivery of self-service technologies in the commercial banking sector.

Exploring dimensions of the customer experience at budget hotels during the COVID-19 pandemic: a netnography approach

Purpose In 2020, the world encountered travel restrictions because of pandemic, and the hospitality sector across the globe was one of the most affected industries. The purpose of this study is to further explore real-time experiences of guests who stayed in budget hotels and how pandemic has changed the expectations of its customer segment. Design/methodology/approach The current study uses netnography to examine customer experience of guests who stayed at budget hotels during the COVID-19 pandemic. A thematic analysis was conducted using NVivo 12 plus on 1,391 customer reviews collected from various travel portals. Findings The results suggested personalization and hygiene were the most significant themes that influence customer experience during the COVID-19 pandemic. The authors’ analysis revealed that the use of self-service technologies like contactless services during check-in, checkouts and use of Quick Response codes in restaurants and other services would help reduce the perceived risk of guests and enhance the overall customer experience. Originality/value The branded budget hotel sector has pumped in lot of money envisaging growth just before the COVID crises emerged. Therefore, the fast recovery is of paramount importance for the sector. Additionally, majority of the pandemic-related studies in hospitality sector have focused on luxury hotels and failed to address the real-time experiences of customers with respect to budget hotels of a developing country. The outcome of this study will be relevant for the budget hotels and policymakers because they face the crucial task of reviving and sustaining enterprises and the industry at large.

SELF-SERVICE TECHNOLOGY (SST) IMPLICATION TOWARD INTENTION TO REVISIT IN SMALL HOTELS: A CASE STUDY OF NAKHON RATCHASIMA PROVINCE, THAILAND

Self-service technology is an innovation that requires communication over the Internet through high-efficiency platforms. However, with the ability of each guest, it may cause problems in technology use. This study aims to investigate the effect of self-service technology, technology adoption, electronic service quality, satisfaction on repeat service use intention for small hotels in Nakhon Ratchasima province, Thailand. To develop and test a structural equation model, and to analyze the direct and indirect effects of all five components. The data was collected by using questionnaires from 412 samplings of small hotel guests in Nakhon Ratchasima province, Thailand, via an online survey by Google form during the COVID-19 pandemic. The descriptive statistic and path analysis were applied. The results found that the model is consistent with empirical material in statistical significance. It can confirm that three significant factors effects repeat service use intention which is 1) self-service technology, 2) technology adoption, and 3) satisfaction. Moreover, self-service technology has direct significantly affected technology adoption, electronic service quality, satisfaction, and repeat service use intention respectively. To investigate the positive effect of self-service technology, technology adoption, electronic service quality, satisfaction on repeat service use intention for small hotels in Nakhon Ratchasima province, Thailand. The quantitative approach was employed by using structural equation modeling for path analysis. The data was collected by using questionnaires. There were 412 samplings from small hotel guests in Nakhon Ratchasima province via an online survey by Google form during the COVID-19 pandemic. The results found that the model is consistent with empirical material in statistical significance. It can confirm that three significant factors effects repeat service use intention which is 1) self-service technology, 2) technology adoption, and 3) satisfaction. Hence, to implement the use of self-service technology for small hotels that should focus on these factors. The authors would recommend applying the self-service technology for small hotels as technology plays an increasingly important role in the hospitality industry, small hotels need to survive the increasingly intense competition. This research contributes the new model for small hotels to implement the use of self-service technology and it can create the guest experience and satisfaction. However, the potential of people in different societies should be considered for technology adoption.

고객의 코로나19 위험지각이 항공사 모바일 체크인 서비스 이용의도에 미치는 영향: 보호동기이론 관점

With the advent of the 4th Industrial Revolution, the development of automation technologies based on artificial intelligence and big data is taking place in order to reduce labor costs and increase convenience. Due to the outbreak of COVID-19 in December 2019, the development and use of technology began to accelerate, and the provision of non-face-to-face services in the tourism industry is becoming active. People have a higher preference for non-face-to-face services than face-to-face services due to their motivation to protect themselves from the risk of COVID-19. The airline’s mobile check-in service, one of the self-check-in services, is thought to need research as it has the difference that users who are sensitive to contact with others use their own devices, not devices used together by unspecified people. On the other hand, non-face-to-face self-service can have a very positive effect through labor cost reduction from a corporate perspective, but users can perceive it negatively. This is because it can be recognized that there are digital underprivileged people who cannot adapt to these changes and complain of difficulties due to rapid technological development, and accordingly, they are forced to use self-service technology. This study aims to clarify the intention to use the airline’s mobile check-in service according to the difficulty and compulsory use of self-service technology, along with the intention to use the airline’s mobile check-in service.

Technology Playfulness and Anxiety as Motivators and Hindrances of SST Adoption: Commercial Banking Sector in Sri Lanka

The swift growth of technological improvements has supported the continuing transformation of the service sector, in its conversion from conventional physical service encounters handled by service professionals into customer-controlled self-service technologies (SSTs). Even though prior research attempts have been made in assessing the acceptance of technology in general, the insufficient focus is placed on self-service technologies. Further, understanding the target customer is crucial with the fierce competition existing in the market sided with the development of technology. Therefore, the purpose of this study is to investigate which elements comprise the customers’ technology playfulness and anxiety and how it influence the use of self-service technologies in the Sri Lankan commercial banking sector. The study undertook a qualitative approach with 50 semi-structured interviews from Western province banking customers who use SSTs utilizing a non-probabilistic purposeful sampling strategy. The data were analyzed using the technique of thematic analysis. The findings revealed “Enjoyment”, “Fun”, “Innovativeness”, “Entertaining”, “Creativity”, “Pleasure” and “Appealing features” as the seven themes of technology playfulness motivating the use of SSTs and “Transaction doubts”, “Elderly difficulties”, “Verification doubts” and “Security doubts” as the four themes of hindering factors towards the use of SSTs in the banking sector. The findings would contribute to the literature gap on the customer movement towards self-service technologies. Insights from the study would support the practitioners in understanding how to improve with the proper use of technology and delivery of self-service technologies in the commercial banking sector of Sri Lanka.

The Use of Self-service Technology to Complement Human Touch Services in Bangkok

The development of science and technology brings to people, fast, convenient and more accurate service experience. Human-technology interaction is now a controversial topic. Hospitality has always been, and will always be, a people-driven industry. So, it's a challenge to find a way to integrate technology with this people-driven industry. The aim of this study is to explore how to remain the human touch in the self-service technology (SST) experience. And eventually aim is finding ways to create exceptional service for guests.

Four Flavours of Customers: A dual-system perspective on self-service technology use

Self-service technologies (SSTs) increasingly permeate retail spaces. To make their SST investments worthwhile, retailers need to turn enough customers into SST users. Previous research has uncovered the significance of habitual behaviour stemming from prior experience and situational factors from the environment on SST use. However, consumers are likely to vary regarding the extent they are driven by either habit or situational factors, suggesting that different types of consumers might exist in this regard. In this paper, we probe these consumer types in a real-life choice situation by studying the choice of selecting a checkout option (either staffed or self-checkout). We conduct a field study employing mixed qualitative methods by observing and interviewing customers checking out from retail stores. We discover four distinct customer types regarding the extent of reflexive (automatic) and reflective (deliberate) processing they use in their checkout selection: habitual traditional checkout users, habitual SCO users, situational users, and drifting users. We discuss the implications of our findings by linking the cognitive processing styles to the different stages of technology acceptance. Our main contribution lies in the development of a typology of consumers based on their selection between SST and human-delivered service.

Prominence of Information Richness in Accepting Online Based Self-Service Technologies

Most of the service organizations are now moving to provide their services at a remote basis with Self-Service Technologies (SSTs). This is a natural outcome of technological maturity and would be the norm of many service transactions in future. Currently in many of the services, customers have the choice to use either SSTs or physical service encounters with service employees according to their desire. However, the future is predicted to replace many service employees with self-service machines and humanoid robots. Therefore, it is the responsibility of the service organizations to make their customers ready for such a future. Use of self-service technologies typically take place without the presence of organization’s service staff. Thus, machines should provide necessary guidance and instructions to customers so that they can perform well without difficulties. If SSTs are not rich with information, customers would be in trouble without proceeding with their transactions successfully. Therefore, the quality of information would be a matter for successful online based self -service transactions. Thus, the aim of this study is to understand the information richness in online based self-service technologies from the customer perspective. Using the qualitative approach, semi structured interviews were conducted with 25 individuals who have experience in using online based SSTs. The study found seven key factors which determine the richness of information in online platforms namely ‘Relevance, Timeliness, Accuracy, Clarity, Consistency, Sufficiency and Simplicity’. The study enriches the theoretical landscapes by broadening the understanding on significance of information richness in accepting online based self-service technologies while on practical ground provides insights for service providers in designing their SSTs with rich and necessary information which is required to perform successful transactions.

Effects of social interaction flow on experiential quality, service quality and satisfaction: moderating effects of self-service technologies to reduce employee interruptions

ABSTRACT This paper uses two studies to explore how experiencing a state of flow in social interactions influences assessments of dining out among customers engaged in socialization with friends, family members or colleagues. The paper further tests the moderating effect of self-service technologies, which reduce employee interruptions, on the association between customers’ flow state and assessments of experiential quality, service quality and satisfaction. The results suggest that experiencing a state of flow in social interactions is a critical determinant of experiential quality, service quality and satisfaction. Interruptions to this flow state by service employees can have significant negative consequences on experiential quality, service quality and satisfaction. These negative influences can be mitigated by the use of self-service technologies, which facilitate a social flow state and increase perceptions of experiential quality, service quality and satisfaction.

Využití samoobslužných pokladen v maloobchodě: jejich vliv na zákaznickou spokojenost a vývoj těchto technologií na českém trhu

During the last few years consumer behavior has significantly changed. Implementation of self- service technologies (SSLs) has influenced interactions between consumer and retailer. Thanks to current situation, where social contacts are being restricted, the use of SSLs is growing. Due to this trend, there is a greater need to evaluate the impact of those technology on consumer behavior. Objective of this article is to review available research on consumer satisfaction at Self-service checkout and to asses situation at the Czech retail market. Result of literature review is not explicit and shows significant potential for further research. Analyses of Czech retail market were done in cooperation with Bizerba Czech & Slovakia organization by secondary research and telephone interviews with selected retailer organizations. Research results point out that the Czech retail market is below the level of European market Self-service checkout technology implementation. Even greater gap is between international retailers and national local retail organizations where implementation of those Self-service technologies is close to zero.

Exploring the factors that drive use of self-service technologies in air-travel in an African country

Exploring the factors that drive use of self-service technologies in air-travel in an African country

Relationship Marketing and Information Technology’s Impact on Customer Satisfaction and Commitment

The rapid growth of the technology industry has changed the condition of relationship marketing. The business has simultaneously become more comfortable and more complicated. It is easier because one can send and receive business information in the click of a button, it is complicated because the new technologies bring new demand and challenges to the companies. The use of self-service technology is widespread in China. The purpose of this paper is to show the impact of information technology on relationship marketing and the factors that lead to customer satisfaction and commitment to SSTs usage. SPSS was used for the study. The finding of this study shows that trust is a significant factor for achieving customer satisfaction and commitment, followed by perceived convenience. Customer satisfaction has the highest relationship with customer commitment. This study may help the bank administration to improve the (ATM) self-service technology in a way that will bring more satisfaction to the customer, which will result in commitment.

The Use of Self-Service Technologies in Budget Hotels: The Case of Bournemouth

Abstract Self-service technologies (SSTs) have been implemented across all service industries. The hotel business in the UK, including budget hotels, has been increasingly adopting SSTs both to enhance customer service and to create operational efficiency. In addition to providing guests with accommodation and basic services, budget hotels are now using SSTs with a view to increasing controlling and operational efficiency, human resource management and engaging guests in a more intelligent service design. Previous studies have mainly focused on the users’ perspectives, not on the use of SSTs themselves in budget hotels. The purpose of this study, then, is to explore the implications of SSTs in budget hotels both from a managerial and a guest perspective. Bournemouth has been selected as a case study for this research because it is one of the most popular resorts in the UK. This qualitative study employed 14 semi-structured interviews with budget hotel managers and guests who have used SSTs while staying in budget hotels in Bournemouth. The research findings show that maxim-ising operational efficiency is a key benefit of SST implementation from a managerial perspective. On the other hand, efficiency, accessibility, privacy and self-control over transactions are the main benefits of an SST, emphasised by customers. Overall, there is positive feedback from both managers and guest on the usage of SSTs in budget hotels in Bournemouth. The authors conclude that advanced technologies, such as artificial intelligence (AI) and Internet of Things (IoT), in conjunction with SSTs, will transform the hospitality industry in the near future.

The efficacy of customer’s voluntary use of self-service technology (SST): a dual-study approach

ABSTRACT Although self-service technologies (SST) are ubiquitous, little is known about the efficacy of customers’ voluntary choice to use SST over traditional face-to-face interactions with an employee. Drawing on self-determination theory and prior research, this paper explores how customers’ voluntary use of SST drives positive customer service experiences and how firms can facilitate customers’ voluntary adoption of SST. A dual study approach involving a survey and an experiment is taken to test the hypotheses. The analyses reveal perceived control as a mechanism through which a customer’s voluntary use of SST results in positive customer service experiences. In addition, customers are more willing to use SST when their observation of other customers using it shows that it is easy to use. This study contributes to understanding how to support customers’ collaborative role in value creation and the role of observed ease of use as a situational factor in the context of SST.

Self-service technology in supermarkets – Do frontline staff still matter?

This paper uses the concept of psychological distance under construal level theory to explore the differences in the customers’ evaluations of overall store quality, satisfaction and loyalty, based on their experiences with the traditional staff-checkout method and the relatively new self-checkout machines. Two empirical studies, a field survey with retail shoppers in UK (N1 = 313) and an online survey with members of a consumer panel in Australia (N2 = 474), show that the perceived quality of staff-checkout has a stronger positive impact on the overall store quality, satisfaction and loyalty, than the quality of self-checkout. Similarly, satisfaction with staff-checkout has a stronger positive effect on store satisfaction and loyalty, than the satisfaction with self-checkout. Finally, loyalty to staff-checkout also has a stronger positive influence on store loyalty, than the loyalty towards self-checkout. These results show that despite growing use of self-service technology, frontline staff continue to be important for overall store evaluations.