Technology-based Self-service Research Articles

Does Technology-Based Self-Service (TBSS) Help Tourists to Revisit Destinations? Validation of Extended Theory of Planned Behavior

Does Technology-Based Self-Service (TBSS) Help Tourists to Revisit Destinations? Validation of Extended Theory of Planned Behavior

Applying the Value-Based Acceptance Model (VAM) to the Effects of Perceived Benefits and Sacrifices of Airline Technology-Based Self-Service (TBSS) on Perceived Value and Continued Usage Intention

Applying the Value-Based Acceptance Model (VAM) to the Effects of Perceived Benefits and Sacrifices of Airline Technology-Based Self-Service (TBSS) on Perceived Value and Continued Usage Intention

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

Effect of a Taekwondo Academy’s Technology-Based Self-Service on Perceived Value and Intention to Use Continuously in the Interaction between Humans and Technology

As the competition among businesses intensifies and customer needs become increasingly diverse and complex, the need for personalized service has emerged. This study examines the effect of technology-based self-service (TBSS) characteristics of a Taekwondo academy on perceived value and intention to use continuously. The study sample consisted of masters managing a Taekwondo academy who had prior experience with TBSS. A total of 188 responses were collected using an online questionnaire. The collected data were analyzed using SPSS 23.0 and AMOS 23.0. The results demonstrated the following: first, among the sub-factors of TBSS characteristics, reliability, usefulness, and enjoyment were found to affect the perceived value positively; second, among the sub-factors of TBSS characteristics, usefulness and ease of use positively affected the intention to use continuously; and finally, the perceived value was found to affect the intention to use continuously positively. This study provides practical implications for more efficient use of the TBSS provided by a Taekwondo academy by discovering the relationship between the TBSS configuration of the Taekwondo academy, perceived value, and intention to use continuously.

The Effects of Extended Technology-based Self-service on Passenger Satisfaction, Airport Image, and Behavioral Intention

Purpose - This study examines the effects of Technology-Based Self-Service (TBSS) on passenger satisfaction, behavioral intention, and airport image, and analyzes the moderating effect of self-efficacy on the relationship between TBSS characteristics and passenger satisfaction.
 Design/Methodology/Approach - The study uses the SPSS 26.0 and AMOS 26.0 statistical packages to analyze a sample of 238 passengers that used TBSS at Incheon International Airport (ICN). Characteristics in the categories of functionality, enjoyment, safety, and speed had positive effects on passenger satisfaction, and passenger satisfaction had a positive effect on airport image and behavioral intention.
 Findings - No significant difference between the higher and lower self-efficacy groups was found in the relationship between TBSS characteristics and passenger satisfaction. The results suggest that airports employ marketing strategies that emphasize the TBSS characteristics of functionality, enjoyment, safety, and speed, particularly aspects of personal safety, including sanitation and hygiene.
 Research Implications - The study shows that the industry should emphasize the value of TBSS in ensuring personal safety. The results of this study provide a theoretical basis for further research on service quality as it relates to the changing characteristics of TBSS in the post-pandemic era.

기술기반셀프서비스(TBSS) 편의성이 기업신뢰와 고객의 장기지향성에 미치는 영향

Purpose: This study purposes how technology-based self service(TBSS) convenience affect corporate trust, and customer's long-term orientation in the relationship of customers. Method: Based on the collected data, the effects of relationship effect on customer's long-term orientation have been empirically analyzed between the effect of the technology-based self service(TBSS) convenience and corporate trust by conducting a frequency analysis, a factor analysis and a reliability analysis using the SPSS program. Results: First, as a result of verifying the effect of technology-based self service(TBSS) convenience on corporate trust it was found that transaction convenience and post-benefit convenience has a positive influence on corporate trust. Second, as a result of verifying the effect of corporate trust on customer's long-term orientation, it was confirmed that corporate trust on has a positive influence on customer's long-term orientation. Third, in terms of the mediating role of corporate trust between technology-based self service(TBSS) convenience and customer's long-term orientation, it revealed indirect effect in the relationship. Conclusion: Consequently, It carried out examination about the effect on customer's long-term orientation caused by technology-based self service(TBSS) convenience are effective management system to enhance corporate trust.

외식기업의 기술기반 셀프서비스(TBSS)가 관계품질과 구전의도에 미치는 영향

초록·키워드 목차 오류제보하기 In this study, a hypothesis was established and tested to measure the effect of customers" perception of untact service on relationship quality and WOM effect. For this purpose, a total of 260 copies were obtained by conducting a survey through the Internet targeting customers who had experience using TBSS, and the research hypothesis was verified through regression analysis. First, a total of 8 factors were extracted through factor analysis on the perception of TBSS, relationship quality (trust, satisfaction, commitment), and word of mouth effect. Second, the hypothesis was verified through analysis with 8 factors. It has been suggested that the perception of customers formed through TBSS has an effect on relationship quality and is linked to the WOM effect. Customers" perception of TBSS, which evaluated safety and convenience highly, had an impact on relationship quality and was suggested to be linked to the WOM effect. It was understood that customers form relationship quality through their perception of TBSS and deliver it to their surroundings. The management of the company should understand this point and reflect it in the marketing strategy. #기술기발셀프서비스(Technology-based Self-Service) #외식기업(Foodservice Company) #관계품질(Relationship Quality) #구전효과(Word-of-Mouth Effect) AbstractⅠ. 서론 Ⅱ. 이론적 배경Ⅲ. 연구설계Ⅳ. 실증분석Ⅴ. 결론참고문헌

COVID-19 이후 체크인카운터 기술기반셀프서비스에 대한 항공여객의 인식과 수용성 연구

Before COVID-19 outbreak in 2019, it is the core value of airline’s service to provide check-in service to passengers face to face. However, due to the global pandemic of COVID-19 outbreak, it is expected the airline service in the future would be dramatically changed from being contacted to being untacted with technology-based self service(TBSS). This paper analyzed the perception of passengers using self service technology and their acceptance. According to empirical analysis, it was found that the change of passengers’ perception after COVID-19 has a significant positive effect on the innovation of TBSS. The innovation of TBSS(Effectiveness and certainty) had both significant positive effect on the passengers’ acceptance on TBSS at airport. Among variables of TBSS, convenience rather than usefulness of TBSS had a significant positive effect on intention to use TBSS of passengers. It was proposed that airlines not only contribute to increase acceptance of TBSS but also inform and promote the prevention effect of TBSS and the importance of untact service to minimize congestion at check-in counter in airport.

골프 거리측정기 이용자의 기술기반셀프서비스 지각이 고객생산성 및 지속사용의도에 미치는 영향

본 연구는 골프 라운드 시 기술기반셀프서비스의 사용에 따른 소비자의 행동의도를 탐색하는 데 있다. 구체적으로, 거리측정기 이용자가 지각하는 TBSS환경이 고객생산성과 지속사용의도에 미치는 영향을 포괄적으로 검증하고자 하였다. 이러한 연구목적을 달성하기 위해 거리측정기를 사용해본 경험이 있는 아마추어 동호인 골퍼를 대상으로 온라인 설문조사를 진행하였고 총 210부를 최종 분석에 사용하였다. 수집을 위한 측정도구의 타당성 및 신뢰성 검증을 실시하였으며 기초통계량 및 자료의 정규성 검증을 진행하였다. 그 후 가설 검증을 위한 구조방정식 모형 검증을 실시하였다. 연구결과에 따르면 첫째, 거리측정기 사용에 따른 지각된 용이성은 고객생산성에 유의한 영향을 미치지 않았지만 지각된 유용성과 즐거움은 고객생산성에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 거리측정기 사용에 따른 지각된 용이성은 지속사용의도에 유의한 영향을 미치지 않았지만 지각된 유용성과 즐거움은 지속사용의도에 정(+)의 영향을 미치는 것으로 나타났다. 마지막으로 고객생산성은 지속사용의도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 본 연구는 기존 기술기반셀프서비스의 사용에 대한 연구들이 TBSS환경이 선행되어야만 서비스가 진행되는 상황에서 진행되었던 것과 달리, 선택적 TBSS환경에서 이용자가 지각하는 TBSS환경이 고객생산성과 지속사용의도에 미치는 영향 간의 포괄적 관계를 실증해 보았다는 점에서 학문적 의의를 찾을 수 있다. 또한, 향후 거리측정기 제공업체의 마케팅 전략 수립에 기초적인 자료를 제공했다는 점에서 그 실무적 의의가 있다.

공항-항공사 기술기반 셀프서비스의 기술 불안감, 외재적/내재적 동기 및 행동의도 간의 영향관계: 동기요인의 중다매개효과

본 연구는 공항-항공 이용고객의 기술 불안감, 외재적 동기, 내재적 동기 및 행동의도 간의 구조적 관계를 살펴보고, 또한 고객의 외재적 및 내재적 동기의 중다매개효과를 검증하고자 한다. 본 연구의 설문조사는 인천국제공항 내 위치한 항공사 및 공항 기술기반 셀프서비스를 이용한 고객을 대상으로 총 350부를 배포하였으며, 이중 유효표본 286부를 활용하여 가설검증을 수행하였다. 본 연구에서는 기술 불안감과 행동의도 간의 관계에서 외재적 동기 및 내재적 동기의 중다매개효과를 검증하기 위해 팬텀모형을 구성하고 부트스트래핑 방법을 활용하여 매개효과의 유의성 검증을 실시하였다. 본 연구의 가설검증을 통한 결론은 다음과 같다. 첫째, 공항-항공사 기술기반 셀프서비스 이용고객의 기술 불안감은 외재적 동기에는 유의적인 영향을 미치지만, 반면 내재적 동기에는 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 고객의 외재적 동기는 내재적 동기에 유의한 영향을 미치는 것으로 나타났다. 셋째, 고객의 기술 불안감은 행동의도에 부정적인 영향을 미치는 것으로 나타났다. 넷째, 고객의 외재적 및 내재적 동기는 행동의도에 긍정적인 영향을 미치는 것으로 나타났다. 마지막으로 고객의 기술 불안감과 행동의도 간의 영향관계에서 외재적 동기, 외재적 동기-내재적 동기의 중다매개효과가 유의적으로 나타났다. 따라서 공항-항공사 기술기반 셀프서비스 이용고객의 행동의도를 높이기 위해서는 외재적 동기를 유발시키는 프로그램이 필요하다.

Consumer’s Acceptance Intention on Introduction of Technology-Based Self Service (TBSS) of Fast Food Restaurant: Focused on Value-Based Acceptance Model

본 연구는 패스트푸드점의 TBSS에 관한 고객의 이용의도에 영향을 미치는 선행요인을 파악하고자 VAM에 통제성과 상호작용욕구를 추가한 확장된 VAM 모델을 검증하였다. 분석을 위해서 패스트푸드점의 터치 스크린 키오스크를 통해 음식을 주문·결제한 경험이 있다고 응답한 314명의 표본을 사용하였다. 검증결과, 즐거움이 지각된 가치에 가장 큰 영향력을 보였으며, 그 다음으로 유용성과 통제성의 영향력이었다. 결과적으로 패스트푸드점 키오스크에 대한 이용자들의 이용의도를 유도하기 위해서는 즐거움과 유용성, 통제성, 상호작용욕구, 지각된 비용의 중요성을 확인하였다. 이러한 연구결과는 외식산업에 정보기술시스템을 적용하여 외식분야의 연구영역을 확장하였다는 점에서 이론적 의미를 두며, 실무적인 시사점을 제안하였다. 결과적으로 본 연구에서 제안되고 검증된 모델은 향후 정보기술시스템 수용에 관한 외식소비자행동연구의 기반으로 사용될 수 있다.

중국 호텔 기술기반셀프서비스(TBSS) 특성과 품질이 고객만족에 미치는 영향 : 지각된 위험의 조절효과

중국 호텔 기술기반셀프서비스(TBSS) 특성과 품질이 고객만족에 미치는 영향 : 지각된 위험의 조절효과

The Influence of Technology-based Self-service(TBSS) Attributes on Consumer Attitude, Customer Satisfaction

The Influence of Technology-based Self-service(TBSS) Attributes on Consumer Attitude, Customer Satisfaction

The Influence of Chinese Hotel Technology-Based Self-Service(TBSS) Characteristics and Quality on Customer Satisfaction: Focused on the Moderating Effect of Interaction Desire

The Influence of Chinese Hotel Technology-Based Self-Service(TBSS) Characteristics and Quality on Customer Satisfaction: Focused on the Moderating Effect of Interaction Desire

The Effects of Technology-Based Self-Service on Perceived Value Experience and Revisit Intention in Korean Style Restaurants

The Effects of Technology-Based Self-Service on Perceived Value Experience and Revisit Intention in Korean Style Restaurants

항공사 기술기반셀프서비스(TBSS)에 대한 소비자태도와 만족도, 행동의도에 관한 연구: 공항 키오스크를 중심으로

항공사 기술기반셀프서비스(TBSS)에 대한 소비자태도와 만족도, 행동의도에 관한 연구: 공항 키오스크를 중심으로

외식업체의 기술기반 셀프서비스(TBSS)의 사용의도에 관한 연구: 혁신저항 모델을 중심으로

외식업체의 기술기반 셀프서비스(TBSS)의 사용의도에 관한 연구: 혁신저항 모델을 중심으로

고객의 관계혜택이 기술기반셀프서비스 지속이용의도에 미치는 영향 : 기술기반셀프서비스의 유형을 중심으로

고객의 관계혜택이 기술기반셀프서비스 지속이용의도에 미치는 영향 : 기술기반셀프서비스의 유형을 중심으로

고객의 관계혜택이 기술기반셀프서비스 지속이용의도에 미치는 영향 : 기술기반셀프서비스의 유형을 중심으로

고객의 관계혜택이 기술기반셀프서비스 지속이용의도에 미치는 영향 : 기술기반셀프서비스의 유형을 중심으로

The Moderating Effects of Technology Readiness, User Traits and Situational Factors on Usage Attitude and Intention to Technology-Based Self-Service

The Moderating Effects of Technology Readiness, User Traits and Situational Factors on Usage Attitude and Intention to Technology-Based Self-Service