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http://dx.doi.org/10.9716/KITS.2022.21.1.021

Evaluation of Service Quality in Self-Service Technology: Based on Grounded Theory for Unmanned Order Payment Technology  

Ruofei, Ma (전남대학교 경영학부)
Koh, Joon (전남대학교 경영학부)
Park, Sangcheol (대구대학교 경영학과)
Publication Information
Journal of Information Technology Services / v.21, no.1, 2022 , pp. 21-40 More about this Journal
Abstract
Advances in information and communication technology have introduced self-service technologies (SSTs) to service companies, changing the way they serve. In addition, as SSTs are expanding for low cost and high efficiency, opportunities for technology to interact with consumers have increased. Restaurant managers have the advantage of the SSTs win-win strategy, which allows consumers to freely receive the products or services they want, but some consumers have low satisfaction of the SSTs, especially elder people and the blind. This study examines the effect of unmanned order payment technology on service quality evaluation. For this, we interviewed a total of 12 consumers in their 10s to 50s with the experiences of using unmanned order payment technology, applying the Grounded Theory Method(GTM). Through a review of the research participant interview materials, totally 84 concepts were derived and the concepts were analyzed to derive 15 subcategories and 10 upper categories. Finally, a paradigm model of the effect of unmanned order payment technology on service quality assessment was derived. It also found the importance of consumers' sense of obligation to use unmanned order payment technology, recognition of advantages (e.g., time savings), recognition of shadow labor, and recognition of whether the technology usage process is in the service quality assessment stage.
Keywords
Self-Service; Unmanned Order Payment Technology; Grounded Theory Method; Quality of Service;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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