• 한국프랜차이즈경영연구
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• 제12권1호
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• pp.7-19
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• 2021

Purpose: According to the growth of technology in the service industry, the interaction service between customer and employee has recently been transformed into between customer and technology by Self Service Technology (SST) requiring direct interaction with customers. In this context, self service technology such as unmanned ordering system installed at the store is actively introduced at the work place to reduce labor costs by food and retail company and the research for self-service technology which is rapidly replacing existing face-to-face service is needed. As the growth speed of SST is rapid, many researchers have studied the characteristics of SST, in every sector of business worldwide. Among the characteristics, attributes, Self Service Technology Quality (SSTQUAL) to evaluate SST is important because it may cause the customer's behavior. Thus, this research focuses on the effects of SSTQUAL on SST Satisfaction and SST continuance usage intention. This research suggests the guidelines for how Restaurant Company should prepare SST and build their customer satisfaction and continuance usage that increase the sales. Research design, data and methodology: This study tests the structural relationship between SSTQUAL of unmanned ordering system, SST satisfaction and SST continuance usage. SSTQUAL divided into four sub-dimensions and two categories, cognitive service attributes (Convenience, Functionality) and affective service attributes (Enjoyment, Assurance). In order to achieve the purposes of this research, research model and hypotheses were developed based on previous researches. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 524 customers experiencing SST and were analyzed through SPSS 25.0 and SmartPLS 3.0 statistical package program. Results: The findings of this research are as follows. First, all SSTQUAL have significant positive impacts on SST satisfaction. Second, SST satisfaction has significant positive impact on SST continuance intention. Third, cognitive service attributes and affective service attributes had wealth of explanation of service attribute more than a single dimension. Conclusions: The implications of this study are as follows. Overall, Restaurant Company should manage SSTQUAL consisting of not only cognitive service attributes (Convenience, Functionality) but also affective service attributes (Enjoyment, Assurance) to satisfy customers basically regardless of the type of restaurant.

• Smart Structures and Systems
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• 제29권3호
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• pp.499-512
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• 2022

This work proposes a novel contactless vibration damping and thermal isolation tripod platform based on Superconducting Magnetic Levitation (SML). This prototype is suitable for cryogenic environments, where classical passive, semi active and active vibration isolation techniques may present tribological problems due to the low temperatures and/or cannot guarantee an enough thermal isolation. The levitating platform consists of a Superconducting Magnetic Levitation (SML) with inherent passive static stabilization. In addition, the use of Operational Modal Analysis (OMA) technique is proposed to characterize the transmissibility function from the baseplate to the platform. The OMA is based on the Stochastic Subspace Identification (SSI) by using the Expectation Maximization (EM) algorithm. This paper contributes to the use of SSI-EM for SML applications by proposing a step-by-step experimental methodology to process the measured data, which are obtained with different unknown excitations: ambient excitation and impulse excitation. Thus, the performance of SSI-EM for SML applications can be improved, providing a good estimation of the natural frequency and damping ratio without any controlled excitation, which is the main obstacle to use an experimental modal analysis in cryogenic environments. The dynamic response of the 510 g levitating platform has been characterized by means of OMA in a cryogenic, 77 K, and high vacuum, 1E-5 mbar, environment. The measured vertical and radial stiffness are 9872.4 N/m and 21329 N/m, respectively, whilst the measured vertical and radial damping values are 0.5278 Nm/s and 0.8938 Nm/s. The first natural frequency in vertical direction has been identified to be 27.39 Hz, whilst a value of 40.26 Hz was identified for the radial direction. The determined damping values for both modes are 0.46% and 0.53%, respectively.