• Journal of Fashion Business
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• v.21 no.6
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• pp.106-121
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• 2017

This study was to identify underlying dimensions of service encounter quality, to test difference in service encounter quality between interpersonal service(IPS) and self-service technology(SST) and to predict service effectiveness and behavioral intentions in the fashion retail context. A field experimental study was designed for collecting data. Repeat sampling frames were involved in two types of service encounters: interpersonal service and self-service technology within the store environment. Thirty participants served as subjects. Sample represents more females than males, and age was ranged from 20 to 33 years old (Mean=24.2). The result suggested that service encounter quality consisted of competence, dedication, and listening. There was a significant mean difference on listening factor of service encounter quality between IPS and SST. For the interpersonal service, dedication and listening had significant effects on service effectiveness. For the self-service technology, competence and listening had significant effects on service effectiveness. In the IPS condition, the service effectiveness significantly affected the revisit intention, whereas it was not significantly related to the revisit intention in the SST condition. This study discussed managerial implications for fashion retailers seeking to effectively manage service quality by specifying interpersonal service versus self-service technology in the retail environments.

• Journal of Korean Society for Quality Management
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• v.38 no.4
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• pp.549-560
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• 2010

The role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user satisfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.

• Journal of Information Technology Services
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• v.21 no.1
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• pp.21-40
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• 2022

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.

• The Journal of Information Systems
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• v.12 no.2
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• pp.41-56
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• 2003

The objective of this study is to explore the effects of e-teaming users' self-efficacy and perceived service quality for e-teaming staffs such as instructors or teaching assistants on two main perceptions for e-learning systems in a view of information technology - perceived ease of use and perceived usefulness which have been considered as important antecedents for acceptance of information technology so called in Technology Acceptance Model. For this purpose, we suggest a research model and test it empirically by sampling in students of virtual universities. In result, all hypotheses except the relationship between academic self-efficacy and perceived usefulness are accepted. This result implies that self-efficacy for computers and service quality for staffs such as instructors or teaching assistants should be considered as important ones for success of e-learning systems in addition to those related with information technology.

• The Korean Journal of Franchise Management
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• v.12 no.1
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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.

• Proceedings of the Korea Association of Information Systems Conference
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• 2003.11a
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• pp.67-77
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• 2003

The object rye of this study is to analyze the relationship of the main variables - perceived usefulness (PU) and perceived ease of use (PEOU) - wi th self-efficacy and IT service quality. In result, we show that IT service quality effects on PEOU and PU, and computer self-efficacy effects on PEOU.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.67-78
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• 2013

The purpose of this research is to draw family restaurant's strategic operation plan by seeking factors in diverse angles that can affect consumer's evaluation on the service of family restaurant that executes SST(Self Service Technology). For this purpose the research investigated the relationship among technology readiness, customer participation, service quality, customer satisfaction and service repurchase intention. As a result, First optimism and innovation in technology readiness positively affected service quality. Second, emotional participation and physical participation in customer participation positively affected service quality, but informational participation did not positively affect service quality. Third, service quality positively affected customer satisfaction, and customer satisfaction positively affected service repurchase intention. Therefore, this research confirmed marketing effectiveness of technology readiness and customer participation and proved the possibility of service quality, customer satisfaction and service repurchase intention as antecedent variables.

• Journal of Korean Society for Quality Management
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• v.47 no.4
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• pp.795-806
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• 2019

Purpose: The purpose of this study was to propose useful suggestions by analyzing the causal relationship between technology-based self-service for smart airport and intention to use. Methods: The data was collected by using the structured questionnaires. The proposed research model is tested using 231 valid questionnaires by R.3.2.1 plspm package. Results: The results of this study are as follows; the effecting factors of technology based self service for introducing smart airport, it was found that the effects of personal innovativeness and enjoyment and responsiveness, social impact were significant for acceptance and personal innovativeness was not significant on perceived usefulness. This study suggests significant factors on the implementation of smart airports and technology-based self-service. It also introduced new technologies in the future by looking at various characteristic factors that affect the intention of using technology-based self-service to promote smart airports. Conclusion: Airports and aviation industries need to have easy access to the airport's technology-based self-services to build a successful smart airport and create an environment that can be used appropriately at the time the customer wants. Also when customers use technology-based self-service devices, they should consider to maximize the positive emotions (emotional values such as pleasure or fun) that customers feel.

• Journal of Distribution Science
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• v.12 no.10
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• pp.11-17
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• 2014

Purpose - The purpose of this study is to investigate the relationship that is found to exist between the technology-based self-service convenience orientation factor and the factors of convenience and quality. Research design, data, and methodology - The questionnaire was developed by using the modified and supplementary questions that were examined in previous studies. We used the SPSS/PC 18.0 and lisrel 8.3 statistical packages to analyze the results of the research. For validating the research hypothesis and structural relationship of the research model, path analysis was used in this study. Results - The ease of use exerted a significant influence on the four dimensions. Information had a significant influence on transaction, benefit, and post-benefit convenience. Control had a significant influence on five dimensions. Conclusions - This study suggests that technology-based self-service convenience is classified into five multi-dimensional levels. Further, the study reveals that control, ease of use, and information are important variables in order to increase convenience. Therefore, for improving technology-based self-service convenience, it is important to improve the control, ease of use, and information variables.

• Journal of Industrial Convergence
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• v.22 no.1
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• pp.117-125
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• 2024

The purpose of this study is to investigate the impact of airline customers' technology readiness on TBSS quality and intention to use. Data were collected from 153 outbound customers waiting for kiosk self-check-in and self-bag drop. For data analysis, CFA and correlation analysis were conducted to test reliability and validity, and the hypothesis was tested using SEM. The results are as follows. Among the technology readiness factors, optimism and innovativeness were found to have a significant positive effect on TBSS quality. Discomfort was found to have no effect on TBSS quality, and insecurity was found to have a significant negative effect on TBSS quality. Second, TBSS quality was found to have a significant positive effect on intention to use. Third, optimism and innovativeness were found to have a significant positive effect on intention to use, while discomfort and insecurity had no effect. Therefore, optimism and innovativeness are important to improve TBSS quality and intention to use.