• Human Ecology Research
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• 제58권3호
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• pp.401-416
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• 2020

Service providers have introduced interactive devices such as self-service kiosks to provide convenient and efficient services to consumers. Self-service kiosks are one of the most diverse technological forms of self-service technologies that provide control and freedom to consumers as well as reduce the frustration of line-ups. This study explores the predictors of consumer resistance and continued use intention with regard to self-service kiosks. It adopts three constructs on the following variables: perceived innovation characteristics, consumer characteristics, and gamification. An online self-administered survey was conducted, and 343 users of self-service kiosk services, aged between 20 and 59, were included in the analysis. The study used the SPSS 23.0 program to perform a descriptive analysis along with, t-test, ANOVA, correlation analysis, and regression analysis. First, convenience, controllability, and gamification negatively influenced consumer resistance to self-service kiosks. Second, human alienation and sociability positively influenced consumer resistance to self-service kiosks. Third, convenience and gamification positively influenced the continued use intention with regard to self-service kiosks. Last, the risk of functionality, human alienation, and sociability negatively influenced continued use intention with regard to self-service kiosks. The results contribute to the literature because few studies have examined what drives the resistance of users and continued use intention with regard to self-service kiosks. It also provides service providers and practitioners with insights and strategies on how to overcome consumer resistance.

• 무역학회지
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• 제45권2호
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• pp.121-135
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• 2020

This study was to identify the effects of four types of e-Lifestyle(life-friendly lifestyle, development-oriented lifestyle, sociality-oriented lifestyle, information-oriented lifestyle) on sustainable behavior (usage and satisfaction) of Kiosk service. The study was based on convenience sampling of 222 consumers, who have at least three months experience of kiosk system use. Results showed that all of the four types of e-Lifestyle had not significant effect on ease of use. However, development-oriented lifestyle and sociality-oriented lifestyle had a positive effects on usefulness of Kiosk service. Results also indicated that e-Lifestyle had significant and positive effects on customer satisfaction and recommendation. In particular, life-friendly lifestyle had an effect on customer satisfaction, and sociality-oriented lifestyle and information-oriented lifestyle had statistically significant effects on recommendation. Since e-lifestyle could potentially influence sustainable behavior for using Kiosk, this study investigated the distribution of usage and consumer satisfaction for every lifestyle type, so as to understand the attitudinal and behavioral evaluation as sustainable behavior in the use of kiosk services. These findings allow researchers and marketers to identify the needs and expectations of specific types of kiosk users.

• Journal of Smart Tourism
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• 제2권3호
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• pp.5-15
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• 2022

As the utilization of technology in the tourism field becomes familiar, it greatly impacts people's tourism activities. These changes could also affect the behavior of tourists during the pandemic. To investigate consumers' adaptation to the self-service technology (SST) environment during the coronavirus disease of 2019 (COVID-19) pandemic, we adopted a model of absorptive capacity as the main framework for empirical research. To track the social effects of COVID-19, consumers' behavioral intentions for four different points in time are collected. The analysis was conducted using latent growth and structural equation modeling. We set the organizational and environmental characteristics as the first step of the model, with assimilation and trust as a middle step. Intention to use a kiosk is placed at the final step as an exploit. Findings indicate that organizational characteristics and environmental characteristics positively influenced assimilation and trust, except for environmental characteristics. Consumers' assimilation in SST encourages immediate intention to use a kiosk. Consumers' trust in kiosks positively impacts both immediate and continuance intention to use a kiosk during COVID-19.

• 한국멀티미디어학회논문지
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• 제24권10호
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• pp.1369-1379
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• 2021

The post-corona era is having a major impact on university campus life, and campus cultural life has undergone drastic changes. In the process of adapting to this change. The existing face-to-face learning method is converted to non-face-to-face learning, and kiosks representing campus self-service are increasingly used. Subsequently, in order to match the characteristics of public places such as university campuses and provide better self-service, there are no related studies considering UI design elements of kiosks and characteristics of kiosks. This study conducted a survey on Chinese university students considering the characteristics and usability of university campus kiosks through user interface design elements in terms of design by considering previous studies. The purpose of this study is to examine the relationship between color, icon, typography, which are elements of kiosk interface design, and convenience, reliability, and usability, which are characteristics of a kiosk. In this study, the design elements and characteristics of the unmanned self-service system kiosk UI used by students at four universities in Korea and China were set as the scope of the study, and related documents were organized and surveyed in Korea and China. Case analysis and comparison method Through the kiosk usage characteristics of 4 universities were derived. The usability evaluation criteria use the five evaluation criteria suggested by the authority JacobNidsn. The usability evaluation criteria use the five evaluation criteria suggested by the authority JacobNidsn. The survey and analysis of this study were conducted for students who had experience using kiosks at two universities in China, and kiosk UI design elements were organized through survey and analysis of a total of 200 people.

• 디지털산업정보학회논문지
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• 제17권2호
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• pp.73-83
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• 2021

The development of technology based on digital technology has made 'hyper connectivity' between different services a reality, and an example of this is the reinforcement of non-face-to-face services. The non-face-to-face service is a service provided by service providers and customers using information and communication and technology without direct contact. Recently, it has expanded to the hotel industry, which is highly dependent on human resources, centering on the restaurant business. Therefore, this study attempted to identify the case of the "R" hotel in the Gangwon region, which is introducing and operating a kiosk, and to confirm the matters to be considered, the system operation method, and expected effects, etc. for hotels that intend to operate it in the future. It is difficult to affirm that the introduction of KIOSK directly reduced labor costs or increased service efficiency, but it seems meaningful that it has improved the convenience of users. In future research, practical research is needed on the impact of the system on management activities in relation to the introduction of KIOSK.

• International Journal of Advanced Culture Technology
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• 제9권2호
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• pp.100-105
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• 2021

Contactless service is rapidly emerging as a new growth strategy due to consumers who are reluctant to the face-to-face situation in the global pandemic of coronavirus disease 2019 (COVID-19), and various technologies are being developed to support the fast-growing contactless service market. In particular, the restaurant industry is one of the most desperate industrial fields requiring technologies for contactless service, and the representative technical case should be a kiosk, which has the advantage of reducing labor costs for the restaurant owners and provides psychological relaxation and satisfaction to the customer. In this paper, we propose a solution to the restaurant's store operation through the unmanned kiosk using a state-of-the-art artificial intelligence (AI) technology of image recognition. Especially, for the products that do not have barcodes in bakeries, fresh foods (fruits, vegetables, etc.), and autonomous restaurants on highways, which cause increased labor costs and many hassles, our proposed system should be very useful. The proposed system recognizes products without barcodes on the ground of image-based AI algorithm technology and makes automatic payments. To test the proposed system feasibility, we established an AI vision system using a commercial camera and conducted an image recognition test by training object detection AI models using donut images. The proposed system has a self-learning system with mismatched information in operation. The self-learning AI technology allows us to upgrade the recognition performance continuously. We proposed a fully automated payment system with AI vision technology and showed system feasibility by the performance test. The system realizes contactless service for self-checkout in the restaurant business area and improves the cost-saving in managing human resources.

• 한국컴퓨터정보학회논문지
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• 제26권12호
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• pp.309-321
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• 2021

본 연구는 기술기반 셀프서비스로 알려진 키오스크를 위한 선택 요인들을 기존 연구를 바탕으로 도출하고, 각 평가 요소에 대한 가중치를 산출하기 위한 AHP 분석모형을 제안하였다. 키오스크 선택요인들을 평가하기 위해서 카페와 패스트푸드점에서 키오스크를 이용한 경험이 있는 소비자를 대상으로 수집된 자료를 분석에 활용하였다. 본 연구의 결과 키오스크의 1단계 선택요인들인 안전성, 디자인, 편리성, 정보성, 응대성 중에서 편리성이 두 업종 모두에서 가장 중요한 요인으로 나타났다. 1단계 요인과 2단계 요인의 가중치를 종합화한 결과에서는 간단한 절차가 가장 중요한 요인으로 나타났다. 또한 카페와 패스트푸드점 키오스크 선택요인의 종합화된 가중치 값을 비교해 본 결과, 간단한 절차, 영양 정보, 빠른 메뉴 제공에서 각각 중요도를 다르게 판단하는 것으로 나타났다.

• 한국항공운항학회지
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• 제26권4호
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• pp.54-63
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• 2018

Airlines are promoting self-service based technology by introducing mobile check-in, Kiosk and self-back drop systems, which will help customer satisfaction and efficiency. This study is about the usage intension to use Technology-based Airline Self-Service, the purpose of this study is to examine the key variables affecting Unified Theory of Acceptance (UTAUT2) in using Technology-based Airline Self-Service. According to the results of the ANOVA, there was a significant difference among the groups according to the experience of the self-service device. And analysis results using Structural Equation Model(SEM) was suggested that the performance expectation and hedonic motive of UTAUT2 model were found to have significant influence on initial trust. Also, initial trust affects the intention to use. There are some moderating effects on the structural equation by groups according to the experience of the self-service device. This research has significance in that it can help establish a marketing strategy of airlines to expand the self-service based on the airline technology.

• 벤처창업연구
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• 제17권4호
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• pp.193-204
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• 2022

본 연구는 키오스크 사용자를 대상으로 소비자 만족 수준 측정 및 개선의 영향력 정도를 분석하였다. 현대에 이르러 기술의 발전과 온라인 환경의 개선으로 인해 단순노동 업무는 10여 년 후 사라질 확률이 90%가 임박한다. 국내 연구에서도 단순 노무 직종'이 약 36%의 확률로 진보된 기술에 영향을 받아 사라질 것으로 예측되며 기업으로서도 인력 구인과 인건비 등의 문제로 인해 점차 무인화를 진행하며 그 대체재로써 키오스크를 선호하고 있다. 특히 최근 전 세계적으로 큰 유행으로 번지고 있는 코로나19 바이러스로 인해 비대면 서비스에 대한 수요가 높아지며 키오스크 도입 경향은 더욱 가속화되어 세계시장에서 2021년 835억 원 규모로 성장하며 연평균 8.9%의 성장세를 보여주고 있다. 하지만, 이러한 키오스크의 무인이라는 특성으로 인해 일부 소비자는 여전히 사용에 어려움을 겪고 있으며 이러한 기술 사용이 익숙지 않은 소비자들을 중심으로 비대면 서비스 자체에 대한 거부감과 서비스 오류에 대한 불안감 등으로 서비스 공동 생산자에 대한 이해가 부족해 점원과 소비자 간의 역할 갈등을 유발하거나 기술 사용이 익숙한 세대와 서비스 제공 측면에서 불평등이 이루어지고 있다. 또한, 키오스크는 대표적인 기술 기반 셀프서비스 산업이기에 사용자가 불편함을 느끼거나 추가적인 노동을 한다고 여기면 전체적인 서비스 가치 하락을 경험하여 키오스크 산업 자체의 성장세를 억제할 수 있다는 점에서 소비자 중심의 키오스크 개선 방향성 연구는 중요하다. 이에 실제 사용자들을 중심으로 직접 사용함에서 중점 사항에 대한 인터뷰를 진행하여 디스플레이 배색, 글자 크기, 기기의 디자인, 기기의 크기, 내부 UI(인터페이스), 정보의 양, 인식 센서(바코드, NFC 등), 디스플레이 밝기, 자체 이벤트, 반응속도 항목을 추출하였다. 이후 설문을 활용하여 각 기대 평가 항목의 Kano 모델 품질 속성 분류를 진행하였으며 최빈값만을 고려하여 차순위의 통계적 의미가 무시된다는 Kano 모델의 단점을 보완하기 위하여 이를 정확한 수치로 계산할 수 있는 Timko의 고객 만족 계수를 활용하였으며 연구를 통해 키오스크 기대 평가 항목들의 개선 영향력을 최종적으로 분별하여 개선 우선순위를 도출하기 위하여 PCSI Index 분석을 추가로 진행하였다. 그 결과 개선의 영향력은 내부 UI(인터페이스), 글자 크기, 인식 센서(바코드, NFC 등), 반응속도, 자체 이벤트, 디스플레이 밝기, 정보의 양, 기기의 크기, 기기의 디자인, 디스플레이 배색 순으로 나타났으며 이를 통해 키오스크 기반 분야별 연구의 종합적인 비교 및 벤처 산업의 개선 방향성 설정에 이바지하고자 한다.

• 정보화정책
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• 제30권4호
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• pp.62-88
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• 2023

키오스크 도입은 인건비 절감 효과를 누리면서 일상생활의 필수요소로 자리매김하고 있지만, 디지털 격차에 따른 고령층 등 약자에 대한 사회문제도 야기해 왔다. 본 연구는 고령층의 셀프서비스 키오스크 사용 중에 발생하는 심리적 경험인 그림자노동 지각 관점에서 키오스크 사용갈등에 연관성이 높은 요인들을 파악하고자 하였다. 고령층 159명의 설문 분석 결과, 고령층 이용자의 기술스트레스 및 주관적 규범은 사용갈등과 유의한 연관성이 있음을 밝혔으며, 그림자노동 지각정도는 이들 관계에서 부분 매개효과를 가지고 있었다. 또한 사용경험은 기술스트레스의 그림자노동지각에 대한 관계를 완화시키는 조절효과를 보였다. 본 연구의 결과는 고령층의 디지털 그림자노동 이슈에 대한 이해를 높이고, 디지털 기술 배려 및 디지털 포용 관점에서 연구적 시사점을 제공한다.