Understanding Drivers of Self-Service Technology (SST) Satisfaction and Marketing Bottom Lines

Abstract

Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers’ satisfaction from the system is still unknown given that it has disrupted the initial service setup customers were used to. Utilising two theoretical perspectives, this study examined what drives customers’ satisfaction with banks’ SST and further assesses their influence on different marketing bottom lines. The study employed a quantitative approach to sampling 310 banks’ SST users within a popular university in Eastern Nigeria. Using the PLS-SEM technique, the study found that the perceived ease of use and perceived control are strong drivers of SST satisfaction and other marketing bottom lines. Surprisingly, perceived usefulness was found not to influence SST satisfaction, and therefore present a unique result in this context. Based on the foregoing, theoretical and managerial implications were provided.

Usage Behavior Intentions of Healthcare Consumers Using Healthcare Self-Service Technologies

“…Immediately after its introduction, the technology acceptance model has been widely used, and has received empirical support from many studies. Some studies have also confirmed that its predictive ability in information technology use behavior is higher than that of planned behavior theory ( Mathieson, 1991), and subsequent studies Research applies it to self-service technology (Ugwuanyi et al, 2022;Hassan & Farmanesh, 2022;Chow, Yeow & See, 2022). Therefore, this study will use the technology acceptance model to explore the attitudes and behavioral intentions of medical consumers using medical self-service technology.…”