Why is self-service technology (SST) unpopular? Extending the IS success model

Abstract

Purpose Self-service technology (SST) has become popular in many areas, but consumers from many countries still prefer human-provided services. Why is this so? The purpose of this paper is to understand the possible reasons by integrating two perspectives: personal characteristics marketing and the information systems success model (IS success model). Design/methodology/approach The authors propose an integrated model and conduct an empirical questionnaire survey which generates a total of 345 valid responses. Findings The authors find that personal technology anxiety and the need for interpersonal interaction are critical factors that affect SST usage continuance intention. Furthermore, personal technology anxiety affects the consumer’s perception of the quality of both the information and the SST system itself, which determines the level of satisfaction and the intention to continue to use the system. Second, the IS success model perspective reveals that the following factors determine the level of perceived satisfaction with SST: information quality, system quality, enjoyment and design. However, only information quality and system quality affect the intention to continue SST usage. The authors also find that satisfaction and the need for interpersonal interaction also determine the SST usage continuance intention. Originality/value The IS success model is found to be helpful in understanding the underlying reasons for this. To aid in the development of successful future SSTs, these findings can be referenced by countries in which SST is not so popular. Our proposed model further enhances the theoretical development of the IS success model.

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

“…One should bear in mind that the design aspect of the SSTs would have a positive effect on satisfaction and service excellence for both business and leisure travelers. The positive effect of design on satisfaction in this research is in line with the previous studies [84]. Interestingly, convenience can only bring about satisfaction and service excellence for business travelers and not leisure travelers.…”

“…In the study of the usage behavior of SSTs in Taiwan airport, authors found that when SSTs design is visually appealing, passengers are more likely to be attracted to use them [83]. Design is one of the factors that determine the perceived satisfaction with SSTs [62,84]. This prompts the hypothesis that: Hypothesis 1e.…”

Factors Affecting Behavioural Intention to Shop in Self-Service Retail Case Study: JD.ID X Mart

“…The researcher in [9] employed an extended IS success model to investigate the failure of self-service technology implementation. The author found that the individual technology anxiety and the need for the personal interaction became major factors affecting the technology acceptance.…”

Yolcularin Havayolu İşletmeleri̇ni̇n Mobi̇l Uygulamalarini Kullanmasini Etki̇leyen Faktörler

“…Ulusal ve uluslararası literatür incelendiğinde Bilgi Sistemleri Başarı Modeli; çeşitli amaçlarla geliştirilen teknolojilerin benimsenmesi ve kullanımı üzerinde etkili olan faktörlerin tespiti için, farklı alanlarda sıklıkla araştırılmıştır. Bunlar; çevrimiçi öğrenme sistemleri (Alksasbeh vd., 2019;Isaac vd., 2019;Aldholay vd., 2018a;Seta vd., 2018;Efiloğlu Kurt, 2016;Mohammadi, 2015;Alharbi ve Drew, 2014), e-devlet uygulamaları (Sari vd., 2017;Stefanovic vd., 2016;Rana vd., 2015;), bankacılık sistemleri (Albashrawi ve Motiwalla, 2017, Jaafreh, 2017Tam ve Oliveira, 2016), bulut teknolojisi (Chiu vd., 2016), sosyal medya arama motorları kullanımı (Dang vd., 2018); sanal seyahat toplulukları (Gao vd., 2014), dijital kütüphane sistemleri (Alzahrani vd., 2017), e-ticaret siteleri (Hsu vd., 2014), hemşire bilgi sistemi (Lin, 2017), self-servis teknolojilerin benimsenmesi (Lian, 2018), farklı alanlarda geliştirilmiş mobil uygulamaların kullanımıdır (Wang vd., 2019;Lin ve Chang, 2018;Özata & Er, 2015). Bu kapsamda Al-Kofahi vd.…”

“…Kullanıcılar mobil uygulama sistem kalitesini, istediği seviyede algılarsa, söz konusu uygulamaya karşı yüksek memnuniyet düzeyi gösterme eğiliminde olacaktır (Albashrawi ve Motiwalla, 2017: 3) ve bu sonuç mobil uygulamalar (Özata ve Er, 2015;Jaafreh, 2017;Lin ve Chang, 2018;Wang vd., 2019), sanal seyahat siteleri (Gao vd., 2014), self-service teknolojiler (Lian, 2018); bilgi yönetim sistemi (Wu ve Wang, 2006), dijital kütüphaneler (Alzahrani vd., 2017) gibi farklı sektörlerde uygulanan çalışmalarca da desteklenmektedir. Bu kapsamda H2 hipotezi; H2: Sistem kalitesi ile kullanıcı memnuniyeti arasında anlamlı bir ilişki vardır.…”