Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur

The existence of Self-service technologies (SSTs) alters the way people engage with businesses to provide service outcomes. The availability of self-service technologies (SSTs) changes how people interact with enterprises to offer service outcomes. Customers today benefit from great convenience and...

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Main Authors:	Syarul Azri, Haiffa Shaqira, Muahamd Surur, Syazana
Format:	Thesis
Language:	English
Published:	2021
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/99703/1/99703.pdf
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id	my-uitm-ir.99703
record_format	uketd_dc
spelling	my-uitm-ir.997032024-08-04T14:05:37Z Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur 2021 Syarul Azri, Haiffa Shaqira Muahamd Surur, Syazana Consumer satisfaction The existence of Self-service technologies (SSTs) alters the way people engage with businesses to provide service outcomes. The availability of self-service technologies (SSTs) changes how people interact with enterprises to offer service outcomes. Customers today benefit from great convenience and savings because of the evolution of reservation systems, the internet, smartphones, and other technologies. Many businesses are increasingly implementing self-service technology (SSTs) to support fast and effective service delivery. It provides many viewpoints of guest pleasure to use SSTs by knowing this relationship. This study aims to discuss the factors that influence guest satisfaction in using self-service technology and identify the most significant factor influencing customer satisfaction in using SST. Researchers discovered that technology readiness, perceived reliability, ease of use, interaction, control, and usefulness were among the criteria highlighted by the previous researcher when they referred to previous research on SSTs. Previous research has focused on consumers' intentions to utilise SSTs in the tourism and hospitality industries. However, just a few emphasised the relation between SSTs and consumer satisfaction in the service industry. As an outcome, this study collects literature that can help most companies concentrate more on SSTs to enhance the customer experience while using this technology and meet their needs. This study showed that perceived usefulness is the most crucial factor determining customer satisfaction in using SST. Based on the data collection by secondary data, prior research, and information gathered on websites, articles, journals, and analysis frequency of all variables involved in this study. 2021 Thesis https://ir.uitm.edu.my/id/eprint/99703/ https://ir.uitm.edu.my/id/eprint/99703/1/99703.pdf text en public degree Universiti Teknologi MARA, Terengganu Faculty Of Hotel & Tourism Management Wan Nawawi, Wan Nazriah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Wan Nawawi, Wan Nazriah
topic	Consumer satisfaction
spellingShingle	Consumer satisfaction Syarul Azri, Haiffa Shaqira Muahamd Surur, Syazana Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur
description	The existence of Self-service technologies (SSTs) alters the way people engage with businesses to provide service outcomes. The availability of self-service technologies (SSTs) changes how people interact with enterprises to offer service outcomes. Customers today benefit from great convenience and savings because of the evolution of reservation systems, the internet, smartphones, and other technologies. Many businesses are increasingly implementing self-service technology (SSTs) to support fast and effective service delivery. It provides many viewpoints of guest pleasure to use SSTs by knowing this relationship. This study aims to discuss the factors that influence guest satisfaction in using self-service technology and identify the most significant factor influencing customer satisfaction in using SST. Researchers discovered that technology readiness, perceived reliability, ease of use, interaction, control, and usefulness were among the criteria highlighted by the previous researcher when they referred to previous research on SSTs. Previous research has focused on consumers' intentions to utilise SSTs in the tourism and hospitality industries. However, just a few emphasised the relation between SSTs and consumer satisfaction in the service industry. As an outcome, this study collects literature that can help most companies concentrate more on SSTs to enhance the customer experience while using this technology and meet their needs. This study showed that perceived usefulness is the most crucial factor determining customer satisfaction in using SST. Based on the data collection by secondary data, prior research, and information gathered on websites, articles, journals, and analysis frequency of all variables involved in this study.
format	Thesis
qualification_level	Bachelor degree
author	Syarul Azri, Haiffa Shaqira Muahamd Surur, Syazana
author_facet	Syarul Azri, Haiffa Shaqira Muahamd Surur, Syazana
author_sort	Syarul Azri, Haiffa Shaqira
title	Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur
title_short	Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur
title_full	Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur
title_fullStr	Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur
title_full_unstemmed	Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur
title_sort	factors influencing customer satisfaction in using self- service technology / haiffa shaqira syarul azri and syazana muahamd surur
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Hotel & Tourism Management
publishDate	2021
url	https://ir.uitm.edu.my/id/eprint/99703/1/99703.pdf
_version_	1811769020375891968

Factors influencing customer satisfaction in using self- service technology / Haiffa Shaqira Syarul Azri and Syazana Muahamd Surur

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