The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)

The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)

<p>This study aimed to determine the impact of the self-service technology (SST) adoption</p><p>attributes, namely ease of use, reliability, readiness, and interactivity, on customer</p><p>satisfaction towards governmental service...

Full description

Saved in:
Bibliographic Details
Main Author: Alhosani, Khalaf Abdulla
Format: thesis
Language:eng
Published: 2023
Subjects:
HD Industries
Land use
Labor
Online Access:https://ir.upsi.edu.my/detailsg.php?det=10460
Tags: Add Tag
No Tags, Be the first to tag this record!
id oai:ir.upsi.edu.my:10460
record_format uketd_dc
institution Universiti Pendidikan Sultan Idris
collection UPSI Digital Repository
language eng
topic HD Industries
Land use
Labor
spellingShingle HD Industries
Land use
Labor
Alhosani, Khalaf Abdulla
The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
description <p>This study aimed to determine the impact of the self-service technology (SST) adoption</p><p>attributes, namely ease of use, reliability, readiness, and interactivity, on customer</p><p>satisfaction towards governmental services in the United Arab Emirates (UAE). This</p><p>study adopted a quantitative approach. A sample consisted of 385 customers of Abu</p><p>Dhabi Distribution Company (ADDC), which were selected using simple random</p><p>sampling. Data were collected using a questionnaire as a research instrument and</p><p>analysed using multiple linear regression. At the significance level of 0.05, the findings</p><p>revealed SST reliability (= -0.113, p=0.045) and interactivity of SST (=0.302,</p><p>p=0.000) as significant predictors of customer satisfaction. In particular, the effect of</p><p>SST reliability on customer satisfaction is negative, while the effect of SST interactivity</p><p>is positive. The SST ease of use (=0.034, p=0.549), and SST readiness (=-0.044,</p><p>p=0.422) do not significantly affect customer satisfaction. In conclusion, the</p><p>interactivity attributes of the self-service technology would enhance customer</p><p>satisfaction with governmental services, while the reliability aspect of SST is more</p><p>likely to reduce customer satisfaction. In implication, the findings provide useful</p><p>guidance on attributes of self-service technology (SST) adoption attributes that can be</p><p>tackled in order to achieve high levels of customer satisfaction with the governmental</p><p>services in the UAE, particularly ADDC.</p>
format thesis
qualification_name
qualification_level Master's degree
author Alhosani, Khalaf Abdulla
author_facet Alhosani, Khalaf Abdulla
author_sort Alhosani, Khalaf Abdulla
title The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
title_short The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
title_full The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
title_fullStr The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
title_full_unstemmed The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
title_sort impacts of self-service technology adoption attributes on customer satisfaction in abu dhabi distribution company (addc)
granting_institution Universiti Pendidikan Sultan Idris
granting_department Fakulti Pengurusan dan Ekonomi
publishDate 2023
url https://ir.upsi.edu.my/detailsg.php?det=10460
_version_ 1804890557978247168
spelling oai:ir.upsi.edu.my:104602024-06-20 The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC) 2023 Alhosani, Khalaf Abdulla HD Industries. Land use. Labor <p>This study aimed to determine the impact of the self-service technology (SST) adoption</p><p>attributes, namely ease of use, reliability, readiness, and interactivity, on customer</p><p>satisfaction towards governmental services in the United Arab Emirates (UAE). This</p><p>study adopted a quantitative approach. A sample consisted of 385 customers of Abu</p><p>Dhabi Distribution Company (ADDC), which were selected using simple random</p><p>sampling. Data were collected using a questionnaire as a research instrument and</p><p>analysed using multiple linear regression. At the significance level of 0.05, the findings</p><p>revealed SST reliability (= -0.113, p=0.045) and interactivity of SST (=0.302,</p><p>p=0.000) as significant predictors of customer satisfaction. In particular, the effect of</p><p>SST reliability on customer satisfaction is negative, while the effect of SST interactivity</p><p>is positive. The SST ease of use (=0.034, p=0.549), and SST readiness (=-0.044,</p><p>p=0.422) do not significantly affect customer satisfaction. In conclusion, the</p><p>interactivity attributes of the self-service technology would enhance customer</p><p>satisfaction with governmental services, while the reliability aspect of SST is more</p><p>likely to reduce customer satisfaction. In implication, the findings provide useful</p><p>guidance on attributes of self-service technology (SST) adoption attributes that can be</p><p>tackled in order to achieve high levels of customer satisfaction with the governmental</p><p>services in the UAE, particularly ADDC.</p> 2023 thesis https://ir.upsi.edu.my/detailsg.php?det=10460 https://ir.upsi.edu.my/detailsg.php?det=10460 text eng closedAccess Masters Universiti Pendidikan Sultan Idris Fakulti Pengurusan dan Ekonomi <p>Abdul, A. (2014). The impact of customer satisfaction on business growth for Kpj Penang specialist hospital, Malaysia. IOSR Journal of Business and Management (IOSR-JBM), 32.</p><p>Abdullah, D. J. (2016). Abdullah, D, Jayaraman, K., Kamal, S. B. M., & Md Nor, N. (2016). A Conceptual ModelThe Role of Perceived Website Interactivity and Customer Perceived Value Toward Website Revisit Intention. Journal of Procedia Economics and Finance. volume2, 12.</p><p>Abdullah, F. W. (2016). Investigating the influence of the most commonly used external variables of TAM on students Perceived Ease of Use (PEOU). Journal of Modern Information Technology,volume12, 3.</p><p>Al-Bakri. (2014). Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty: The Case of Vietnam. International Journal of Strategic Decision Sciences (IJSDS) 7(1).</p><p>Amilia E, Shinta G. (2020). Pendekatan Theory Rasoned Action (TRA) Dan Technology Acceptance Model (TAM), Dalam Minat Transaksi Menggunakan E- money. Paradigma Pengembangan Ekonomi Kreatif di Era 4.0. STIE Widya Wiwaha, Yogyakarta, pp. 163-172. ISBN 978-602-51174-9-7.</p><p>Anaesth, A. C. (2019). Descriptive Statistics and Normality Tests for Statistical Data. National Center for Biotechnology Information, 6772.</p><p>Anderson, J. (2018). The positives of digital life, Pew Research Center, https://www.pewresearch.org/internet/2018/07/03/the-positives-of-digital-life/</p><p>Angelova, B. &. (2017). Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, V6, 3-36.</p><p>Aruldoss, M. T. (2014). A survey on recent research in business intelligence. Journal of Enterprise Information Management, V3, 14-25.</p><p>Audrezet, A., & Parguel, B. (2017). Designing measurement tools to improve fluency and certainty: The case of online customer satisfaction evaluation. Post-Print hal-01821838, HAL.</p><p>Audrezet, A., & Parguel, B. (2017). Designing Measurement Tools to Improve Response Fluency and Certainty : The Case of Online Customer Satisfaction Evaluation. Institut Suprieur de Gestion, Paris, France, V20.</p><p>Bathon, A. (2018). The Custoemr Relationship from design phase to implementation phase. Customer First Editions , IDO:1200987-23CFE.</p><p>Beatson, A. C. (2016). Determining Consumer Satisfaction and Commitment Through Self-Service Technology and Personal Service Usage. Beatson, A., Coote, L., & Rudd, J. (2006, September). DeterminiJournal of Marketing Management, 22(7/8), 853-882. Retrieved July 16, 2008, from Hospitality.</p><p>Beatson, A. L. (2017). Self-Service Technology and the Service Encounter. Service Industries Journal, 27(1), 75-89. Retrieved July 16, 2008, doi:10.1080/02642060601038700.</p><p>Beatson, A., Coote, L., & Rudd, J. (2006). Determining Consumer Satisfaction and Commitment Through Self-Service Technology and Personal Service Usage. Journal of Marketing Management, 22(7/8), 853-882.</p><p>Beldona, S. &. (2017). Importance-Performance Analysis of Guest Technologies in the Lodging Industry. Beldona, S., & Cobanoglu, C. (2007, August). Importance-Performance Analysis of Guest Techno 48(3), 299-312. Retrieved September 2, 2008, doi:10.1177/0010880407304023.</p><p>Bendapudi, N., & Leone, P. R. (2003). Psychological Implications of Customer Participation in Co-Production. Journal of Marketing, 67(1), 14-28. Retrieved October 25, 2008, from ABI/INFORM Global database. (Document ID: 676309391).</p><p>Bitner, M. J. (2010). Technology Infusion In Service Encounters. Journal of the Academy of Marketing Science.</p><p>Brooker, R. G. (2015). Public Opinion in the 21st Century, Methods of Measuring Public Opinion. Central Washington University.</p><p>Buabeng-Andoh, C. (2019). Predicting students intention to adopt mobile learning A combination of theory of reasoned action and technology acceptance model. Seantic Scholar Corpus ID: 210163231.</p><p>Buell, R. W. (2017). Are self-service customers satisfied or stuck. Production and Operations Management.</p><p>Carlin, M. (2017). Consumers Are Ready For Kiosks. Are You. Hospitality Technology, (1), 1-19.</p><p>Chhabra, D. (2008). Social Exchange Theory in Resort and Non-Resort Casino Settings.Anatolia, 19(1), 155-160. . 19(1), 155-160. Retrieved October 24, 2008, from Hospitality & Tourism Complete database.</p><p>Ching-Hua Ch., Yuan-Shuh L. (2020). Affordance-based view of the effects of self-service technology interactions on post-purchase behavioral intention. DOI:10.17261/pressacademia.2020.1193.</p><p>Cho, Y. C. (2015). Exploring Factors That Affect Usefulness Ease Of Use, Trust, And Purchase Intention In The Online Environment. International Journal of Management Systems. Volume 12, 36-55.</p><p>Churchill, G. &. (2015). An Investigation into the Determinants of Customer Satisfaction. Churchill, G.A., & Suprenant, C. (1982, November)Journal of Marketing Research, 19(4), 491-504. Retrieved April 10, 2009, doi:10.1340/J162v13h43 09.</p><p>Collier, J. B. (2015). Self-service delight: Exploring the hedonic aspects of self- service. Journal of Business Research. Volume 6, 22-65.</p><p>Cunningham, L., Young, C., & Gerlach, J. (2018). Consumer views of self-service technologies. Service Industries Journal, 28(6), 719-732.</p><p>Das, S. (2015). Collaboration Model of customer satisfaction and brand loyalty through Supply Chain Management. International Journal of in Multidisciplinary and Academic Research, Volume 2.</p><p>Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. Management Information Systems Research Center, University of Minnesota, Vol. 13, No. 3 (Sep., 1989), pp. 319-340 (22 pages).</p><p>Deel, G. (2010). Exploring the Association of the Attributes Of Self-service Kiosks, Customer Check-in Satisfaction, And Customer Commitment In C. Electronic Theses and Dissertations. Electronic Theses and Dissertations, 2004-2019.4440. .</p><p>Deng, W., Kuo, Y., & Chen, W. (2008). (2008, January). Revised importance-performance analysis: three factor theory and benchmarking. Service Industries Journal, 28(1), 37-51.</p><p>Dentzel, Z. (2020). How the Internet Has Changed Everyday Life, Article from the book Change: 19 Key Essays on How the Internet Is Changing Our Lives.</p><p>Dhabbah, M. (2017). Dhabbah, M.A. (2017). The Seven Public-Government Relationship Typlogies: Apply CRM in United Arab Emirates (UAE) Government. Semantic Scholar, Corpus ID: 168712546.</p><p>Diane H., Keith A. R. (2017). From high tech to high touch: enhancing customer service experiences via improved self-service technologies. Semantic scholar Corpus ID: 80236647.</p><p>Dong L., Jasmine T. (2013). Examining the influence of interactivity in a self-service setting. 2013 International Conference on Engineering, Management Science and Innovation (ICEMSI).</p><p>Eun Y, Kiseol Y. (2018). Self-service technologies (SSTs) streamlining consumer experience in the fashion retail stores: The role of perceived interactivity. Journal of Global Fashion Marketing, Volume 6.</p><p>Fisher, G., & Beatson, A. (2002). The Impact of Culture on Self-Service on Technology Adoption in the Hotel Industry. International Journal of Hospitality & Tourism Administration, 3(3), 59. Retrieved August 27, 2008, from Hospitality & Tourism Complete database.</p><p>Frost, J. (2019). How to Interpret P-values and Coefficients in Regression Analysis. https://statisticsbyjim.com/regression/interpret-coefficients-p-values-regression/.</p><p>Fller, J., & Matzler, K. (2008). Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups. . Tourism Management, 29(1), 116-126.</p><p>Ganesh, J., Arnold, M., & Reynolds, K. (2000). Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers. Journal of Marketing, 64(3), 65-87.</p><p>Gopal, P.K., Gouher, A., Kumar R. (2021). Influence Of Self-Service Technology on Passenger Satisfaction In UAE International Airport. Webology (ISSN: 1735-188X), Volume 18, Number 5, 2021</p><p>Gunawardana, H. M. (2015). GunawardImpact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka. Gadjah Mada International Journal of Business, Vul 2.</p><p>Hair, F. J., Anderson, R. E., & Tatham, R. L. (1995). Multivariate Data Analysis (3rd ed). New York: Macmillan.</p><p>Hanks, L., Line, N., & Mattila, A.S. . (2016). Hanks, L., Line, N., & Mattila, A.S. (2016). The Impact of Self-Service Technology and the Presence of Others on Cause-Related Marketing Programs in Restaurants. Journal of Hospitality Marketing & Management, 25, 547 - 562.</p><p>Hersyah, M. H., & Derisma. (2018). A Literature Review on Business Continuity Based on ISO 22301, Six Sigma and Customer Satisfaction Evaluation. International Conference on Information Technology Systems and Innovation (ICITSI).</p><p>Hgberg, J., Hamari, J., & Wstlund, E. (2019). Gameful Experience Questionnaire (GAMEFULQUEST): an instrument for measuring the perceived gamefulness of system use. User Modeling and User-Adapted Interaction, 1-42. User Model User-Adap Inter 29, 619660 (2019). https://doi.org/10.1007/s11257-019-09223-w.</p><p>Hory M., G. K. Deshmukh, U. Devi Prasad. (2019). Technology Readiness and Likelihood to Use Self-Checkout Services Using Smartphone in Retail Grocery Stores: Empirical Evidences from Hyderabad, India. Business Perspectives and Research, DOI:10.1177/2278533718800118.</p><p>Huang, J. (2018). Opportunities and Problems for the Development of Traditional Banks Business under the Background of Financial Technology Taking the Self-Service Bank as an Example. January 2018Advances in Social Sciences 07(11):1822-1826.</p><p>Iberahim, H. (2016). Customer Satisfaction on Reliability and Responsiveness of Self-Service Technology for Retail Banking Services. International Journal of scientific and technology research, Volume 6, Issue 07, July,2017 ISSN 2277-8616.</p><p>Indang, K., & Taib, C.A. (2017). Measure customer satisfaction: use the Kano Model at UUM Sultanah Bahiyah Library. Symposium on Technology Management & Logistics (STMLGo Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.</p><p>Iqbal, M. S. (2015). Impact of Self-Service Technology (SST) Service Quality On Customer Loyalty And Behavioral Intention: The Mediating Role Of Customer Satisfaction. Cogent Business & Management, 5:1, DOI: 10.1080/23311975.2018.1423770.</p><p>Jalab, N. (2014). Assessing Total Quality Customer Service as the New Paradigm in Nigeria Banking System. Journal of Quality Studies , Vol: 16, Issue: 4, Pp 154-198.</p><p>Jammerngy, A. (2015). Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: A case study of Armed Forces Medical Organizations. Malaysian journal of society and space.</p><p>Janabi, M. (2016). A perceived reliability-based customer satisfaction model in self-service technology. The Service Industries Journal, 38, 446 - 466.</p><p>John, J., & Hall, T. (2017). Customer Satisfaction Attributes in a success business organization . The Journal of Modern Business Management , Vol: 6, Issue: 11: Pp211- 287.</p><p>Karey O., Connie J. (2011). Evaluating Parenting Coordination Programs: Encouraging Results From Pilot Testing a Research Methodology. Journal of Child Custody, Volume 8, 2011 - Issue 4.</p><p>Kargwell, D. (2016). Horizontal Revolution and Business Strategy : The Impact of Social Media Platforms on Departments Business Strategy : The UAE context. Journal of Business & Economic Policy, Vol. 3, No. 1; March 2016.</p><p>Kate R., Anthony C., Jing-Bao N. (2019). Attempting rigour and replicability in thematic analysis of qualitative research data; a case study of codebook development. BMC Med Res Methodol 19, 66 (2019). https://doi.org/10.1186/s12874-019-0707-y.</p><p>Kotler. (2013). the Relationship between Customer Loyalty and Customer Satisfaction. . International Journal of Contemporary Hospitality Management, 13(5), 213-217.</p><p>Lee, H. L. (2016). Personal values as determinants of intentions to use self-service technology in retailing. Journal: Computers in Human Behavior. Volume 60, July 2016, Pages 322-332.</p><p>Leung, L. S. (2019). What Are Basic Human Needs? A Challenge to the Self-Determination Theory in the SST Context. Department of Marketing, Monash University, Melbourne, Australia. DOI:10.4236/psych.2019.107063.</p><p>Leung, S. K. (2014). The SST co-production: consumer readiness and its effect on the relationships between hedonic, utilitarian, security factors, satisfaction with, attitudes towards and repeated use of SSTs. Semantic Scholar, Corpus ID: 142620719.</p><p>Lin, C. J. (2016). the Role of Technology Readiness in Customers' Perception and Adoption of Self-Service Technologies. International Journal of Service Industry Management .</p><p>Lin, J. &. (2006). The role of technology readiness in customers' perception and adoption of self-service technologies. . International Journal of Service Industry Management, 17(5), 497-517. Retrieved July 16, 2008, doi:10.1108/0056423.</p><p>Liying Z, (2016) Factors Influencing the Adoption of Self-Service Technologies, Norwegian School of Economics, Master thesis within the main profile of Marketing and Brand Management, Bergen, Spring, 2016</p><p>Logi Analytics. (2015). State of Self-Service BI Report, Second Executive . Review of Self-Service Business Intelligence Trends.</p><p>Matthew L. Meuter, Amy L. Ostrom, Mary Jo Bitner,. (2000). Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters. Journal of Marketing, https://doi.org/10.1509/jmkg.64.3.50.18024.</p><p>McCombes, S. (2019). An introduction to sampling methods. Retrieved from scribbr.com: https://www.scribbr.com/methodology/sampling-methods/</p><p>Michael S., Declan W. (2019). The human brain somatostatin interactome: SST binds selectively to P-type family ATPases. DOI:10.1371/journal.pone.0217392.</p><p>Min, C. (2019). More on multiple regression analysis. https://www.semanticscholar.org/paper/More-on-multiple-regression-analysis-Min/8ae14fc3f70dac077f6fd44286ec56135e0f99c0.</p><p>Mishra, P., Pandey, C. M., Singh, U., Gupta, A., Sahu, C., & Keshri, A. (2019). Descriptive statistics and normality tests for statistical data. Ann Card Anaesth 2019;22:67-72.</p><p>Muhammad Sh., Masood Ul. , Ume H. (2018). Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Management, 5:1, DOI: 10.1080/23311975.2018.1423770.</p><p>Najm, R. (2015). Customer satisfaction role on building custoemr loyalty for organizational quality planning. Journal of quality studies , Vol: 12, Issue; 4, Pp: 62-124.</p><p>Nakel, M.P., & Naval, D.S. (2017). Study of Impact and Dependency of Electronic Gadgets on Health & Life Style of Students-A Comparative Study Among Youth Population in MGM Campus , Aurangabad Dr . International Journal of Science and Research (IJSR), ISSN (Online): 2319-7064.</p><p>Nasreen Kh, Sameera Ab. (2019). Exploring the Relationship Between Work-Family Enrichment and Constructive Deviance: Applying Social Exchange Theory (SET). International Review of Management and Business Research, Volume 8. Issue 2, 219-228.</p><p>Natarajan Th., Sabari A., Dharun L. (2019). Understanding the intention to use self service technologies in the airline industry. International Journal of Services Economics and Management 10(2):89.</p><p>Nathalie D., Souad D. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, ISSN: 0959-0552.</p><p>Ning Zh., Lina P. (2014). Measuring Public Satisfaction for Government Process Reengineering. Semantic Scholar, Corpus ID: 19437408.</p><p>Nripendra P., Yogesh K. (2015). Citizen's adoption of an e-government system: Validating extended social cognitive theory (SCT). DOI:10.1016/j.giq.2015.02.002.</p><p>Nura A., Nazmona M. (2019). A User Readiness Model of Social Media for Learning among Polytechnic Students in Nigeria. Semantic Scholar, DOI:10.22178/pos.47-4.</p><p>Obeidat, A. (2017). Effect of Service Quality, Brand Image, Perceived Value on Customer Satisfaction and Loyalty in the Chinese Banking Industry. Journal of Customer Service Management, 233-278.</p><p>Oliver, S. (2012). E-Banking services quality and customer loyalty: The moderating effect of customer service satis- faction: Empirical evidence from the UAE banking sector.</p><p>Ong, L. I. (2014). Can Self Service Technologies Work in the Hotel Industry in Singapore? A Conceptual Framework for Adopting Self-service Technology. UNLV Theses, Dissertations, Professional Papers,and Capstones. 694.</p><p>Parasuraman, A. (2000). Technology Readiness Index (TRI): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies. Journal of Service Research 2(4):307-320.</p><p>Parkman, S., Litz, D., & Gromik, N. . (2017). Examining pre-service teachers acceptance of technology-rich learning environments: A UAE case study. . Education and Information Technologies, 23, 1253-1275.</p><p>Peng, M. Y.-P. (2019). The Influence of Technology Readiness and Interactivity on Consumers Behavior. DEStech Transactions on Social Science, Education and Human Science.</p><p>Ramayah, T. I. (2015). Impact of Perceived usefulness, Perceived ease of use and Perceived Enjoyment on Intention to shop online. Ramayah, T. & Ignatius, Joshua. (2005). Impact of perceived usefulness, perceived easeJournal of Systems Management. 3. 36-51. .</p><p>Raouia A., Imen B.,. (2016). Proactive and reactive e-government services recommendation. Universal Access in the Information Society, DOI:10.1007/s10209-015-0442-z.</p><p>Regina H., Theresia N. (2018). Self-service technology (SST) acceptance analysis in restaurants in Indonesia by using technology acceptance model (TAM). Semantic Scholar Corpus ID: 198794903.</p><p>Resnick, D. B. (2015). What is Ethics in Research and Why is it Important? List adapted from Shamoo A and Resnik D. 2015. Responsible Conduct of Research, . 3rd ed. (New York: Oxford University Press).</p><p>Ringle, C. M., Wende, S., & Becker, J.-M. (2015). SmartPLS 3. Bnningstedt: SmartPLS. Retrieved from http://www.smartpls.com.</p><p>Rodrguez, A.S., Campdesuer, R.P., Vidal, G.G., & Vivar, R.M. (2017). Tools for measuring and improving external customer satisfaction in stores of Santo Domingo, Ecuador. International Journal of Engineering Business Management, 9. International Journal of Engineering Business Management. https://doi.org/10.1177/1847979017723172.</p><p>Sakineh, T. (2016). Ethical considerations in domestic violence related researches. Medical Ethics Journal, DOI:10.21859/mej-1035141.</p><p>Sakovich, N. (2023). The Value of Interactive Kiosks for Your Business, Sam Solutions https://www.sam-solutions.com/blog/the-value-of-interactive-kiosks-for-your-business/</p><p>samurai, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market. https://doi.org/10.1016/j.jairtraman.2016.07.008.</p><p>Sanjit R., M. S. Balaji, Bang N. (2020). Consumer-computer interaction and in-store smart technology (IST) in the retail industry: the role of motivation, opportunity, and ability. Journal of Marketing Management, Volume 36, 2020 - Issue 3-4: .</p><p>Seidmann, A., Jiang, Y., & Zhang, J.J. . (2016). Introduction to the Impacts of Information Technologies on Consumer Activities and on Business Operations Minitrack. . 2016 49th Hawaii International Conference on System Sciences (HICSS), 4739-4739.</p><p>Shamdasani , P., Mukherjee , A., & Malhotra, N. (2008). Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal, 28(1), 117-138.</p><p>Stringam, B. B. & Gerdes, J. H. (2021). Hotel and guest room technology. In C. Cobanoglu, S. Dogan, K. Berezina, & G. Collins (Eds.), Hospitality & Tourism Information Technology (pp. 160). USF M3 Publishing. https://www.doi.org/10.5038/9781732127593</p><p>Sudari, S.A., Tarofder, A.K., Khatibi, A., & Tham, J. . (2019). Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products. . Management Science Letters, 9, 1385-1396.</p><p>Susanna, L., Morris, P., & Dynarski , S. (2017). Descriptive analysis in education: A guide for researchers. National Center for Education Evaluation and Regional Assistance, NCEE 20174023 .</p><p>Taher, S. (2016). The role of Custoemr Relationship Management CRM on organizational success . The Journal of Modern Business Management , 788-856.</p><p>Tajudeen A., Amos I. (2015). Confirmatory Factor Analysis of the dimensionality of Students Readiness of using Social-Media for Learning in Nigeria. ATBU Journal of Science, Technology and Education, Vol 3., No2.</p><p>Taufik, N., & Hanafiah, M.H. (2019). Airport passengers' adoption behaviour towards self-check-in Kiosk Services: the roles of perceived ease of use, perceived usefulness and need for human interaction. Heliyon, Volume 5, Issue 12, December 2019, e02960.</p><p>Tian, D., Li, H., Xu, L., & Li, Y. . (2019). Technological Change and its Impacts on Supply Chain Evolution: The Case of Samsung Group. . 2019 16th International Conference on Service Systems and Service Management (ICSSSM), 1-6.</p><p>Ujang, A., Ramli, O., Ikhwan, A., Azmi, A., Kamal, S., & Dahlan, A. (2016). Factors Influencing Consumers Intention to use Self Service Technology. International Academic Research Journal of Business and Technology, volume 4, pp. 12-34.</p><p>Vonkemana, C. T. (2017). Role Of Local Presence In Online Impulse Buying. Computers in Human Behavior,. International Journal of Advertising, and Psychology 54(8).</p><p>Wang .Michael Chih-Hung. (2012). Determinants and consequences of consumer satisfaction with selfservice technology in a retail setting. Journal of Service Theory and Practice 22(2):128-144.</p><p>Wei F., Shengzhi H. (2019). Examining the applicability of different sampling techniques in the development of decomposition-based streamflow forecasting models. Journal of Hydrology, Volume 568, January 2019, Pages 534-550.</p><p>Weijters, B. (2017). Determinants and outcomes of customers use of self-service technology in a retail setting. Journal of Service Research, 10(1):3-21.</p><p>Wong, W. (2014). the Effects of Technology Acceptance Factors On Customer E-Loyalty and E-Satisfaction in Malaysia. International Journal of Business and Society, Volume15.</p><p>Xue, M., & Harker, P. (2002). Customer Efficiency: Concept And Its Impact On E-Business Management. Journal of Service Research, 4(4), 253.</p><p>Yang, C.-F. W.-S.-H.-J. (2015). beyond the innovation: An exploratory study of designing web-based self-services. Procedia Manufacturing, Volume 3, 2015, Pages 3391-3398.</p><p>Zimek, A., & Filzmoser, P. (2018). There and back again: Outlier detection between statistical reasoning and data mining algorithms. Wiley Interdisciplinary Reviews: Data Mining and Knowledge Discovery. 8 (6): e1280. .</p><p></p><p></p><p></p>

Similar Items