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Subject: search.filters.subject.Self-service technology

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    RELATIONSHIP BETWEEN SELF-SERVICE TECHNOLOGIES’ SERVICE QUALITY, SATISFACTION, ATTITUDINAL AND BEHAVIORAL LOYALTY OF AIRLINE PASSENGERS
    (2022-07-01)
    Suwannakul, Ekkarat
    ;
    Khetjenkarn, Siriporn
    This study aims to examine how the service quality of self-service technologies (SSTs) affects the attitudinal and behavioral loyalty of airline passengers. To examine the service quality in the customer–technology interaction context, this study employs the SSTQUAL scale of Lin and Hsieh (2011). A total of 391 responses were analyzed using a structural equation modelling technique. The results showed that the seven SSTQUAL dimensions reflected the service quality of airline SSTs, supporting the validity of the SSTQUAL scale in the airline context. The study also indicates a strong link between perceived SST service quality and passenger satisfaction. The mediating role of attitudinal loyalty in the link between passenger satisfaction and behavioral loyalty was also revealed. This research improves understanding of the relationship between the service quality of airline SSTs, passenger satisfaction, and two aspects of loyalty.
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    Role of Technology Readiness in Airline Passengers’ Perceptions of Self-service Technology Quality
    (2021-01-01)
    Suwannakul, Ekkarat
    Self-service technology (SST) is more crucial now than before for the service delivery of airlines. Many airlines employ various types of SSTs so that passengers can perform certain services on their own. Although many passengers enjoy using the self-service option, some are not ready to adopt such a technology. This study aims to investigate how passengers possessing different characteristics perceive technology readiness (TR) and examine the influence of TR on perceived SST quality. Questionnaires were used to collect data from airports in Bangkok, Thailand. A total of 382 usable data were analysed using one-way ANOVA and multiple regression analysis. Results indicate significant differences in TR across age, education, occupation, income, types of SSTs and air travel frequency. This study also reveals that TR dimensions, namely, optimism, innovativeness, anxiety and insecurity, are important factors influencing airline passengers’ perceptions of SST quality.
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    Continuance intention to use self-service technology of mass rapid transit system in thailand: A conceptual framework
    (2020-01-01)
    Chanmatakulvat, Natthakarn
    ;
    Chaveesuk, Singha
    In the era of globalization, the emerging relationship of the world's economies, societies, and populaces are realized by interexchange of ventures, innovation, and stream of individuals and data. In terms of innovation, it has assumed a noteworthy job under computerized time in different viewpoints. Particularly, when the technology is carried out, it can create immense transformation in improving the people's living standards for everyday comforts and how organizations arrange their business forms. At presents, several organizations are concentrating on technology adoption to develop strong competencies in the industry and giving powerful emphasis on customer's needs and fulfillment to maintain their loyalty. Within the worldwide service industry, Mass Rapid Transit is one of the biggest transport services which applies technology to enhance operation's quality and service in various perspectives. To serve such principles and demands, self-service technology is implemented significantly. This mechanical function provides new progressive idea of giving service with incredible support of advancement without human association. Ticket vending machine, automated top-up machine, and self-service storage with RFID technology and QR scan code installed at Mass Rapid Transit station in Thailand will be reasonably selected as pilot self-administration innovations for this research. By this regard, the main purpose of this study is to construct the conceptual framework based on the Information System Success Model (IS Success Model) as the main theory and support with other variables from other theories namely, Performance Expectancy and Social Influence from UTAUT and Continuance Intention to Use from ECM to study on factors that influence on user satisfaction and proceeded with use of self-service technology. Ultimately, the result from conceptual framework will provide the profitable insight into factors that influence continuance intention to use of self-automated technology at MRT in Thailand. This information can be a guidance for both government and private sector on enhancing their supportive technology service to reach utmost level on customer's needs.