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Article

Determinants and consequences of consumer satisfaction with self-service technology in a retail setting

Abstract
Purpose – The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self-service technology (SST) in a retail setting.
Design/methodology/approach – In cooperation with a survey firm, a total of 424 respondents were collected from among consumers who had experience of using multimedia kiosks at convenience
stores in Taiwan. The conceptual model was tested by using structural equation modeling. Findings – The results show that perceived usefulness and perceived enjoyment both, initially,
influence perceived control and convenience and then affect consumer satisfaction, which in turn has an impact on consumer continued behavior intention. In addition, perceived enjoyment is found to enhance consumer satisfaction, but perceived usefulness is not.

Ketersediaan
#
IPC Corporate University Library ATC PO MIC a
ATC160074124
Tersedia
Informasi Detail
Judul Seri
Determinants and consequences of consumer satisfaction with self-service technology in a retail setting
No. Panggil
ATC PO MIC a
Penerbit
Taiwan : Emerald Insight.,
Deskripsi Fisik
20 halaman
Bahasa
English
ISBN/ISSN
-
Klasifikasi
ATC
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
online resource
Edisi
Managing Service Quality: An International Journal
Subjek
logistic Management
Strategic Management
Office Management
Info Detail Spesifik
20 halaman
Pernyataan Tanggungjawab
Versi lain/terkait
Lampiran Berkas
Tidak Ada Data
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