• Norashikin Jalani Faculty of Industrial Management, Universiti Malaysia Pahang Al Sultan Abdullah, Lebuhraya Persiaran Tun Khalil Yaakob, Gambang 26300 Pahang, Malaysia
  • Azizan Azit Faculty of Industrial Management, Universiti Malaysia Pahang Al Sultan Abdullah, Lebuhraya Persiaran Tun Khalil Yaakob, Gambang 26300 Pahang, Malaysia
  • Wan Khairul Anuar Wan Abd Manan Faculty of Industrial Management, Universiti Malaysia Pahang Al Sultan Abdullah, Lebuhraya Persiaran Tun Khalil Yaakob, Gambang 26300 Pahang, Malaysia
  • Mazita Mokhtar Faculty of Industrial Management, Universiti Malaysia Pahang Al Sultan Abdullah, Lebuhraya Persiaran Tun Khalil Yaakob, Gambang 26300 Pahang, Malaysia



Customer trust, Customer satisfaction, Quality of self-service, Technology readiness, Perceived value, Self-service quality


Successful companies consistently provide higher levels of satisfaction to their customers. This study is to determine the impact of self-service experiences on customer satisfaction. For the purpose of the study, 120 McDonald's customers were selected for a survey. The results showed that being technologically ready positively and substantially affects customer satisfaction through the medium of Customer Trust. Self-service can be more efficient and successful, and customers can be more satisfied if the necessary technology is in place. Self-service experience quality and client satisfaction are impacted by trust and perceived value. This research contributes to understanding what it takes to keep repeat customers happy and returning for more business.


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How to Cite

Jalani, N., Azit, A., Wan Abd Manan, W. K. A., & Mokhtar, M. (2023). THE INFLUENCE OF SELF-SERVICE EXPERIENCES ON CUSTOMER SATISFACTION. International Journal of Industrial Management, 17(4), 186–194.



Research Article