THE INFLUENCE OF SELF-SERVICE EXPERIENCES ON CUSTOMER SATISFACTION

Authors

  • 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

DOI:

https://doi.org/10.15282/ijim.17.4.2023.10023

Keywords:

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

Abstract

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.

References

Al-Hawari, M., Ward, T. and Newby, L., (2009), The relationship between service quality and retention within the automated and traditional contexts of retail banking. Journal of Service Management, 2, 455-472.

Butkevičienė, V., Stravinskienė, J., & Rūtelionienė, A. (2008). Impact of consumer package communication on consumer decision-making process. Engineering Economics, 56(1).

Barua, Z., Aimin, W. and Hongyi, X. (2018), A perceived reliability-based customer satisfaction model in self-service technology. The Service Industries Journal, 38(7), 446-466.

Bitner, M.J., Ostrom, A.L. and Meuter, M.L. (2002), Implementing successful self-service technologies. Academy of Management Perspectives, 16, 96-108.

Boon-Itt, S. (2015), Managing self-service technology service quality to enhance e-satisfaction. International Journal of Quality and Service Sciences, 7 (4), 373-391.

Brian J. Taillon, Bruce A. Huhmann. (2019). Strategic consequences of self-service technology evaluations. Journal of Strategic Marketing, 27(3)

Bai, C., Satir, A., & Sarkis, J. (2018). Investing in lean manufacturing practices: an environmental and operational perspective. International Journal of Production Research, 1-15.

Belekoukias, I., Garza-Reyes, J. A., & Kumar, V. (2014). The impact of lean methods and tools on the operational performance of manufacturing organisations. International Journal of Production Research, 52(18), 1-21.

Chavez, R., Yu, W., Jacobs, M., Fynes, B., Wiengarten, F., & Lecuna, A. (2015). Internal lean practices and performance: The role of technological turbulence. International Journal of Production Economics, 160, 157-171.

Cherrafi, A., Elfezazi, S., Chiarini, A., Mokhlis, A., & Benhida, K. (2016). The integration of lean manufacturing, Six Sigma and sustainability: A literature review and future research directions for developing a specific model. Journal of Cleaner Production, 139, 828-846.

Dos Santos Bento, G., & Tontini, G. (2018). Developing an instrument to measure lean manufacturing maturity and its relationship with operational performance. Total Quality Management & Business Excellence, 1-19.

Djelassi, S., Diallo, M. F., & Zielke, S. (2018). How self-service technology experience evaluation affects waiting time and customer satisfaction? A moderated mediation model. Decision Support Systems, 111, 38–47.

Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29-51.

Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201.

De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application. Cogent Business & Management, 7(1).

Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1/2), 35-68.

Gelderman, C. J., Paul, W. T., & Van Diemen, R. (2011). Choosing self-service technologies or interpersonal services—The impact of situational factors antechnology-related attitudes. Journal of Retailing and Consumer Services, 18(5), 414-421.

Gunawardana, H. M. R. S. S., & Perera, W. L. M. V. (2015). Impact 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, 17(1), 1-24.

Galdolage, B. S. (2020). Do it yourself: Customer self-directed learning in self-service technologies.

Galdolage, B. S. (2022). Customers' Technology Know-How and Error-Correction Capability in using Self-Service Technologies. Vidyodaya Journal of Management, 8(1).

Hsiao, W. H., & Chang, T. S. (2014). Understanding consumers’ continuance intention towards mobile advertising: a theoretical framework and empirical study. Behaviour & Information Technology, 33(7), 730-742.

Ing, P.G., Zheng Lin, N., Xu, M. and Thurasamy, R. (2020), Customer loyalty in Sabah full service restaurant. Asia Pacific Journal of Marketing and Logistics, 32(7), 1407-1429.

Johns, R. and Perrott, B. (2008), The impact of internet banking on business‐customer relationships (are you being self‐served?). International Journal of Bank Marketing, 26(7), 465-482.

Kuvykaite, R., Dovaliene, A., & Navickiene, L. (2009). Impact of package elements on consumer’s purchase decision. Economics and management, (14), 441-447.

Kheng, L. L., Mahamad, O., & Ramayah, T. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57.

Liu, C., & Hung, K. (2022). Improved or decreased? Customer experience with self-service technology versus human service in hotels in China. Journal of Hospitality Marketing & Management, 31(2), 176–204.

Minglong Li, Dexiang Yin, Hailian Qiu, Billy Bai. (2022) Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic. Journal of Hospitality Marketing & Management, 31(1).

Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.

Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.

Mitra, A., & Sahoo, D. (2015). The impact of customer’s perceived service innovativeness on image congruence, satisfaction and behavioral outcomes. Journal of Hospitality and Tourism Technology, 6(3), 288-310.

Murphy, P. T., Clogher, L., Van Laar, A., O’Regan, R., McManus, S., McIntyre, A., … Hallahan, B. (2022). The impact of service user’s suicide on mental health professionals. Irish Journal of Psychological Medicine, 39(1), 74–84.

Park, S., Lehto, X., & Lehto, M. (2021). Self-service technology kiosk design for restaurants: An QFD application. International Journal of Hospitality Management, 92,

Paulssen, M., Brunneder, J., & Sommerfeld, A. (2019). Customer in-role and extra-role behaviours in a retail setting: The differential roles of customer-company identification and overall satisfaction. European Journal of Marketing, 53(12), 2501-2529.

Pooya, A., Abed Khorasani, M., & Gholamian Ghouzhdi, S. (2020). Investigating the effect of perceived quality of self-service banking on customer satisfaction. International Journal of Islamic and Middle Eastern Finance and Management, 13(2), 263-280.

Raheman, K. U. (2017). Perceptions of service quality and the impact on adoption of self-service technologies. South Asian Journal of Marketing & Management Research, 7(1), 4-16.

Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (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).

Strutt, P. A., Johnco, C. J., Chen, J., Muir, C., Maurice, O., Dawes, P., … Wuthrich, V. M. (2022). Stress and Coping in Older Australians During COVID-19: Health, Service Utilization, Grandparenting, and Technology Use. Clinical Gerontologist, 45(1), 106–119.

Tzavlopoulos, Ι., Gotzamani, K., Andronikidis, A., & Vassiliadis, C. (2019). Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty. International Journal of Quality and Service Sciences, 11(4), 576-587.

Taylor, S. A., & Hunter, G. L. (2002). The impact of loyalty with e‐CRM software and e‐services. International journal of service industry management, 13(5), 452-474.

Ugwuanyi, C. C., Uduji, J. I., & Oraedu, C. (2021). Customer experience with self-service technologies in the banking sector: Evidence from Nigeria. International Journal of Business and Systems Research, 15(4), 405–425.

Wang, C., Harris, J., & Patterson, P. G. (2012). Customer choice of self‐service technology: the roles of situational influences and past experience. Journal of Service Management, 23(1), 54-78.

Wu, X., Gursoy, D., & Zhang, M. (2021). Effects of social interaction flow on experiential quality, service quality and satisfaction: moderating effects of self-service technologies to reduce employee interruptions. Journal of Hospitality Marketing & Management, 30(5), 571-591.

Wang, X., Wong, Y. D., Sun, S., & Yuen, K. F. (2022). An investigation of self-service technology usage during the COVID-19 pandemic: The changing perceptions of ‘self’and technologies. Technology in society, 70.

Winner, J. G., Carhart, J. M., Altar, A., Allen, J. D., & Dechairo, B. M. (2013). A prospective, randomized, double-blind study assessing the clinical impact of integrated pharmacogenomic testing for major depressive disorder. Discovery medicine, 16(89), 219-227.

Downloads

Published

2023-12-13

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. https://doi.org/10.15282/ijim.17.4.2023.10023

Issue

Section

Research Article