An Empirical Study on Self-service Technologies and Consumer Satisfaction

Purpose - This research examines what factors principally affect consumers’ acceptance of Self-Service Technologies and intent to use. Design/Methodology/Approach - To answer the research question, the TAM was adopted. We collected data from market research. By adopting TAM, we examine the factors that affect the continuous use intention of Self-Service Technologies. Findings - The empirical results show that SSTs’ usefulness and ease of use positively affect consumers’ intension to use in line with the proposed assumption. Research Implications - The perceived usefulness and perceived ease of use positively affect continuous use intention. The Self-Service provider would enhance usefulness and ease of use, then increase the likelihood of adopting Self-Service Technologies.