The Relationship between Technology-Based Self-Service Convenience Orientation factor and Technology-Based Self-Service Convenience, Quality

This study examined effects of ease of use, information, control on technology-based self-service convenience perceived by customers who had ever used technology-based self-service and determined relationship between technology-based self-service convenience and technology- based self-service quality. In particular, this study categorized technology-based self-service convenience into five dimensions-decision, access, transaction, benefit, and post-benefit convenience and examined effects of influences factors on such multidimensional technology- based self-service convenience. The results of the empirical study can be summarized as follows: First, use of ease exerted significant influence on four dimensions of technology-based self-service convenience-decision, access, transaction, benefit-except post-benefit convenience among five dimensions of technology-based self-service convenience. Second, information had significantly affects transaction, benefit, and post-benefit convenience while dimensions―decision, access convenience had insignificant effects by information. Post-benefit convenience in relation to information was the most important factor in increasing generally convenience. Third, testing the hypothesis that technology-based self-service convenience would have significant effects on technology- based self-service quality revealed that decision, access, transaction, benefit, and post-benefit convenience had significant relationship.