International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies


:: International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies

ISSN 2228-9860
eISSN 1906-9642



  • Factors Impacting User Behavioural Intention to Adopt Self-Service Technology: An Empirical Study

    Nasser Ali M Khalufi (School of Management, Universiti Sains Malaysia, Pulau Pinang, MALAYSIA),
    (College of Business Administration, Jazan University, Jazan, SAUDI ARABIA),
    Khairul Anuar Mohammad Shah (School of Management, Universiti Sains Malaysia, Pulau Pinang, MALAYSIA).

    Disciplinary: Information Technology.

    ➤ FullText

    doi: 10.14456/ITJEMAST.2022.136

    Keywords: Self Service Technology, UTAUT2, Behavioural intention, Consumer satisfaction

    Self-service technologies are gateways that allow clients to use services, which are efficiently provided without the assistance of service employees. Self-service technology has become prominent in many businesses, especially multichannel retailing, and it has fundamentally altered the service aspect by shifting the ordinary 'customer-employee' perspective to the modern 'customer-technology' encounter. This study aims to identify the factors which determine the impact of self-service technology on users' behavioural intention to adopt self-service technologies by examining the effects of performance expectancy, effort expectancy, trust, security and privacy, satisfaction, facilitating conditions and customisation and functionality on user behavioural intention to adopt self-service technology. This study also aims to integrate the developed UTAUT2 model into SST and Saudi Arabia's retail industry. This study used a quantitative approach with an online google form survey to collect the data from 329 users of self-service technology in Saudi Arabia. The results showed that these factors significantly, positively and directly affect user intention to adopt self-service technology. The findings are expected to help researchers, retailers, and consumers make sustainable decisions in adopting and using SST. The results also identified specific suggestions which potentially benefit retail businesses to use further services to attract customers in the long run.

    Paper ID: 13A7J

    Cite this article:

    Khalufi, N. A. M., Shah K. A. M., (2022). Factors Impacting User Behavioural Intention to Adopt Self-Service Technology: An Empirical Study. International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies, 13(7), 13A7J, 1-11. http://TUENGR.COM/V13/13A7J.pdf DOI: 10.14456/ITJEMAST.2022.136


  1. Ahn, J. A., & Seo, S. (2018). Consumer responses to interactive restaurant self-service technology (IRSST): The role of gadget-loving propensity. International Journal of Hospitality Management, 74, 109-121.
  2. Ballantyne, D., & Nilsson, E. (2017). All that is solid melts into air: the servicescape in digital service space. Journal of Services Marketing, 31(3), 226-235.
  3. Chen, T., Guo, W., Gao, X., & Liang, Z. (2021). AI-based self-service technology in public service delivery: User experience and influencing factors. Government Information Quarterly, 38(4), 101520.
  4. Choi, B. C. F., & Land, L. (2016). The effects of general privacy concerns and transactional privacy concerns on Facebook apps usage. Information & Management, 53(7), 868-877.
  5. Considine, E., & Cormican, K. (2017). The rise of the prosumer: An analysis of self-service technology adoption in a corporate context. International Journal of Information Systems and Project Management, 5(2), 25-39.
  6. Demoulin, N. T. M., & Djelassi, S. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, 44(5), 540-559.
  7. 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.
  8. El-Said, O. A., & Al Tall, T. (2020). Studying the Factors Influencing Customers' Intention to Use Self-service Kiosks in Fast Food Restaurants BT - Information and Communication Technologies in Tourism 2020 (J. Neidhardt & W. Worndl (eds.); pp. 206-217). Springer International Publishing.
  9. Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90.
  10. Grabner-Krauter, S., & Faullant, R. (2008). Consumer acceptance of internet banking: the influence of internet trust. International Journal of Bank Marketing, 26(7), 483-504.
  11. Hsu, P.-F., Nguyen, T. K., & Huang, J.-Y. (2021). Value co-creation and co-destruction in self-service technology: A customer's perspective. Electronic Commerce Research and Applications, 46, 101029.
  12. Jeon, H. M., Sung, H. J., & Kim, H. Y. (2020). Customers' acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness. Service Business, 14(4), 533-551.
  13. Kim, J., & Mueller, C. (1978). Factor analysis. Sage Publications.
  14. Li, H., Sarathy, R., & Xu, H. (2010). Understanding situational online information disclosure as a privacy calculus. Journal of Computer Information Systems, 51(1), 62-71.
  15. 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.
  16. Miranda Veloso, C., Magueta, D. M., Fernandes, P. O., & Rito-Ribeiro, H. N. (2017). Service quality, customer satisfaction and corporate image as a key driver of customer loyalty in traditional Retail. 10th Annual Conference of the EuroMed Academy of Business.
  17. Page, S. J., Bentley, T., Teo, S., & Ladkin, A. (2018). The dark side of high performance human resource practices in the visitor economy. International Journal of Hospitality Management, 74, 122-129.
  18. Park, S., Lehto, X., & Lehto, M. (2021). Self-service technology kiosk design for restaurants: An QFD application. International Journal of Hospitality Management, 92, 102757.
  19. Scherer, A., Wunderlich, N. V, & Von Wangenheim, F. (2015). The value of self-service. MIS Quarterly, 39(1), 177-200.
  20. Schweitzer, V., & Simon, F. (2021). Self-construals as the locus of paradoxical consumer empowerment in self-service retail technology environments. Journal of Business Research, 126, 291-306.
  21. Sedighimanesh, M., Sedighmanesh, A., & Ashghaei, N. (2017). The impact of self-service technology on customer satisfaction of online stores. International Journal of Scientific & Technology Research, 6(7), 172-178.
  22. Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. John Wiley & Sons.
  23. Seo, K. H. (2020). A study on the application of kiosk service as the workplace flexibility: The determinants of expanded technology adoption and trust of quick service restaurant customers. Sustainability, 12(21), 8790.
  24. Sharma, P., Ueno, A., & Kingshott, R. (2021). Self-service technology in supermarkets-do frontline staff still matter? Journal of Retailing and Consumer Services, 59, 102356.
  25. Taufik, N., & Hanafiah, M. H. (2019). Airport passengers' adoption behaviour towards self-check-in Kiosk Services: the roles of perceived ease of use, perceived usefulness and need for human interaction. Heliyon, 5(12), e02960.
  26. Tongco, M. D. C. (2007). Purposive sampling as a tool for informant selection. Ethnobotany Research and Applications, 5, 147-158.
  27. Van de Sanden, S., Willems, K., & Brengman, M. (2022). How customers motive attributions impact intentions to use an interactive kiosk in-store. Journal of Retailing and Consumer Services, 66, 102918.
  28. Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186-204.
  29. Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Quarterly, 157-178.
  30. 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.
  31. Yu, H. S., Zhang, J. J., Kim, D. H., Chen, K. K., Henderson, C., Min, S. D., & Huang, H. (2014). Service quality, perceived value, customer satisfaction, and behavioral intention among fitness center members aged 60 years and over. Social Behavior and Personality: An International Journal, 42(5), 757-767.

Other issues:


Call-for-Scientific Papers
Call-for-Research Papers:
ITJEMAST invites you to submit high quality papers for full peer-review and possible publication in areas pertaining engineering, science, management and technology, especially interdisciplinary/cross-disciplinary/multidisciplinary subjects.

To publish your work in the next available issue, your manuscripts together with copyright transfer document signed by all authors can be submitted via email to Editor @ (please see all detail from Instructions for Authors)

Publication and peer-reviewed process:
After the peer-review process, articles will be on-line published in the available next issue. However, the International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies cannot guarantee the exact publication time as the process may take longer time, subject to peer-review approval and adjustment of the submitted articles.