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.
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