文章基本信息

标题：Determinants of Customer Satisfaction and Willingness to Use Self-Service Kiosks in the Hotel Industry
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作者：Chanmi Hong ; Lisa Slevitch
期刊名称：Tourism & Hospitality
印刷版ISSN：2167-0269
出版年度：2018
卷号：7
期号：5
页码：1-7
DOI：10.4172/2167-0269.1000379
语种：English
出版社：OMICS Group
摘要：As various industry adopted self-service kiosk (SSK) technology, the hospitality industry has implemented SSK in service procedure. However, what drives CS with SSKs has not been fully examined because the system is still new in the hotel industry. The purpose of this study was to identify how self-service kiosk (SSK) attributes like ease of use, speed of delivery, and monetary promotion affect customer satisfaction (CS) in hotel setting. The study also explored the association between CS and willingness to use an SSK in the future. The results of this study showed that ease of use and speed of delivery had a positive association with CS, but showed no significant relationship between monetary promotion and CS. In addition, CS was positively associated with the willingness to use SSKs in the future. The study contributes new knowledge about what drives CS with SSKs and, additionally, confirms the determinants needed to achieve successful CS with SSKs in hotel settings.
关键词：Customer satisfaction;Technology adoption;Quality attributes;Return intentions;Service co-creation;Willingness to use