Examining the Antecedents of Continuous Usage Intention for Smart Self-Service Automated Kiosks in Bangkok
DOI:
https://doi.org/10.70730/tureview.v29i1.241255Keywords:
Self-Service Technology, Self-Service Kiosk, Fast-Food Restaurant, InnovativenessAbstract
The implementation of self-service automation technology is acknowledged as an essential strategy to enhance service quality and profitability in the fast-food industry. This study, informed by Cognitive Appraisal Theory, examines the factors influencing the continuing intention to use smart self-service automated kiosks among Thai young adults. Based on Partial Least Squares-Structural Equation Modeling, the study found substantial empirical evidence linking perceived responsiveness, customization, convenience, and innovativeness with attitudes toward smart self-service technologies, which then affect continuous usage intentions. Interestingly, perceived functionality, interface design, and payment security did not significantly influence attitudes toward smart self-service technologies. The current study enhances both theoretical and practical comprehension of the elements influencing prolonged technology utilization in the digital service domain. Theoretically, the findings highlight the essential importance of smart self-service technology (SST) features in maintaining user engagement with smart kiosks. This study offers significant implications for fast-food companies, highlighting the necessity to improve customer sentiment through dependable and intuitive kiosk interfaces. Subsequent study ought to investigate these links within diverse demographic contexts and employ longitudinal methodologies to track the progression of user behaviors.
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