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Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin

As self-service options have become more widespread, customers' interactions with service workers and technology have changed. Self-service technologies are increasingly valued by customers for their convenience, consistency, and control. Despite their increasing popularity, Malaysian hotels ha...

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Main Authors: Lokman Hakim, Azlinda Hakim, Mohamad Ibrahim, Hairunnisa, Tang, Pauline Pei Lin
Format: Article
Language:English
Published: Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2022
Subjects:
Technological innovations
Market segmentation. Target marketing
Consumer satisfaction
Customer services. Customer relations
Electronic commerce
Online Access:https://ir.uitm.edu.my/id/eprint/68149/1/68149.pdf
https://ir.uitm.edu.my/id/eprint/68149/
https://www.jthca.org/
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id my.uitm.ir.68149
record_format eprints
spelling my.uitm.ir.681492022-10-14T08:58:22Z https://ir.uitm.edu.my/id/eprint/68149/ Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin Lokman Hakim, Azlinda Hakim Mohamad Ibrahim, Hairunnisa Tang, Pauline Pei Lin Technological innovations Market segmentation. Target marketing Consumer satisfaction Customer services. Customer relations Electronic commerce As self-service options have become more widespread, customers' interactions with service workers and technology have changed. Self-service technologies are increasingly valued by customers for their convenience, consistency, and control. Despite their increasing popularity, Malaysian hotels have yet to fully integrate self-service technologies into their daily operations. Self-service technologies (SSTs) help hotels to improve service standards, and the wide range of technological applications available allows hotels to choose the application that best matches the needs of their guests as well as the hotel's needs. Despite of numerous studies have been conducted in the scope of SST; the focus revolves around hotels in Klang Valley remained under-studied. The purpose of this study is therefore to 1) investigate customer perceptions of hotel self-service technology (SSTs). 2) to identify the elements that influence how selfservice technologies (SSTs) are perceived and used in hotels. Perceived usefulness has a positive link with intention to utilize SSTs, according to the findings. A self-administered questionnaires that focused on variables of ease of use, privacy, autonomy and effectiveness will be part of purposive sampling approach employed to furnish the relevance towards this study. Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2022-05 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/68149/1/68149.pdf Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin. (2022) Journal of Tourism, Hospitality and Culinary Arts, 14 (1). pp. 200-216. ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Technological innovations
Market segmentation. Target marketing
Consumer satisfaction
Customer services. Customer relations
Electronic commerce
spellingShingle Technological innovations
Market segmentation. Target marketing
Consumer satisfaction
Customer services. Customer relations
Electronic commerce
Lokman Hakim, Azlinda Hakim
Mohamad Ibrahim, Hairunnisa
Tang, Pauline Pei Lin
Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin
description As self-service options have become more widespread, customers' interactions with service workers and technology have changed. Self-service technologies are increasingly valued by customers for their convenience, consistency, and control. Despite their increasing popularity, Malaysian hotels have yet to fully integrate self-service technologies into their daily operations. Self-service technologies (SSTs) help hotels to improve service standards, and the wide range of technological applications available allows hotels to choose the application that best matches the needs of their guests as well as the hotel's needs. Despite of numerous studies have been conducted in the scope of SST; the focus revolves around hotels in Klang Valley remained under-studied. The purpose of this study is therefore to 1) investigate customer perceptions of hotel self-service technology (SSTs). 2) to identify the elements that influence how selfservice technologies (SSTs) are perceived and used in hotels. Perceived usefulness has a positive link with intention to utilize SSTs, according to the findings. A self-administered questionnaires that focused on variables of ease of use, privacy, autonomy and effectiveness will be part of purposive sampling approach employed to furnish the relevance towards this study.
format Article
author Lokman Hakim, Azlinda Hakim
Mohamad Ibrahim, Hairunnisa
Tang, Pauline Pei Lin
author_facet Lokman Hakim, Azlinda Hakim
Mohamad Ibrahim, Hairunnisa
Tang, Pauline Pei Lin
author_sort Lokman Hakim, Azlinda Hakim
title Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin
title_short Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin
title_full Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin
title_fullStr Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin
title_full_unstemmed Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin
title_sort customer perception on the adoption of self-service technologies in klang valley/ azlinda hakim lokman hakim, hairunnisa mohamad ibrahim and pauline tang pei lin
publisher Faculty of Hotel & Tourism Management, Universiti Teknologi MARA
publishDate 2022
url https://ir.uitm.edu.my/id/eprint/68149/1/68149.pdf
https://ir.uitm.edu.my/id/eprint/68149/
https://www.jthca.org/
_version_ 1748183896902598656
score 13.211869

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