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Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST)

As the world moves towards a technological era, various innovations have been introduced across different industries in order to meet customers’ expectations and enhance service quality. Self-service Technology (SST) is one innovation that can be commonly found across industries and has gained high...

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Main Authors: Chow, Mei Min, Yeow, Jian Ai, See, Chun Kent
Format: Article
Language:English
Published: UUM Press 2022
Subjects:
T Technology (General)
Online Access:https://repo.uum.edu.my/id/eprint/29985/1/JBMA%2012%2001%202022%2081-96.pdf
https://doi.org/10.32890/jbma2022.12.1.4
https://repo.uum.edu.my/id/eprint/29985/
https://e-journal.uum.edu.my/index.php/jbma/article/view/14722
https://doi.org/10.32890/jbma2022.12.1.4
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spelling my.uum.repo.299852023-11-28T08:36:36Z https://repo.uum.edu.my/id/eprint/29985/ Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST) Chow, Mei Min Yeow, Jian Ai See, Chun Kent T Technology (General) As the world moves towards a technological era, various innovations have been introduced across different industries in order to meet customers’ expectations and enhance service quality. Self-service Technology (SST) is one innovation that can be commonly found across industries and has gained high popularity among users. The main objective of this study is to examine the factors that affect customer intention in using SST, specifically among Generation Z. It examines the relationship between the independent variables of perceived ease of use, perceived usefulness, need of interaction, and technology anxiety and the dependent variable of customer intention in using SST. A questionnaire survey adopted in this study secured the required information from 152 target respondents. Analyses of responses explained 65.5% variances in customer intention of using SST. The research findings established through data analysed with SPSS version 27 application, suggest that perceived ease of use and perceived usefulness have positive significant relationships towards customer intention of using SST, but no significant relationship was found on need of interaction and technology anxiety in customer intention of using SST. Therefore, in order to encourage and attract potential and future users to utilise the service of SST, the system and function of SST need to be upgraded consistently to ensure it brings benefits and usefulness to users. Besides, a company can also educate users on ways to operate the SST in order to enhance the level of ease of use, and to increase the awareness of the usefulness of SST among users. The limitations and recommendations of future study are discussed at the end of the paper. UUM Press 2022 Article PeerReviewed application/pdf en cc4_by https://repo.uum.edu.my/id/eprint/29985/1/JBMA%2012%2001%202022%2081-96.pdf Chow, Mei Min and Yeow, Jian Ai and See, Chun Kent (2022) Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST). Journal of Business Management and Accounting (JBMA), 12 (1). pp. 81-96. ISSN 2231-9298 (e2636-9249) https://e-journal.uum.edu.my/index.php/jbma/article/view/14722 https://doi.org/10.32890/jbma2022.12.1.4 https://doi.org/10.32890/jbma2022.12.1.4
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic T Technology (General)
spellingShingle T Technology (General)
Chow, Mei Min
Yeow, Jian Ai
See, Chun Kent
Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST)
description As the world moves towards a technological era, various innovations have been introduced across different industries in order to meet customers’ expectations and enhance service quality. Self-service Technology (SST) is one innovation that can be commonly found across industries and has gained high popularity among users. The main objective of this study is to examine the factors that affect customer intention in using SST, specifically among Generation Z. It examines the relationship between the independent variables of perceived ease of use, perceived usefulness, need of interaction, and technology anxiety and the dependent variable of customer intention in using SST. A questionnaire survey adopted in this study secured the required information from 152 target respondents. Analyses of responses explained 65.5% variances in customer intention of using SST. The research findings established through data analysed with SPSS version 27 application, suggest that perceived ease of use and perceived usefulness have positive significant relationships towards customer intention of using SST, but no significant relationship was found on need of interaction and technology anxiety in customer intention of using SST. Therefore, in order to encourage and attract potential and future users to utilise the service of SST, the system and function of SST need to be upgraded consistently to ensure it brings benefits and usefulness to users. Besides, a company can also educate users on ways to operate the SST in order to enhance the level of ease of use, and to increase the awareness of the usefulness of SST among users. The limitations and recommendations of future study are discussed at the end of the paper.
format Article
author Chow, Mei Min
Yeow, Jian Ai
See, Chun Kent
author_facet Chow, Mei Min
Yeow, Jian Ai
See, Chun Kent
author_sort Chow, Mei Min
title Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST)
title_short Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST)
title_full Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST)
title_fullStr Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST)
title_full_unstemmed Factors Affecting Generation Z’s Intention to Use Self-Service Technology (SST)
title_sort factors affecting generation z’s intention to use self-service technology (sst)
publisher UUM Press
publishDate 2022
url https://repo.uum.edu.my/id/eprint/29985/1/JBMA%2012%2001%202022%2081-96.pdf
https://doi.org/10.32890/jbma2022.12.1.4
https://repo.uum.edu.my/id/eprint/29985/
https://e-journal.uum.edu.my/index.php/jbma/article/view/14722
https://doi.org/10.32890/jbma2022.12.1.4
_version_ 1783881389645496320
score 13.211869

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