The influence of technology readiness on satisfaction and behavioral intentions toward self-service technologies

被引：157
|
作者：
Lin, Jiun-Sheng Chris
Hsieh, Pei-Ling
机构：
[1] Natl Taiwan Univ Sci & Technol, Dept Business Adm, Taipei 10607, Taiwan
[2] Takming Coll, Dept Insurance & Financial Management, Taipei 11451, Taiwan
来源：
COMPUTERS IN HUMAN BEHAVIOR | 2007年 / 23卷 / 03期
关键词：
technology readiness; self-service technology; satisfaction; behavioral intention;
D O I：
10.1016/j.chb.2005.07.006
中图分类号：
B84 [心理学];
学科分类号：
04 ; 0402 ;
摘要：
Today's competitive world is increasingly characterized by technology-assisted services and transactions. Self-service technologies (SSTs) continue to be a critical component of customer-firm interactions but not all customers like to use SSTs or are ready to use them. In this study, we examine the role of customer's technology readiness (TR) and assess the influence of TR on both satisfaction and behavioral intentions toward SSTs. We first review the relevant literature on technology readiness, satisfaction and behavioral intentions, then explore their relationships, and present our research framework and hypotheses. This model was tested with a sample of 413 consumers. The hypothesized model was statistically significantly supported, indicating that TR does influence customer satisfaction and behavioral intention with SSTs. Implications of the results are then discussed. (c) 2005 Elsevier Ltd. All rights reserved.
引用
收藏
页码：1597 / 1615
页数：19
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