The Impact of Technology Trust and Technology Anxiety on Customer Satisfaction with Self-Service Technologies

被引：0
|
作者：
Wang Aiming [1 ]
Barua, Zapan [1 ,2 ]
Uddin, Md Aftab [1 ,2 ]
机构：
[1] Wuhan Univ Technol, Sch Management, Wuhan 430070, Peoples R China
[2] Univ Chittagong, Fac Business Adm, Chittgong 4331, Bangladesh
来源：
PROCEEDINGS OF THE 13TH INTERNATIONAL CONFERENCE ON INNOVATION AND MANAGEMENT, VOLS I & II | 2016年
关键词：
Technology trust; Technology anxiety; Customer satisfaction; Self-service technologies; QUALITY; MODEL;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Despite the surprising and tremendous role of self-service technologies (SSTs) in services industries, some customers may actually feel reluctant to exploit SSTs due to their anxiety and lack of trust in technology. This research examines the influence of technology trust and technology anxiety on customer satisfaction with SSTs. Hierarchical regression analysis of 135 responses reveals that technology anxiety is one of the major factors thwart customer satisfaction with SSTs. The findings also report that technology trust has also a significant influence on customer satisfaction with SSTs. Important implications for services industries, directions for future research and limitations of the study are also presented.
引用
收藏
页码：258 / 263
页数：6
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