Journal of Tourism & Hospitality
Open Access
ISSN: 2167-0269
ISSN: 2167-0269
Chanmi Hong
Tanzania
Research Article
Determinants of Customer Satisfaction and Willingness to Use Self-Service Kiosks in the Hotel Industry
Author(s): Chanmi Hong and Lisa SlevitchChanmi Hong and Lisa Slevitch
As various industry adopted self-service kiosk (SSK) technology, the hospitality industry has implemented SSK in service procedure. However, what drives CS with SSKs has not been fully examined because the system is still new in the hotel industry. The purpose of this study was to identify how self-service kiosk (SSK) attributes like ease of use, speed of delivery, and monetary promotion affect customer satisfaction (CS) in hotel setting. The study also explored the association between CS and willingness to use an SSK in the future. The results of this study showed that ease of use and speed of delivery had a positive association with CS, but showed no significant relationship between monetary promotion and CS. In addition, CS was positively associated with the willingness to use SSKs in the future. The study contributes new knowledge about what drives CS with SSKs and, additionally, con.. View More»
DOI:
10.4172/2167-0269.1000379