INTENTION TO USE SELF-SERVICE TECHNOLOGIES: TECHNOLOGY ANXIETY AND A MEDIATING ROLE OF EXPECTED SERVICE QUALITY

摘要

Understanding customer intentions to use self-service technologies (SSTs) plays a significant role in the likelihood of use of such technologies, and thus promotes the possibility that organizations will achieve their goal. The purpose of this study is to examine the influence of a need for interaction with service employees upon technology anxiety (TA) and expected service quality. Additionally, we will examine the influence of TA on expected service quality of SSTs and intention to use SSTs. Expected service quality of SSTs is anticipated to mediate the relationship between TA and intention to use SSTs.