Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin

Lokman Hakim, Azlinda Hakim and Mohamad Ibrahim, Hairunnisa and Tang, Pauline Pei Lin (2022) Customer perception on the adoption of self-service technologies in Klang Valley/ Azlinda Hakim Lokman Hakim, Hairunnisa Mohamad Ibrahim and Pauline Tang Pei Lin. Journal of Tourism, Hospitality and Culinary Arts, 14 (1). pp. 200-216. ISSN 1985-8914 ; 2590-3837

Official URL: https://www.jthca.org/

Abstract

As self-service options have become more widespread, customers' interactions with service workers and technology have changed. Self-service technologies are increasingly valued by customers for their convenience, consistency, and control. Despite their increasing popularity, Malaysian hotels have yet to fully integrate self-service technologies into their daily operations. Self-service technologies (SSTs) help hotels to improve service standards, and the wide range of technological applications available allows hotels to choose the application that best matches the needs of their guests as well as the hotel's needs. Despite of numerous studies have been conducted in the scope of SST; the focus revolves around hotels in Klang Valley remained under-studied. The purpose of this study is therefore to 1) investigate customer perceptions of hotel self-service technology (SSTs). 2) to identify the elements that influence how selfservice technologies (SSTs) are perceived and used in hotels. Perceived usefulness has a positive link with intention to utilize SSTs, according to the findings. A self-administered questionnaires that focused on variables of ease of use, privacy, autonomy and effectiveness will be part of purposive sampling approach employed to furnish the relevance towards this study.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Lokman Hakim, Azlinda Hakim
azlindahakim.lokmanhakim@taylors.edu.my
Mohamad Ibrahim, Hairunnisa
UNSPECIFIED
Tang, Pauline Pei Lin
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Technological innovations
H Social Sciences > HF Commerce > Marketing > Market segmentation. Target marketing
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > HF Commerce > Electronic commerce
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality and Culinary Arts
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 ; 2590-3837
Volume: 14
Number: 1
Page Range: pp. 200-216
Keywords: Self-service technologies (SSTs), perception, intention
Date: May 2022
URI: https://ir.uitm.edu.my/id/eprint/68149
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