Abstract
Self-service technologies (SSTs) have drawn the attention of academia and practitioners in recent years. Most of the reported literature had been focusing on the theoretical foundations of SSTs adoption and hence the associated benefits. In contrast, this paper sets out to discuss the benefits of using SSTs from customer point of view in terms of their loyalty. A face-to-face street intercept survey was conducted. Although customer satisfaction with SSTs and the design of web-sites are contributing factors to gain loyalty, the strength of their relationship is weak based on the result of this study. Details are disclosed in the paper.
Original language | English |
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Title of host publication | SCMIS 2010 - Proceedings of 2010 8th International Conference on Supply Chain Management and Information Systems |
Subtitle of host publication | Logistics Systems and Engineering |
Publication status | Published - 1 Dec 2010 |
Event | 2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010 - Hong Kong, Hong Kong Duration: 6 Oct 2010 → 8 Oct 2010 |
Conference
Conference | 2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010 |
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Country | Hong Kong |
City | Hong Kong |
Period | 6/10/10 → 8/10/10 |
Keywords
- Customer loyalty
- Customer satisfaction
- Low-cost airlines
- Self-service technologies
- Survey
ASJC Scopus subject areas
- Management Information Systems
- Information Systems
- Information Systems and Management