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Exploration of User Satisfaction wit...

James, Karen Kristine.

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Exploration of User Satisfaction with Retail Self-Service Technologies.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Exploration of User Satisfaction with Retail Self-Service Technologies./
Author:	James, Karen Kristine.
Description:	111 p.
Notes:	Source: Masters Abstracts International, Volume: 52-06.
Contained By:	Masters Abstracts International52-06(E).
Subject:	Design and Decorative Arts. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1555853
ISBN:	9781303892011

Exploration of User Satisfaction with Retail Self-Service Technologies.
James, Karen Kristine.

Exploration of User Satisfaction with Retail Self-Service Technologies. - 111 p.

Source: Masters Abstracts International, Volume: 52-06.

Thesis (M.A.)--University of Minnesota, 2014.

This study examines how various features of a self-service kiosk (SSK) affected consumer satisfaction with the kiosk. Data gathered via an online survey of 84 adults provided insight into what features of retail SSK affected consumer's satisfaction with the kiosk. The Stimulus-Organism-Response (S-O-R) model (Meherabian and Russell, 1974) was used as a framework to analyze the data. Multiple regression was performed to determine the predictive value of the kiosk features effect on consumer's emotional state (pleasure, arousal, dominance) and consumer's satisfaction with the kiosk. Navigation, the kiosk enclosure, ease of use, and usability was shown to have an effect on satisfaction. Pleasure was tested via the Sobel test to determine its mediating value between usability and satisfaction, and was shown to be a positive mediating variable. Implications of this study suggest retailers should focus their efforts on ease of use and software navigation of SSKs.

ISBN: 9781303892011Subjects--Topical Terms:

1024640
Design and Decorative Arts.

Exploration of User Satisfaction with Retail Self-Service Technologies.
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020 $a 9781303892011
035 $a (MiAaPQ)AAI1555853
035 $a AAI1555853
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100 1 $a James, Karen Kristine. $3 2101901
245 1 0 $a Exploration of User Satisfaction with Retail Self-Service Technologies.
300 $a 111 p.
500 $a Source: Masters Abstracts International, Volume: 52-06.
502 $a Thesis (M.A.)--University of Minnesota, 2014.
520 $a This study examines how various features of a self-service kiosk (SSK) affected consumer satisfaction with the kiosk. Data gathered via an online survey of 84 adults provided insight into what features of retail SSK affected consumer's satisfaction with the kiosk. The Stimulus-Organism-Response (S-O-R) model (Meherabian and Russell, 1974) was used as a framework to analyze the data. Multiple regression was performed to determine the predictive value of the kiosk features effect on consumer's emotional state (pleasure, arousal, dominance) and consumer's satisfaction with the kiosk. Navigation, the kiosk enclosure, ease of use, and usability was shown to have an effect on satisfaction. Pleasure was tested via the Sobel test to determine its mediating value between usability and satisfaction, and was shown to be a positive mediating variable. Implications of this study suggest retailers should focus their efforts on ease of use and software navigation of SSKs.
520 $a Keywords: S-O-R, Self-service technology, retail, kiosk.
590 $a School code: 0130.
650 4 $a Design and Decorative Arts. $3 1024640
650 4 $a Business Administration, Marketing. $3 1017573
690 $a 0389
690 $a 0338
710 2 $a University of Minnesota. $b Design, Housing and Apparel. $3 1035411
773 0 $t Masters Abstracts International $g 52-06(E).
790 $a 0130
791 $a M.A.
792 $a 2014
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1555853