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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.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Exploration of User Satisfaction with Retail Self-Service Technologies./
作者:	James, Karen Kristine.
面頁冊數:	111 p.
附註:	Source: Masters Abstracts International, Volume: 52-06.
Contained By:	Masters Abstracts International52-06(E).
標題:	Design and Decorative Arts. -
電子資源:	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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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.
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