Norashikin, Jalani and Azizan, Azit and Wan Khairul Anuar, Wan Abd Manan and Mazita, Mokhtar (2023) The Influence of Self-Service Experiences on Customer Satisfaction. International Journal of Industrial Management (IJIM), 17 (4). pp. 186-194. ISSN 2289-9286 (Print); 0127-564x (Online). (Published)
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Abstract
Successful companies consistently provide higher levels of satisfaction to their customers. This study is to determine the impact of self-service experiences on customer satisfaction. For the purpose of the study, 120 McDonald's customers were selected for a survey. The results showed that being technologically ready positively and substantially affects customer satisfaction through the medium of Customer Trust. Self-service can be more efficient and successful, and customers can be more satisfied if the necessary technology is in place. Self-service experience quality and client satisfaction are impacted by trust and perceived value. This research contributes to understanding what it takes to keep repeat customers happy and returning for more business.
| Item Type: | Article |
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| Uncontrolled Keywords: | Customer trust; Customer satisfaction; Quality of self-service; Technology readiness; Perceived value; Self-service quality |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Faculty/Division: | Faculty of Industrial Management Institute of Postgraduate Studies |
| Depositing User: | Miss Amelia Binti Hasan |
| Date Deposited: | 13 Dec 2023 07:41 |
| Last Modified: | 13 Dec 2023 07:41 |
| URI: | http://umpir.ump.edu.my/id/eprint/39642 |
| Download Statistic: | View Download Statistics |
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