시니어 고객의 호텔·레스토랑 셀프서비스기술 수용 예측: 확장된 UTAUT2 모델 중심으로
Predicting the Acceptance of Self-Service Technology by Seniors in Hotel & Restaurant Industry-Extending UTAUT2 Model-
0
조회
0
다운로드
1
인용
0
참고문헌
키워드
초록
This study investigated the relationships among the core constructs of the UTAUT2 model, performance expectancy, effort expectancy, facilitating conditions, social influence, habit, and behavioral intention by seniors in the hotel and restaurant industry. Additionally, it explored the impact of new internal mechanisms reflecting seniors' characteristics on performance expectancy, effort expectancy, and facilitating conditions, as well as the structural relationships among new mechanisms within the extended aspects of UTAUT2 through the exogenous variable of technology anxiety. The findings are as follows: First, performance expectancy, facilitating conditions, and social influence, which are four characteristics of UTAUT2, significantly influenced behavioral intention, with social influence showing the strongest enhancement of intention. In contrast, effort expectancy and habit did not significantly influence behavioral intention. Second, effort expectancy significantly impacted performance expectancy, and facilitating conditions also had a high influence on effort expectancy. Third, technology anxiety had a negative effect on effort expectancy but did not significantly affect performance expectancy. Finally, the mediating effects of performance expectancy, effort expectancy were not significant in the relationship between technology anxiety and behavioral intention. but, there was significant statistical multiple mediating effects on effort expectancy and performance expectancy in the relationship between technology anxiety and behavioral intention toward SST.
Abstract
This study investigated the relationships among the core constructs of the UTAUT2 model, performance expectancy, effort expectancy, facilitating conditions, social influence, habit, and behavioral intention by seniors in the hotel and restaurant industry. Additionally, it explored the impact of new internal mechanisms reflecting seniors' characteristics on performance expectancy, effort expectancy, and facilitating conditions, as well as the structural relationships among new mechanisms within the extended aspects of UTAUT2 through the exogenous variable of technology anxiety. The findings are as follows: First, performance expectancy, facilitating conditions, and social influence, which are four characteristics of UTAUT2, significantly influenced behavioral intention, with social influence showing the strongest enhancement of intention. In contrast, effort expectancy and habit did not significantly influence behavioral intention. Second, effort expectancy significantly impacted performance expectancy, and facilitating conditions also had a high influence on effort expectancy. Third, technology anxiety had a negative effect on effort expectancy but did not significantly affect performance expectancy. Finally, the mediating effects of performance expectancy, effort expectancy were not significant in the relationship between technology anxiety and behavioral intention. but, there was significant statistical multiple mediating effects on effort expectancy and performance expectancy in the relationship between technology anxiety and behavioral intention toward SST.
참고문헌 (54)
- "식당 앞 키오스크 때문에 ...자동화에 ‘멈칫’, 소외되는 시니어들" (2023)[URL]
- 김효정, "외식업체 키오스크의 지속 이용의도에 대한 연구 : 만족도의 매개효과를 중심으로", 한국콘텐츠학회논문지, 22(4), pp.190~198 (2022)
- 문정호, "스마트 관광시대 도래에 따른 호텔·리조트 고객의 이용태도 연구 – 확장된 통합기술수용모델(UTAUT2)을 중심으로-", 한국외식산업학회지, 18(2), pp.109~120 (2022)
- 문혜영, "확장된 UTAUT 모델에 기반한호텔 기술기반 셀프서비스(TBSS)수용에 관한 고객행동연구", 호텔경영학연구, 30(6), pp.43~58 (2021)[DOI]
- 배병렬, "AMOS24 구조방정식모델링" (2017), 청람
- 엄사랑, "노인의 기술스트레스 예측요인에 관한 연구", 한국지역정보화학회지, 26(2), pp.57~82 (2023)
- 안선영, "UTAUT 모델을 적용한 생활체육참여 액티브 시니어의 스포츠 웨어러블 디바이스수용의도 분석", 한국체육과학회지, 30(1), pp.559~570 (2021)
- 윤도경, "노인의 하지 착용형 로봇에 관한 기술사용불안이 기술수용태도에 미치는 영향 : 고령친화환경의 완충효과", 노인복지연구, 76(3), pp.91~119 (2021)
- 윤수선, "배달 애플리케이션을 이용하는소비자의 지각된 용이성과 유용성이 지각된 가치, 만족도 및 신뢰에 미치는 영향 – 확장된 기술수용모델을 중심으로-", 한국외식산업학회지, 18(3), pp.257~269 (2022)
- 이현주, "미국 50, 60대 장노년층 소비자의 셀프서비스 테크놀로지 사용행동의 결정요인 : 셀프서비스테크놀로지 관련 자기효능감의 매개효과를 중심으로", 소비문화연구, 21(4), pp.1~23 (2018)
- 전현모, "모바일 배달앱 서비스에 대한 소비자 수용-확장된 통합기술수용모형(UTAUT2)을 중심으로-", 한국외식산업학회지, 13(1), pp.67~82 (2017)
- "키오스크 급증.. 장애인, 노인은 가슴만 칩니다" (2023), 주간경향[URL]
- Aranha, M., "Behavioural intention of mobile health adoption : A study of older adults presenting to the emergency department", Smart Health, 31, pp.100435~ (2024)[DOI]
- Baptista, G., "Understanding mobile banking : the unified theory of acceptance and use of technology combined with cultural moderators", Computer Human Behavior, 50, pp.418~430 (2015)
- Dabholkar, P., "Consumer evaluations of new technology-based self-service options : An investigation of alternative models of service quality", International Journal of Research in Marketing, 13(1), pp.29~51 (1996)[DOI]
- Chen, K., "Gerontechnology acceptance by elderly Hong Kong Chinese : a senior technology acceptance model(STAM)", Ergonomics, 57(5), pp.635~652 (2014)
- Chen, K., "Predictors of gerontechnology acceptance by older Hong Kong Chinese", Technovation, 34(2), pp.126~135 (2014)[DOI]
- Collier, J. E., "Self-service delight : Exploring the hedonic aspects of self-service", Journal of Business Research, 68(5), pp.986~993 (2015)
- Davis. F., "Perceived usefulness. perceived ease of use and user acceptance of information technology", MIS quarterly, 13(3), pp.319~340 (1989)
- Ekici, S. K., "Technology usage in older ages", Ege Journal of Medicine, 55(Supplement), pp.26~30 (2016)
- Elimelech, C. O., "Technology use characteristics among older adults during the COVID-19 pandemic : A cross-cultural survey", Technology in Society, 71, pp.102080~ (2022)[DOI]
- Ellis, E. M., "Why taiwanese seniors use technology", Asia Pacific Management Review, 26, pp.149~159 (2021)
- Fernandez, D. M. M., "Using communication and visualization technologies with senior citizens to facilitate cultural access and self-improvement", Computers in Human Behavior, 66, pp.329~344 (2017)
- Fornell, C., "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, 18(1), pp.39~50 (1981)
- Gelbrich, K., "Anxiety, crowding, and time pressure in public self-service technology acceptance", Journal of Service Marketing, 28(1), pp.82~94 (2014)
- Contactless Payment Market Size, Share & Trends Analysis Report By Device, By Solution (Payment Terminal Solution, Security & Fraud Management), By Application, By Region, And Segment Forecasts, 2021-2028, "Global View Research", ~ (2021)
- Hair, J., "Multivariate data analysis: A Global perspective" (2010), Pearson
- Hauk, N., "Ready to be a silver surfer? A meta-analysis on the relationship between chronological age and technology acceptance", Computers in Human Behavior, 84, pp.304~319 (2018)[DOI]
- An Aging World: 2015, "He, W.", U.S. Government Publishing Office, ~, pp.U.S. Census Bureau, International Population Reports,P95 (2016), 16-1
- Heerink, M., "Assessing acceptance of assistive social agent technology by older adults : The almere model", International Journal of Social Robotics, 2(4), pp.361~375 (2010)[DOI]
- Hernandez-Ortega, B., "The role of post-use trust in the acceptance of a technology: Drivers and consequences", Technovation, 31(10-11), pp.523~538 (2011)
- Kurniawan, S., "Older people and mobile phones : A multi-metho investigation", International Journal of Human-Computer Studies, 66(12), pp.889~901 (2008)
- Lin, J. S. C., "The role of technology readiness in customers' perception and adoption of self-service technologies", International Journal of Service Industry Management, 17(5), pp.497~517 (2006)[DOI]
- Liu, C., "Improved or decreased? Customer experience with self-service technology versus human service in hotels in China", Journal of Hospitality Marketing & Management, 31(2), pp.176~204 (2022)[DOI]
- Macedo, M. I., "Predicting the acceptance and use of information and communication technology by older adults : An empirical examination of the revised UTAUT2", Computers in Human Behavior, 75, pp.935~948 (2017)[DOI]
- Macho, S., "Estimating, testing, and comparing specific effects in structural equation models : The phantom model approach", Psychological Methods, 16(1), pp.34~43 (2011)
- Meng, F., "Trust and elderly users’ continuance intention regarding mobile health services : the contingent role of health and technology anxieties", Information Technology & People, 35(1), pp.259~280 (2022)
- Meuter, M. L., "Self-service technologies : Understanding customer satisfaction with technology-based service encounters", Journal of Marketing, 64(3), pp.50~64 (2000)[DOI]
- Meuter, M. L., "The influence of technology anxiety on consumer use and experiences with self-service technologies", Journal of Business Research, 56, pp.899~906 (2003)
- Meuter, M. L., "Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies", Journal of Marketing, 69, pp.61~83 (2005)
- Morosan, C., "It’s about time : revisiting UTAUT2 to examine consumers’ intentions to use NFC mobile payments in hotels", International Journal of Hospitality Management, 53, pp.17~29 (2016)[DOI]
- Nimrod, G., "Technostress in a hostile world : Older internet users before and during the COVID-19 pandemic", Aging & Mental Health, 26(3), pp.526~533 (2022)
- Phang, C. W., "Senior citizens’acceptance of information systems: A study in the context of e-government services", IEEE Transactions on Engineering Management, 53(4), pp.555~569 (2006)
- Parasuraman, A., "Techno: Ready Marketing, How and Why Your Customers Adopt Technology" (2001), Free Press
- Saracchini, R., "Tecnolog’a asistencial movil, conrealidad aumentada, para las personas mayores", a mobile augmented reality assistive technology for the elderly, 2015, pp.45, 65~74
- Tamilmani, K., "The extended Unified Theory of Acceptance and Use of Technology(UTAUT2) : A systematic literature review and theory evaluation", International Journal of Information Management, 57, pp.102269~ (2021)
- Talukdera, S., "Predicting antecedents of wearable healthcare technology acceptance by elderly : A combined SEM-Neural Network approach", Technological Forecasting & Social Change, 150, pp.119793~ (2020)
- Troncone, A., "Advanced assistive technologies for elderly people : A psychological perspective on seniors’ needs and preferences(part A)", Acta Polytechnica Hungarica, 17(2), pp.163~189 (2020)
- "World Population Ageing 2019" (2019)[URL]
- Venkatesh, V., "User acceptance of information technology. Toward a unified view", MIS Quarterly, 27(3), pp.425~478 (2003)
- Venkatesh, V., "Consumer acceptance and use of information technology : extending the unified theory of acceptance and use of technology", MIS Quarterly, 36(1), pp.157~178 (2012)
- Venkatesh, V., "Unified theory of acceptance and use of technology : A synthesis and the road ahead", Journal of the Association for Information Systems, 17(5), pp.328~376 (2016)
- Weber, R., "Evaluating and developing theories in the information systems discipline", Journal of the Association for Information Systems, 13(1), pp.1~30 (2012)
- Yang, A. S., "Exploring Adoption difficulties in mobile banking services", Canadian Journal of Administrative Sciences, 26(2), pp.136~149 (2009)[DOI]