확장된 통합기술수용모형(UTAUT2)을 중심으로 한호텔 고객의 셀프서비스기술(SST) 이용의도
Hotel Customer’s Intention to Use Self Service Technology(SST) : Focused on UTAUT2
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초록
This study investigated the user intention of self service technology(SST) in hotel, which was focused on UTAUT2. With the development and the increasing of interest in a new hotel service, hotel is trying to provide SST for customers. SST in hotel provides rapid and standard services to customers, and it can be saved employee-related labor cost. Indeed, it provides speed, convenience, consistency and control to users. Despite the advantages of SST, it has not been investigated the user intention in hotel customers yet. This study reviewed the past and recent UTAUT2 issues of terminology and applied to hotel industry with self innovativeness. UTAUT2 is a powerful prediction framework, it can effectively explain and analyze user’s technology acceptance behaviors for new information technology products. 227 valid responses were used for this analysis by utilizing the statistical package programs SPSS 21. 0 and AMOS 21.0. The findings of this research summarized as follows. First, self innovativeness impacted on performance expectancy, effort expectancy, social influence and facilitating condition of UTAUT2 positively. Second, social influence, hedonic motivation and habit of UTAUT2 impacted on the use intention positively. Third, performance expectancy, effort expectancy and facilitating condition of UTAUT2 did not impact on the use of intention for hotel customers. UTAUT2 is focused on individual perspectives in technology adoptions, so managers in hotels utilize this enhanced model for hotel customers for user intention to provide more insights and better service.
Abstract
This study investigated the user intention of self service technology(SST) in hotel, which was focused on UTAUT2. With the development and the increasing of interest in a new hotel service, hotel is trying to provide SST for customers. SST in hotel provides rapid and standard services to customers, and it can be saved employee-related labor cost. Indeed, it provides speed, convenience, consistency and control to users. Despite the advantages of SST, it has not been investigated the user intention in hotel customers yet. This study reviewed the past and recent UTAUT2 issues of terminology and applied to hotel industry with self innovativeness. UTAUT2 is a powerful prediction framework, it can effectively explain and analyze user’s technology acceptance behaviors for new information technology products. 227 valid responses were used for this analysis by utilizing the statistical package programs SPSS 21. 0 and AMOS 21.0. The findings of this research summarized as follows. First, self innovativeness impacted on performance expectancy, effort expectancy, social influence and facilitating condition of UTAUT2 positively. Second, social influence, hedonic motivation and habit of UTAUT2 impacted on the use intention positively. Third, performance expectancy, effort expectancy and facilitating condition of UTAUT2 did not impact on the use of intention for hotel customers. UTAUT2 is focused on individual perspectives in technology adoptions, so managers in hotels utilize this enhanced model for hotel customers for user intention to provide more insights and better service.
참고문헌 (28)
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