The development of dynamic self-service technologymodel by the application of system dynamics

• Main Authors: Min-Shan Tseng, 曾旻珊
• Other Authors: Lee, Wan-I
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/2758n6

碩士 === 國立高雄第一科技大學 === 行銷與流通管理所 === 96 === In-store interactive kiosks using Internet technology represent a channel within a channel in many retails and service settings. They offer wide-ranging informational, transactional and promotional benefits, as well as contributing to customer relationship management. Widespread adoption by customers is, however, required to realize their full potential. Drawing upon the technology acceptance model, two empirical studies are reported, one using the Structural Equation Modeling, the other the System Dynamics. Thus, a model was able to predict the cross section and the longitudinal section of intention of use and actual use. The study applies some importance variables of influencing intention of use, which are service quality, customer value, and customer satisfaction. Drawing on relevant theory, this study includes three dimensions-easy of use, performance, and fun-as antecedents in the structural model. This study investigates the moderating effects of consumer Technology Readiness Index (TRI) on the relationship within a core attitudinal model of technology- based self-service. The examination results indicate the moderating effect of the consumer’s TRI will increase and decrease between their and attitude in using kiosk. The view that our research applied the system dynamics, analyze the dynamic modes of SSTs. Its simulation time for 36 months and the result indicated that contact to new science and technology several years, the attitude, behavior intention and actual usage to go deep rise and fall. It’s reason that ibon entered the new market and the consumers were still in the exploring stage. After it, three parameters obviously tend towards stability. Namely show the market have being ripe with time, consumers have already transform the facilitate tools which has been used to ibon in their life.