Analysis of Users Post Adoption Satisfaction on Performance of Self Service Technologies: The Case of National Institute of Transport
[1]
Maureen S. Kabugumila, Business and Entrepreneurship Department, National Institute of Transport, Dar es Salaam, Tanzania.
[2]
Francis Muya, Business and Entrepreneurship Department, National Institute of Transport, Dar es Salaam, Tanzania.
Self service technologies are service technologies that assist customers to access, produce and deliver services with little or no help from service providers. The main objective of this is paper was to understand the satisfaction level of customers and user performance rating of SST by identifying motives behind customers adopting using Self service technologies.. Using pre-defined predictors that were designed with the help of various reviews of literature and were subjected to respondents in the form of questionnaires. The respondents were randomly selected and questionnaires were sent to 100 respondents, forty seven respondents returned their questionnaire filled. The result for Spearman’s Rank Correlation was used to test correlation between the SST performance determinants and the level of satisfaction which indicated there was positive correlation between the two. In case of the regression analysis which was testing the casual effect relationship between the determinants of service performance and customers satisfaction on Self Service performance the results showed the level of significance of t>.05 between them.
Self Service Technologies, SST Adoption, SST Performance and Satisfaction
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