Research Article
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Self-Servis Teknolojilerinin Marka Deneyimine ve Müşteri Memnuniyetine Etkileri

Year 2019, Issue: 31, 277 - 296, 28.12.2019

Sena Kılıç , Elif Karaosmanoğlu

https://doi.org/10.16878/gsuilet.647326
Cited By: 2

Abstract

Müşteri ile hizmet sağlayıcı arasındaki etkileşimi ve iletişimi
değiştiren self-servis teknolojileri, farklı endüstrilerde yaygın olarak
kullanılmaktadır. Bu çalışmanın amacı, self-servis teknolojisi özelliklerinin
marka deneyimi ve müşteri memnuniyeti üzerindeki etkilerini incelemektir. Bağlam
olarak havalimanlarındaki self-servis teknolojileri seçilmiş ve Sabiha Gökçen
havalimanından yolculuk eden ve self-servis teknolojilerini kullanan 210
yolcuya kolayda örneklem yöntemiyle yüzyüze anket uygulanmıştır. İşlevsellik,
eğlenme, güven, tasarım, güvenlik, kolaylık ve kişiselleştirme özelliklerinin marka
deneyimi ve müşteri memnuniyeti üzerinde etkili olduğu belirlenmiştir.

Keywords

self-servis teknolojileri marka deneyimi müşteri memnuniyeti

References

  • Abdelaziz, S. G., Hegazy, A. A., & Elabbassy, A. (2010). Study of airport self-service technology within experimental research of check-in techniques case Study and concept. International Journal of Computer Science Issues (IJCSI), 7(3), 30.
  • Akman, I., & Mishra, A. (2010). Gender, age and income differences in internet usage among employees in organizations. Computers in Human Behavior, 26(3), 482-490.
  • Alcock, T., & Millard, N. (2006). Self-service—but is it good to talk?. BT Technology Journal, 24(1), 70-78.
  • Algesheimer, R., Dholakia, U. M., & Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of marketing, 69(3), 19-34.
  • Alhathal, F. T., Sharma, P., & Kingshott, R. P. (2019). Moderating effects of service separation on customer relationships with service firms: A social-exchange perspective. Journal of Service Theory and Practice, 29(1), 71-92.
  • Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66.
  • Appelt, S., Batta, R., Lin, L., & Drury, C. (2007, December). Simulation of passenger check-in at a medium-sized US airport. In 2007 Winter Simulation Conference (pp. 1252-1260). IEEE.
  • Başer, İ. U. (2011). Tüketicilerin marka deneyimi algısının marka güveni, tatmini, sadakati üzerindeki etkisi ve bir araştırma. Yayınlanmamış Doktora Tezi. Marmara Üniversitesi Sosyal Bilimler Enstitüsü.
  • Beatson, A., Coote, L. V., & Rudd, J. M. (2006). Determining consumer satisfaction and commitment through self-service technology and personal service usage. Journal of Marketing Management, 22(7-8), 853-882.
  • Bitner, M. J., Ostrom, A. L., & Meuter, M. L. (2002). Implementing successful self-service technologies. Academy of management perspectives, 16(4), 96-108.
  • Blanchard, R. F., & Galloway, R. L. (1994). Quality in retail banking. International Journal of Service Industry Management, 5(4), 5-23.
  • Bogicevic, V., Bujisic, M., Bilgihan, A., Yang, W., & Cobanoglu, C. (2017). The impact of traveler-focused airport technology on traveler satisfaction. Technological Forecasting and Social Change, 123, 351-361.
  • Broderick, A. J., & Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of customer role. Marketing Intelligence & Planning, 20(6), 327-335.
  • Bruno, G., Diglio, A., Genovese, A., & Piccolo, C. (2019). A decision support system to improve performances of airport check-in services. Soft Computing, 23(9), 2877-2886.
  • Castillo-Manzano, J. I., & López-Valpuesta, L. (2010). The decline of the traditional travel agent model. Transportation Research Part E: Logistics and Transportation Review, 46(5), 639-649.
  • Castro, D., Atkinson, R. D., & Ezell, S. J. (2010). Embracing the self-service economy. Available at SSRN 1590982.
  • Chang, R. D., Fang, C. J., & Tseng, Y. C. (2012). The effects of WebTrust assurance on consumers' web purchase decisions: An experiment. Online Information Review, 36(2), 218-240.
  • Çolak, A. Ş. (2019). Marka Deneyimi Algılanan Risk ve Satın Alma Niyeti Üzerine Bir Uygulama (Master's thesis, Sosyal Bilimler Enstitüsü).
  • Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Journal of the Academy of Marketing Science, 38(4), 490-509.
  • Considine, E., & Cormican, K. (2017). The rise of the prosumer: An analysis of self-service technology adoption in a corporate context. SciKA-Association for Promotion and Dissemination of Scientific Knowledge, 5(2), 25-39.
  • Dabholkar, P. A. (1996). 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), 29-51.
  • Demoulin, N. T., & Djelassi, S. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, 44(5), 540-559.
  • Drennen, H. (2011). Self service technology in airports and the customer experience.
  • Dumortier, J., & Goemans, C. (2001). Electronic business and data privacy: the role of standardisation. Journal of Database Marketing & Customer Strategy Management, 8(3), 212-216.
  • Durrande-Moreau, A., & Usunier, J. C. (1999). Time styles and the waiting experience: an exploratory study. Journal of Service Research, 2(2), 173-186.
  • Feng, W., Tu, R., Lu, T., & Zhou, Z. (2019). Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance. Behaviour & Information Technology, 38(8), 820-832.
  • Fitzsimmons, J.A. (2003). Is self-service the future of services? Managing Service Quality, 13(6), 443-444.
  • Giannakos, M. N., Pateli, A. G., & Pappas, I. O. (2011). Identifying the direct effect of experience and the moderating effect of satisfaction in the greek online market. International Journal of E-Services and Mobile Applications (IJESMA), 3(2), 39-58.
  • Hoffman, D. L., Novak, T. P., & Schlosser, A. E. (2003). Locus of control, web use, and consumer attitudes toward internet regulation. Journal of Public Policy & Marketing, 22(1), 41-57.
  • Hong, J. W., Oh, J. H., & Lee, H. K. (2019). Smart Airport and Next Generation Security Screening Technology. Electronics and Telecommunications Trends, 34(2), 73-82.
  • Hsieh, C. T. (2005). Implementing self-service technology to gain competitive advantages. Communications of the IIMA, 5(1), 9.
  • Huaman-Ramirez, R., & Merunka, D. (2019). Brand experience effects on brand attachment: the role of brand trust, age, and income. European Business Review.
  • Hwang, Y., & Kim, D. J. (2007). Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. Decision support systems, 43(3), 746-760.
  • Iacobucci, D., Ostrom, A., & Grayson, K. (1995). Distinguishing service quality and customer satisfaction: the voice of the consumer. Journal of consumer psychology, 4(3), 277-303.
  • Iberahim, H., Mohd Taufik, N. K., Mohd Adzmir, A. S., & Saharuddin, H. (2016). Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services. Procedia Economics and Finance, 37, 13–20.
  • International Air Transport Association (IATA). (2018). IATA Annual Review 2018. Retrieved from https://www.iata.org/publications/Documents/iata-annual-review-2018.pdf
  • Jo Bitner, M. (2001). Service and technology: opportunities and paradoxes. Managing Service Quality: An International Journal, 11(6), 375-379.
  • Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and adaptive performance expectations in a customer satisfaction framework. Journal of consumer research, 21(4), 695-707.
  • Ju Rebecca Yen, H., & Gwinner, K. P. (2003). Internet retail customer loyalty: the mediating role of relational benefits. International Journal of Service Industry Management, 14(5), 483-500.
  • Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
  • Kotler, P., & Keller, K. L. (2012). Marketing Management 14th edition. New Jersey (US).
  • Lee, H. H., & Chang, E. (2011). Consumer attitudes toward online mass customization: An application of extended technology acceptance model. Journal of Computer-Mediated Communication, 16(2), 171-200.
  • Lee, H. J., Fairhurst, A. E., & Lee, M. Y. (2009). The importance of self-service kiosks in developing consumers' retail patronage intentions. Managing Service Quality: An International Journal, 19(6), 687-701.
  • Lee, J., & Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. Journal of Services marketing, 16(6), 553-572.
  • Lien, C. H., Hsu, M. K., Shang, J. Z., & Wang, S. W. (2019). Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan. The Service Industries Journal, 1-25.
  • Lin, C. W., Tan, W. P., Lee, S. S., Tseng, S. I., Lin, Y. S., & Hsu, W. H. (2017, November). The influence of experience satisfaction and sports attitude on somatosensory experience of information technology products: A case study of Wii sports. In 2017 IEEE 8th International Conference on Awareness Science and Technology (iCAST) (pp. 60-63). IEEE.
  • Lin, J. S. C., & Hsieh, P. L. (2011). Assessing the self-service technology encounters: development and validation of SSTQUAL scale. Journal of retailing, 87(2), 194-206.
  • Lu, J. L., Choi, J. K., & Tseng, W. C. (2011). Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers. Journal of Air Transport Management, 17(4), 249-252.
  • Mathwick, C., Wagner, J., & Unni, R. (2010). Computer-mediated customization tendency (CMCT) and the adaptive e-service experience. Journal of Retailing, 86(1), 11-21.
  • Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899-906.
  • Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.
  • Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard business review, 85(2), 116.
  • Morrell, P. S. (1998). Airline sales and distribution channels: the impact of new technology. Tourism Economics, 4(1), 5-19.
  • Nunnally, J. C. (1978). Psychometric theory (2nd edit.) Mcgraw-Hill. Hillsdale, NJ, 416.
  • Oliva, R., & Sterman, J. D. (2001). Cutting corners and working overtime: Quality erosion in the service industry. Management Science, 47(7), 894-914.
  • Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.
  • Oyedele, A., & Simpson, P. M. (2007). An empirical investigation of consumer control factors on intention to use selected self-service technologies. International Journal of Service Industry Management, 18(3), 287-306.
  • Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. Journal of service research, 2(4), 307-320.
  • Paul, T. J., & Jacob, J. (2019). Self-service technology (web interface): Bagozzi's self-regulation processes framework to measure Indian customer loyalty. International Journal of Services and Operations Management, 32(2), 224-248.
  • Popovic, V., Kraal, B., & Kirk, P. J. (2010). Towards airport passenger experience models. In Proceedings of 7th international conference on design & emotion.
  • Rayburn, S. W. (2015). Consumers' captive service experiences: it's YOU and ME. The Service Industries Journal, 35(15-16), 806-825.
  • Scherer, A., Wünderlich, N. V., & Von Wangenheim, F. (2015). The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS quarterly, 39(1).
  • Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Management, 5(1), 1.
  • SITA. (2017). Air Transport Industry The passenger IT Trends survey. Sita.
  • SITA. (2019). Retrieved from https://www.sita.aero/about-us
  • Taillon, B. J., & Huhmann, B. A. (2019). Strategic consequences of self-service technology evaluations. Journal of Strategic Marketing, 27(3), 268-279.
  • Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
  • Venkatesh, V. (2000). Determinants of perceived ease of use: Integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information systems research, 11(4), 342-365.
  • Wech, B. A., Norman Kennedy, K., & Deeter-Schmelz, D. R. (2009). A multi-level analysis of customer contact teams. Journal of Services Marketing, 23(6), 436-448.
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Year 2019, Issue: 31, 277 - 296, 28.12.2019

Sena Kılıç , Elif Karaosmanoğlu

https://doi.org/10.16878/gsuilet.647326
Cited By: 2

Abstract

References

  • Abdelaziz, S. G., Hegazy, A. A., & Elabbassy, A. (2010). Study of airport self-service technology within experimental research of check-in techniques case Study and concept. International Journal of Computer Science Issues (IJCSI), 7(3), 30.
  • Akman, I., & Mishra, A. (2010). Gender, age and income differences in internet usage among employees in organizations. Computers in Human Behavior, 26(3), 482-490.
  • Alcock, T., & Millard, N. (2006). Self-service—but is it good to talk?. BT Technology Journal, 24(1), 70-78.
  • Algesheimer, R., Dholakia, U. M., & Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of marketing, 69(3), 19-34.
  • Alhathal, F. T., Sharma, P., & Kingshott, R. P. (2019). Moderating effects of service separation on customer relationships with service firms: A social-exchange perspective. Journal of Service Theory and Practice, 29(1), 71-92.
  • Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66.
  • Appelt, S., Batta, R., Lin, L., & Drury, C. (2007, December). Simulation of passenger check-in at a medium-sized US airport. In 2007 Winter Simulation Conference (pp. 1252-1260). IEEE.
  • Başer, İ. U. (2011). Tüketicilerin marka deneyimi algısının marka güveni, tatmini, sadakati üzerindeki etkisi ve bir araştırma. Yayınlanmamış Doktora Tezi. Marmara Üniversitesi Sosyal Bilimler Enstitüsü.
  • Beatson, A., Coote, L. V., & Rudd, J. M. (2006). Determining consumer satisfaction and commitment through self-service technology and personal service usage. Journal of Marketing Management, 22(7-8), 853-882.
  • Bitner, M. J., Ostrom, A. L., & Meuter, M. L. (2002). Implementing successful self-service technologies. Academy of management perspectives, 16(4), 96-108.
  • Blanchard, R. F., & Galloway, R. L. (1994). Quality in retail banking. International Journal of Service Industry Management, 5(4), 5-23.
  • Bogicevic, V., Bujisic, M., Bilgihan, A., Yang, W., & Cobanoglu, C. (2017). The impact of traveler-focused airport technology on traveler satisfaction. Technological Forecasting and Social Change, 123, 351-361.
  • Broderick, A. J., & Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of customer role. Marketing Intelligence & Planning, 20(6), 327-335.
  • Bruno, G., Diglio, A., Genovese, A., & Piccolo, C. (2019). A decision support system to improve performances of airport check-in services. Soft Computing, 23(9), 2877-2886.
  • Castillo-Manzano, J. I., & López-Valpuesta, L. (2010). The decline of the traditional travel agent model. Transportation Research Part E: Logistics and Transportation Review, 46(5), 639-649.
  • Castro, D., Atkinson, R. D., & Ezell, S. J. (2010). Embracing the self-service economy. Available at SSRN 1590982.
  • Chang, R. D., Fang, C. J., & Tseng, Y. C. (2012). The effects of WebTrust assurance on consumers' web purchase decisions: An experiment. Online Information Review, 36(2), 218-240.
  • Çolak, A. Ş. (2019). Marka Deneyimi Algılanan Risk ve Satın Alma Niyeti Üzerine Bir Uygulama (Master's thesis, Sosyal Bilimler Enstitüsü).
  • Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Journal of the Academy of Marketing Science, 38(4), 490-509.
  • Considine, E., & Cormican, K. (2017). The rise of the prosumer: An analysis of self-service technology adoption in a corporate context. SciKA-Association for Promotion and Dissemination of Scientific Knowledge, 5(2), 25-39.
  • Dabholkar, P. A. (1996). 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), 29-51.
  • Demoulin, N. T., & Djelassi, S. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, 44(5), 540-559.
  • Drennen, H. (2011). Self service technology in airports and the customer experience.
  • Dumortier, J., & Goemans, C. (2001). Electronic business and data privacy: the role of standardisation. Journal of Database Marketing & Customer Strategy Management, 8(3), 212-216.
  • Durrande-Moreau, A., & Usunier, J. C. (1999). Time styles and the waiting experience: an exploratory study. Journal of Service Research, 2(2), 173-186.
  • Feng, W., Tu, R., Lu, T., & Zhou, Z. (2019). Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance. Behaviour & Information Technology, 38(8), 820-832.
  • Fitzsimmons, J.A. (2003). Is self-service the future of services? Managing Service Quality, 13(6), 443-444.
  • Giannakos, M. N., Pateli, A. G., & Pappas, I. O. (2011). Identifying the direct effect of experience and the moderating effect of satisfaction in the greek online market. International Journal of E-Services and Mobile Applications (IJESMA), 3(2), 39-58.
  • Hoffman, D. L., Novak, T. P., & Schlosser, A. E. (2003). Locus of control, web use, and consumer attitudes toward internet regulation. Journal of Public Policy & Marketing, 22(1), 41-57.
  • Hong, J. W., Oh, J. H., & Lee, H. K. (2019). Smart Airport and Next Generation Security Screening Technology. Electronics and Telecommunications Trends, 34(2), 73-82.
  • Hsieh, C. T. (2005). Implementing self-service technology to gain competitive advantages. Communications of the IIMA, 5(1), 9.
  • Huaman-Ramirez, R., & Merunka, D. (2019). Brand experience effects on brand attachment: the role of brand trust, age, and income. European Business Review.
  • Hwang, Y., & Kim, D. J. (2007). Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. Decision support systems, 43(3), 746-760.
  • Iacobucci, D., Ostrom, A., & Grayson, K. (1995). Distinguishing service quality and customer satisfaction: the voice of the consumer. Journal of consumer psychology, 4(3), 277-303.
  • Iberahim, H., Mohd Taufik, N. K., Mohd Adzmir, A. S., & Saharuddin, H. (2016). Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services. Procedia Economics and Finance, 37, 13–20.
  • International Air Transport Association (IATA). (2018). IATA Annual Review 2018. Retrieved from https://www.iata.org/publications/Documents/iata-annual-review-2018.pdf
  • Jo Bitner, M. (2001). Service and technology: opportunities and paradoxes. Managing Service Quality: An International Journal, 11(6), 375-379.
  • Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and adaptive performance expectations in a customer satisfaction framework. Journal of consumer research, 21(4), 695-707.
  • Ju Rebecca Yen, H., & Gwinner, K. P. (2003). Internet retail customer loyalty: the mediating role of relational benefits. International Journal of Service Industry Management, 14(5), 483-500.
  • Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
  • Kotler, P., & Keller, K. L. (2012). Marketing Management 14th edition. New Jersey (US).
  • Lee, H. H., & Chang, E. (2011). Consumer attitudes toward online mass customization: An application of extended technology acceptance model. Journal of Computer-Mediated Communication, 16(2), 171-200.
  • Lee, H. J., Fairhurst, A. E., & Lee, M. Y. (2009). The importance of self-service kiosks in developing consumers' retail patronage intentions. Managing Service Quality: An International Journal, 19(6), 687-701.
  • Lee, J., & Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. Journal of Services marketing, 16(6), 553-572.
  • Lien, C. H., Hsu, M. K., Shang, J. Z., & Wang, S. W. (2019). Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan. The Service Industries Journal, 1-25.
  • Lin, C. W., Tan, W. P., Lee, S. S., Tseng, S. I., Lin, Y. S., & Hsu, W. H. (2017, November). The influence of experience satisfaction and sports attitude on somatosensory experience of information technology products: A case study of Wii sports. In 2017 IEEE 8th International Conference on Awareness Science and Technology (iCAST) (pp. 60-63). IEEE.
  • Lin, J. S. C., & Hsieh, P. L. (2011). Assessing the self-service technology encounters: development and validation of SSTQUAL scale. Journal of retailing, 87(2), 194-206.
  • Lu, J. L., Choi, J. K., & Tseng, W. C. (2011). Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers. Journal of Air Transport Management, 17(4), 249-252.
  • Mathwick, C., Wagner, J., & Unni, R. (2010). Computer-mediated customization tendency (CMCT) and the adaptive e-service experience. Journal of Retailing, 86(1), 11-21.
  • Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899-906.
  • Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.
  • Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard business review, 85(2), 116.
  • Morrell, P. S. (1998). Airline sales and distribution channels: the impact of new technology. Tourism Economics, 4(1), 5-19.
  • Nunnally, J. C. (1978). Psychometric theory (2nd edit.) Mcgraw-Hill. Hillsdale, NJ, 416.
  • Oliva, R., & Sterman, J. D. (2001). Cutting corners and working overtime: Quality erosion in the service industry. Management Science, 47(7), 894-914.
  • Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.
  • Oyedele, A., & Simpson, P. M. (2007). An empirical investigation of consumer control factors on intention to use selected self-service technologies. International Journal of Service Industry Management, 18(3), 287-306.
  • Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. Journal of service research, 2(4), 307-320.
  • Paul, T. J., & Jacob, J. (2019). Self-service technology (web interface): Bagozzi's self-regulation processes framework to measure Indian customer loyalty. International Journal of Services and Operations Management, 32(2), 224-248.
  • Popovic, V., Kraal, B., & Kirk, P. J. (2010). Towards airport passenger experience models. In Proceedings of 7th international conference on design & emotion.
  • Rayburn, S. W. (2015). Consumers' captive service experiences: it's YOU and ME. The Service Industries Journal, 35(15-16), 806-825.
  • Scherer, A., Wünderlich, N. V., & Von Wangenheim, F. (2015). The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS quarterly, 39(1).
  • Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Management, 5(1), 1.
  • SITA. (2017). Air Transport Industry The passenger IT Trends survey. Sita.
  • SITA. (2019). Retrieved from https://www.sita.aero/about-us
  • Taillon, B. J., & Huhmann, B. A. (2019). Strategic consequences of self-service technology evaluations. Journal of Strategic Marketing, 27(3), 268-279.
  • Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
  • Venkatesh, V. (2000). Determinants of perceived ease of use: Integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information systems research, 11(4), 342-365.
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There are 75 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Sena Kılıç 0000-0002-0423-0394

Elif Karaosmanoğlu 0000-0002-2056-3885

Publication Date December 28, 2019
Acceptance Date December 11, 2019
Published in Issue Year 2019Issue: 31

Cite

APA Kılıç, S., & Karaosmanoğlu, E. (2019). Self-Servis Teknolojilerinin Marka Deneyimine ve Müşteri Memnuniyetine Etkileri. Galatasaray Üniversitesi İletişim Dergisi(31), 277-296. https://doi.org/10.16878/gsuilet.647326

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