期刊名称：International Journal of Information Systems and Project Management
印刷版ISSN：2182-7796
电子版ISSN：2182-7788
出版年度：2017
卷号：5
期号：2
页码：25-39
DOI：10.12821/ijispm050202
出版社：SciKA
摘要：The adoption of self-service technology (SST) has been well researched in consumer contexts but, despite the existingbody of work, few studies have investigated in detail the specific determinants for user satisfaction in a corporatecontext. This study attempts to address this deficit. The goal of our work is to examine employees’ perception of SST.To do this, four dimensions of the SSTQUAL quality scale (namely (a) functionality; (b) security; (c) design and (d)customization) were adapted to collect data from 182 knowledge workers in a financial services multi-nationalorganization. The findings lead to the following insights. First respondents believe that SSTs can perform the taskrequired in a timely and straightforward manner. They also feel that transactions are safe and secure. However, welearned that, although essential to user satisfaction, respondents have concerns regarding the design and customizationof the technology. They believe that the technology employed is not user centric. Furthermore, respondents are notpleased with the layouts or aesthetics of the technology and they feel that the features are not personalized for theirspecific requirements. The study is important for many reasons. First, it expands the discussion on SST adoption byfocusing on the corporate context thus contributing to the body of knowledge in the domain. Second, it captures andanalyses real world empirical data and helps bridge the gap between theory and practice. Finally, the findings can helpservice providers to create effective user driven solutions.
