Factors influence the adoption of self-service technology in Melaka’s Telecommunication Industry

Tan, Wee Kiat (2018) Factors influence the adoption of self-service technology in Melaka’s Telecommunication Industry. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Self-service technologies (SSTs) are largely introduced and promoted to replace traditional service encounters and researchers have been investigating the influencers of SST adoption. The purpose of the research project is to determine influential perceived factors on using self-service technology (SST) in order to find out Malaysian’s behaviour intention towards SST. The results of this research would also be able to show that whether consumer perceived SST as supportive role or already become a vital role for daily life. In this study include four independent variables, namely perceived ease of use, perceived usefulness, need for interaction and risk to measure the relationship towards behavioural intention on SST. Secondary data was used for literature review; the proposed research framework was the results after analysing information from literature review contributed from many researchers. TAM model was adopted for the study with some modification, added more perceived factors that has been prove to be significant to SST in research done by other researchers. Primary data was collected 150 questionnaire surveys using probability sampling technique – cluster sampling method, through online self-administered questionnaire. This research found that only perceived ease of use, perceived usefulness and need for interaction are positive related to behavioural intention on SST. The findings of this study contribute to business management as well as government over Malaysia behaviour over using selfservice technologies.

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