Factors influencing the intention to use self-service technology at McDonald during endemic covid-19

Shamsudin, Muhamad Fakhruraziq (2023) Factors influencing the intention to use self-service technology at McDonald during endemic covid-19. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

Self-service technology (SSTs) is commonly used and promoted to replace traditional service contacts, and researchers have looked at the factors that influence SST acceptability. The goal of this research project is to find out what factors influence Malaysians' willingness to adopt self-service technology (SST). It would also be feasible to show whether the consumer saw SST as a supporting role or as a fundamental role in daily life based on the findings of this study. To examine the association between perceived ease of use, perceived usefulness, service trust, and efficiency, this study used four independent variables: perceived ease of use, perceived usefulness, service trust, and efficiency. For the literature review, secondary data was employed; the proposed study framework was the outcome of analyzing material from the literature review given by numerous scholars. The TAM model was used for the study with several modifications, including the addition of more perceived elements that have been shown to be significant to SST in previous studies. 150 questionnaire questionnaires were used to acquire primary data using a probability sampling approach called cluster sampling. The findings of this study have implications for corporate management and government policy in Malaysia on the use of self-service technology.

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