The effects of using Self-Service Technology (SST) towards customer satisfaction / Norfariza Chirtsa

• Main Author: Chirtsa, Norfariza
• Format: Thesis
• Language: English
• Published: 2020
• Subjects: Consumer satisfaction
• Online Access: https://ir.uitm.edu.my/id/eprint/98752/1/98752.pdf; https://ir.uitm.edu.my/id/eprint/98752/

Self-Service Technology (SST) is the newest innovative technology used in fast-food restaurants. It is a techno logy-based system that enables consumers to simplify the ordering process without an individual's assistance in experiencing the order and by using this system; customers will experience better and quicker, thus giving them satisfaction. Therefore, the objective of this study is to identify the effects of using SST towards customer satisfaction. This study used secondary data from previous articles and journals. The researcher makes an argument by observing and identifying the data based on this study. The findings revealed that the customers are satisfied with the usage of SST. This is because the consumers are more confident in using the SST as they are able to make a transaction using their debit or credit card without waiting for too long. If the customers are satisfied with the product and service, they will become loyal customers.