Customer satisfaction and willingness to use self-service kiosk in Genting highlands hotel

• Main Authors: Norfitriyah Shakirah Mohamad, Norsyafiqah Suffri, Nur ‘Aisyah Abdul Razak
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2023
• Online Access: http://discol.umk.edu.my/id/eprint/13984/1/H11.pdf; http://discol.umk.edu.my/id/eprint/13984/

The hospitality sector adopted self-service kiosk (SSK) technology as other industries did, and has now incorporated self-service kiosks into its service processes. Due to the fact that the system is relatively new to the hotel industry, the motivations behind customer satisfaction with self-service kiosks have not been well investigated. This study sought to understand how customer satisfaction (CS) in a Genting Highlands hotel is influenced by self-service kiosk (SSK) characteristics such as ease of use, speed of delivery, and monetary promotion. The link between customer satisfaction and future intent to utilize a self-service kiosk was also investigated in the study. However, there was no significant correlation between monetary promotion and customer satisfaction, according to the study's findings, which indicated that simplicity of use and delivery speed had a positive effect with customer satisfaction. Furthermore, the likelihood of utilizing self-service kiosks in the future was positively correlated with customer satisfaction. The study adds important information about the factors that determine customer satisfaction with self-service kiosks and also validates the elements required for successful customer satisfaction with self-service kiosks at the Genting Highlands hotel. Descriptive statistics and Pearson correlation analysis were used to analyze the acquired data. Total of 384 questionnaires were distributed to respondents. Keywords: Hotel industry, customer satisfaction, ease of use, speed of delivery, monetary promotion.