Human Ecology Research

The Korean Home Economics Association (대한가정학회)
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Consumers' Resistance and Continued Use Intention of Self-service Kiosk

셀프서비스 키오스크에 대한 소비자의 저항 및 지속사용의도의 결정 요인

  • Kim, Hyo-Jung (Chungnam National University, Human Ecology Research Institute) ;
  • Lee, Jin-Myong (Chungnam National University, Consumer Science)
  • 김효정 (충남대학교 생활과학연구소) ;
  • 이진명 (충남대학교 소비자학과)
  • Received : 2019.09.26
  • Accepted : 2020.06.09
  • Published : 2020.08.30
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Abstract

Service providers have introduced interactive devices such as self-service kiosks to provide convenient and efficient services to consumers. Self-service kiosks are one of the most diverse technological forms of self-service technologies that provide control and freedom to consumers as well as reduce the frustration of line-ups. This study explores the predictors of consumer resistance and continued use intention with regard to self-service kiosks. It adopts three constructs on the following variables: perceived innovation characteristics, consumer characteristics, and gamification. An online self-administered survey was conducted, and 343 users of self-service kiosk services, aged between 20 and 59, were included in the analysis. The study used the SPSS 23.0 program to perform a descriptive analysis along with, t-test, ANOVA, correlation analysis, and regression analysis. First, convenience, controllability, and gamification negatively influenced consumer resistance to self-service kiosks. Second, human alienation and sociability positively influenced consumer resistance to self-service kiosks. Third, convenience and gamification positively influenced the continued use intention with regard to self-service kiosks. Last, the risk of functionality, human alienation, and sociability negatively influenced continued use intention with regard to self-service kiosks. The results contribute to the literature because few studies have examined what drives the resistance of users and continued use intention with regard to self-service kiosks. It also provides service providers and practitioners with insights and strategies on how to overcome consumer resistance.

Keywords

References

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