Self-service technology (SST) has been constantly changing. The advancement in communication and information technology has driven customers in Malaysia to perform self-service transactions and consequently such activities are expanding. Among the factors that are said to influence customers to adopt SST are Information and System Quality. Thus, this study was undertaken to confirm the association of Information and System Quality on User Intention to use SST. After studying several companies that provide SST, one of the courier service companies in Malaysia was chosen to participate in the study. This company provides SST facilities in the business interactions with their customers. The items for the research instrument were adopted and adapted from past studies and distributed to 200 walk-in SST users of the courier service company. The data were analyzed using descriptive analysis, factor analysis, reliability, Pearson Correlation Coefficient Analysis using IBM SPSS Statistics version 25. The results demonstrated that completeness, format, reliability, accessibility, flexibility, and integration had significant relationship with user intention. Meanwhile, accuracy, currency and timeliness were found to have no significant relationship with user intention. The study provides practical recommendation and suggestion for future research improvement.
Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer. Management Science, 29(5), 530-545.
Baykaso?lu, A., & Özbak?r, L. (2008). Analyzing the effect of flexibility on manufacturing systems performance. Journal of Manufacturing Technology Management, 19(2), 172-193.
Cheng, W., Harris, J., and Patterson, P. G. (2012). Customer choice of self? service technology: The roles of situational influences and past experience. Journal of Service Management, 23(1), 54-78.
Collier, J. E., & Barnes, D. C. (2015). Self-service delight: Exploring the hedonic aspects of self-service. Journal of Business Research, 68(5), 986-993.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1003.
Delone, W. H., & McLean, E. R. (2002). Information systems success revisited. Proceedings of the th International Conference on System Sciences (HICSS-35’02), Hilton Waikoloa Village, Island of Hawaii, HI, IEEE Computer Society, 7-10 January.
DOSM. (2019). Department of Statistics Malaysia. https://www.dosm.gov.my, Department of Statistics Malaysia Official Portal. Date Retrieved 21 December 2019.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. New Jersey: Pearson International Edition.
Hala, A. K., & Habin, L. E. E. (2013). E-government systems success and user acceptance in developing countries: The role of perceived support quality. International Journal of e-Business And e-Government Studies, 3(2), 69-78.
https://www.theborneopost.com/2018/07/13/pos-malaysia-instructed-to-consider-initiatives-to-assist-postal-workers/
Mafabi, S., Nasiima, S., Muhimbise, E. M., Kaekende, F., & Nakiyonga, C. (2017). The mediation role of intention in knowledge sharing behavior. VINE Journal of Information and Knowledge Management Systems, 47(2), VJIKMS-02-2016-0008. https://doi.org/10.1108/VJIKMS-02-2016-0008
MCMC. (2018). Annual Report 2018. https://www.mcmc.gov.my/skmmgovmy/media/General/pdf/MCMC-2018_ENG.pdf
MCMC. (2019). Annual Report 2019. https://www.mcmc.gov.my/skmmgovmy/media/General/pdf/MCMC-2019_ENG.pdf
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Narteh, B. (2015). Perceived service quality and satisfaction of self-service technology: The case of automated teller machines. International Journal of Quality & Reliability Management, 32(4), 361-380.
Pos Malaysia Berhad. (2017). Pos Laju launches prepaid dropbox service. http://www.thesundaily.my/news/1846123. Date Retrieved 21 December 2017.
Salkind, N. J. (2006). Statistics for people who (think they) hate statistics: The Excel Edition, 106.
Webster-Doyle, T. (1991). Why is everybody always picking on me?, Vermont: Atrium Society.
Weijters, B., Rangarajan, D., Falk, T., & Schillewaert, N. (2007). Determinants and outcomes of customers' use of self-service technology in a retail setting. Journal of Service Research, 10(1), 3-21.
Wixom and Todd. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research 16(1), 85-102.
In-Text Citation: (Din et al., 2021)
To Cite this Article: Din, A. D. M., Rahman, M. K. A., Othman, A. K., Rashid, W. E. W., Masnan, M. J., & AbuJarad, I. (2021). The Association of Information and System Quality toward User Intention in Using Self-Service Technology. International Journal of Academic Research in Business and Social Sciences, 11(11), 2423–2433.
Copyright: © 2021 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non0-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
