Factors Influencing the Intention to Use Technology Services to Implement Self-Service Technology Case Study: Situation Pandemic Covid-19

Abstract

This study aims to analyze a person's intention in using self-service technology (SST) services during the pandemic COVID-19. Where this time, raising problems one of the social distancing that affects a service provided, especially on services that use technology that applies SST. This study develops from previous research where the customer has satisfaction in using SST services. Still, this use does not know a person intention to use SST services, so it is necessary to develop with several factors the adoption of technology, namely influence that can make a person intention to use. The research framework of this research consists of several factors and indicators, namely efficiency (4 indicators), Reliability (4 indicators), security (3 indicators), Convenience (3 indicators), Ease of use (4 indicators). This study uses an online survey with google form for users of self-service technology services in 5 major cities in Indonesia. Dissemination of the survey for three months, and the obtained were 100 respondents valid. This research conducts testing using Smarpls v3.0. The results of this study found two factors that influence perceived usefulness, namely: efficiency and reliability, and found three factors that did not have an impact, namely Security factors, Convenience Factors, Perceived Ease of use, and Service Trust do not have an impact on perceived usefulness. This result is a very interesting finding because during the period pandemic COVID-19. These factors are no longer the top priority in the use of SST services and do not affect who intention to use a technology service. Thus, it can be concluded that whose intention at a certain level of the problem will prioritize the reliability and efficiency of the system for service. This factor can be the focus of the company in developing systems that adopt Self-service technology.

COVID-19 in Management Studies: A Systematic Literature Review

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“…Hipotesis 7 didasari oleh penelitian sebelumnya yang menjelaskan bahwa Performance Expectancy, Ekspektasi Kinerja, tingkat dimana seseorang mempercayai dengan menggunakan sistem tersebut akan membantu orang tersebut untuk memperoleh keuntungan-keuntungan kinerja pada pekerjaan menjadi perhatian utama bagi para pengguna (Kelly & Lawlor, 2019) . Dalam penelitian (Fernando et al, 2020) bahwa Performance Expectancy dapat memberikan signifikansi yang positif terhadap minat penggunaan elearning application.…”

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