The Nexus Between Service Quality and Self-service Technology on Customer Satisfaction and Continuance Intention: A Survey on Trans-Java Toll Road Users
DOI:
https://doi.org/10.18502/kss.v10i13.18975Keywords:
continuance intention, customer satisfaction, self-service technology, service quality, social cognitive theoryAbstract
Drawing upon Social Cognitive Theory as its theoretical foundation, this study examines how service quality and self-service technology (SST) interconnect to shape customer satisfaction and continuance intention. Utilizing a quantitative approach, the study employs Partial Least Square (PLS) analysis to uncover relationships within the data. The investigation reveals that while service quality and SST demonstrate substantial positive impacts on user satisfaction, neither factor directly influences continuance intention. The findings indicate a complex relationship wherein both service quality and SST enhance customer satisfaction, though supplementary elements appear to shape long-term loyalty decisions. Notably, user satisfaction emerges as the critical full mediator between service quality/SST and continuance intention, functioning as the essential channel through which these factors influence users’ ongoing engagement. This discovery suggests that elevating service quality or SST independently proves insufficient for maintaining customer commitment without prioritizing user satisfaction. The research yields meaningful theoretical and practical implications, emphasizing how a strategic focus on user satisfaction mediates between service quality and self-service technologies to foster customer loalty and sustained engagement.
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