Determinants of Satisfaction and Intention of Use Self-service Technology - Technology Readiness and Computer Self-efficacy

This study focuses on users´ satisfactions and behavioral intentions of using self-service technology (Kiosk). Both the constructs of technology readiness (TR) and computer self-efficacy (CSE) have been studied independently for the prediction power of technology usage; however, we still don´t know which one has the stronger linkage with the behavioral intentions of use of self-service technology. We first review the relevant literature on TR, CSE, satisfaction, and behavioral intentions of use, then present our conceptual framework and hypotheses. This model was tested with a sample of 108 patients. The hypothesized model was partially supported and the results showed that CSE has a stronger influence on patients´ satisfaction and behavioral intention with using Kiosk. Finally, we discussed the implications of the results and made conclusions.