The Influence of Self-Service Experiences on Customer Satisfaction
Successful companies consistently provide higher levels of satisfaction to their customers. This study is to determine the impact of self-service experiences on customer satisfaction. For the purpose of the study, 120 McDonald's customers were selected for a survey. The results showed that bein...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Penerbit Universiti Malaysia Pahang
2023
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| Subjects: | |
| Online Access: | http://umpir.ump.edu.my/id/eprint/39642/ http://umpir.ump.edu.my/id/eprint/39642/1/The%20Influence%20of%20Self-Service%20Experiences%20on%20Customer%20Satisfaction.pdf |
| _version_ | 1848825823866388480 |
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| author | Norashikin, Jalani Azizan, Azit Wan Khairul Anuar, Wan Abd Manan Mazita, Mokhtar |
| author_facet | Norashikin, Jalani Azizan, Azit Wan Khairul Anuar, Wan Abd Manan Mazita, Mokhtar |
| author_sort | Norashikin, Jalani |
| building | UMP Institutional Repository |
| collection | Online Access |
| description | Successful companies consistently provide higher levels of satisfaction to their customers. This study is to determine the impact of self-service experiences on customer satisfaction. For the purpose of the study, 120 McDonald's customers were selected for a survey. The results showed that being technologically ready positively and substantially affects customer satisfaction through the medium of Customer Trust. Self-service can be more efficient and successful, and customers can be more satisfied if the necessary technology is in place. Self-service experience quality and client satisfaction are impacted by trust and perceived value. This research contributes to understanding what it takes to keep repeat customers happy and returning for more business. |
| first_indexed | 2025-11-15T03:35:03Z |
| format | Article |
| id | ump-39642 |
| institution | Universiti Malaysia Pahang |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T03:35:03Z |
| publishDate | 2023 |
| publisher | Penerbit Universiti Malaysia Pahang |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | ump-396422023-12-13T07:41:40Z http://umpir.ump.edu.my/id/eprint/39642/ The Influence of Self-Service Experiences on Customer Satisfaction Norashikin, Jalani Azizan, Azit Wan Khairul Anuar, Wan Abd Manan Mazita, Mokhtar HD28 Management. Industrial Management Successful companies consistently provide higher levels of satisfaction to their customers. This study is to determine the impact of self-service experiences on customer satisfaction. For the purpose of the study, 120 McDonald's customers were selected for a survey. The results showed that being technologically ready positively and substantially affects customer satisfaction through the medium of Customer Trust. Self-service can be more efficient and successful, and customers can be more satisfied if the necessary technology is in place. Self-service experience quality and client satisfaction are impacted by trust and perceived value. This research contributes to understanding what it takes to keep repeat customers happy and returning for more business. Penerbit Universiti Malaysia Pahang 2023 Article PeerReviewed pdf en cc_by_4 http://umpir.ump.edu.my/id/eprint/39642/1/The%20Influence%20of%20Self-Service%20Experiences%20on%20Customer%20Satisfaction.pdf Norashikin, Jalani and Azizan, Azit and Wan Khairul Anuar, Wan Abd Manan and Mazita, Mokhtar (2023) The Influence of Self-Service Experiences on Customer Satisfaction. International Journal of Industrial Management (IJIM), 17 (4). pp. 186-194. ISSN 2289-9286 (Print); 0127-564x (Online). (Published) https://journal.ump.edu.my/ijim/article/view/10023/3027 |
| spellingShingle | HD28 Management. Industrial Management Norashikin, Jalani Azizan, Azit Wan Khairul Anuar, Wan Abd Manan Mazita, Mokhtar The Influence of Self-Service Experiences on Customer Satisfaction |
| title | The Influence of Self-Service Experiences on Customer Satisfaction |
| title_full | The Influence of Self-Service Experiences on Customer Satisfaction |
| title_fullStr | The Influence of Self-Service Experiences on Customer Satisfaction |
| title_full_unstemmed | The Influence of Self-Service Experiences on Customer Satisfaction |
| title_short | The Influence of Self-Service Experiences on Customer Satisfaction |
| title_sort | influence of self-service experiences on customer satisfaction |
| topic | HD28 Management. Industrial Management |
| url | http://umpir.ump.edu.my/id/eprint/39642/ http://umpir.ump.edu.my/id/eprint/39642/ http://umpir.ump.edu.my/id/eprint/39642/1/The%20Influence%20of%20Self-Service%20Experiences%20on%20Customer%20Satisfaction.pdf |