Abstract

This study extends existing research within the area of SST by examining which factors affect consumers’ attitudes toward and satisfaction with SST in casual dining restaurants. Results are based on a survey with 169 respondents and interviews with one marketing communicator. Usability, pleasure, lack of personal service, technology readiness, support, and ease of use explained 65.2% of attitude toward SST. However, for satisfaction only four factors were significant: lack of personal service, usability, ease of use and pleasure, explaining 61.6% of satisfaction. The paper also provides useful information to managers in charge of the decision to design and implement SST.

摘要

本研究通过检查哪些因素影响消费者对休闲餐厅的 SST 的态度和满意度，扩展了 SST 领域内的现有研究。结果基于对 169 名受访者的调查以及对一名营销传播者的采访。可用性、愉悦感、缺乏个性化服务、技术准备、支持和易用性解释了 65.2% 对 SST 的态度。然而，满意度只有四个因素是显着的：缺乏个性化服务、可用性、易用性和愉悦感，解释了 61.6% 的满意度。该文件还为负责设计和实施 SST 决策的管理人员提供了有用的信息。