The Effect of Perceived Benefits of Kiosk on Customer and Employee Satisfaction and Reuse Intention

Kiosks are self-service devices that allow customers and employees to purchase products or services non-face-to-face, and unmanned in various service industries has recently been commercialized. Most of the preceding studies have been conducted on the characteristics of kiosks leading to satisfaction and reuse intention. Therefore, in a situation where kiosks are being put into practical use, additional studies on various aspects of kiosks are needed. Although various studies on kiosks are being conducted, it deals only with the relationship between the characteristics viewed from the perspective of external customers, satisfaction, and continuous use intention. In order to provide efficient services, the purpose of this study is to study the effect of perceived benefits for kiosks on satisfaction and continuous use intention from the perspective of external customers and internal employees. To achieve the research purpose, a survey was conducted on customers and employees who have used kiosks. SPSS 23.0 and Smart PLS 4.0 were used for hypothesis testing. The results of the study are summarized as follows. First, the usefulness, convenience and speed of external customers had a significant effect on satisfaction. Second, the accuracy of internal employees did not significantly affect the satisfaction. Third, satisfaction had a significant effect on the intention to continue using. Through this study, users should be able to use it actively without difficulty, and effective measures for quality improvement should be prepared.