WCSE

Continuance Intention to Use Self-Service Technology of Mass Rapid Transit System in Thailand: A Conceptual Framework

Abstract—In the era of globalization, the emerging relationship of the world’s economies, societies, and populaces are realized by interexchange of ventures, innovation, and stream of individuals and data. In terms of innovation, it has assumed a noteworthy job under computerized time in different viewpoints. Particularly, when the technology is carried out, it can create immense transformation in improving the people’s living standards for everyday comforts and how organizations arrange their business forms. At presents, several organizations are concentrating on technology adoption to develop strong competencies in the industry and giving powerful emphasis on customer’s needs and fulfillment to maintain their loyalty. Within the worldwide service industry, Mass Rapid Transit is one of the biggest transport services which applies technology to enhance operation’s quality and service in various perspectives. To serve such principles and demands, self-service technology is implemented significantly. This mechanical function provides new progressive idea of giving service with incredible support of advancement without human association. Ticket vending machine, automated top-up machine, and self-service storage with RFID technology and QR scan code installed at Mass Rapid Transit station in Thailand will be reasonably selected as pilot self-administration innovations for this research. By this regard, the main purpose of this study is to construct the conceptual framework based on the Information System Success Model (IS Success Model) as the main theory and support with other variables from other theories namely, Performance Expectancy and Social Influence from UTAUT and Continuance Intention to Use from ECM to study on factors that influence on user satisfaction and proceeded with use of self-service technology. Ultimately, the result from conceptual framework will provide the profitable insight into factors that influence continuance intention to use of self-automated technology at MRT in Thailand. This information can be a guidance for both government and private sector on enhancing their supportive technology service to reach utmost level on customer’s needs.

Index Terms—self-service technology, Information System Success Model, Unified Theory of Acceptance and User of technology, Expectation Confirmation Model, Mass Rapid Transit

Natthakarn Chanmatakulvat, Singha Chaveesuk
King Mongkut’s Institute of Technology Ladkrabang Business School, THAILAND

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Cite:Natthakarn Chanmatakulvat, Singha Chaveesuk , "Continuance Intention to Use Self-Service Technology of Mass Rapid Transit System in Thailand: A Conceptual Framework " Proceedings of 2020 the 10th International Workshop on Computer Science and Engineering (WCSE 2020), pp. 259-266, Shanghai, China, 19-21 June, 2020.