​

Abstract: The widespread adoption of self-service technologies, such as self-service kiosks, across various industries has made it increasingly crucial to comprehend consumers' perceptions of the quality of these self-service offerings and their influence on user satisfaction. This study investigates multiple facets of consumers' perceptions of kiosk service quality, encompassing system usefulness, ease of use, and convenience. Through an online survey, we gathered data from over 400 consumers who had prior experience using kiosk services. Employing quantitative analysis techniques, namely SPSS and AMOS, we discovered that consumers' perceptions of kiosk service quality can substantially predict their usage satisfaction. Specifically, our findings reveal that: 1.The interface design of the kiosk exerts a positive influence on consumer satisfaction. 2.Perceived usefulness positively impacts consumer satisfaction. 3.Perceived ease of use positively affects consumer satisfaction. 4.The convenience of the kiosk has a positive effect on consumer satisfaction. 5.The technical complexity of the kiosk negatively influences the usefulness of the design and consumer satisfaction. The results of this study offer valuable insights for enterprises seeking to optimize their self-service systems, which can contribute to enhancing consumer experience and increasing their acceptance of these innovative service delivery models. Furthermore, we discuss the theoretical and practical implications of the study and highlight potential avenues for future research.

Keywords: Kiosk, Consumer satisfaction, Perceived Usefulness, Perceived Ease of Use