The Effects of Customer Participation Behavior and Customer Expertise on Behavioral Intention through Self-Efficacy in Using Self-Service Technology

Indira Yuniar Fatika Sari; Sanaji Sanaji

doi:10.55927/ijbae.v4i6.499

Authors

Indira Yuniar Fatika Sari State University of Surabaya
Sanaji Sanaji State University of Surabaya

DOI:

https://doi.org/10.55927/ijbae.v4i6.499

Keywords:

Customer Participation Behavior, Customer Expertise, Self-Efficacy, Behavioral Intention, Self-Service Technology

Abstract

This study aims to analyze the effects of Customer Participation Behavior (CPB) and Customer Expertise (CE) on Behavioral Intention (BI) through Self-Efficacy (SE) in the use of Self-Service Technology (SST). The research employed the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach, using an online questionnaire distributed to respondents who had used one or more forms of SST, such as vending machines, self-ordering kiosks, self-check-in counters, or self-service fuel stations. The results reveal that CPB and CE significantly influence SE and BI, while SE acts as a mediator between CPB and CE on BI. These findings provide theoretical and practical implications for improving customer adoption and the continued use of self-service technologies.

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