Service Quality of Social Media-Based Self-Service Technology in the Food Service Context

Chen-Kuo Pai, Ze-Tian Wu, Seunghwan Lee, Jaeseok Lee and Sangguk Kang ()
Additional contact information
Chen-Kuo Pai: Faculty of Hospitality and Tourism Management, Macau University of Science and Technology, Macao 999078, China
Ze-Tian Wu: Faculty of Hospitality and Tourism Management, Macau University of Science and Technology, Macao 999078, China
Seunghwan Lee: Department of Tourism Management, Kongju National University, Gongju 32588, Korea
Jaeseok Lee: Department of Tourism Management, Gangneung-Wonju National University, Gangneung 25457, Korea
Sangguk Kang: Department of Tourism Management, Gangneung-Wonju National University, Gangneung 25457, Korea

Sustainability, 2022, vol. 14, issue 20, 1-15

Abstract: Social media connects individual users and corporate bodies on a self-service technology (SST) platform. The food and beverage industry has increasingly adopted the social media-based SST over other online and kiosk types of technologies for their service delivery. The present study sheds light on the dimensionality of service quality on the social media-based SST in the food service delivery context and went further to investigate the impact of the SST service quality on functional value, user satisfaction, and intention to reuse. The analytic results of 410 valid survey data found five salient dimensions (i.e., Functionality, Enjoyment, Assurance, Convenience, and Customization) constituting the service quality. The results also revealed that the perceived quality of social media-based food service is directly and positively associated with consumer’s satisfaction and perceived functional value and is indirectly associated with intention to reuse. The results provide practical suggestions regarding how to take advantage of using social media platforms for food and beverage professionals.

Keywords: self-service technology (SST); self-service technology service quality (SSTQUAL); social media-based food service; contactless service delivery (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://www.mdpi.com/2071-1050/14/20/13483/pdf (application/pdf)
https://www.mdpi.com/2071-1050/14/20/13483/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:14:y:2022:i:20:p:13483-:d:946822

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().