The influence of information quality and system quality on user intention towards self-service technology

• Main Authors: Din, Areena Dalila Mohd, Rahman, Mohd. Khirzanbadzli A., Othman, Abdul Kadir, Shahid, Siti Asiah Md, Harun, Shariff
• Format: Conference Proceeding
• Language: English
• Subjects: Accessibility; Completeness; Correlation coefficients; Factor analysis; Multiple regression analysis; Reliability analysis; Statistical analysis
• ISSN: 0094-243X; 1551-7616
• DOI: 10.1063/5.0154486

Pos Malaysia Berhad provides Self-Service Technology (SST) facilities to their customers. However, the usage of this SST was not so encouraging. This study aims to observe the relationships of Information Quality (IQ) and System Quality (SQ) toward User Intention (UI) and to identify the most influential factors of IQ and SQ toward UI. Questionnaires were adopted and adapted from past studies and distributed to 200 walk-in SST users of Pos Malaysia Berhad in Klang Valley. The data were analyzed using descriptive analysis, factor analysis, reliability, Pearson Correlation Coefficient, and Multiple Regression Analysis by using the Statistical Package for the Social Sciences (SPSS). The results demonstrated that for IQ only completeness and format had a significant influence on intention. Meanwhile, for SQ reliability, accessibility, flexibility, and integration were found to have a significant influence on user intention. As a concluding remark, it is suggested that Pos Malaysia give more focus on completeness, integration, and accessibility to encourage Pos Malaysia clients to use SST. Since the study has a limited geographical area of coverage (only in Klang Valley), it is recommended that for forthcoming studies the geographic coverage should be extended to other Pos Malaysia business outlets that have the SST facility.