Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale
Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale
J. Lin,Pei-Ling Hsieh
2011 · DOI: 10.1016/J.JRETAI.2011.02.006
343 Citations
TLDR
A 20-item seven-dimension SSTQUAL scale was developed that includes functionality, enjoyment, security, assurance, design, convenience, and customization and demonstrates sound psychometric properties based on findings from various reliability and validity tests.