Effect of waiting time satisfaction and use of self-service technology on the sustainability of customer loyalty
Subject Areas : Technology Management
mohammad mahdi davali
1
*
,
Shoorangiz Rezaei
2
1 - Payame noor university
2 - payame noor university
Keywords: Satisfaction with waiting time, self-service technology, Sustainability of customer loyalty.,
Abstract :
This research aims to investigate the effect of satisfaction from waiting time and the use of self-service technology on the stability of customer loyalty with a practical approach among passengers of Ayatollah Ayatollah International Airport in Larestan. A questionnaire containing 15 questions with a five-point Likert scale was used to collect data. First, the content validity of the questionnaire was confirmed from the supervisor's point of view. Then construct validity was also done using factor analysis technique. The value of convergent validity of all the variables was above 0.5 and the validity was confirmed. Cronbach's alpha coefficient and composite reliability were calculated to measure the reliability, and the reliability of the questionnaire was evaluated as favorable. The statistical population of this research is all the passengers of Larestan Ayatollah Ayatollah International Airport, and the questionnaire was randomly distributed to 384 people. The partial least squares technique and Smart Pls software have been used to test research hypotheses. The results showed that the satisfaction of the waiting time on the stability of customer loyalty is confirmed with 95% confidence. Self-service technology was confirmed on the stability of customer loyalty with 95% confidence. Also, satisfaction with waiting time on self-service technology was positively and significantly estimated; However, the effect of self-service technology on the relationship between satisfaction from waiting time on the stability of customer loyalty, it was confirmed at a significant level, but was estimated to be insignificant based on the VAF test.
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