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

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