The Research On Evaluation Of Self-Service Technologies Productivity

With the development of information technology,the way of service delivery is changing.In addition to the face of services,enterprises can also provide service to customers through self-service technology.Enterprises continue to increase the input of self-service technology to meet customer service needs.From the perspective of the enterprise itself,the eager problem is to solve the benefits of self-service technology.Researched based on the perspective of enterprises self-service technology research is very weak.Facing the current situation,the enterprises don't have theory to conduct.The paper puts forward the concept of "self-service technology productivity" to sum up the phenomenon about the benefits s of the self-service technology evaluation.Based on theories of service productivity and information technology investment,combined with depth interviews the paper defines the connotation and constitution of self-Service technology productivity by following the measurement scale development process.The results show that firstly self-service technology productivity means the effective output is transformed by the technical investment.It can be divided into five dimensions as market efficiency,financial efficiency,internal efficiency,capacity efficiency and social efficiency.Secondly,measurement scale of self-service technology productivity has better internally consistent reliability,construct validity,convergent validity,discriminant validity and five dimensions can also be converged on the concept of bank self-service technology productivity.