Impact of Self Service Technology on Customer Behavioral Intention: Case of Intercity Railway Service in Sri Lanka

Impact of Self Service Technology on Customer Behavioral Intention: Case of Intercity Railway Service in Sri Lanka

Nipuni Sashanka Perera

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Perera. K.N. S

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Packeer.T. A

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Shilpa.Y

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Rupasinghe. U.M

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Kahandawaarachchi. C

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Impact of Self Service Technology on Customer Behavioral Intention: Case of Intercity Railway Service in Sri Lanka

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Abstract

The underperforming railway transportation in Sri Lanka is still running on ticket reservation techniques. Sri Lanka, the public transportation sector is yet to realizes the usefulness of self-service technologies. Since the majority of the industries moved forward with self-service technologies and, Sri Lankan customers are already familiar with these types of smart technologies, we expect customer behaviour toward railway self-service technologies will also become more positive. Existing processes are consisting of lots of non-value adding and waste activities. To solve these problems, researchers trying to explore the customer behavioural intention toward a railway self-service ticketing system and design a national framework for the Sri Lanka intercity railway. Through that Sri Lanka Railways can reduce issues related to the current process. For that researcher using exploratory research design and inductive approach and both quantitative and qualitative data gathering methodologies used to gather information. Purposive sampling method using to identify participants for the questionnaire.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

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No ethics committee approval was required for this article type.

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Not applicable for this article.

How to Cite This Article

Nipuni Sashanka Perera. 2019. \u201cImpact of Self Service Technology on Customer Behavioral Intention: Case of Intercity Railway Service in Sri Lanka\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 19 (GJMBR Volume 19 Issue E7).

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GJMBR Volume 19 Issue E7

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-E Classification JEL Code: M37

Submission ReceivedDecember 9, 2018
Peer Review Double Blind
Handling Editor
Accepted January 3, 2019
Published January 15, 2019

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v1.2

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December 10, 2019

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