Perceived Reliability-Based Customer Satisfaction Model In Self-Service Technology(SSTs)

One single key phenomenon or player can bring the economic revolution to a country.Self-Service Technologies like WeChat is found to be the most promising catalyst to Chinese Economy.Such a self-service technology based app like WeChat might be the same change agent to other developing countries.Overseas people in China are experiencing the SSTs like WeChat in China beside local users in main land China.They are using WeChat because of some influencing factors.If they well accept SSTs like WeChat in China,it is expected to be happened the same in all other developing countries and hope to contribute same to the distinctive developing countries.It was tried to find out what might be the influencing factors by what mass people can be attracted and motivated to use SSTs in their developing countries too what can bring positive Change to their economy too.That?s why the study was conducted on perceived reliability based customer satisfaction model through the experiences from the overseas users of WeChat in China.It is the technical reliability what might motivate customers to use SSTs.But the literature on Reliability based customer satisfaction in usage of SSTs in developing countries is not adequate.That?s why this study was conducted to expose that gap and to find out to what extent perceived reliability can be enhanced whole using SSTs and simultaneously how it might impact on customer satisfaction.The study shows that what motivates the perceived reliability and how it may affect customer satisfaction of SSTs like WeChat.For that,respondents were asked response through close ended questionnaire using a 5 point likert scale.And collected data was analyzed by SPSS 25 version to prove the hypothesis through correlation and regression analysis.It is found that perceived security,perceived control,perceived ease of use,social group influence has a strong impression on perceived reliability and concurrently work as catalyst to delight the customer.As the study reveals the findings from the experiences from overseas staying in China it can be generalized to those developing countries to lunch such an SST like WeChat to contribute at a large extent to their home countries and may even have positive impact on global economy as well.