الفهرس 
الإطار العام للدراسةيوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
Introduction:
E-commerce considers one of the most common approaches in trade that has become widely available in most companies. Moreover, the corporations’ use of the self-services such as banking self-service, auto-mechanic service in hotels, and e-commerce has facilitated all types of service without recourse to the employee in charge.
In addition, the demand on electronic self-service use has increased being supported by firms regardless their service types which most important is the electronic services through which, the client receives the required service such as payment or self-draw out services with no assistance of the official in charge.
Consequently, using technology in general and the e-auto-service technology in particular has created a great opportunity for some non-merchandise-organizations to establish a competitive advantage in services and products proposed to consumers in the market, finding out the similarities and dissimilarities of those services.
Research Problem:
In the late few decades, Egyptian as well as global markets has witnessed several emergences of changes in banking market. Doubtless, banks in their different types, are seeking to develop their services for the severe competition these banking markets are experiencing.
Here, the researcher exposes her inquiry concerning the extent to which clients are approving those services and what are the factors may assist approving such services and if there are any problems or constraints meeting customers during benefit from those services; and what is the impact of customer’s participation in service.
Study Objectives:
This present study seeks proposing a framework of the factors affect clients’ approval of the auto-service, achieving this through the following aims:
1. Examining the relationship between the factors associated with e-self -service and the client’s approval to that service.
2. Investigating the relationship between the factors associated with the client and his acceptance of the electronic self-service.
3. Reaching the factors affect the client’s approval of the electronic self-service.
4. Identify the impact of the factors concerning service and the factors concerning a client on client’s approval on self-service in case a client participates in the service as a mediator variable.
5. Exposing the problems as well as the obstacles customers may encounter at benefitting from such service; suggesting as well the appropriate approaches and means to resolve those problems in order to improve service and spread out its use.
Study Hypotheses:
In terms of the previous review of literatures and study objectives, these hypotheses are stated:
Hypothesis 1: There is no significant relationship between the factors concerning the electronic self-service and clients’ acceptance of this service.
Hypothesis 2: There is no significant relationship between the factors concerning the electronic self-service and clients’ acceptance of this service.
Hypothesis 3: There is no significant relationship between the factors concerning the electronic self-service and clients’ acceptance of this service in case he works as a mediating variable.
Hypothesis 4: There is no significant relationship between the factors concerning the customer and the customer’s acceptance of electronic auto-service in case he works as a mediating variable.
Study Results:
Results of Testing Hypotheses:
Results of statistical test of the first hypothesis show no correlation exists between the factors involved in service and client’s acceptance of this service. Hence, the first hypothesis is approved.
Study results assert that there is a significant correlation between the factors concerning the client and his approval on using self -service technology. Consequently, the second hypothesis is rejected.
Study results assert a total positive significant impact exists concerning the factors of the self-service technology (X1) on client’s participation (Y1), in value rate (0.463). There is also a total positive impact of the factors concerning the self-service (X1) on client’s approval of self-service (Y2), in value rate (0.153). There is a positive significant impact of client’s participation (Y1) on his acceptance of the self-service technology (Y2), registering (0.152). Given the previous, the mediator variable of client’s participation in service has a significant impact in the correlation between factors of electronic self-service and client’s approval on that service; consequently, the third hypothesis is rejected.
The study demonstrates a total significant positive impact of the factors concerning the client (X1) on a client’s participation (Y1), in (0.414) value. There is also a total positive reverse impact of factors concerning the client (X1) on client’s acceptance of the self-service technology (Y2) in (0.097) rate. There is a positive total impact of client’s participation (Y1) on acceptance of the self-service technology (Y2), in (0.278) rate. For the previous, the client’s participation in service (mediator variable) has an effect in the relationship between factors of client and his acceptance of self-service. Hence, the fourth hypothesis is rejected.
The General Results:
The study proposed model for examining the effective factors on client’s approval of the self-service technology is approved. The model involves several basic concepts including the factors associated with service such as: advantages of service – complication of the service - perceived risks – the experiment-ability) and those associated with the customer crystallized in ( anxiety of using technology – the need for interaction with others – the ex-experiments – the client’s perception of service – client’s enthusiasm) and client’s participation including: (designing the service – delivering the service – client’s acceptance of self- service technology).
Study results disagree with other review of literatures in the following, study of Nancy George Karma, 2014, which purpose is to identify the main factors affecting the banking credits through the banking phone call service in Sudan. Results indicate that clients’ intention to use the ATM bank service is affected by deep confidence, facility of use, and expected risks.
These results disagree with study of Xiaoni Zhang, 2006 which main target is to identify the factors affecting clients’ acceptance of electronic services. Results indicate that clients’ acceptance is associated with the feeling of comfort, safety, ad with skills of users. The results go in accordance with study of Meuter, Bitner, Ostrom & Brown 2005, which main results are: the consumer’s aptitude represented in clarity of the consumer’s role, motives, and ability to use the service considers one of the most effective factors on the consumer’s experiment of using the self-service technology.
The study results agree with studies’ results of Lioyd, 2003 & Mills, 1990 & Kandil, 2006 that a client’s participation has a great significance on clients-based on decisions of services presented in banks which assert the banking sector acceptance of the more interactive technological advancements that guarantee its settlement and continuity.
Recommendations:
Activation of the factors concerning a client’s approval of the auto-service technology:
Study results indicate a significant correlation between clients based on factors and his acceptance to use the self-service technology. Banks’ managers should spread out the culture of dealing with electronic treatments among customers through setting intensified well studied programs of enlightenment for explaining and simplifying information and showing the traits and good advantages of using electronic technology.
Activation of client’s participation in service production:
Study results indicate a significant relationship between the factors involved in service and the factors concerning the client in case of client’s participation as a mediator variable. This asserts the significance of client’s participation in decision-making of services proposed by banks which guarantee his acceptance of banking dealings with the more interactive technological developments. Managers of banks can achieve loyalty to their bosses and conserve present client, attracting as well new clients through client’s participation in service through designing and delivering service.