Determinants of Customer Satisfaction with Self-Service Technology (SST): A Case Study of Mae Fah Luang University’s Library

In the digital era, the invention of new technologies affects our daily lives. Self-service technology (SST) is also one of them. The most familiar one to the student in the university is a self-borrow machine in Mae Fah Luang’s library. The study used a questionnaire to collect data from 200 library users. The result shows that the user is likely to use the machine if there are some staff nearby or if the user understands how to use the device. Overall, most of the respondents have a favorable opinion of the machine. However, fear of causing damage and unfamiliarity can prevent library users from using the device.