Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies

Shamdasani, Prem; Mukherjee, Avinandan; Malhotra, Neeru

doi:10.1080/02642060701725669

Cited by 172 publications

(155 citation statements)

References 72 publications

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“…This is in line with Dabholkar"s (1996) study that compared alternative service delivery options where he found that customer evaluations of an option and intention to use that option increased due to the potential enjoyment derived from that particular option. Enjoyment, reliability and perceptions regarding speed of delivery had also been found to be significantly impacting service quality perceptions (Shamdasani, Mukherjee, & Malhotra, 2008).…”

Section: Perceived Service Qualitymentioning

confidence: 99%

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Otaibi¹,

Yasmeen²

2014

jebi

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Lack perceived quality in Saudi Arabia has been repeatedly identified as one of the most formidable barriers to people for engaging in customer loyalty.Despite, the widespread establishment of shopping malls all over the country, the statistics revealed that Saudi consumers, although trying grocery shopping in some shopping malls, still prefer to do their grocery shopping activities in traditional grocery stores and convenience stores (Othaim, 2012).This paper provides an overview perceived service quality and customer satisfaction which affect Saudi customer loyalty and it reviews relevant previous studies that investigate the relationships among said three variables. This paper provides the critical remarks and direction for future research.

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Section: Perceived Service Qualitymentioning

confidence: 99%

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Otaibi¹,

Yasmeen²

2014

jebi

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“…The first phase, the case study, helped with construct conceptualization. Studying the construct attributes in a natural setting supported measurement development [25], [26] by providing supplementary sources of evidence for the construct development [27]. The second phase was construct operationalization with the goal of creating pools of items from existing scales and the case study.…”

Section: Methodsmentioning

confidence: 99%

“…The risk in the ideation process is mainly associated with losing the intellectual property right with the collaborators [24]. Another example is performance risk, which refers to the possibility that a new product or service is not performing as it was designed and, therefore, failing to deliver the benefits that were originally intended [25].…”

Section: Co-innovation Behavior and Riskmentioning

confidence: 99%

Perceived Individual Risk of Co-innovation in Collaborative Innovation Networks

Abhari

Davidson

Xiao

2017

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…Several authors have examined the relationship between satisfaction and service quality, particularly when this is influenced by new technologies (Al-Hawari et al, 2009;Bitner, Ostrom, & Meuter, 2002;Johns & Perrott, 2008;LaBarbera & Mazursky, 1983;Marr & Prendergast, 1993;Meuter et al, 2000;Nilsson, 2007;Proenca & Rodrigues, 2011;Shamdasani, Mukherjee, & Malhotra, 2008). Meuter et al, (2000) showed that satisfaction with SSTs is mainly related to the capacity to customise the service; in addition, a secondary benefit that contributes to customer satisfaction is the convenience of being able to produce and consume services when and where customers need them.…”

Section: Moderating Effects Of Self-service Technologies (Ssts)mentioning

confidence: 99%

Key Determinants of Service Quality and Self-Service Technologies in Iranian Banking

Vazifehdoost¹,

Akbarpour²,

Rostami³

et al. 2013

IJMS

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The objective of the current research is investigating the effects of service quality dimensions and self-service technologies on customer satisfaction of the private banking industry of Iran (Ghavamin Bank).Applied method has been used for this research in which the questionnaire method has been utilized in order to gather the required data for describing the research variables and interpreting the relations between them. The Analysis unit in this research is the banking services customers for which 510 people have answered the questionnaires. In order to describe the data, the frequency distribution tables have been used and the structural equations model has been used to describe the data. In so doing, SPSS 18.0 & LISREL 8.54 softwares have been utilized the explanatory factor analysis, confirmatory factor analysis, path analysis, fitting testingin, and model power analysis methods.The results gained due to this research indicate that three factors assurance and responsiveness and tangible physical factors have got direct relations with the customers' satisfaction. Statistically, two factors i.e. reliability and empathy have no meaningful impact on the customers' satisfaction and cannot function as appropriate indexes for predicting the customers satisfaction from the services provided by the bank. Ultimately, the more satisfactory the self-service technologies factors in the bank branches, the more the extensiveness of physical and tangible factors on the customers' satisfaction shall be. Accordingly, the self-service technologies shall positively adjust the physical & tangible effects of the customers' satisfaction.

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Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies

Cited by 172 publications

References 72 publications

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

Perceived Individual Risk of Co-innovation in Collaborative Innovation Networks

Key Determinants of Service Quality and Self-Service Technologies in Iranian Banking

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