e-SELFQUAL: A scale for measuring online self-service quality

Ding, Xin; Hu, Paul Jen-Hwa; Sheng, Olivia R. Liu

doi:10.1016/j.jbusres.2010.04.007

Cited by 171 publications

(172 citation statements)

References 37 publications

(72 reference statements)

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“…According to Zhu et al (2013), the risks of malfunctioning SSTs include dissatisfaction and loss of sales. Also Ding et al (2011) found a relationship between self-service accuracy and customer satisfaction, while Dabholkar (1996) found that reliability and accuracy are relevant for evaluating technology-based self-service options.…”

Section: Reliabilitymentioning

confidence: 99%

“…Thus, it is important to understand not only the motives that drive consumers to use SSTs in general, and supermarket self-service checkouts in particular, but also their potential impact on consumers' assessments associated with the post-usage of SSTs and their experience with a company, such as service quality, customer satisfaction, and future intentions (Beatson et al 2006;Wang 2012). It is well established that customer satisfaction can affect customer retention (Meuter et al 2000) and that satisfaction in a self-service experience is a determinant for future use (Ding et al 2011). If the use of self-service checkouts generates customer satisfaction-i.e., if consumers are pleased with the performance of SSTs based on attributes they consider important-this may have an impact on consumers' intention to patronize the store (Weijters et al 2007), thus representing a feature differentiating a retailer from its competitors (Marzocchi and Zammit 2006;).…”

Section: Enjoymentmentioning

confidence: 99%

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The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

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Self-service technologies (SSTs) are defined as technological interfaces that enable customers to produce a service without direct employee involvement. Among various SSTs, self-checkouts are being tested by grocery stores across the world. However, while most studies focus on SST adoption, there is limited research on its impact on service quality, customer satisfaction, and retention. Our study investigates consumers' assessments of self-checkout in a retail outlet, and its influence on post-usage intentions. The study presents a causal model in order to determine (i) whether consumers evaluate service quality for self-checkout based on five different attributes: speed, ease-of-use, control, reliability, and enjoyment; (ii) whether the evaluation of service quality differs according to demographics and usage frequency; and finally (iii) if service quality delivered by self-checkout relates to overall customer satisfaction and retail patronage. We conclude that successful use of self-checkout may ''tie'' consumers to a provider, representing a feature that differentiates a retailer from competitors.

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Section: Reliabilitymentioning

confidence: 99%

Section: Enjoymentmentioning

confidence: 99%

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

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“…(Petter et al, 2008) Satisfação dos contribuintes. (Ding, Hu, & Sheng, 2011) Serviço por internet rápido. (A. M. N. Nascimento et al, 2011) Gerenciamento eficiente do fornecimento de serviços.…”

Section: Qualidade Do Serviçounclassified

“…(Ding et al, 2011) Continua Continuação Construtos Itens identificados na literatura Itens encontrados em campo Fonte:…”

Section: Qualidade Do Serviçounclassified

Sucesso de Sistemas de Informações na Administração Pública: Proposta de Um Modelo Exploratório

Oliveira

Ferreira

Carneiro

et al. 2015

FSRJ

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RESUMOOs investimentos em Sistemas de Informação (SI) estão aumentando cada vez mais, e consequentemente, persiste a relevância dos estudos sobre sucesso de SI. Delone e Mclean (2003) elaboraram um modelo de sucesso de SI, e esse modelo é referência para as pesquisas da área, porém, na perspectiva do setor público, ainda são raros os estudos. Nesta pesquisa buscou-se propor um modelo exploratório de sucesso de SI na Administração Pública, a partir da identificação de itens em cada construto do modelo original de Delone e McLean (2003), por meio de estudos de casos múltiplos em três prefeituras e uma câmara municipal do Cone Sul do estado de Rondônia. Com base na pesquisa empírica, constatou-se que os fatores de sucesso de SI na Administração Pública Municipal se aproximam daqueles apontados na literatura revisada, porém, com algumas particularidades do setor público. Um modelo de fatores e itens de sucesso de SI, do confronto entre literatura e os dados empíricos, é apresentado ao final.

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“…With the emergence of online services, other scales were developed for measuring online service quality, like E-S-Qual (Parasuraman et al, 2005), E-A-S-Qual (Kim et al, 2006), WebQual (Loiacono et al, 2000), PIRQUAL (Francis and White, 2002). e-SELFQUAL (Ding et al, 2011), etc. This study aims to contribute in the measurement of online service quality offered by a public education institution using a modified E-S-Qual scale.…”

Section: Introductionmentioning

confidence: 99%