Impact of Technical Support on Customer Satisfaction

Abstract

Technical support through co-creation of value in automotive paint processes and activities is essential to the success of paint manufacturing companies. This study aimed to explore the impact of technical support on customer satisfaction through value-in-use in the automotive paint market. A quantitative questionnaire survey involving a convenience sample of 169 respondents was used for data collection. The questionnaire design bore on the SERVPERF instrument with embedded value-in-use attributes. The data were analyzed by using SPSS 21 statistical methods exploratory factor analysis (EFA) and multiple regression analysis (MRA). The findings of this study revealed that the key value-in-use attributes were relationship quality (trust), knowledge required for providing help in getting maximum product benefits, sharing of knowledge, and a range of product and service offerings that satisfy customer needs. Trust had the greatest impact on customer satisfaction. The results also revealed that service quality dimension assurance exerted the greatest positive impact on customer satisfaction.

E-Wallet in Technology Readiness Index Perspectives and Technical Support

“…For all measurement items, a five-point Likert scale was used with anchors ranging from strongly disagree (1) to strongly agree (5). This study analyzed the following two dimension of the technology readiness index: reliability (2 items), assurance (6 items), and optimism (5 items) and innovativeness (6 items), and two dimensions of technical support: reliability (5 items), assurance (3 items) which were modified from Gajic & Boolaky [19] for technical support and Parasuraman & Colby [21] for technology readiness and two items for dependent variable intention to use were adapt from Venkatesh [3]…”

“…This assurance is related to the competence of people in certain fields of work. Assurance also includes the credibility of people in carrying out certain fields of work and courtesy [19] [20]. In a study conducted by Mariska (2016), it was found that assurance did not affect the intention to use e-wallets.…”

“…Besides, researchers also agree that the need for companies to create new business value for their customers is unavoidable at this time [10], especially in the use and creation of technology that makes it easier for consumers to reach and use their products. For this reason, negative perspectives that may arise from the technology adoption process must be resolved with the help of technical support from goods/service providers [11]. Therefore, the researcher wants to see how the collaboration between the dimensions of technological readiness in a positive perspective (innovation and optimism) with the existence of technical support provided by e-wallet service providers in increasing the creation of business value for customers to influence their behavior in using e-wallets.…”

“…Furthermore, details that among the five aspects of service quality, the ones that contain the most valuable attributes of technical support (knowledge and customer relationships) are assurance and reliability [11]. Therefore, this study aims to see the influence between the variables of optimism, innovation (positive perspective of technological readiness) and variables of assurance and reliability as a form of technical support provided by companies for consumers to make it easier to use their products.…”

Factor affecting user satisfaction in agricultural e-commerce applications: Facing the new normal

“…Chen and Wu (2017) state that consumers are interested in making online purchases at stores that claim to deliver food within 30 minutes. Gajic and Booklaky (2015) explain that good service can have a positive and significant impact on satisfaction. This condition is caused by the expectation of consumers to continue to be noticed by the company when the transaction is made.…”