The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services

Ding, Xin; Hu, Paul Jen-Hwa; Verma, Rohit; Wardell, Don G.

doi:10.1177/1094670509350674

Cited by 120 publications

(24 citation statements)

References 53 publications

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“…It means if MOOC users experience flow while using MOOC, then that would lead to their satisfaction. The same phenomenon is observed in related contexts such as realistic performing art, online financial services, online shopping, and e-learning (Ding et al, 2010;Hsu et al, 2012;Rose et al, 2012;Choi et al, 2016). With support for this phenomenon in the MOOC context, this finding makes a contribution to the body of knowledge about flow experience.…”

Section: Interpretation Of Findingssupporting

confidence: 70%

“…Flow experience is found to have an impact on satisfaction (Ding, Hu and Wardell, 2010;Hsu, Chang and Chen, 2012;Rose et al, 2012;Choi et al, 2016). It is also found to have impact on intention to use distance learning system (Liao, 2006), world wide web (Agarwal and Karahanna, 2000), mobile TV (Zhou, 2013a), instant messaging (Lu, Zhou and Wang, 2009), mobile banking (Zhou, 2012) and mobile games (Zhou, 2013b).…”

Section: Outcome Variablesmentioning

confidence: 96%

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Antecedents and outcomes of flow experience of MOOC users

Mulik

Srivastava

Yajnik

et al. 2019

JIEB

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Purpose This paper aims to develop and empirically test a model of relationships between antecedents and outcomes of flow experience of users of massive open online courses (MOOC). Design/methodology/approach The researchers surveyed individuals primarily from India, who had enrolled in at least one MOOC offered by MOOC providers such as Coursera, edX and FutureLearn. The data were collected from 310 individuals using an online questionnaire. The partial least squares technique of structural equation modeling (PLS-SEM) was used to test the reliability and validity of the data, and the study’s hypothesized relationships. Findings The study found support for identification of telepresence, challenge and skill as antecedents of flow experience. MOOC satisfaction and MOOC usage intention were found to be the outcomes of flow experience, as hypnotized. The study also found the mediating role of MOOC satisfaction in the relationship of flow experience and MOOC usage intention. Practical implications The findings indicate that if the MOOC providers can orchestrate flow experience for MOOC users then that will increase the satisfaction of MOOC users, which will lead to increase in MOOC adoption. Originality/value The study makes the contribution towards better understanding of flow experience in the context of MOOC usage by identifying both antecedents and outcomes of flow experience. Further, it highlights the influencing role of flow experience on MOOC adoption.

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Section: Interpretation Of Findingssupporting

confidence: 70%

Section: Outcome Variablesmentioning

confidence: 96%

Antecedents and outcomes of flow experience of MOOC users

Mulik

Srivastava

Yajnik

et al. 2019

JIEB

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“…For this study, dimensions of service quality can be used as independent variables, because they play an important role in the academic success of undergraduates and raising the reputation of universities. Several research papers have indicated that positive perceptions of service quality have a significant influence on satisfaction (Alves & Raposo, 2010), and that positive perceptions of service quality have a significant influence on commitment (Ding, Hu, Verma, & Wardell, 2010;Rodríguez-Izquierdo, 2020).…”

Section: The Impact Of Service Quality On Satisfactionmentioning

confidence: 99%

A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University

LEE¹,

SEONG²

2020

JAFEB

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The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

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“…Additionally, the literature on customer experience exhibits less research that integrates and examines the relationships among the constructs adopted in this study, especially the mediating roles of both perceived hedonic and utilitarian value. Prior research either studied the relationship among these constructs in isolation or with different constructs (see for instance Shaw & Ivens, 2005;Ding et al, 2010;Johnston & Clark, 2008;Meyer, 2007), bringing to bear, the importance for fresher empirical examination, for validation and theory building. Further, the current research contributes to knowledge by presenting outcomes that evaluates multiple interdependencies among the variables used as well as utilizing data from the restaurant setting.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

Customer Experience and Behavioral Intentions: The Mediation Role of Customer Perceived Value

Amenuvor¹,

Owusu-Antwi

Basilisco

et al. 2019

int.jour.sci.res.mana.

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The overarching aim of this research is to empirically test the effect of customer experience on customer perceived value and behavioral intentions while assessing the mediating role of customer perceived value. To achieve this aim, we collect data from 338 customers of restaurants in South Korea. The hypotheses intended to achieve this aim are tested using the structural equations modeling technique. The outcome of the research reveals that customer experience positively and significantly affects behavioral intentions. Additionally, customer experience has a significant positive effect on both hedonic and utilitarian value respectively. Hedonic value positively and significantly predicts behavioral intents while utilitarian value is negative but significantly related to behavioral intentions. The study further finds support for a mediating effect of hedonic value on the relationship between customer experience and behavioral intentions. The current study provides managerial and theoretical insights into understanding customer experience management, customer perceived value, and customer behavioral intentions.

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The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services

Cited by 120 publications

References 53 publications

Antecedents and outcomes of flow experience of MOOC users

Antecedents and outcomes of flow experience of MOOC users

A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University

Customer Experience and Behavioral Intentions: The Mediation Role of Customer Perceived Value

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