Please use this identifier to cite or link to this item:
|Title:||Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies|
|Authors:||Shamdasani, P. |
|Citation:||Shamdasani, P., Mukherjee, A., Malhotra, N. (2008). Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal 28 (1) : 117-138. ScholarBank@NUS Repository. https://doi.org/10.1080/02642060701725669|
|Abstract:||Advances in technology coupled with increasing labour costs have caused service firms to explore self-service delivery options. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of service quality in consumer evaluation of technology-based self-service options. By integrating and extending the self-service quality framework the service evaluation model and the Technology Acceptance Model the authors address this emerging issue by empirically testing a comprehensive model that captures the antecedents and consequences of perceived service quality to predict continued customer interaction in the technology-based self-service context of Internet banking. Important service evaluation constructs like perceived risk, perceived value and perceived satisfaction are modelled in this framework. The results show that perceived control has the strongest influence on service quality evaluations. Perceived speed of delivery, reliability and enjoyment also have a significant impact on service quality perceptions. The study also found that even though perceived service quality, perceived risk and satisfaction are important predictors of continued interaction, perceived customer value plays a pivotal role in influencing continued interaction.|
|Source Title:||Service Industries Journal|
|Appears in Collections:||Staff Publications|
Show full item record
Files in This Item:
There are no files associated with this item.
checked on Mar 20, 2019
WEB OF SCIENCETM
checked on Mar 5, 2019
checked on Feb 2, 2019
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.