Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction

Anne Marianne Seck · Jean Philippe

103 citations0/0 files storedService Industries Journal

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Consumer Retail Behavior Studies

Abstract

This article studies service quality and customer satisfaction in a context of multi-channel service distribution. The objective is to identify quality factors influencing the overall satisfaction of a multi-channel customer. A quantitative study was conducted among 445 customers mainly targeted on users of the traditional physical channel and online channel of a French retail bank. Using structural equation models with AMOS, the results show that perceived service quality in the virtual channel, perceived service quality in the traditional channel, and multi-channel integration quality have a positive influence on the overall satisfaction of the multi-channel customer.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988Structural equation modeling in practice: A review and recommended two-step approach.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1979A Paradigm for Developing Better Measures of Marketing Constructs 1992Measuring Service Quality: A Reexamination and Extension 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 1993The Antecedents and Consequences of Customer Satisfaction for Firms

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