Customer satisfaction under heterogeneous services of different self-service technologies

Md Shamim Hossain · Xiaoyan Zhou · Mst Farjana Rahman

16 citations0/0 files storedManagement & Marketing

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Technology Adoption and User Behaviour Health, Technology, Consumer Behavior

Abstract

Abstract This study aims to evaluate the customer satisfaction of different self-service technologies (SST) when different SSTs provide various services. This study compares overall customer satisfaction according to the four types of SSTs (Mobile Channel SST, ATM SST, Telephone SST and online SST) when SSTs provide heterogeneous services. We used both primary and secondary data. Primary data consisted of a survey questionnaire applied to a final sample size of 400 people. Data analysis was performed via ordered logistic regression. The results showed that customer satisfaction on different SSTs for different services positively associate with overall customer satisfaction in the banking sector, and this study finds customer satisfaction of mobile banking (MB) more positively associate than other SSTs with customer satisfaction. This study conducted on one profit-making organization (bank) of Bangladesh. Therefore, the geographic bases of SST contexts limit the extension of our findings. Future investigation is needed for evaluating the customer satisfaction on non-profit organizations and educational sector. Understanding what factors determine customer’s satisfaction in the different services provided by each SSTs contribute to manage and coordinate multiple services delivered by various SSTs and to know the process of improving the customer satisfaction across the services offered. Previous investigations were focusing on the customer satisfaction when provided services and/or SSTs are homogeneous, but this study examines the customer satisfaction when both services and SSTs are heterogeneous. This study significantly impacts both the management and research of developing operations strategies for organizations.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 16 citations exist upstream.

References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1996The Behavioral Consequences of Service Quality 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters 2005Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality 2003Psychological Implications of Customer Participation in Co-Production 2009An empirical examination of factors influencing the intention to use mobile payment 1997Customer voluntary performance: Customers as partners in service delivery

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.