No open-access location is known for this record yet.
No open-access location is known for this record yet.
Our research goal is to offer an e-service quality model based on experience and multidimensional quality and compare its applicability for e-services to find differences and similarities in consumer perceptions and behavioral intentions.Additionally, we seek to compare attributes that compose quality dimensions for hybrid and digital e-services.The study was based on an online survey conducted in July-September 2019 among citizens and foreign residents in the Russian Federation.Respondents had to answer questions concerning a specific e-service brand to capture real consumer behavior.The data of 365 questionnaires were analyzed using the Spearman correlation to determine the relationship between the model components.Customer experience is a valid outcome variable in the e-service model that strongly influences customer satisfaction and repurchase intentions.The model proved to be equally valid for hybrid and digital e-services.The key differences between digital and hybrid e-services lie within the distribution of e-service attributes between quality dimensions.Ease of use and perceived usefulness are the most essential attributes that have a direct influence on customer satisfaction.The findings show the necessity of best practices diffused between different types of e-services and present an opportunity to widely spread research findings between different e-service sectors.
Loading…
Stored only when both papers are in the corpus — 40 citations exist upstream.
Papers that cite the same references — the relational fallback while embeddings are still backfilling.
Imported from OpenAlex (CC0) — nothing here is generated.