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Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector

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  • Masood Ul Hassan
  • Muhammad Shahid Iqbal
  • Ume Habibah

Abstract

Self-service technologies (SSTs) fervently impact customer’s interaction with service firms to foster positive outcomes. This study intends to inspect the impact of SSTs service quality on loyalty and behavioral intention of Pakistani SSTs users directly and indirectly through technology trust. By using an anonymous survey questionnaire, this study collected the data from a sample of 421 mobile banking application users. This study applied structural equation modeling (SEM) by using the AMOS. Results revealed the partial mediation of technology trust between SSTs service quality and behavioral intention and loyalty. Finally, this study also provided theoretical and practical implications as well as limitations and directions for future research.

Suggested Citation

  • Masood Ul Hassan & Muhammad Shahid Iqbal & Ume Habibah, 2020. "Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    • Handle: RePEc:sae:sagope:v:10:y:2020:i:2:p:2158244020924412
    DOI: 10.1177/2158244020924412
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    References listed on IDEAS

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    Cited by:

    1. Hyeon-Sook Shim & Sang-Lin Han & Joseph Ha, 2020. "The Effects of Consumer Readiness on the Adoption of Self-Service Technology: Moderating Effects of Consumer Traits and Situational Factors," Sustainability, MDPI, vol. 13(1), pages 1-17, December.
    2. C. C. Sreelakshmi & Sangeetha K. Prathap, 2024. "Effect of COVID-19 health threat on consumer’s perceived value towards mobile payments in India: a means-end model," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 763-787, September.

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