IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v38y2018i7-8p446-466.html
   My bibliography  Save this article

A perceived reliability-based customer satisfaction model in self-service technology

Author

Listed:
  • Zapan Barua
  • Wang Aimin
  • Xu Hongyi

Abstract

Technical reliability of self-service technologies (SSTs) has been found to be a strong determinant of satisfaction with tech-enabled services. Yet, the interpretation of the factors affecting reliability and its subsequent influences on customer satisfaction (CS) with SSTs is inadequate. The purpose of this investigation has, therefore, been to demarcate a model to fulfill the gap with an empirical examination, and accordingly a model was developed and tested by applying a global structural equation model. The model results of banking SST users specify how the reliability of SSTs is perceived by the users. The findings have reported that the best predictor of perceived reliability (PRe) is perceived security followed by perceived control. Surprisingly, no significant impact of perceived ease of use was found on PRe. The research also attempted to shed light on the influence of PRe on perceived risk, technology trust, and CS in the light of technology-enabled self-service.

Suggested Citation

  • Zapan Barua & Wang Aimin & Xu Hongyi, 2018. "A perceived reliability-based customer satisfaction model in self-service technology," The Service Industries Journal, Taylor & Francis Journals, vol. 38(7-8), pages 446-466, June.
    • Handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:446-466
    DOI: 10.1080/02642069.2017.1400533
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2017.1400533
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2017.1400533?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yuen, Kum Fai & Wang, Xueqin & Ma, Fei & Wong, Yiik Diew, 2019. "The determinants of customers’ intention to use smart lockers for last-mile deliveries," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 316-326.
    2. Jiang, Yi & Lai, Po-Lin & Yang, Ching-Chiao & Wang, Xinchen, 2023. "Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    3. Chong Li & Yingqi Li, 2023. "Factors Influencing Public Risk Perception of Emerging Technologies: A Meta-Analysis," Sustainability, MDPI, vol. 15(5), pages 1-37, February.
    4. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
    5. Mitra Madanchian & Jay Ariken & Hamed Taherdoost, 2022. "Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service," Post-Print hal-03741852, HAL.
    6. Badghish, Saeed & Shaik, Aqueeb Sohail & Sahore, Nidhi & Srivastava, Shalini & Masood, Ayesha, 2024. "Can transactional use of AI-controlled voice assistants for service delivery pickup pace in the near future? A social learning theory (SLT) perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    7. Asif Mahmood & Shazia Manzoor, 2021. "Which Service Attributes Sway Internet Service Providers? Analysis Through Triangulation Approach," SAGE Open, , vol. 11(4), pages 21582440211, December.
    8. Sara Javed & Md. Salamun Rashidin & Wang Jian, 2021. "Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility," Future Business Journal, Springer, vol. 7(1), pages 1-18, December.
    9. Jang, Yeonju & Park, Eunil, 2020. "Social acceptance of nuclear power plants in Korea: The role of public perceptions following the Fukushima accident," Renewable and Sustainable Energy Reviews, Elsevier, vol. 128(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:38:y:2018:i:7-8:p:446-466. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.