scholarly journals Impact of Self-Service Factors on Custormer Value: How Customer Behavioral Intentions are Formed?

2021 ◽  
Vol 10 (1) ◽  
Author(s):  
Hsiang-Ting Su
Keyword(s):  
Behavioral Intentions ◽  
Self Service ◽  
Service Factors

Service Quality Dimensions Within Technology-Based Banking Services

2013 ◽  
pp. 198-248
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

Service Quality Dimensions Within Technology-Based Banking Services

2011 ◽  
Vol 2 (3) ◽  
pp. 36-83 ◽  
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

The Effects of Customer Perceived Employee Support on Self-Efficacy and Behavioral Intentions

2016 ◽  
Vol 8 (1) ◽  
pp. 1-17
Author(s):  
Shunzhong Liu
Keyword(s):  
Self Efficacy ◽  
Behavioral Intentions ◽  
Social Cognitive ◽  
Cognitive Theory ◽  
Service Industry ◽  
Service Providers ◽  
Employee Support ◽  
Frontline Employee ◽  
Self Service ◽  
The Relationship

The provision of self-service technologies in the service industry has increased rapidly in recent years. Despite the advantages with increased self-service technologies, removing the frontline employee support can influence customer behavioral intentions towards the service providers. According to social support theory and social cognitive theory, this study develops a conceptual model to investigate how and when perceived employee support affects customer behavioral intentions. The model is tested using a factorial between-subjects experimental design in the self-service environment of China's bank. The results show that the relationship between perceived employee support and customer self-efficacy is moderated by forced use and service complexity. Moreover, the results indicate that self-efficacy is a mediator that explains how perceived employee support may come to be associated with customer behavioral intentions towards the service providers.

scholarly journals Pengaruh Atmosferik terhadap Kepuasan dan Niatan Perilaku Konsumen

2016 ◽  
Vol 19 (3) ◽  
pp. 355
Author(s):  
Edi Purwanto ◽  
Deny Deny ◽  
Richa Chandra Tansil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Indirect Effect ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Effect Of Food ◽  
Self Service ◽  
Restaurant Chain

<p><em>We study the atmospheric role at restaurant “X”, a Japanese chain restaurant in numerous Jakarta areas. More specifically, we analyze (1) the effect of atmospherics on service quality; (2) the effect of atmospherics on food quality; (3) the effect of atmospherics on perceived value; (4) the effect of service quality on customer satisfaction; (5) the effect of  perceived value on customer satisfaction; (6) the effect of  food quality on customer satisfaction; (7) the effect of  service quality on behavioral intentions; (8) the effect of  customer satisfaction on behavioral intentions; (9) the effect of  food quality on behavioral intentions, (10) indirect effect of atmospherics on customer satisfaction; and (11) indirect effect of atmospherics on behavioral intentions. We distributed questionnaires to customers of “X” restaurant and received back 283 questionnaires, of which 229 were usable for further analysis. Overall, the findings support all the hypotheses, except hypotheses (4) and  (7), probably because this is a self-service restaurant chain.</em></p><p><em><br /></em></p><p align="center"><strong>Abstrak</strong></p><p align="center"><em><strong> </strong></em></p><p>Penelitian ini dilakukan untuk mengetahui peran atmosferik di restoran “X,” sebuah restoran Jepang yang berada di berbagai area di Jakarta. Penelitian ini menganalisis (1) pengaruh atmosferik terhadap kualitas layanan; (2) pengaruh atmosferik terhadap kualitas makanan; (3) pengaruh atmosferik terhadap nilai yang dirasakan; (4) pengaruh kualitas layanan terhadap kepuasan pelanggan; (5) pengaruh nilai yang dirasakan terhadap kepuasan pelanggan; (6) pengaruh kualitas makanan terhadap kepuasan pelanggan; (7) pengaruh kualitas layanan terhadao niatan perilaku konsumen; (8) pengaruh kepuasan pelanggan terhadap niatan perilaku konsumen; (9) pengaruh kualitas makanan terhadap niatan perilaku konsumen; (10) pengaruh tidak langsung atmosferik terhadap kepuasan pelanggan; dan (11) pengaruh tidak langsung atmosferik terhadap niatan perilaku konsumen. Desain penelitian ini adalah kuantitatif. Kami membagikan kuesioner kepada para pelanggan restoran “X” di Jakarta dan kuesioner yang kembali berjumlah 283, yang mana ada 54 kuesioner yang tidak dapat digunakan, sehingga penelitian ini menggunakan 229 sampel. Setiap indikator terbukti sahih dan setiap variabel terbukti handal. Penelitian ini menemukan bahwa pengaruh atmosferik terhadap kualitas layanan, kualitas makanan, dan nilai yang dirakan secara parsial positif dan signifikan. Pengaruh nilai yang dirasakan dan kualitas makanan terhadap kepuasan pelanggan secara parsial juga positif dan signifikan. Pengaruh kepuasan pelanggan terhadap niatan perilaku konsumen positif dan signifikan. Pengaruh kualitas makanan terhadap niatan perilaku konsumen juga ditemukan positif dan signifikan. Pengaruh tidak langsung atmosferik terhadap kepuasan pelanggan dan niatan perilaku konsumen juga positif dan signifikan. Namun, karena di restoran yang diteliti konsumen mereka melayani diri sendiri, maka kualitas layanan tidak berpengaruh signifikan terhadap kepuasan pelanggan dan niatan perilaku konsumen.<em><br /></em></p>

Understanding Extended Theory of Planned Behavior to Access Backpackers’ Intention in Self-Service Travel Websites

2021 ◽  
pp. 109634802199416
Author(s):  
Shih-Chih Chen ◽  
Din Jong ◽  
Chia-Shiang Hsu ◽  
Chung-Hsuan Lin
Keyword(s):  
Theory Of Planned Behavior ◽  
Planned Behavior ◽  
Behavioral Intentions ◽  
Word Of Mouth ◽  
Behavioral Control ◽  
Critical Mass ◽  
Subjective Norms ◽  
Perceived Behavioral Control ◽  
Travel Websites ◽  
Self Service

By using Web 2.0, backpackers can easily collect travel information and plan their trips. In this study, the theory of planned behavior and the technology acceptance model were integrated with interpersonal influence, electronic word-of-mouth, flexibility, personal innovativeness, and critical mass to measure their effects on behavioral intentions toward self-service travel. A sample of 284 questionnaires was collected via an online survey. The results indicated that attitudes, subjective norms, and perceived behavioral control had significant effects on backpackers’ behavioral intentions. In addition, the perceived usefulness, perceived ease of use, and flexibility of travel websites had significant effects on attitudes toward a given behavior. Moreover, the effects of electronic word-of-mouth, critical mass, and interpersonal influence on subjective norms, and those of self-efficacy and facilitating conditions on perceived behavioral control were significant. Based on these empirical results, theoretical and practical implications for promoting self-service travel websites are proposed.

What Can We Learn From Factorial Surveys About Human Behavior?

Methodology ◽  
2019 ◽  
Vol 15 (1) ◽  
pp. 19-30 ◽  
Author(s):  
Knut Petzold ◽  
Tobias Wolbring
Keyword(s):  
Social Sciences ◽  
Behavioral Intentions ◽  
Actual Behavior ◽  
Full Time ◽  
Factorial Survey ◽  
Survey Experiment ◽  
Intended Behavior ◽  
The Social ◽  
Survey Experiments ◽  
High Level

Abstract. Factorial survey experiments are increasingly used in the social sciences to investigate behavioral intentions. The measurement of self-reported behavioral intentions with factorial survey experiments frequently assumes that the determinants of intended behavior affect actual behavior in a similar way. We critically investigate this fundamental assumption using the misdirected email technique. Student participants of a survey were randomly assigned to a field experiment or a survey experiment. The email informs the recipient about the reception of a scholarship with varying stakes (full-time vs. book) and recipient’s names (German vs. Arabic). In the survey experiment, respondents saw an image of the same email. This validation design ensured a high level of correspondence between units, settings, and treatments across both studies. Results reveal that while the frequencies of self-reported intentions and actual behavior deviate, treatments show similar relative effects. Hence, although further research on this topic is needed, this study suggests that determinants of behavior might be inferred from behavioral intentions measured with survey experiments.

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