The Effect of Kiosks Service Quality and Kiosk Product Quality on Customer Satisfaction

Nitchara Saeheng

ERES from European Real Estate Society (ERES)

Abstract: Purpose – This study attempts to examine the impacts of the kiosk service quality dimension (that is, personal Interaction, policy, physical aspects, reliability and problem solving) and the kiosk product quality dimension (including features, aesthetics and customer-perceived quality) on customer satisfaction. It focuses on the kiosks in shopping centers in Thailand.Design/methodology/approach – The study adopted well-known theory of retail service quality and product quality. A survey was conducted with the samples that have experience in shopping with kiosk. Data were collected through the online questionnaire. The total of 216 respondents participated.Findings – The results from the regression analysis showed four dimensions, namely personal interaction, policy, product aesthetics and customer-perceived quality had a direct relationship with customer satisfaction with kiosk. Practical implications – Findings provide practical information to mall managers by understanding that what kiosk’s characteristics positively affect shopper satisfaction. Thus, mall managers need to pay more attention to these dimensions for choosing kiosk in the mall. In addition, kiosk owners can apply this study to improve their performance.Originality/value – There is no research to examine the impacts of the kiosk service quality dimension and the kiosk product quality dimension on Thai customer satisfaction. The findings of this study can help kiosk to improve the performance for surviving in shopping centers. And this helps shopping center to reduce the cost of finding new kiosks. Furthermore, mall managers can use this results for choosing kiosk that meet shopper satisfaction.Paper type – Research paper

JEL-codes: R3 (search for similar items in EconPapers)
Date: 2014-01-01
New Economics Papers: this item is included in nep-mkt and nep-sea
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