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

Masood Ul Hassan, Muhammad Shahid Iqbal and Ume Habibah

SAGE Open, 2020, vol. 10, issue 2, 2158244020924412

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.

Keywords: self-service technology; technology trust; loyalty; behavioral intention; mobile banking applications (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:10:y:2020:i:2:p:2158244020924412

DOI: 10.1177/2158244020924412

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