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

Zapan Barua, Wang Aimin and Xu Hongyi

The Service Industries Journal, 2018, vol. 38, issue 7-8, 446-466

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.

Date: 2018
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Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:38:y:2018:i:7-8:p:446-466

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DOI: 10.1080/02642069.2017.1400533

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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