Managing Service Quality of Self-Service Technologies to Enhance e-Satisfaction in Digital Banking Context - The Roles of Technology Readiness and Perceived Value

Sakun Boon-itt

2015

Abstract

Perceived service quality, value, and customer satisfaction have long been regarded as the most important research topics in services marketing and service operations literature. Although the self-service technologies (SSTs) are deliberately designed to improve quality and contain necessary information to serve customer needs, service quality of SSTs (SQ-SSTs) has not yet been well achieved up to standards of performance. By integrating the self-service technology adoption and technology acceptance models, this study address SQ-SSTs by empirically testing a comprehensive model that capture the comprehensive model of SQ-SSTs to predict e-satisfaction in the context of digital banking in Thailand. The results show that technology readiness (TR) has the influence on SQ-SSTs, which in turn improve e-satisfaction. The study also found that even though SQ-SSTs can positively influence e-satisfaction, perceived value partial mediates the link between SQ-SSTs and e-satisfaction. The findings contribute to the literature in information system and service marketing by highlighting a key mechanism through which firms can enhance service quality of self-service technologies (SQ-SSTs) and e-satisfaction. Managers may therefore particularly wish to consider technology readiness and customers’ perceived value when trying to offer SSTs.

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Paper Citation


in Harvard Style

Boon-itt S. (2015). Managing Service Quality of Self-Service Technologies to Enhance e-Satisfaction in Digital Banking Context - The Roles of Technology Readiness and Perceived Value . In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-097-0, pages 602-609. DOI: 10.5220/0005351306020609


in Bibtex Style

@conference{iceis15,
author={Sakun Boon-itt},
title={Managing Service Quality of Self-Service Technologies to Enhance e-Satisfaction in Digital Banking Context - The Roles of Technology Readiness and Perceived Value},
booktitle={Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2015},
pages={602-609},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005351306020609},
isbn={978-989-758-097-0},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Managing Service Quality of Self-Service Technologies to Enhance e-Satisfaction in Digital Banking Context - The Roles of Technology Readiness and Perceived Value
SN - 978-989-758-097-0
AU - Boon-itt S.
PY - 2015
SP - 602
EP - 609
DO - 10.5220/0005351306020609