Self-Service Technology Service Quality
Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
Bibliographic Data
| ID | 3570938 |
|---|---|
| Authors | Masood Ul Hassan (0000-0003-2889-0263, Bahauddin Zakariya University), Muhammad Shahid Iqbal (0000-0001-6164-6559, Bahauddin Zakariya University, corresponding author), Ume Habibah (0000-0003-0341-1510, Air University) |
| Year | 2020 |
| Volume | 10 |
| Issue | 2 |
| Publication date | 2020-04-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | SAGE Open (JOURNAL) |
| Journal identifiers | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/2158244020924412 |
| OpenAlex | W3035976847 |
| Language | EN |
| Citations received | 2 |
| References cited | 128 |
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
Business · Loyalty · Loyalty business model · Mediation · Service quality · Sociology · Structural equation modeling · Technology Acceptance Model · Usability · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Technology Adoption and User Behaviour · Marketing
Trust in a specific technology
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Customers’ cognitive, emotional, and actionable response to the servicescape
Distinguishing anger and anxiety in terms of emotional response factors.
Self-Service Technologies
Lower bounds on sample size in structural equation modeling
What drives impulse buying behaviors in a mobile auction? The perspective of the Stimulus-Organism-Response model
Integrating technology readiness into technology acceptance
Empirical testing of a model of online store atmospherics and shopper responses
Choosing among Alternative Service Delivery Modes
On-line trust
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
The Impact of Technology on the Quality-Value-Loyalty Chain
Atmospheric qualities of online retailing
Stimulus‐Organism‐Response Reconsidered
eTailQ
Service-dominant logic
From Intentions to Actions
The theory of planned behavior
User Acceptance of Information Technology
Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology
User Acceptance of Computer Technology
An Integrative Model of Organizational Trust
Required Sample Size to Detect the Mediated Effect
Application of AIC to Wald and Lagrange Multiplier Tests in Covariance Structure Analysis
Marketing mix, customer value, and customer loyalty in social commerce
The value of online surveys
The effect of perceived trust on electronic commerce
Consumer Responses to Advertising
The moderator–mediator variable distinction in social psychological research
Motion Picture-Induced Visual, Vocal and Celebrity Effects on Tourism Motivation
The moderator-mediator variable distinction in social psychological research
Exploring Consumer Behavior in Virtual Reality Tourism Using an Extended Stimulus-Organism-Response Model
When moderation is mediated and mediation is moderated
| Citations per year | 0.67 |
|---|---|
| Citation span | 2023 - 2025 (3) |
| Highly cited | No |