A study on the effects of service convenience and service quality on maintenance revisit intentions

Chang, Mong-Yuan; Chen, Kuanchin; Pang, Chuan; Chen, Chien‐Min; Yen, David C.

doi:10.1016/j.csi.2012.08.002

Cited by 26 publications

(14 citation statements)

References 20 publications

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“…Roy et al [35] examine the moderating role of service convenience in relation to the relationship of service quality, service fairness, and different forms of customer engagement behaviors. Moreover, Chang et al [36] look into service convenience and service quality in relation to their effect on future return intentions. Such a relation remains nearly stable, even if service convenience is used as a moderator.…”

Section: Service Conveniencementioning

confidence: 99%

The Relationships between Corporate Credibility, Service Convenience, and Consumers’ Use Intentions: Toward Ticketing Apps for Low-Cost Carriers

Chen¹,

Chang

Chen

et al. 2019

Sustainability

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This study explored behavioral models based on low-cost carrier customers’ use of a ticketing app. Technology readiness, service convenience, and corporate credibility were evaluated in the model. A total of 815 valid responses were collected from customers of Tigerair, Taiwan, who had flown from one of the two major international airports in Taiwan. With technology readiness regarded as the grouping variable, the results indicated that corporate credibility significantly affected customers’ intentions to use the app, whereas the effects of service convenience on the technology exploration, technology contradiction, and the technology insecurity groups varied. Finally, this paper presents a discussion of management implications and suggestions for future studies.

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Section: Service Conveniencementioning

confidence: 99%

The Relationships between Corporate Credibility, Service Convenience, and Consumers’ Use Intentions: Toward Ticketing Apps for Low-Cost Carriers

Chen¹,

Chang

Chen

et al. 2019

Sustainability

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“…A Euclidean formula has been used to calculate the distances. Assume that the set of objects is defined as X= {x i , i=1,, N} and µ j represents the center of cluster k j , j=1,, K. Then, the function G is defined as: (11) Where α ij is 1 if the object x i is assigned to the cluster k j . This algorithm starts with initially K centroids and updates them based on the newly added objects until the value of function G reaches the pre-specified threshold and stops the reassignment process of objects.…”

Section: Clustering Of Consumer Electronics Based On Difficulties In mentioning

confidence: 99%

“…lack of repair manuals, inappropriate repair tools, and unavailability of spare parts. Whatever the repair issues are, consumers expect that their broken products will be repaired fairly quickly and accurately for a reasonable cost [11]. However, there might be a risk that the repair shops come into conflict with the clients since they sometimes do not elucidate what outcomes may possibly be associated with the repair process.…”

Section: Introductionmentioning

confidence: 99%

The current status of the consumer electronics repair industry in the U.S.: A survey-based study

Sabbaghi

Cade²,

Behdad

et al. 2017

Resources, Conservation and Recycling

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Consumer electronics are turning into consumable devices nowadays, and consumers generally show little inclination to repair broken products due to the lack of repair infrastructures and relative high repair costs. On the other hand, technical, operational, and economic barriers impede the growth of repair businesses. In this paper, we provide a look into the repair industry through an analysis of a survey conducted by a third-party repair service provider. 2170 repair technicians have participated in a survey consisting of 23 questions about repair challenges in their profession. At first, we take a look at the economic barriers that dissuade consumers from repairing products. Next, a demand-based repair service pricing framework is introduced. The optimal pricing levels are found based on the consumers' repair demand. Finally, other aspects of repair businesses, e.g. repairability degree of consumer electronics and consumer expectations of repair services, are thoroughly investigated. As an example of findings, different types of consumer electronics are clustered based on the associated repair difficulties. Moreover, some insights are provided to promote the repair businesses.

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“…As students are the customers of the Higher Education (HE) system, the component of the service quality is very crucial and it has to be evaluated for every information system available (Suhaimi, Talib, Bachok and Saleh, 2018;Chang, et al, 2013). Since the development of SAIS provides many benefits to the institution, the need to get the customer's perception towards quality of service offered is essential.…”

Section: Introductionmentioning

confidence: 99%

“…Since the development of SAIS provides many benefits to the institution, the need to get the customer's perception towards quality of service offered is essential. Moreover, the role of service convenience has emerged to be an integral part of a complete service package (Chang, et al, 2013).…”

Section: Introductionmentioning

confidence: 99%

SAIS Service Quality and Student’s Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience

Humaidi

Shahrom

Jaafar

et al. 2019

Foundations of Management

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Student Activity Information System (SAIS) was developed with the aims to efficiently record the applications of student’s activity at the Faculty of Business and Management (FBM), Universiti Teknologi MARA (UiTM) Selangor, Malaysia and to assist the administrator to manage the students’ activities effectively. By using different e-service quality dimensions, this study proposed a higher order factor of SAIS Service Quality with an attempt to determine a moderating effect of SAIS Service Convenience between the relationship of SAIS Service Quality and Student’s Satisfaction. Quantitative data was gathered from 94 SAIS users and the data were analyzed by using SmartPLS 3.0. The analysis result showed that SAIS Service Quality and SAIS Service Convenience were positively influenced the student’s satisfaction. Moreover, the result also revealed that the higher order factor of SAIS Service Convenience was not to moderate the relationship between the SAIS Service Quality and Student’s Satisfaction. From the Higher Education (HE) perspective, this study provides an empirical validation of the Information System Service Quality Model particularly in the context of SAIS. Hence, the improvement of the e-service quality is essential for future enhancement of existing information systems in the higher education institutions.

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A study on the effects of service convenience and service quality on maintenance revisit intentions

Cited by 26 publications

References 20 publications

The Relationships between Corporate Credibility, Service Convenience, and Consumers’ Use Intentions: Toward Ticketing Apps for Low-Cost Carriers

The Relationships between Corporate Credibility, Service Convenience, and Consumers’ Use Intentions: Toward Ticketing Apps for Low-Cost Carriers

The current status of the consumer electronics repair industry in the U.S.: A survey-based study

SAIS Service Quality and Student’s Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience

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