Effects of sense of control and social presence on customer experience and e-service quality

Abstract

This study considers sense of control and social presence as major design attributes and explores their influence on customers’ affective responses and cognitive evaluations of e-services. In an experimental study, we constructed a hypothetical news portal offering varying levels of user control and social presence. Statistical analyses of the data indicate that websites designed to provide a greater sense of control and social presence result in greater pleasure and arousal among users, more positive evaluations of e-service quality, and stronger revisit intentions for the e-service platform. A well-designed website interface with an appropriate social presence and customizable interface appears to create an optimal online environment for offering desirable service experiences and thereby retaining customers.

Working Together with Conversational Agents: The Relationship of Perceived Cooperation with Service Performance Evaluations

“…It should still be noted that perceiving the agent as more cooperative was indeed associated with higher levels of social presence. However, in contrast to previous studies (e.g., [27] [44]), social presence perceptions were not seen to be reflected in customers' service evaluations, at least as a mediator for cooperation. These results, on the one hand, provide another level of nuance to previous empirical evidence that highlights the importance of social presence positive in traditional online service systems (e.g., [14] [19]).…”

“…Lee, Jung, Kim, and Kim [32] indicate that social presence influences how users evaluate an agent in general. Other researchers [27][44] provided evidence for the role of social presence when evaluating agents in the context of service interactions, explaining that social presence is often perceived as a meaningful factor for determining positive evaluations. Accordingly, we propose that, in the context of customer services, social presence will also mediate the relationship between perceived cooperativeness and service evaluations, leading to the following hypothesis: H7: The perceived social presence of the agent will mediate the relationship between perceiving the agent as more cooperative and the perceived service performance.…”

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

“…Perceived security considered that customer will use the website for transactions (Kim et al, 2010). All the hypotheses H2, H4, H5, H7 and H9 are significant and well supported by previous studies (Chang, & Chen, 2009;George & Kumar, 2013;Hsu et al, 2017;Kang & Lee, 2018;Wang et al, 2015). Perceived ease of use is having lowest beta value because in the present era most of the people are computer literate or using the smartphones so well versed in operation and thus low importance to ease of use associated with satisfaction.…”

“…Service quality can be defined in terms of service reliability, efficiency, responsiveness, etc., and previous studies suggested that service quality dimensions are keys to provide satisfactory services to the customers in an online purchasing (Gupta & Bansal, 2012;Kadir et al, 2011;Khan et al, 2009). The users who have previous good experience with any of the e-commerce websites or general web portal are more interested in visiting it again (Kang & Lee, 2018). Previous empirical studies presented the significant and positive association between service quality and customer satisfaction and service quality considered as the determinant of customer satisfaction (Culiberg & Rojsek, 2010;Yang et al, 2004;Yavas et al, 2004).…”

E-retailer cognitive and emotional relationship quality: their experiential antecedents and differential impact on brand evangelism

“…Social presence was also found to be a key factor in explaining motives and motivations of behaviors and choices of the online shoppers and had a significant effect on building trust and reducing uncertainty (Dash and Saji, 2008). Websites that had a greater social presence led to higher levels of pleasure and arousal among site visitors, more positive assessments of e-service quality and stronger revisit intentions (Kang and Lee, 2018).…”