Personal Interaction Encounter, Customer Involvement, Familiarity and Customer Service Experience in Malaysian Public Universities

Mamat, Mazlina; Haron, Mahmood Sabri; Razak, Nurhanan Syafiah Abdul

doi:10.1016/j.sbspro.2014.04.034

Cited by 5 publications

(4 citation statements)

References 28 publications

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“…Finally, the adoption of technology can be influenced by users' related experiences [32,33,56]. Shih and Veatesh (2004) emphasized the effects of experience as one of the factors that accelerated the diffusion of innovations [57].…”

Section: Factors Influencing Smart Home Adoptionmentioning

confidence: 99%

Smart Home Adoption: The Impact of User Characteristics and Differences in Perception of Benefits

Chang

Nam

2021

Buildings

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Despite the various benefits offered by smart homes, they have not yet been widely adopted by mainstream users. This study was designed to identify user perceptions in the association between smart home service preference and adoption and to identify factors affecting the adoption and service preferences of smart homes. In order to achieve the goal of the study, an online survey was conducted among 400 potential users in the Republic of Korea. The main findings are as follows: First, there were considerable needs for the services that can support the independent lives of residents, such as safety and convenience services, among all age groups. Second, the study findings suggested that those who preferred environmental control service most were more likely to become relatively active adopters. Third, a significant association between the preference for smart home services and the intention to use was identified. Finally, the study findings suggested that the number of service preferences and adoption was not directly proportional. The findings reported in this study can improve the overall understanding of the process of adopting smart homes, and can provide important insights into user-centered strategies to promote the adoption of smart home services.

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Section: Factors Influencing Smart Home Adoptionmentioning

confidence: 99%

Smart Home Adoption: The Impact of User Characteristics and Differences in Perception of Benefits

Chang

Nam

2021

Buildings

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“…In this sense, Wang et al [13] and Zhao et al [22] underline the key role played by service staff in implementing delighting services and inducing the customer participation process. Also, others authors like Mamat et al [23] recognize the positive influence of staff interaction, familiarity, and customer involvement on customer service experience.…”

Section: Service Delivery's Role In Remarkable Customer Experiences Ementioning

confidence: 97%

Exploring the Role of Service Delivery in Remarkable Tourism Experiences

Rivera

Sampaio

et al. 2019

Sustainability

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The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer's happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.for new experiences [7]. Despite differences related to customer-oriented services, many companies in sectors characterized by higher offer availability, such as tourism, try to know the current most effective way to win the battle. In such cases, services need to manage customer behaviors to become authentic. Thus, customer delight (CD) has been studied in different scenarios describing the positive state reached by customers having memorable experiences [8].While satisfaction results from a process where a customer compares their expectations of performance to their perceptions of performance and finds these two within the tolerance zone, delight is considered an extreme level of satisfaction, where expectations are exceeded beyond the tolerance zone. According to Parasuraman [9], the tolerance zone establishes the difference between the desired service level and the level of service considered adequate. Both concepts share a clear similarity in the dominant role of the disconfirmation theory, which states that delight is a natural evolution from satisfaction [10]. Thus, Torres [11], whose study was founded on psychology literature, defines the difference between customer satisfaction (CS) and CD, underlining that delight is more affective, whereas satisfaction is more attitudinal. Furthermore, in comparison with satisfaction, delight has a higher impact on post-consumption behaviors, such as loyalty [10].Customers perceive the same service in different ways depending on their previous experiences, cultural factors [12], or need's hierarchy [13]. A customer's delight perception of a service may even diverge from what the servi...

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“…Mamat, Haron, and Razak (2014 [50]) suggested that to develop a positive customer experience, the service provider must be very intimate with the customers, and the interrelationship between them should be very efficient so that customers can recieve the same services they require from the company. If all those criteria are met, customers will have a certain experience with the service, which will drive customer loyalty and satisfaction.…”

Section: H1 Service Quality Positively Affects Customers' Satisfactionmentioning

confidence: 99%

“…Most of the studies show that customer experiences and customer satisfaction are positively correlated [50][51][52][53]. Numerous studies indicate that customers tend to be more satisfied with an organisation, particularly when they have a more positive experience with the company [51,54,55].…”

Section: H1 Service Quality Positively Affects Customers' Satisfactionmentioning

confidence: 99%

Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?

Bashir,

Haque,

Salamzadeh

et al. 2023

FinTech

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The banking sectors are optimistic that electronic banking (E-banking) will help them provide better customer service and strengthen customer relationships. Despite this, a relatively low priority has been given to the level of satisfaction that E-banking users in Bangladesh have regarding the quality of the services they receive and their overall experiences. Consequently, this study aims to determine the effect of service quality and customer experiences on the level of satisfaction perceived by E-banking customers in Bangladesh. Using a convenience sampling technique and a self-administered questionnaire, we gathered data from 315 E-banking customers. The independent variable (service quality and customer experience) and dependent variable (customer satisfaction) on a five-point “Likert-Type Scale” explain the degree to which participants agree or disagree with the questionnaire’s statements. Covariance-based structural equation modeling (CB-SEM) was utilised to analyse the gathered data. The findings of this study indicate that service quality and customer experience significantly positively affect E-banking customer satisfaction in Bangladesh. The outcomes of this study will urge the banking authorities to prioritize service quality to boost customer satisfaction by suggesting several steps to improve the efficiency, effectiveness, and security of the E-banking system.

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Personal Interaction Encounter, Customer Involvement, Familiarity and Customer Service Experience in Malaysian Public Universities

Cited by 5 publications

References 28 publications

Smart Home Adoption: The Impact of User Characteristics and Differences in Perception of Benefits

Smart Home Adoption: The Impact of User Characteristics and Differences in Perception of Benefits

Exploring the Role of Service Delivery in Remarkable Tourism Experiences

Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?

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