Proceedings of the 21st Annual European Real Estate Society Conference 2014
DOI: 10.15396/eres2014_194
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The Effect of Kiosks Service Quality and Kiosk Product Quality on Customer Satisfaction

Abstract: Kiosk is a small retail that locates in high traffic space. The study adopted well-known theory of retail service quality and product quality to examine the impacts of the kiosk service quality dimension (that is, personal Interaction, policy, physical aspects, reliability and problem solving) and the kiosk product quality dimension (including features, aesthetics and customer-perceived quality) on customer satisfaction. The questionnaire was developed from previous studies. All scale items were measured via a… Show more

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