The Effect of Mobile Service Quality Dimensions on Customer Satisfaction

Özer, Alper; Argan, Mehpare Tokay; Argan, Metin

doi:10.1016/j.sbspro.2013.10.511

Cited by 72 publications

(57 citation statements)

References 35 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Dužević, Ines et al The constructs also meet the Fornell-Larcker criterion of discriminant validity (Fornell and Larcker, 1981) meaning that all the constructs are sufficiently distinct for structural model assessments (Table 5) Numerous studies pointed out the importance of ease of use for customer satisfaction and behavioural intentions (Chong and Marthandan, 2008;Ofori et al, 2016;Özer et al, 2013;Wu and Wang, 2005). The results revealed that fulfilling the customers' expectations regarding a level of price for using m-Internet does not significantly impact their satisfaction due to its weak effect (0,046) in the linkage.…”

Section: Customer Satisfaction and Loyalty Factors Of Mobile Commercementioning

confidence: 99%

Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia

Dužević

Delić

Knežević

2016

GeS

View full text Add to dashboard Cite

Mobile technology has begun to transform the way young retail consumers shop, allowing them more intermediate control over purchasing process. With competition accelerating in retail industry, mobile devices have been used widely in delivering value-added services. Hence, mobile commerce is likely to make a strong influence on business activities, consumer behavior, as well as national and global markets. The purpose of this paper is to identify key factors influencing customer satisfaction and loyalty in mobile commerce by empirically-based research questionnaire. Based on previous literature, the paper builds sets of customer satisfaction and loyalty constructs for mobile commerce. Significant constructs and their relationships are examined by m-commerce satisfaction model employing structural equation model. Research findings indicate that all constructs significantly affect Smartphone customers' satisfaction, except for the price. Furthermore, satisfaction has moderately strong influence on Smartphone customer' loyalty. The implication of this research to researchers and practitioners is discussed. KEYWORDSMobile commerce, customer satisfaction, customer loyalty, young customers, Croatia. CUSTOMER SATISFACTION AND LOYALTY FACTORS OF MOBILE COMMERCE AMONG YOUNG RETAIL CUSTOMERS IN CROATIA Dužević, Ines et al MOBILE COMMERCE DEFINITIONS AND ATTRIBUTESSince mobile commerce is fully enabled (1) interaction quality,environment quality, and (3) Table 1.Based on the derived important factors listed in Table 1 and features Customer satisfaction refers to the overall satisfaction and perceived value of m-

show abstract

Section: Customer Satisfaction and Loyalty Factors Of Mobile Commercementioning

confidence: 99%

Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia

Dužević

Delić

Knežević

2016

GeS

View full text Add to dashboard Cite

show abstract

“…It was used in the sectors such as online shopping (Rafiq et al, 2012;Ingle and Connoly, 2006;Meng and Mummalaneni, 2010;Türk et al, 2012), and online banking (Marimon et al, 2012;Akinci et al, 2010). Besides this, there were many researches in the literature about measuring e-service quality in different industries such as internet banking service quality (Jun and Cai, 2001;Yang et al, 2004;Ho and Lin, 2010;Jayawardhena, 2004;Siu and Mou, 2005;Zhu et al, 2002;Wu et al, 2012;Kayabasi et al, 2013); mobile service quality (Ozer et al, 2013;Kuo et al, 2009;Lu et al, 2009); online shopping (Ilter, 2009;Celik and Basaran, 2008;Li et al, 2012;Seethamraju, 2006). Assessing of online service quality was analyzed in different sectors with different scales; however there were no industry-specific national measurements.…”

Section: Service Quality (Sq) Measurementsmentioning

confidence: 99%

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

Yarımoğlu

2015

JECOSS

View full text Add to dashboard Cite

“…D. Davis 1986;Gefen and Straub 2000;Oghazi et al 2012;Venkatesh 2000;and Venkatesh et al 2002) My bank's self-service technologies has clear instructions (Al-Hawari et al 2009;Lin and Hsieh 2011;Oghazi et al 2012;and Venkatesh et al 2002) Self Service Technology provided by my bank is user-friendly (Venkatesh 2000) Interacting with the system does not require a lot of my mental effort (Venkatesh 2000;and Venkatesh et al 2002 Reliability I obtain accurate and error free service from my bank's SST (H. H. Chang et al 2009;Ganguli and Roy 2010;and Yang et al 2004) I can depend on the service provides over the bank's SST (Expert insights) My bank's SST completes my transaction specified in designated time (Chang et al 2009;Santos 2003;Van Riel et al 2003;and Yang et al 2004) My bank's SST is reliable (Dabholkar and Bagozzi 2002;Ganguli and Roy 2010;and Yang et al 2004) Security I feel safe using my bank's SST (Ganguli and Roy 2010;Yang et al 2004;and Kumar and Bose 2013) Risk associated with my bank's SST is low (Ganguli and Roy 2010;Li and Suomi 2009;and Yang et al 2004) Personal information exchanged over SST is not misused by bank (Ganguli and Roy 2010;and Yang et al 2004) (Ganguli and Roy 2010; My bank's SST provide allows me to do the transactions anywhere (Ganguli and Roy 2010; My bank's SST is convenient (Ganguli and Roy 2010; Satisfaction Overall I'm satisfied with my bank's SST (Chang et al 2009;Özer et al 2013;…”

Section: Ease Of Usementioning

confidence: 99%

Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka

Gunawardana

Kulathunga

Perera

2015

GADJAH MADA INT. J. BUS.

View full text Add to dashboard Cite

Rapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the selfservice technology of these services and its effect on customer satisfaction. The literature survey and in depth interviews helped to formulate quality dimensions: security, efficiency, eases of use, reliability and convenience and those dimensions were assessed through a questionnaire. This study surveyed 215 customers from branches of six dominating commercial banks located in Western Province of Sri Lanka. Data were subjected to Principal Component Analysis and retained factors were regressed using multiple regressions to assess the impact of quality dimensions on customer satisfaction. The results revealed that reliability and convenience have positive impacts on customer satisfaction but efficiency has a negative effect. Abstrak: Kemajuan teknologi yang cepat dalam lingkungan perbankan mendorong bank-bank Sri Lanka untuk mengadopsi teknologi self-service dalam memberikan layanan melalui SMS banking, internet banking dan fasilitas phone banking,

show abstract

The Effect of Mobile Service Quality Dimensions on Customer Satisfaction

Cited by 72 publications

References 35 publications

Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia

Customer satisfaction and loyalty factors of Mobile Commerce among young retail customers in Croatia

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka

Contact Info

Product

Resources

About