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    NTHUR > College of Technology Management  > Istitute of Service Science > ISS Journal / Magazine Articles >  An Attribute-Based Model of Quality Satisfaction for Internet Self-Service Technology

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    Title: An Attribute-Based Model of Quality Satisfaction for Internet Self-Service Technology
    Authors: Hsiuju Rebecca Yen
    Teacher: 嚴秀茹
    Date: 2005
    Publisher: Routledge
    Relation: The Service Industries Journal,Volume 25,Issue 5 July 2005,pages 641-659
    Keywords: Attribute-Based Model
    Internet-based self-service technology
    Abstract: Many factors may contribute to consumers' satisfaction with Internet shopping, but the issue has rarely been addressed from the perspective of customer participation. Drawing on the attribute-based model, this article examines the attributes important for consumer satisfaction with Internet-based self-service technology (ISST). In addition, the current study argues that the importance of the attributes in determining consumers' satisfaction would vary as a function of their readiness to adopt technology. A survey was conducted to collect data from experienced users of online travel agencies or bookstores. The results based on 459 participants show that efficiency, ease of use, performance, perceived control and convenience are attributes having significant impacts on users' satisfaction with ISST. This study also identifies three consumer segments among ISST users based on their scores on technology-readiness drivers and inhibitors. As predicted, the importance of each attribute at determining user satisfaction varies across the three segments. Finally, implications for managers and researchers are discussed.
    Appears in Collections:[Istitute of Service Science] ISS Journal / Magazine Articles

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