National Tsing Hua University Institutional Repository:An Attribute-Based Model of Quality Satisfaction for Internet Self-Service Technology
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    National Tsing Hua University Institutional Repository > 科技管理學院  > 服務科學研究所 > 期刊論文 >  An Attribute-Based Model of Quality Satisfaction for Internet Self-Service Technology


    题名: An Attribute-Based Model of Quality Satisfaction for Internet Self-Service Technology
    作者: Hsiuju Rebecca Yen
    教師: 嚴秀茹
    日期: 2005
    出版者: Routledge
    關聯: The Service Industries Journal,Volume 25,Issue 5 July 2005,pages 641-659
    关键词: Attribute-Based Model
    Internet-based self-service technology
    摘要: 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.
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