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Title:
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APPLYING THE TECHNOLOGY ACCEPTANCE MODEL AND THE SERVICE QUALITY MODEL TO THE NEW LIVE CUSTOMER SUPPORT CHAT IN E-COMMERCE WEBSITES |
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Author(s):
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Ahmed Elmorshidy |
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ISBN:
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978-989-8533-16-6 |
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Editors:
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Bebo White and Pedro Isaías |
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Year:
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2013 |
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Edition:
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Single |
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Keywords:
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Live Customer Support Chat Websites, E-Commerce, Service Quality Model, Technology Acceptance Model |
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Type:
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Short Paper |
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First Page:
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271 |
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Last Page:
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276 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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This study investigates Live Customer Support Chat as a new type of customer service implemented in E-commerce website. It addresses an important research gap in regards to the effectiveness of this new live customer support technology compared to the traditional non real-time support types such as online forms and e-mail. The study used two well-known theoretical frameworks (The Technology Acceptance Model and the Service Quality Model) and created a new dimension of E-Service quality that is based on system quality, system reliability, system availability, information quality, consistency of service quality, and online customer feedback to build a new theoretical framework for Live Customer Support Chat. The study further introduces the dimensions of e-service quality and incorporates them in this new framework. |
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