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Title:
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INTEGRATION OF E-SERVICE QUALITY, CUSTOMER SATISFACTION AND TECHNOLOGY ACCEPTANCE |
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Author(s):
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André van Friderici, Pascal Ravesteyn, Benny M.E. De Waal |
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ISBN:
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978-989-8533-54-8 |
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Editors:
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Piet Kommers and Guo Chao Peng |
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Year:
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2016 |
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Edition:
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Single |
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Keywords:
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e-service, user satisfaction, technology acceptance model, Web self-service |
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Type:
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Full Paper |
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First Page:
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81 |
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Last Page:
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88 |
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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 paper examines the factors that determine the acceptance and satisfaction for Web self-service for IT-problems. A case study has been conducted to gain more insights in the acceptance and customer satisfaction of Web self-service within a financial organization in the Netherlands. In the stream of automation innovations Web self-service plays an important role. Web-based self-service technologies are expected to facilitate an improvement in customer satisfaction for the organization and at the same time reducing operating costs. However, despite the benefits of web self-service for the organization, users do not have to perceive self-service technologies as favorable for themselves. For organizations it is not clear what the factors are that contribute to a successful acceptance of Web self-service for the purpose of improving customer satisfaction. This study integrates e-service quality aspects, (SERVQUAL) customer satisfaction and the Technology Acceptance Model into a new conceptual model. The relevant hypotheses are tested by survey data collected from 149 respondents of the financial organization. The results indicate that Web self-service satisfaction is the intermediate construct through which the e-service quality aspects affects both perceived usefulness and perceived ease of use. The proposed model explained 29.9% of the variance in behavioral intention to use Web self-service. |
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