Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector

被引：11

作者：

Ul Hassan, Masood ^{[1
]}

Iqbal, Muhammad Shahid ^{[1
,2
]}

Habibah, Ume ^{[3
]}

机构：

[1] Bahauddin Zakariya Univ, Dept Commerce, Multan 60000, Pakistan

[2] Univ Sargodha, Sargodha, Pakistan

[3] Air Univ, Multan Campus, Multan, Pakistan

来源：

SAGE OPEN | 2020年 / 10卷 / 02期

关键词：

self-service technology; technology trust; loyalty; behavioral intention; mobile banking applications; MULTIPLE-ITEM SCALE; CUSTOMER SATISFACTION; ONLINE TRUST; USER ACCEPTANCE; BEHAVIORAL INTENTIONS; CONSUMER PERCEPTIONS; INNOVATION ADOPTION; SOCIAL COMMERCE; DOMINANT LOGIC; IMPACT;

D O I：

10.1177/2158244020924412

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

Self-service technologies (SSTs) fervently impact customer's interaction with service firms to foster positive outcomes. This study intends to inspect the impact of SSTs service quality on loyalty and behavioral intention of Pakistani SSTs users directly and indirectly through technology trust. By using an anonymous survey questionnaire, this study collected the data from a sample of 421 mobile banking application users. This study applied structural equation modeling (SEM) by using the AMOS. Results revealed the partial mediation of technology trust between SSTs service quality and behavioral intention and loyalty. Finally, this study also provided theoretical and practical implications as well as limitations and directions for future research.

引用

页数：19

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