Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction
Service quality has been a topic of extensive inquiry for decades that has emerged now in form of self-service technology (SST) which has profound effects on the way customers interact with firms to create positive service outcomes i.e. customer satisfaction, loyalty, and behavioral Intentions. Ther...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2018-01-01
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| Series: | Cogent Business & Management |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1080/23311975.2018.1423770 |
| _version_ | 1828970933285552128 |
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| author | Muhammad Shahid Iqbal Masood Ul Hassan Ume Habibah |
| author_facet | Muhammad Shahid Iqbal Masood Ul Hassan Ume Habibah |
| author_sort | Muhammad Shahid Iqbal |
| collection | DOAJ |
| description | Service quality has been a topic of extensive inquiry for decades that has emerged now in form of self-service technology (SST) which has profound effects on the way customers interact with firms to create positive service outcomes i.e. customer satisfaction, loyalty, and behavioral Intentions. Therefore, the main objective of this study is to examine that how the technology based Services i.e. SSTs impact the customer satisfaction, loyalty, and Behavioral Intentions in service sector of Pakistan. The data have been collected from the 238 SST’s users through the online survey. In order to test the model, Structural Equation Modeling is applied by using the LISREL program. The results of this study reveal positive and significant relationship between SSTs service quality, loyalty, and behavioral Intentions directly and indirectly via customer satisfaction. These results provide insights for the service sector of the Pakistan to invest in the new technology in order to enhance the consumer experience, satisfaction, loyalty, and Intentions. |
| first_indexed | 2024-12-14T13:00:30Z |
| format | Article |
| id | doaj.art-e286b9f4e9cf44608b95fbe991f0a211 |
| institution | Directory Open Access Journal |
| issn | 2331-1975 |
| language | English |
| last_indexed | 2024-12-14T13:00:30Z |
| publishDate | 2018-01-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Cogent Business & Management |
| spelling | doaj.art-e286b9f4e9cf44608b95fbe991f0a2112022-12-21T23:00:27ZengTaylor & Francis GroupCogent Business & Management2331-19752018-01-015110.1080/23311975.2018.14237701423770Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfactionMuhammad Shahid Iqbal0Masood Ul Hassan1Ume Habibah2Bahauddin Zakariya UniversityBahauddin Zakariya UniversitySukkur IBA UniversityService quality has been a topic of extensive inquiry for decades that has emerged now in form of self-service technology (SST) which has profound effects on the way customers interact with firms to create positive service outcomes i.e. customer satisfaction, loyalty, and behavioral Intentions. Therefore, the main objective of this study is to examine that how the technology based Services i.e. SSTs impact the customer satisfaction, loyalty, and Behavioral Intentions in service sector of Pakistan. The data have been collected from the 238 SST’s users through the online survey. In order to test the model, Structural Equation Modeling is applied by using the LISREL program. The results of this study reveal positive and significant relationship between SSTs service quality, loyalty, and behavioral Intentions directly and indirectly via customer satisfaction. These results provide insights for the service sector of the Pakistan to invest in the new technology in order to enhance the consumer experience, satisfaction, loyalty, and Intentions.http://dx.doi.org/10.1080/23311975.2018.1423770service qualityself service technologycustomer satisfactionloyaltybehavioral intentionsliserlpakistan |
| spellingShingle | Muhammad Shahid Iqbal Masood Ul Hassan Ume Habibah Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction Cogent Business & Management service quality self service technology customer satisfaction loyalty behavioral intentions liserl pakistan |
| title | Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction |
| title_full | Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction |
| title_fullStr | Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction |
| title_full_unstemmed | Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction |
| title_short | Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction |
| title_sort | impact of self service technology sst service quality on customer loyalty and behavioral intention the mediating role of customer satisfaction |
| topic | service quality self service technology customer satisfaction loyalty behavioral intentions liserl pakistan |
| url | http://dx.doi.org/10.1080/23311975.2018.1423770 |
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