Antecedents and Consequences of Service Quality in Consumer Evaluation of Self-Service Internet Technologies

Service Industries Journal, Vol. 28, No. 1, pp. 117-138, January 2008

23 Pages Posted: 3 Nov 2012

See all articles by Prem Shamdasani

Prem Shamdasani

National University of Singapore (NUS) - NUS Business School

Avinandan Mukherjee

Clayton State University - University System of Georgia; Montclair State University - School of Business; Rutgers Business School

Neeru Malhotra

Aston University - Aston Business School

Date Written: 2008

Abstract

Advances in technology coupled with increasing labour costs have caused service firms to explore selfservice delivery options. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of service quality in consumer evaluation of technologybased self-service options. By integrating and extending the self-service quality framework the service evaluation model and the Technology Acceptance Model the authors address this emerging issue by empirically testing a comprehensive model that captures the antecedents and consequences of perceived service quality to predict continued customer interaction in the technology-based selfservice context of Internet banking. Important service evaluation constructs like perceived risk, perceived value and perceived satisfaction are modelled in this framework. The results show that perceived control has the strongest influence on service quality evaluations. Perceived speed of delivery, reliability and enjoyment also have a significant impact on service quality perceptions. The study also found that even though perceived service quality, perceived risk and satisfaction are important predictors of continued interaction, perceived customer value plays a pivotal role in influencing continued interaction.

Keywords: self-service, internet technologies, service quality, antecedents, consequences

Suggested Citation

Shamdasani, Prem and Mukherjee, Avinandan and Malhotra, Neeru, Antecedents and Consequences of Service Quality in Consumer Evaluation of Self-Service Internet Technologies (2008). Service Industries Journal, Vol. 28, No. 1, pp. 117-138, January 2008, Available at SSRN: https://ssrn.com/abstract=2170423

Prem Shamdasani

National University of Singapore (NUS) - NUS Business School ( email )

1 Business Link
Singapore, 117592
Singapore

Avinandan Mukherjee (Contact Author)

Clayton State University - University System of Georgia ( email )

College of Business
2000 Clayton State Boulevard
Morrow, GA Metro Atlanta Area 30260
United States
(678) 466-4516 (Phone)
(678) 466-4599 (Fax)

Montclair State University - School of Business ( email )

Partridge Hall
School of Business
Montclair, NJ New Jersey 07043
United States

Rutgers Business School ( email )

Janice H. Levin Bldg., Room 121
94 Rockafeller Road
Piscataway, NJ 08854-8054
United States

Neeru Malhotra

Aston University - Aston Business School ( email )

Aston Triangle
Birmingham, B47ET
United Kingdom

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