Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale
Abstract
Self-service technologies (SSTs) have enhanced the role technology plays in customer interactions with firms, yet instruments that systematically measure the service quality of SSTs from the perspective of customers remain underdeveloped. Based on psychometric scale development approaches, this study conceptualized, constructed, refined, and tested a multiple-item scale that examined key factors influencing SST service quality. Through...
Paper Details
Title
Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale
Published Date
Jun 1, 2011
Journal
Volume
87
Issue
2
Pages
194 - 206
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