Artikel
E-service quality from attributes to outcomes: The similarity and difference between digital and hybrid services
Our research goal is to offer an e-service quality model based on experience and multidimensional quality and compare its applicability for e-services to find differences and similarities in consumer perceptions and behavioral intentions. Additionally, we seek to compare attributes that compose quality dimensions for hybrid and digital e-services. The study was based on an online survey conducted in July-September 2019 among citizens and foreign residents in the Russian Federation. Respondents had to answer questions concerning a specific e-service brand to capture real consumer behavior. The data of 365 questionnaires were analyzed using the Spearman correlation to determine the relationship between the model components. Customer experience is a valid outcome variable in the e-service model that strongly influences customer satisfaction and repurchase intentions. The model proved to be equally valid for hybrid and digital e-services. The key differences between digital and hybrid e-services lie within the distribution of e-service attributes between quality dimensions. Ease of use and perceived usefulness are the most essential attributes that have a direct influence on customer satisfaction. The findings show the necessity of best practices diffused between different types of e-services and present an opportunity to widely spread research findings between different e-service sectors.
- Language
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Englisch
- Bibliographic citation
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Journal: Journal of Open Innovation: Technology, Market, and Complexity ; ISSN: 2199-8531 ; Volume: 6 ; Year: 2020 ; Issue: 4 ; Pages: 1-21 ; Basel: MDPI
- Classification
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Management
- Subject
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customer experience
e-service
e-service quality
- Event
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Geistige Schöpfung
- (who)
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Vatolkina, Natalia
Gorbashko, Elena
Kamynina, Nadezhda
Fedotkina, Olga
- Event
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Veröffentlichung
- (who)
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MDPI
- (where)
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Basel
- (when)
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2020
- DOI
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doi:10.3390/joitmc6040143
- Handle
- Last update
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10.03.2025, 11:44 AM CET
Data provider
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
Object type
- Artikel
Associated
- Vatolkina, Natalia
- Gorbashko, Elena
- Kamynina, Nadezhda
- Fedotkina, Olga
- MDPI
Time of origin
- 2020
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