Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

Banks offer technology-based self-service banking such as mobile banking applications to keep up with technological advancement. The usage of this application requires quality service delivery. However, there is a dearth of literature on post-adoption and service quality assessment of mobile...

Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers' satisfaction from the system is still unknown given that it has disrupted the...

Die Arbeit wurde mit dem Rudolf Sallinger Preis und dem Preis der Dr. Maria Schaumayer-Stiftung ausgezeichnet. Die am Institut für Handel & Marketing der Wirtschaftsuniversität Wien verfasste Arbeit beschäftigt sich mit dem bisher in der Handelswissenschaft vernachlässigten Betriebstyp...

The largest private bank in Indonesia mostly establishes the digitalization trend. Its latest digital product is a self-service technology called Customer Service Digital. It is a self-service kiosk machine projected to replace conventional customer service. Given that investments in these...

Gallons of studies have been conducted regarding the customers’ satisfaction and their underlying factors. But, if the same individual is the shopper of both the organized and unorganized retail stores, then how much his/her satisfaction differs from any one retail format to the other retail...

Gallons of studies have been conducted regarding the customers’ satisfaction and their underlying factors. But, if the same individual is the shopper of both the organized and un-organized retail stores, then how much his/her satisfaction differs from any one retail format to the other retail...