Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector

Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector

Self-service technologies (SSTs) fervently impact customer’s interaction with service firms to foster positive outcomes. This study intends to inspect the impact of SSTs service quality on loyalty and behavioral intention of Pakistani SSTs users directly and indirectly through technology trust. By u...

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Bibliographic Details
Main Authors: Masood Ul Hassan, Muhammad Shahid Iqbal, Ume Habibah
Format: Article
Language:English
Published: SAGE Publishing 2020-06-01
Series:SAGE Open
Online Access:https://doi.org/10.1177/2158244020924412
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spelling doaj-51c903198e2a41d29d6eb9db9957e16b2020-11-25T03:26:36ZengSAGE PublishingSAGE Open2158-24402020-06-011010.1177/2158244020924412Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service SectorMasood Ul Hassan0Muhammad Shahid Iqbal1Ume Habibah2Department of Commerce, Bahauddin Zakariya University, Multan, PakistanUniversity of Sargodha, PakistanAir University Multan Campus, PakistanSelf-service technologies (SSTs) fervently impact customer’s interaction with service firms to foster positive outcomes. This study intends to inspect the impact of SSTs service quality on loyalty and behavioral intention of Pakistani SSTs users directly and indirectly through technology trust. By using an anonymous survey questionnaire, this study collected the data from a sample of 421 mobile banking application users. This study applied structural equation modeling (SEM) by using the AMOS. Results revealed the partial mediation of technology trust between SSTs service quality and behavioral intention and loyalty. Finally, this study also provided theoretical and practical implications as well as limitations and directions for future research.https://doi.org/10.1177/2158244020924412
collection DOAJ
language English
format Article
sources DOAJ
author Masood Ul Hassan
Muhammad Shahid Iqbal
Ume Habibah
spellingShingle Masood Ul Hassan
Muhammad Shahid Iqbal
Ume Habibah
Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
SAGE Open
author_facet Masood Ul Hassan
Muhammad Shahid Iqbal
Ume Habibah
author_sort Masood Ul Hassan
title Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
title_short Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
title_full Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
title_fullStr Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
title_full_unstemmed Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
title_sort self-service technology service quality: building loyalty and intention through technology trust in pakistani service sector
publisher SAGE Publishing
series SAGE Open
issn 2158-2440
publishDate 2020-06-01
description Self-service technologies (SSTs) fervently impact customer’s interaction with service firms to foster positive outcomes. This study intends to inspect the impact of SSTs service quality on loyalty and behavioral intention of Pakistani SSTs users directly and indirectly through technology trust. By using an anonymous survey questionnaire, this study collected the data from a sample of 421 mobile banking application users. This study applied structural equation modeling (SEM) by using the AMOS. Results revealed the partial mediation of technology trust between SSTs service quality and behavioral intention and loyalty. Finally, this study also provided theoretical and practical implications as well as limitations and directions for future research.
url https://doi.org/10.1177/2158244020924412
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AT muhammadshahidiqbal selfservicetechnologyservicequalitybuildingloyaltyandintentionthroughtechnologytrustinpakistaniservicesector
AT umehabibah selfservicetechnologyservicequalitybuildingloyaltyandintentionthroughtechnologytrustinpakistaniservicesector
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