✦ LIBER ✦

The electronic service quality model: The moderating effect of customer self-efficacy

✍ Scribed by Youjae Yi; Taeshik Gong

Publisher: John Wiley and Sons
Year: 2008
Tongue: English
Weight: 130 KB
Volume: 25
Category: Article
ISSN: 0742-6046
DOI: 10.1002/mar.20226

No coin nor oath required. For personal study only.

✦ Synopsis

Abstract

The research in the area has largely ignored the moderating effects of the customer trait, self‐efficacy, on the electronic service quality model. This study examines the degree to which electronic service quality dimensions influence overall service quality, which in turn affects customer satisfaction and loyalty. On the basis of self‐efficacy theory, this paper argues that outcome quality is the most important predictor of overall quality, whereas environment quality is the least important predictor of overall quality, particularly when self‐efficacy is high. Additionally, the paper demonstrates that self‐efficacy strengthens the link between customer satisfaction and both repurchase intention and word of mouth. Data collected from 162 participants provide support for most of these hypotheses. © 2008 Wiley Periodicals, Inc.

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