Self-Service Systems: Investigating the Perceived Importance of Various Quality Dimensions

Abstract

The rapid development of online self-service applications has created the need for empirical studies about consumers’ perceptions and behavior during the adoption and use of such systems. An essential condition for understanding the elements that can enhance the adoption and use of these online systems is to identify the main factors that define the quality of self-service applications from the perspective of online users. After a presentation of the main streams of research focused on the analysis of online self-service systems, the article identifies eight quality dimensions defined by previous studies. The analysis of primary data permits a ranking of these quality dimensions in relation to users’ perceptions. On the other hand, the study investigates the influence of users’ personal characteristics (gender, age, Internet usage frequency and online self-service usage frequency) on the perceived importance of various quality dimensions, providing specific insights about the needs and wants of various categories of customers.