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Self-Service Systems: Quality Dimensions and Users` Profiles

Self-Service Systems: Quality Dimensions and Users` Profiles

Calin Gurau
Copyright: © 2010 |Pages: 12
ISBN13: 9781615209675|ISBN10: 1615209670|EISBN13: 9781615209682
DOI: 10.4018/978-1-61520-967-5.ch052
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MLA

Gurau, Calin. "Self-Service Systems: Quality Dimensions and Users` Profiles." Electronic Services: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, IGI Global, 2010, pp. 843-854. https://doi.org/10.4018/978-1-61520-967-5.ch052

APA

Gurau, C. (2010). Self-Service Systems: Quality Dimensions and Users` Profiles. In I. Management Association (Ed.), Electronic Services: Concepts, Methodologies, Tools and Applications (pp. 843-854). IGI Global. https://doi.org/10.4018/978-1-61520-967-5.ch052

Chicago

Gurau, Calin. "Self-Service Systems: Quality Dimensions and Users` Profiles." In Electronic Services: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, 843-854. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-61520-967-5.ch052

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Abstract

The evolution of information technology applications has changed the landscape of the service industry, offering the possibility of customer empowerment through self-service applications. Considering the main three streams of research already applied in the study of self-services, this chapter investigates customers’ perceptions about eight dimensions that characterise the quality of the self-service experience. On the other hand, the study attempts to analyse the influence of the self-service users’ profile (gender, Internet usage experience, and online self-service usage experience), and to provide specific insights about the needs and wants of various categories of customers.

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