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Using Kano’s Theory of Attractive Quality to Better Understand Customer Experiences with E‐Services

Using Kano’s Theory of Attractive Quality to Better Understand Customer Experiences with E‐Services The interest in on‐line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e‐service quality. In this empircal study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e‐services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e‐service that enables one to reserve and buy cinema tickets on‐line. The main contribution of the study is its provision of evidence on how to interpet and improve customer satisfaction when designing e‐services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e‐service by taking into account customers’ experiences with new technology. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asian Journal on Quality Emerald Publishing

Using Kano’s Theory of Attractive Quality to Better Understand Customer Experiences with E‐Services

Asian Journal on Quality , Volume 4 (2): 18 – Aug 21, 2003

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
1598-2688
DOI
10.1108/15982688200300018
Publisher site
See Article on Publisher Site

Abstract

The interest in on‐line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e‐service quality. In this empircal study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e‐services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e‐service that enables one to reserve and buy cinema tickets on‐line. The main contribution of the study is its provision of evidence on how to interpet and improve customer satisfaction when designing e‐services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e‐service by taking into account customers’ experiences with new technology.

Journal

Asian Journal on QualityEmerald Publishing

Published: Aug 21, 2003

Keywords: Attractive quality; Customer satisfaction; e‐services; Technology readiness

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