Examining satisfaction with the experience during a live chat service encounter- implications for website providers

Graeme McLean, Kofi Osei-Frimpong

Research output: Contribution to journalArticle

13 Citations (Scopus)

Abstract

This paper furthers our understanding of online customer support with regard to online live chat systems. Online live chat systems allow customers to seek service related information from an organisation via online-based synchronous media with a human service representative who provides answers through such media. With use of a web-based survey involving 302 respondents of real-life live chat service experiences with mobile phone network providers in the UK and through the use of structural equation modelling, the aim of this research is to understand the variables capable of influencing a customer's satisfaction with their experience during an online live chat service encounter. The results indicate the importance of service quality, information quality and system quality variables influencing satisfaction with the experience, while such influence is dependent on the purpose of use. Additionally, the results outline the role of emoticons, presence of service reps picture, automated 'canned' responses and the presence of response time estimations in moderating the influence of service quality, information quality and system quality variables on satisfaction with the experience.
LanguageEnglish
Pages494-508
Number of pages15
JournalComputers in Human Behaviour
Volume76
Early online date8 Aug 2017
DOIs
Publication statusPublished - 30 Nov 2017

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Online conferencing
Websites
Information Systems
Quality of service
Cell Phones
Information Services
Customer satisfaction
Mobile phones
Reaction Time
Research
Web Sites
Service Encounter
Surveys and Questionnaires

Keywords

  • live chat interaction
  • online human interaction
  • online customer support
  • online satisfaction

Cite this

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title = "Examining satisfaction with the experience during a live chat service encounter- implications for website providers",
abstract = "This paper furthers our understanding of online customer support with regard to online live chat systems. Online live chat systems allow customers to seek service related information from an organisation via online-based synchronous media with a human service representative who provides answers through such media. With use of a web-based survey involving 302 respondents of real-life live chat service experiences with mobile phone network providers in the UK and through the use of structural equation modelling, the aim of this research is to understand the variables capable of influencing a customer's satisfaction with their experience during an online live chat service encounter. The results indicate the importance of service quality, information quality and system quality variables influencing satisfaction with the experience, while such influence is dependent on the purpose of use. Additionally, the results outline the role of emoticons, presence of service reps picture, automated 'canned' responses and the presence of response time estimations in moderating the influence of service quality, information quality and system quality variables on satisfaction with the experience.",
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Examining satisfaction with the experience during a live chat service encounter- implications for website providers. / McLean, Graeme; Osei-Frimpong, Kofi.

In: Computers in Human Behaviour, Vol. 76, 30.11.2017, p. 494-508.

Research output: Contribution to journalArticle

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