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

Youjae Yi, Taeshik Gong

Research output: Contribution to journalArticle

47 Citations (Scopus)

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.
LanguageEnglish
Pages587-601
Number of pages15
JournalPsychology and Marketing
Volume25
Issue number7
DOIs
Publication statusPublished - Jul 2008

Fingerprint

Self Efficacy
Service quality
Self-efficacy
Electronic services
Moderating effect
Research
Customer satisfaction
Predictors

Keywords

  • electronic service quality model
  • service quality
  • customer self-efficacy
  • customers
  • marketing

Cite this

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The electronic service quality model : the moderating effect of customer self-efficacy. / Yi, Youjae; Gong, Taeshik.

In: Psychology and Marketing, Vol. 25, No. 7, 07.2008, p. 587-601.

Research output: Contribution to journalArticle

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