A study on the effects of service convenience and service quality on maintenance revisit intentions

Authors:
Mong-Yuan Chang;Kuanchin Chen;Chuan Pang;Chien-Min Chen;David C. Yen
Affiliations:
Graduate Institute of Library & Information Studies, National Taiwan Normal University, Ming Chuan University, Department of Information Management, Financial Supervisory Commission, Executive Yua ...;Department of Business Information Systems, Western Michigan University, Kalamazoo, MI 49008, United States;Faculty of Management and Administration, Macao University of Science and Technology, Macao, PR China;Value Channel Partners & Commercial Accounts, Technology Solutions Group, HP Taiwan, Taipei, Taiwan;RTF School of Business, Miami University, Oxford, Ohio 45056, United States
Venue:
Computer Standards & Interfaces
Year:
2013

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Measuring information systems service quality: SERVQUAL from the other side

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Abstract

After-sale service now goes beyond a mere value-added benefit to a revenue generating activity for return business. This study looks into service convenience and service quality for their effect on return intention. The original dimensionality of service quality is partly confirmed, but the identified dimensions had a varying effect on future return intention. Such relation remains near stable even if service convenience is used as a moderator. Reliability had the largest effect on return intention, followed by empathy and tangibles. Our work offers additional contextual application of SERVQUAL to service centers. Further managerial implications are discussed.