Transformation model of e-service quality: theoretical substantiation

The article deals with the problem of modeling the quality of e-services on the basis of evolution analysis and comparison of object factors of theories of technologies’ adoption and continuous use. The author identified and systematized factors of technology adoption in view of consumer characteris...

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Autor principal: N. Sh. Vatolkina
Formato: article
Lenguaje:RU
Publicado: Plekhanov Russian University of Economics 2019
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Acceso en línea:https://doaj.org/article/434fb25bb12f49d5b61bffbb7beea1e1
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spelling oai:doaj.org-article:434fb25bb12f49d5b61bffbb7beea1e12021-11-15T05:20:48ZTransformation model of e-service quality: theoretical substantiation2413-28292587-925110.21686/2413-2829-2019-2-93-107https://doaj.org/article/434fb25bb12f49d5b61bffbb7beea1e12019-04-01T00:00:00Zhttps://vest.rea.ru/jour/article/view/682https://doaj.org/toc/2413-2829https://doaj.org/toc/2587-9251The article deals with the problem of modeling the quality of e-services on the basis of evolution analysis and comparison of object factors of theories of technologies’ adoption and continuous use. The author identified and systematized factors of technology adoption in view of consumer characteristics of the service and showed the cyclic nature of model development, when from complicated composition of factors in initial models of technology diffusion and the theory of intellectual acts through simplified ideas of factors in the theory of technology adoption the shift to current complex multi-level models was accomplished. The analysis of theories of technology continuous use showed that they were based on traditional categories of quality, expectations, perception and satisfaction of customer, as well as on the phenomenon of intentions to continue the use, which is applied in the theory of marketing. The analysis gave the author an opportunity to find the necessity to study the essence and features of eservices on the basis of modeling the start and pilot quality of e-services. Such approach helps answer the questions, which usually are not studied in quality management: which characteristics of service are important for customer to make a decision about its use and how his/her ideas about elements of service quality are transformed with acquiring experience of its use. Start quality of e-services, in our opinion, is a totality of e-service characteristics, which influence customer’s expectations concerning its ability to meet his/her needs before customer gets a factual experience of the service use. Start quality impacts the decision about using the e-service. Experience quality means the ability of e-service to meet the changing needs of customer in the process or after its use, which affects satisfaction and intention to continue the use of the e-service. The author put forward the model correlating start and experience quality of e-services.N. Sh. VatolkinaPlekhanov Russian University of Economicsarticlee-servicestheory of technology adoptingservice qualityservice quality managementmodels of technology continuous useEconomics as a scienceHB71-74RUВестник Российского экономического университета имени Г. В. Плеханова, Vol 0, Iss 2, Pp 93-107 (2019)
institution DOAJ
collection DOAJ
language RU
topic e-services
theory of technology adopting
service quality
service quality management
models of technology continuous use
Economics as a science
HB71-74
spellingShingle e-services
theory of technology adopting
service quality
service quality management
models of technology continuous use
Economics as a science
HB71-74
N. Sh. Vatolkina
Transformation model of e-service quality: theoretical substantiation
description The article deals with the problem of modeling the quality of e-services on the basis of evolution analysis and comparison of object factors of theories of technologies’ adoption and continuous use. The author identified and systematized factors of technology adoption in view of consumer characteristics of the service and showed the cyclic nature of model development, when from complicated composition of factors in initial models of technology diffusion and the theory of intellectual acts through simplified ideas of factors in the theory of technology adoption the shift to current complex multi-level models was accomplished. The analysis of theories of technology continuous use showed that they were based on traditional categories of quality, expectations, perception and satisfaction of customer, as well as on the phenomenon of intentions to continue the use, which is applied in the theory of marketing. The analysis gave the author an opportunity to find the necessity to study the essence and features of eservices on the basis of modeling the start and pilot quality of e-services. Such approach helps answer the questions, which usually are not studied in quality management: which characteristics of service are important for customer to make a decision about its use and how his/her ideas about elements of service quality are transformed with acquiring experience of its use. Start quality of e-services, in our opinion, is a totality of e-service characteristics, which influence customer’s expectations concerning its ability to meet his/her needs before customer gets a factual experience of the service use. Start quality impacts the decision about using the e-service. Experience quality means the ability of e-service to meet the changing needs of customer in the process or after its use, which affects satisfaction and intention to continue the use of the e-service. The author put forward the model correlating start and experience quality of e-services.
format article
author N. Sh. Vatolkina
author_facet N. Sh. Vatolkina
author_sort N. Sh. Vatolkina
title Transformation model of e-service quality: theoretical substantiation
title_short Transformation model of e-service quality: theoretical substantiation
title_full Transformation model of e-service quality: theoretical substantiation
title_fullStr Transformation model of e-service quality: theoretical substantiation
title_full_unstemmed Transformation model of e-service quality: theoretical substantiation
title_sort transformation model of e-service quality: theoretical substantiation
publisher Plekhanov Russian University of Economics
publishDate 2019
url https://doaj.org/article/434fb25bb12f49d5b61bffbb7beea1e1
work_keys_str_mv AT nshvatolkina transformationmodelofeservicequalitytheoreticalsubstantiation
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