Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait
This study investigates factors influencing live customer support chat services in Kuwait. Live Customer Support Chat represents a newly implemented type of customer service in E-commerce websites. Live Support Chat allows online agents through company’s websites to answer customer questio...
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| Lenguaje: | English |
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Universidad de Talca
2015
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oai:scielo:S0718-187620150003000062018-10-12Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in KuwaitElmorshidy,AhmedM. Mostafa,MohamedEl-Moughrabi,IssamAl-Mezen,Husain This study investigates factors influencing live customer support chat services in Kuwait. Live Customer Support Chat represents a newly implemented type of customer service in E-commerce websites. Live Support Chat allows online agents through company’s websites to answer customer questions, complaints, and concerns on the spot through a live chat session, which bypasses the traditional e-mail and web forms. The theoretical framework used in this study is based on the well-established Technology Acceptance Model and the Theory of Reasoned Action. The study tries to validate these theoretical frameworks in the context of Live Customer Support Chat to see if they can be equally applied to the E-commerce enlivenment as in the other technology fields. Using a sample of 324 respondents, the hierarchical regression revealed that factors such as usefulness, ease of use and attitude have a significant influence on customers’ intention to use Live Customer Support Char services. Our model explains around 31% for the variance in customers’ intention to use Live Customer Support Chat.info:eu-repo/semantics/openAccessUniversidad de TalcaJournal of theoretical and applied electronic commerce research v.10 n.3 20152015-09-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000300006en10.4067/S0718-18762015000300006 |
| institution |
Scielo Chile |
| collection |
Scielo Chile |
| language |
English |
| description |
This study investigates factors influencing live customer support chat services in Kuwait. Live Customer Support Chat represents a newly implemented type of customer service in E-commerce websites. Live Support Chat allows online agents through company’s websites to answer customer questions, complaints, and concerns on the spot through a live chat session, which bypasses the traditional e-mail and web forms. The theoretical framework used in this study is based on the well-established Technology Acceptance Model and the Theory of Reasoned Action. The study tries to validate these theoretical frameworks in the context of Live Customer Support Chat to see if they can be equally applied to the E-commerce enlivenment as in the other technology fields. Using a sample of 324 respondents, the hierarchical regression revealed that factors such as usefulness, ease of use and attitude have a significant influence on customers’ intention to use Live Customer Support Char services. Our model explains around 31% for the variance in customers’ intention to use Live Customer Support Chat. |
| author |
Elmorshidy,Ahmed M. Mostafa,Mohamed El-Moughrabi,Issam Al-Mezen,Husain |
| spellingShingle |
Elmorshidy,Ahmed M. Mostafa,Mohamed El-Moughrabi,Issam Al-Mezen,Husain Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait |
| author_facet |
Elmorshidy,Ahmed M. Mostafa,Mohamed El-Moughrabi,Issam Al-Mezen,Husain |
| author_sort |
Elmorshidy,Ahmed |
| title |
Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait |
| title_short |
Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait |
| title_full |
Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait |
| title_fullStr |
Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait |
| title_full_unstemmed |
Factors Influencing Live Customer Support Chat Services: An Empirical Investigation in Kuwait |
| title_sort |
factors influencing live customer support chat services: an empirical investigation in kuwait |
| publisher |
Universidad de Talca |
| publishDate |
2015 |
| url |
http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000300006 |
| work_keys_str_mv |
AT elmorshidyahmed factorsinfluencinglivecustomersupportchatservicesanempiricalinvestigationinkuwait AT mmostafamohamed factorsinfluencinglivecustomersupportchatservicesanempiricalinvestigationinkuwait AT elmoughrabiissam factorsinfluencinglivecustomersupportchatservicesanempiricalinvestigationinkuwait AT almezenhusain factorsinfluencinglivecustomersupportchatservicesanempiricalinvestigationinkuwait |
| _version_ |
1714202221247201280 |