IDEAS home Printed from https://ideas.repec.org/a/eee/jouret/v87y2011i2p194-206.html
   My bibliography  Save this article

Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale

Author

Listed:
  • Lin, Jiun-Sheng Chris
  • Hsieh, Pei-Ling

Abstract

Self-service technologies (SSTs) have enhanced the role technology plays in customer interactions with firms, yet instruments that systematically measure the service quality of SSTs from the perspective of customers remain underdeveloped. Based on psychometric scale development approaches, this study conceptualized, constructed, refined, and tested a multiple-item scale that examined key factors influencing SST service quality. Through qualitative and quantitative studies in four separate phases, a 20-item seven-dimension SSTQUAL scale was developed that includes functionality, enjoyment, security, assurance, design, convenience, and customization. The scale demonstrates sound psychometric properties based on findings from various reliability and validity tests as well as vigorous scale replications across industries and consumer traits using several different samples. The utility of the proposed scale is discussed for implications, limitations and future research.

Suggested Citation

  • Lin, Jiun-Sheng Chris & Hsieh, Pei-Ling, 2011. "Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale," Journal of Retailing, Elsevier, vol. 87(2), pages 194-206.
    • Handle: RePEc:eee:jouret:v:87:y:2011:i:2:p:194-206
    DOI: 10.1016/j.jretai.2011.02.006
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0022435911000145
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretai.2011.02.006?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    2. Kwon, Wi-Suk & Lennon, Sharron J., 2009. "Reciprocal Effects Between Multichannel Retailers’ Offline and Online Brand Images," Journal of Retailing, Elsevier, vol. 85(3), pages 376-390.
    3. Mathwick, Charla & Wagner, Janet & Unni, Ramaprasad, 2010. "Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience," Journal of Retailing, Elsevier, vol. 86(1), pages 11-21.
    4. Grewal, Dhruv & Levy, Michael, 2009. "Emerging Issues in Retailing Research," Journal of Retailing, Elsevier, vol. 85(4), pages 522-526.
    5. Zaichkowsky, Judith Lynne, 1985. "Measuring the Involvement Construct," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(3), pages 341-352, December.
    6. Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
    7. Ganesh, Jaishankar & Reynolds, Kristy E. & Luckett, Michael & Pomirleanu, Nadia, 2010. "Online Shopper Motivations, and e-Store Attributes: An Examination of Online Patronage Behavior and Shopper Typologies," Journal of Retailing, Elsevier, vol. 86(1), pages 106-115.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Anshu, Kumari & Gaur, Loveleen & Singh, Gurmeet, 2022. "Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    2. Swoboda, Bernhard & Berg, Bettina & Schramm-Klein, Hanna, 2013. "Reciprocal Effects of the Corporate Reputation and Store Equity of Retailers," Journal of Retailing, Elsevier, vol. 89(4), pages 447-459.
    3. Wang, Yong Jian & Minor, Michael S. & Wei, Jie, 2011. "Aesthetics and the online shopping environment: Understanding consumer responses," Journal of Retailing, Elsevier, vol. 87(1), pages 46-58.
    4. Varsha Verma & Dheeraj Sharma & Jagdish Sheth, 2016. "Does relationship marketing matter in online retailing? A meta-analytic approach," Journal of the Academy of Marketing Science, Springer, vol. 44(2), pages 206-217, March.
    5. Sharma, Dheeraj & Verma, Varsha, 2014. "Consumers' Need for Uniqueness: A Cross-Cultural Validation," IIMA Working Papers WP2014-03-20, Indian Institute of Management Ahmedabad, Research and Publication Department.
    6. Zhu, Zhen & Nakata, Cheryl & Sivakumar, K. & Grewal, Dhruv, 2013. "Fix It or Leave It? Customer Recovery from Self-service Technology Failures," Journal of Retailing, Elsevier, vol. 89(1), pages 15-29.
    7. Asad Ullah & Wang Aimin & Mansoora Ahmed, 2018. "Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles," Sustainability, MDPI, vol. 10(5), pages 1-11, April.
    8. Yoshida, Masayuki, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Elsevier, vol. 20(5), pages 427-442.
    9. Ruth N. Bolton & Anders Gustafsson & Crina O. Tarasi & Lars Witell, 2022. "Designing satisfying service encounters: website versus store touchpoints," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 85-107, January.
    10. Troiville, Julien & Hair, Joe F. & Cliquet, Gérard, 2019. "Definition, conceptualization and measurement of consumer-based retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 73-84.
    11. Poncin, Ingrid & Garnier, Marion & Ben Mimoun, Mohammed Slim & Leclercq, Thomas, 2017. "Smart technologies and shopping experience: Are gamification interfaces effective? The case of the Smartstore," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 320-331.
    12. Das, Manoj & Ramalingam, Mahesh, 2022. "What drives product involvement and satisfaction with OFDs amid COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    13. Pallant, Jessica & Sands, Sean & Karpen, Ingo, 2020. "Product customization: A profile of consumer demand," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    14. Barwitz, Niklas, 2020. "The relevance of interaction choice: Customer preferences and willingness to pay," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    15. Juan Carlos Londono Roldan, 2015. "Intending to shop in single versus multi-channels: A Theory of Planned Behaviour-based explanation," Working Papers 11, Faculty of Economics and Management, Pontificia Universidad Javeriana Cali.
    16. Mondal, Jalaluddin & Chakrabarti, Somnath, 2021. "Insights and anatomy of brand experience in app-based retailing (eRBX): Critical play of physical evidence and enjoyment," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    17. Troiville, Julien, 2024. "Connecting the dots between brand equity and brand loyalty for retailers: The mediating roles of brand attitudes and word-of-mouth communication," Journal of Business Research, Elsevier, vol. 177(C).
    18. Connie R. Bateman & Sean R. Valentine, 2021. "Consumers’ Personality Characteristics, Judgment of Salesperson Ethical Treatment, and Nature of Purchase Involvement," Journal of Business Ethics, Springer, vol. 169(2), pages 309-331, March.
    19. Kalyanaram, Gurumurthy & Winer, Russell S., 2022. "Behavioral response to price: Data-based insights and future research for retailing," Journal of Retailing, Elsevier, vol. 98(1), pages 46-70.
    20. Breugelmans, Els & Köhler, Clemens F. & Dellaert, Benedict G.C. & de Ruyter, Ko, 2012. "Promoting Interactive Decision Aids on Retail Websites: A Message Framing Perspective with New versus Traditional Focal Actions," Journal of Retailing, Elsevier, vol. 88(2), pages 226-235.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jouret:v:87:y:2011:i:2:p:194-206. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.