Applying The Technology Acceptance And Service Quality Models To Live Customer Support Chat For E-Commerce Websites

This study investigates Live Customer Support Chat as a new type of customer service implemented for E-commerce websites. This study addresses an important research gap in regards to the effectiveness of new live customer support technology compared to the traditional non real-time support types suc...

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Bibliographic Details
Published in:Journal of applied business research 2013-03, Vol.29 (2), p.589-595
Main Author: Elmorshidy, Ahmed
Format: Article
Language:English
Subjects:
Customer feedback
Customer relationship management
Customer satisfaction
Customer services
Design specifications
Electronic commerce
Perceptions
Public relations
Quality of service
Shopping
Social interaction
Studies
Technical support
Technology Acceptance Model
Technology adoption
Websites
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Summary:This study investigates Live Customer Support Chat as a new type of customer service implemented for E-commerce websites. This study addresses an important research gap in regards to the effectiveness of new live customer support technology compared to the traditional non real-time support types such as online forms and e-mail. The study used two well-known theoretical frameworks (The Technology Acceptance Model and the Service Quality Model) and created a new dimension of E-Service quality that is based on system quality, system reliability, system availability, information quality, consistency of service quality, and online customer feedback to build a new theoretical framework for Live Customer Support Chat. The study further introduces the dimensions of e-service quality and incorporates them in this new framework. [PUBLICATION ABSTRACT]
ISSN:0892-7626
2157-8834
DOI:10.19030/jabr.v29i2.7659