摘要
界定了"自助服务技术质量"概念,并通过实证开发了其测量量表。研究结果表明:包含5个维度的自助服务技术质量测量量表具有较好的内部一致性信度、收敛效度、区别效度和律则效度,并且5个构成维度能够很好地收敛于自助服务技术质量这一更高层次的概念。
This paper defines the concept of self-service technologies quality,and develops its measurement scale through empirical research.The results show that,the measurement scale of self-service technologies quality consisting five dimensions has good internal consistency reliability,convergent validity,discriminant validity and legal validity,and five dimensions could be converged to the concept of self-service technologies quality well.
出处
《技术经济》
CSSCI
2012年第11期14-20,共7页
Journal of Technology Economics
基金
国家自然科学基金青年科学基金项目"自助服务技术的使用对关系质量的影响研究"(71002079)
关键词
服务营销
服务接触
自助服务技术
电子服务质量
services marketing
service encounter
self-service technology
E-service quality
