6533b822fe1ef96bd127cf36

RESEARCH PRODUCT

Identifying Critical Determinants of ‘Digital Customer Services’ Usage – An Exploratory Study

Aijaz A. Shaikh

subject

tietoisuusKnowledge managementkäytettävyyshyödyllisyysbusiness.industryasiakaspalveluyksinkertaisuusmedia_common.quotation_subjectExploratory researchUsabilityResearch findingsdigital customer servicesPerceptionPurposeful samplingSuomiKey (cryptography)Position (finance)awarenessSimplicitydigitalisaatiobusinessFinlandmedia_common

description

Digital technology has reinvented retail business as well as commerce. This study aims to examine consumers’ perception and usage of digital customer services (DCS) and investigate three significant post-adoption and marketing consequences: simplicity, awareness, and usefulness. Using a purposeful sampling technique, 10 semi-structured, in-depth interviews were conducted with banking customers in Finland in January 2019. The research findings suggest that simplicity regarding DCS occupies a key position in their prolonged use, while awareness and usability are also important. This study offers some valuable theoretical and managerial implications and suggests an agenda for future research. peerReviewed

yearjournalcountryeditionlanguage
2019-01-01
https://doi.org/10.1007/978-3-030-18911-2_24