International Journal of Quality Innovation

Korean Society for Quality Management (한국품질경영학회)
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Using Kano's Theory of Attractive Quality to Better Understand Customer Experiences with E-Services

  • Fundin, Anders (Department of Quality Sciences School of Technology Management and Economics Chalmers University of Technology) ;
  • Nilsson, Lars (Service Research Center Karlstad University)
  • Published : 2003.12.01
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Abstract

The interest in on-line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e-service quality. In this empirical study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e-services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e-service that enables one to reserve and buy cinema tickets on-line. The main contribution of the study is its provision of evidence on how to interpret and improve customer satisfaction when designing e-services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e-service by taking into account customers' experiences with new technology.

Keywords

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