Technology-Based Remote Service Encounters: Understanding Customer Satisfaction and Sustainability by: Soma Sur
This is a study that has tried to identify the sources of satisfaction and dissatisfaction of customers in technology based services.
The findings were that the most common TBRS were; internet,use of ATM’s ,online buying and selling, online ticketing(GDS systems), internet banking, flight information and credit card information.
The study shows in understanding customer satisfaction and sustainability, the sources of satisfaction in this particular area were.
TBRS provides solutions in emergency and compromising situations. That is it helps the customer in times of urgency. For example ATM’s
users convinience: clear information, instructions and straightfoward processes make it easier for customers to use. This is confidential unlike under supervision of employees.
This TBRS not only satisfies customers but also meet them at the point of their need.
There were also sources of dissatisfaction when it came to TBRS they were;
technical failure of the machines may lead to the customer not fulfiling their particular need. Unlike if it was service delivery trough an employee.
The process may also fail before a user-technology interaction has taken place. The customer ends up not having satisfied their needs.
Incases were a customer is not familiar with the process, he or she may end up having not delivered his needs due to his own actions of failure.
When compairing TBRS with interpersonal services, its clear that customer dissatisfaction from the interpersonal services are centered upon service deliverly failure of employees to respond to customers needs and requests though interpersonal services are also satisfying in that customers complaigns are handled.
Though the customers felt that the technology was sustainable for the future, whether satisfying or dissatisfying, firms offering this services were urged to aim at ensuring customer reperchase the sevice over and over.
