问题描述：
英语翻译
The results show that customers evaluate Technology-Based Self-Service in terms of service quality.For management,it is very important to understand the attributes that are the base for customer evaluations,whether they have the positive or negative effect on service quality.Service companies need to learn the important aspects of their Technology-Based Self-Service and how these relate to their customers and the overall service level of the company.
In this study,it is apparent that aspects of speed,ease of use,reliability and enjoyment need to be considered.Service companies need to struggle for excellence on these aspects as well as communicate their benefits.The result imply that management should not neglect issues concerning to enjoyment and curiosity.Although enjoyment was found to be an important factor,speed,ease of use and other efficiency-related factors are more crucial in the long run.The Technology-Based Self-Service should look and work like ‘‘user-friendly’’.
These results are in accordance with the development within the banking sector,where ATMs today are noticeably more colorful and user-friendly.Normann (1983) warns not to introduce services that cannot match the quality level of other services,advice that appears to be relevant for Technology-Based Self-Service as well.It seems that Technology-Based Self-Service is most beneficial to loyal and committed customers.
The results show that customers evaluate Technology-Based Self-Service in terms of service quality.For management,it is very important to understand the attributes that are the base for customer evaluations,whether they have the positive or negative effect on service quality.Service companies need to learn the important aspects of their Technology-Based Self-Service and how these relate to their customers and the overall service level of the company.
In this study,it is apparent that aspects of speed,ease of use,reliability and enjoyment need to be considered.Service companies need to struggle for excellence on these aspects as well as communicate their benefits.The result imply that management should not neglect issues concerning to enjoyment and curiosity.Although enjoyment was found to be an important factor,speed,ease of use and other efficiency-related factors are more crucial in the long run.The Technology-Based Self-Service should look and work like ‘‘user-friendly’’.
These results are in accordance with the development within the banking sector,where ATMs today are noticeably more colorful and user-friendly.Normann (1983) warns not to introduce services that cannot match the quality level of other services,advice that appears to be relevant for Technology-Based Self-Service as well.It seems that Technology-Based Self-Service is most beneficial to loyal and committed customers.
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