Web-based customer support interface: Determinants and indicators

This dissertation proposes and empirically tests a theoretical framework for web-based customer support interface. The framework spans two domains Internet and customer support, that are of increasing interest to organizations. Customer support is a necessary and important precondition for customer satisfaction and profitability. It is also a high Information Systems (IS) priority. IS managers are evaluated by their ability to use Information Technology (IT) effectively to improve customer service.; Many firms are taking advantage of Internet technology to give customers direct access to their customer support knowledge base. With the option of direct access, using web-based interface, customers can choose to acquire support knowledge directly through the Internet. Despite the importance and rapid growth of web-based customer support, little empirical evidence and understanding of the underlying factors exists. The lack of scholarly research calls for empirical studies to identify the determinants and indicators of effective web-based customer support. To bridge the gap, this research develops a web-based customer support interface framework.; The framework links three determinants (service quality, information quality, and system quality) and three indicators (user satisfaction, loyalty, and retention) that are used to understand the effectiveness of a web-based customer support interface. The major findings include: (1) The proposed framework for a web-based customer support interface is confirmed. (2) Measurement model for service quality, information quality, and system quality is confirmed. (3) Information quality and system quality are found to positively impact user satisfaction. (4) User satisfaction is found to have a positive relationship with loyalty and retention. (5) Loyalty was found to have a positive relationship with retention.; This research is the first in a series of steps that can be taken to help understand the impact of information systems used in the dynamic interaction between the firm and the end user. The use of web-based customer support interface makes direct interaction between the firm and the end user a reality. By understanding the information system factors that are important to customer support, organizational efforts to raise the levels of user satisfaction, loyalty, and retention can be directed to the factors that contribute the most.