The Sustenance of Technology in Determining Perceived Service Quality: Mediating Effect of Shopping Experience in Retail Stores

Abstract

The study explores the sustenance of technology in determining perceived service quality in retail stores. The study widely considered the self-service kiosks, mobile payment systems, and online integration to forming sustenance of technology. Furthermore, the mediation effect of shopping experience of customers is explored. The study is formulated with a sample of 450 customers purchasing various products at retail stores in Tiruchirappalli district. Questionnaire is developed to collect data from the sample respondents. Purposive sampling procedure is administered to select sample. Causal research design is used to test the causal links among the research variables. Findings indicated that self-service kiosks, mobile payment systems, and online integration have strong impact on sustenance of technology. Sustenance of technology has significant and positive influence on perceived service quality. The mediation effect of shopping experience between sustenance of technology and perceived service quality confirmed a partial mediation. Additionally, demographic factors like age, income, and occupation significantly affect sustenance of technology and service quality perception.