Quality of digital services: searching for true added value by performing interviews among top professionals
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School of Business |
Master's thesis
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Authors
Date
2018
Department
Major/Subject
Mcode
Degree programme
Information and Service Management (ISM)
Language
en
Pages
66
Series
Abstract
This thesis is about quality of digital services. In modern society effectiveness is important and during last decades we have met a lot of changes due to digitalization. It seems that many of service suppliers are desperately launching digital services for business and for pleasure, for professionals and for people without education to digitality. Quality of digital services is important for suppliers and consumers, but the definitions to explain it has seldom published. Research could bring in to daylight features that interviewees appreciate and would like to say that are giving high quality stamp for a digital service. Among these wanted features are easy to use, reliability, consistency, and most of all each digital service must give the resolution that customer is looking for. This research brought in daylight a new conceptual model explaining customer perceived quality experience and commitment to use digital services from different kind of perspective. According to this new model it is possible that each time customers enter to service they may require unique qualitative features depending on the actual need or problem to be solved. When a digital service responses with adequate quality to customers demand they keep on using the service. Customers are retained uses of digital service with high quality features that in hole formats Magical Circle™ around satisfied users. Too much too soon is one root cause for poor digital quality. The quality testing processes for various end devices needs a lot of talent, experience, patience, time and money. Each of the interviewees pointed out that service providers must listen carefully their customers voice and agilely adopt this feedback for their service development.Description
Thesis advisor
Kuula, MarkkuKeywords
digital, services, quality, customer feedback, customer oriented, Magical Circle, poor digital quality, Servqual