[SCOPUS] Roles of Technical and Functional Service Quality, and Cognitive and Affective Trust in IT Service Encounter

posted Mar 16, 2015, 5:25 AM by CWS Yonsei   [ updated Mar 16, 2015, 6:06 AM ]
Park, J.-G., Lee, H., Jang, J., & Lee, J. (2013). Roles of Technical and Functional Service Quality, and Cognitive and Affective Trust in IT Service Encounter. JNIT: Journal of Next Generation Information Technology, 4(8), 312-321.

Abstract
The purpose of this study is to examine the impact of IT service quality on trust, commitment and intention to continuously use the IT service. Service quality in this research is measured in two dimensions (technical and functional) while trust measured in two dimensions (cognitive and affective). An empirical model is proposed here, consisting of technical quality, functional quality, cognitive trust, affective trust, commitment and intention to use. The model was tested using 215 data points collected in a global electronics firm. Study results show that the cognitive and affective dimensions of trust are affected by functional and technical service quality. Interestingly, functional service quality seems to have effects stronger than technical service quality contrary to the expectation that technical quality of outcome would be more important than functional in case of IT services. Also, affective trust seems to maintain stronger effects than cognitive trust in raising the commitment level of IT service client. Further implications and limitations are discussed.

Keywords
Technical Quality;Functional Quality;Trust;Affective Trust;Cognitive Trust;Commitment;IT Service