Technical Service Quality Research Articles

Perceived customer value and willingness to pay: strategies for improving and sustaining water service quality

PurposeSeveral studies have examined the relationship between service quality and willingness to pay in many industries. However, this relationship has not been explored through the lens of customer perceived value and their willingness to pay for improving and sustaining water service. This study aims to examine the impact of technical and functional service quality dimensions on customer perceived value and assess the influence of customer perceived value and socio-economic factors on customers' willingness to pay for improving and sustaining the water service.Design/methodology/approachTechnical service quality includes core water service such as water delivery and maintenance, while functional service quality refers to the appearance of facilities, employees’ dress, and communication. SERVQUAL questionnaire responses were collected from 333 Palestinian household customers. Cronbach’s alpha was conducted to measure internal consistency and convergent validity. Path analysis was utilized to evaluate a causal diagram by examining the relationships among the constructs.FindingsThe results showed that technical and functional service quality and relative price explain 52% of the customer perceived value variation. Additionally, the results revealed that customer perceived value, technical service quality, and relative price significantly impact the customer’s willingness to pay for improving and sustaining service. In contrast, the functional service quality and socio-economic factors have insignificant effects. These predictors explain 60% of the customer’s willingness to pay for improving and sustaining service.Practical implicationsThe study suggests that water providers should prioritize improving and sustaining technical service quality to increase customer willingness to pay. Furthermore, they should be aware that other factors, such as employee appearance and politeness, are less influential in driving customers’ willingness to pay.Originality/valueThe study presents a water service improvement model that utilizes data from a developing country to assess the influence of perceived customer value, along with its dimensions, on the willingness to pay for improving and sustaining water service quality.

Service quality in cloud gaming: instrument development and validation

PurposeThe global market for cloud gaming is growing rapidly. How gamers evaluate the service quality of this emerging form of cloud service has become a critical issue for both researchers and practitioners. Building on the literature on service quality and software as a service, this study develops and validates a gamer-centric measurement instrument for cloud gaming service quality.Design/methodology/approachA three-step measurement instrument development process, including item generation, scale development and instrument testing, was adopted to conceptualize and operationalize cloud gaming service quality.FindingsCloud gaming service quality consists of two second-order constructs of support service quality and technical service quality with seven first-order dimensions, namely rapport, responsiveness, reliability, compatibility, ubiquity, smoothness and comprehensiveness. The instrument exhibits desirable psychometric properties.Practical implicationsPractitioners can use this new measurement instrument to evaluate gamers' perceptions toward their service and to identify areas for improvement.Originality/valueThis study contributes to the service quality literature by utilizing qualitative and quantitative approaches to develop and validate a new measurement instrument of service quality in the context of cloud gaming and by identifying new dimensions (compatibility, ubiquity, smoothness and comprehensiveness) specific to it.

Robotic service quality, authenticity, and revisit intention to restaurants in China: extending cognitive appraisal theory

Purpose Using cognitive appraisal theory, this study aims to propose and test an integrated framework – comprising robotic service quality, robotic service authenticity, customer existential authenticity and customer revisit intention – on diners with experience using robotic technology in restaurants. The moderating role of robotic appearance is in the hypothesised relationship. Design/methodology/approach Data was gathered through a Web-based survey delivered to 428 diners who had experience using robotic services in restaurants in China. The hypotheses were analysed using a structural equation model and multi-group analysis was used to analyse the moderating effect. Findings The findings indicate that functional service quality positively influences robotic service authenticity and existential authenticity. However, technical service quality only affects existential authenticity, which leads to revisit intention. Robotic appearance moderated the relationship between functional service quality and service authenticity. Research limitations/implications Restaurateurs should enhance robotic service authenticity, existential authenticity and revisit intention by improving robotic technical service collaborating with robot manufacturers and operators. Originality/value Focusing on cognitive appraisal theory, the findings serve as a starting point for investigating robotic service quality and authenticity in robotic service settings theoretically and empirically.

The role of service quality in achieving sustainable development goal 3: shaping students' psychological well-being in an Egyptian higher education context

Purpose This study aims at exploring the role of higher education service quality in affecting students' psychological well-being through the lens of the sustainable development goals. This purpose is achieved through investigating the effects of functional and technical service quality dimensions on six psychological well-being dimensions, namely, environmental mastery, autonomy, self-acceptance, positive relationships with others, personal growth and purpose in life.Design/methodology/approach Using a survey, data were collected from 453 Egyptian students. The hypotheses are tested using structural equation modeling via SmartPLS 4. The study's limitations are the inability to use probability sampling techniques and length of the survey that led to low response rates.Findings The results show that functional service quality is positively associated with students' autonomy, positive relationships with others and self-acceptance, while functional service was found insignificant in affecting environmental mastery or self-acceptance. Further, positive results are found in the relationship between technical service quality and students' environmental mastery and self-acceptance. On the other hand, a negative relationship is detected between technical service quality and students' personal growth. Lastly, technical service quality is found to be insignificant in affecting students' autonomy or personal relationships with others.Originality/value This study responds to calls for more studies investigating how service quality can shape and affect customer well-being. Furthermore, this is the first study to investigate the different roles played by functional and technical service quality in affecting six psychological well-being dimensions of higher education students. Drawing on a sample of 453 Egyptian students, this study provides a novel contribution about the Egyptian higher education context, which is both understudied in the service literature and the well-being literature.

Impact of E-Commerce Live Broadcast on Online Purchase Intention: An Empirical Research Based on Social Technology Theory

The study aimed to determine the impact of a live broadcast on customers online purchase intention based on the social technology theory among financial management students in China. This paper took e-commerce live broadcast as the research object, and tests the overall marketing effect of e-commerce live broadcast and the impact mechanism of e-commerce live broadcast service quality on online purchase intention. This study utilized a descriptive correlational research design. In particular, the descriptive phase will be used in determining the profile of the respondents; in determining the respondents' perception on the impact of e-commerce live broadcast unique technical features on consumer participation; in determining the respondents' perception on the impact of e-commerce live broadcast on service quality; and in determining the respondents' perception on the impact of e-commerce live broadcast characteristics to online purchase intention. In addition, the relevant stages included the testing the relationship and importance of the impact of e-commerce live broadcast on online purchase intention, and testing the impact of respondents' e-commerce live broadcast on online purchase intention, as well as the differences and significance of the above e-commerce live broadcast technical features, service quality, and other relevant features. The research objects of this paper were the 297 students from Minnan Normal University, Fuzhou University of Foreign Studies, and Fuzhou University who watched the live broadcast on the e-commerce platform Taobao (Tmall Live). The researcher used a researcher-made survey questionnaire as the main instrument in data gathering Keywords: e-commerce live broadcast, online purchase intention, unique technical features, live broadcast service quality, anchors selection strategy, marketing strategy

Pengaruh Technical Factors dan Reliability Factors Terhadap Pengguna Software Sistem Keuangan Desa di Kabupaten Karawang

This research was conducted to analyze the effect of Technical Factors and Reliability Factors on the Perceived e-Readiness of the Village Financial System (Siskeudes) variable in Karawang Regency, as well as to analyze the influence of the Intention to Use variable on the Actual Adoption Software Village Financial System (Siskeudes) variable. This study uses Technical Factors and Reliability Factors with 5 variables that affect Perceived e-Readiness of Siskeudes software including the variables Perceived Simplicity, Technical Quality of Service, Accessibility, Perceived Trust and Regulation and Policies which are processed using the Structural Equation Modeling (SEM) method with SmartPLS 3.0 program assistance. Data collection was carried out by distributing questionnaires (questionnaires) to 297 villages, especially village officials in Karawang regency who already use the village financial system (Siskeudes). The results of this study indicate that the variables Perceived Simplicity, Technical Quality of Service, Accessibility, Perceived Trust and Regulation and Policies have a significant positive effect on the Perceived e-Readiness variable, while the Perceived e-Readiness variable has a positive and significant effect on the Intention to Use variable. and the Intention to Use variable has a significant effect on the Actual Adoption Software variable.

Strategic Capabilities and Performance of Insurance Firms Listed at the Nairobi Securities Exchange, Kenya

The insurance sector has witnessed growth in both the corporate and private sectors driven by increased insurance uptake among corporations and individuals. However, despite the dynamic nature of the sector, some insurance firms face significant challenges in keeping up with their counterparts. To address the performance variations in the insurance sector, it is crucial to examine strategic capabilities such as technical knowledge, innovation, learning culture and service quality and their impact on performance of NSE listed firms in Kenya. This study aims to investigate how strategic capabilities influence the performance of these firms. The specific objectives of the study were: to examine the effect of innovation capability on the performance of NSE-listed insurance companies in Kenya; to determine the effect of service quality capability on the performance of NSE-listed insurance companies in Kenya; to investigate the effect of technical knowledge capability on the performance of NSE-listed insurance companies in Kenya and to examine the effect of learning culture capability on the performance of NSE-listed insurance companies in Kenya. The study was anchored on the Resource based view theory, Knowledge based view and Dynamic capabilities theories. A descriptive cross-sectional survey research design was adopted targeting 258 senior staff members of six listed insurance firms on the Nairobi Securities Exchange. A sample size of 156 respondents was determined by Yamane formula and stratified random sampling technique used for sample selection. Structured questionnaire was used for primary data collection with a pilot test involving 16 respondents to ensure the validity and reliability of the research instrument. Data analysis was performed with an aid of statistical packages for social sciences (SPSS) software employing descriptive statistics, correlation analysis and multiple regression models. The findings revealed that innovation strategic capability, service quality strategic capability, technical knowledge strategic capability and learning culture strategic capability all had a positive significant relationship with performance of NSE-listed insurance companies in Kenya. The study therefore recommended that insurance firms listed at the NSE should invest in innovation, service quality, technical knowledge and learning culture to enhance their performance.

Covid-19 Pandemi Sürecinde Uzaktan Eğitim Sistemine Yönelik Algıların Bilgi Sistemleri Başarı Modeli ile İncelenmesi

During the Covid-19 pandemic process, the evaluation of distance education technologies, which have an important place in educational activities, and the examination of their usage level has become more and more important for higher education institutions. The aim of this study is to investigate the effects of distance education system on students within the framework of the Information Systems Success Model during the Covid-19 pandemic process. For this reason, an expanded Information Systems Success Model including perceived education quality, technical service quality, information quality, fear of Covid-19 was used in the study. In this context, 1011 undergraduate students studying at Necmettin Erbakan University in Türkiye were asked questions to determine the factors affecting the use of the distance education system with the method of questionnaire. The data obtained were tested with the Structural Equation Model (SEM). As a result of the analysis, it was found that the fear of Covid-19 positively affected the quality perception associated with the distance education system. It has been understood that the quality of technical service, training and information associated with distance education has a significant effect on satisfaction and intention to use. The results of the study also showed that satisfaction and intention to use have a positive effect on actual usage behavior.

The Good Name Of The Corporate Taxpayer In Moderating The Influence Of Technical Knowledge, Moral Obligations, Quality Of Service And Taxpayer Compliance

The purpose of this study is to determine the level of mandatory compliance of the entity in carrying out tax obligations when it already has technical knowledge, moral obligations and quality of service as well as whether the Good Name of Taxpayers can improve taxpayer compliance. The research method was carried out quantitatively and analyzed using SMARTPLS 3.0 software. The results showed that all independent variables had a positive effect on taxpayer compliance, then the good name of taxpayers could only moderate the quality of service to taxpayer compliance.

Factors Influencing Clinicians' Use of Hospital Information Systems for Infection Prevention and Control: Cross-Sectional Study Based on the Extended DeLone and McLean Model.

Healthcare-associated infections have become a serious public health problem. Various types of information systems have begun to be applied in hospital infection prevention and control (IPC) practice. Clinicians are the key users of these systems, but few studies have assessed the use of infection prevention and control information systems (IPCISs) from their perspective. This study aimed to (1) apply the extended DeLone and McLean Information Systems Success model (D&M model) that incorporates IPC culture to examine how technical factors like information quality, system quality, and service quality, as well as organizational culture factors affect clinicians' use intention, satisfaction, and perceived net benefits, and (2) identify which factors are the most important for clinicians' use intention. A total of 12,317 clinicians from secondary and tertiary hospitals were surveyed online. Data were analyzed using partial least squares-structural equation modeling and the importance-performance matrix analysis. Among the technical factors, system quality (β=.089-.252; P<.001), information quality (β=.294-.102; P<.001), and service quality (β=.126-.411; P<.001) were significantly related to user satisfaction (R2=0.833), use intention (R2=0.821), and perceived net benefits (communication benefits [R2=0.676], decision-making benefits [R2=0.624], and organizational benefits [R2=0.656]). IPC culture had an effect on use intention (β=.059; P<.001), and it also indirectly affected perceived net benefits (β=.461-.474; P<.001). In the importance-performance matrix analysis, the attributes of service quality (providing user training) and information quality (readability) were present in the fourth quadrant, indicating their high importance and low performance. This study provides valuable insights into IPCIS usage among clinicians from the perspectives of technology and organization culture factors. It found that technical factors (system quality, information quality, and service quality) and hospital IPC culture have an impact on the successful use of IPCISs after evaluating the application of IPCISs based on the extended D&M model. Furthermore, service quality and information quality showed higher importance and lower performance for use intention. These findings provide empirical evidence and specific practical directions for further improving the construction of IPCISs.

Evaluation and Analysis of the Impact of Customer Satisfaction of After-sales Service of Medical Equipment on Financial Performance-Taking a Medical Equipment Company as an Example

Abstract Taiwan's high-end medical equipment industry has been updated rapidly, especially the emphasis that medical institutions place on medical quality is reflected in the consumer demand market. In order to improve performance, in addition to promoting new equipment products, equipment manufacturers must pay more attention to customer feelings and sales satisfaction. This study aims at medical professional customers' satisfaction with the after-sales service customer service of medical equipment companies, using questionnaire surveys, and Use statistical analysis to detect the correlation and influence among variables, and make internal adjustments and service upgrades for the more influential variable groups to focus on projects, improve the overall after-sales service satisfaction, and then drive the growth of the company's performance and performance. According to the research results, the service items valued by the customer group can be significantly affected by the five dimensions in the conceptual model of service quality (PZB, 1988): 1. Reliability 2. Responsiveness 3. Assurance 4. Empathy 5. Tangible, so medical equipment manufacturers should continue to maintain good technical service quality, in order to improve customer satisfaction and loyalty. These results can be used as a reference for enhancing the internal core value of the enterprise and planning marketing strategies. Keywords: Medical equipment, Service quality conceptualization model, After-sales service customer satisfaction.

Analysis of Technical Service Quality in Increasing Customer Loyalty and Satisfaction: Study Broadband Internet Service in Indonesia

This paper investigates the effect of service quality on consumer loyalty of Telkomsel Flash broadband internet access services. Furthermore, the variables of trust and customer satisfaction are also tested as mediating variables. Samples were taken as many as 200 respondents were carried out using convenience sampling techniques by selecting a non-random sample. A convenience sampling technique was chosen to avoid perceived bias in filling out the questionnaire. Data were analyzed with AMOS 18, Structural Equation Model Analysis was conducted to estimate several separate regression equations, but each has a simultaneous or concurrent relationship. The variable technical quality and customer satisfaction directly and partially affect consumer loyalty on Telkomsel Flash broadband internet access services. Mediation testing results indicate that the research model best represents the data in this study as partially mediated models. The results show that there is a positive and significant relationship between variables in 4 relationship interactions. The relationship of the variables referred to is (1) service quality with customer satisfaction, (2) service quality with trust, (3) service quality with customer loyalty, (4) customer satisfaction with customer loyalty. Nevertheless, two relationships between variables show insignificant relationships: customer satisfaction with trust and (2) trust with customer loyalty.

Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences

The dimension of logistics service quality (LSQ) has been receiving much attention as a key factor for the success of many leading domestic e-commerce platforms (DEC). However, the recent increase in demand for cross-border e-commerce (CBEC) calls for a reexamination of the relationship between LSQ and consumer repurchase intention. This study assesses the significance of the moderating effects of CBEC on the LSQ–satisfaction–loyalty–repurchase intention consequence chain. The findings revealed that CBEC has an enhancing moderating effect on the relationship between customer satisfaction and functional service quality (personnel quality) and, conversely, an attenuating moderating effect on the relationship between customer satisfaction and technical service quality (timeliness) and price quality (price fairness). Many DEC business platforms that are considering expanding into foreign markets can use these findings to create effective CBEC logistics service strategies.

From QoS to QoE plus QoT in Beyond 5G Networks

In the Beyond 5G (B5G) era, a paradigm shift from technical Quality of Service (QoS) oriented networks to user-centric Quality of Experience (QoE) centred network architectures is expected to occur. With this development, the infusion of QoE user requirements into B5G networks will be critical to the emergence of ultra-reliable and ultra-low latency haptic-enabled Internet applications of the future. One such application which will signify the emergence of a tele-haptic Internet will be the mission-critical use case of remote robotic surgical task performance, precipitating a transition from content-based to skillset delivery networks for an augmented user experience. In extending network QoS to user focused QoE and with it, Quality of Task (QoT) dimensions, human users in a global control loop (such as robotic surgeons) will be capable of true-to-life immersive remote task performance through the manipulation of objects in real-time and across large geographical distances. In this paper, we discuss the linkages between network and user-centric QoS and QoE (with QoT) perspectives. Further, we explain the emergence of a future B5G network and haptic-enabled Internet of Skills (IoS), and draw on the example of an architecture applied to the task-sensitive mission-critical use case of tele-haptic surgery. In doing so, we conceptualise and present Task-Technology Fit (TTF) theoretical and predictive modelling that can be empirically applied to this futuristic use case for a novel QoE/QoT perspective of future B5G communication networks.

인천국제공항 서비스품질이 소비가치 및 만족도에 미치는 영향 연구

This study aimed to analyze the effect of the quality of airport service on consumption value and satisfaction. First, among airport service quality factors, employee service quality was found to have a significant effect on consumption value. Second, among airport service quality factors, technical service quality was also found to have a significant effect on consumption value. Among airport service quality factors, technical service quality was found to have a significant effect on satisfaction, while employee service quality was found to have no significant effect on satisfaction. Fourth, it was found to have a significant effect on the relationship between consumption value and satisfaction variables. In other words, considering that satisfaction with employee services has decreased due to the development of non-face-to-face and automated services after the pandemic, the need to seek a differentiated way to improve the professionalism of employees is suggested. Based on the results of this study, it was intended to suggest a direction for the improvement of airport service quality and to present a segmented marketing strategy accordingly.

Investigation of technical quality of antenatal and perinatal services in a nationally representative sample of health facilities in Nepal

BackgroundAccess to routine antenatal and perinatal services is improved in the last two decades in Nepal. However, gaps remain in coverage and quality of care delivered from the health facilities. This study investigated the delivery of technical quality antenatal and perinatal services from health facilities and their associated determinants in Nepal.MethodsData for this study were derived from the Nepal Health Facility Survey 2015. The World Health Organization's Service Availability and Readiness Assessment framework was adopted to assess the technical quality of antenatal and perinatal services of health facilities. Outcome variables included technical quality scores of i) 269 facilities providing antenatal services and ii) 109 facilities providing childbirth and postnatal care services (perinatal care). Technical quality scores of health facilities were estimated adapting recommended antenatal and perinatal interventions. Independent variables included locations and types of health facilities and their management functions (e.g., supervision). We conducted a linear regression analysis to identify the determinants of better technical quality of health services in health facilities. Beta coefficients were exponentiated into odds ratios (ORs) and reported with 95% confidence intervals (CIs). The significance level was set at p-value < 0.05.ResultsThe mean score of the technical quality of health facilities for each outcome variable (antenatal and perinatal services) was 0.55 (out of 1.00). Compared to province one, facilities of Madhesh province had 4% lower odds (adjusted OR = 0.96; 95%CI: 0.92, 0.99) of providing better quality antenatal services, while health facilities of Gandaki province had higher odds of providing better quality antenatal services (aOR = 1.05; 95% CI: 1.01, 1.10). Private facilities had higher odds (aOR = 1.13; 95% CI: 1.03, 1.23) of providing better quality perinatal services compared to public facilities.ConclusionsPrivate facilities provide better quality antenatal and perinatal health services than public facilities, while health facilities of Madhesh province provide poor quality perinatal services. Health system needs to implement tailored strategies, including recruiting health workers, supervision and onsite coaching and access to necessary equipment and medicine in the facilities of Madhesh province. Health system inputs (trained human resources, equipment and supplies) are needed in the public facilities. Extending the safe delivery incentive programme to the privately managed facilities could also improve access to better quality health services in Nepal.

Motivation of Achievement as a Medium Variable in the Correlation among Technical Skill, Work Environment and Educational Staff Members Service Quality at Faculty of Teacher Training and Education Lambung Mangkurat University Banjarmasin

The importance of education personnel's service quality through instilling good technical skills in the faculty is crucial. It effects individual performance and total organizational performance and eventually has an impact on increasing service quality. Therefore, this study aims to analyze the direct and indirect correlation among technical skills, work environment, achievement motivation, and educational staff members service quality. This study employed a quantitative method with facto exposure. The participants in this study were 128 educational staff members from the Faculty of Teacher Training and Education from eleven sub-sections. Proportional random sampling was utilized as the sample method. With 98 participants, the number of samples was determined using the Slovin formula. Data was collected using a questionnaire consisting of technical skills (16 items), work environment (24 items), achievement motivation (32 items), and service quality (24 items). This research instrument was tested for the level of validity and reliability using the product moment correlation test person. The research data were analyzed using path analysis to see direct and indirect correlations between variables, by first conducting normality and linearity tests. The results showed that there was a direct and indirect correlation between technical skills, work environment and achievement motivation on service quality.

Motivation of Achievement as a Medium Variable in the Correlation among Technical Skill, Work Environment and Educational Staff Members Service Quality at Faculty of Teacher Training and Education Lambung Mangkurat University Banjarmasin

Motivation of Achievement as a Medium Variable in the Correlation among Technical Skill, Work Environment and Educational Staff Members Service Quality at Faculty of Teacher Training and Education Lambung Mangkurat University Banjarmasin

FORMATION OF A MODEL FOR DETERMINING THE COMPETITIVENESS OF ENTERPRISES IN THE MARKET OF TRANSPORTATION

The aspects of the formation and development of a methodological basis for assessing the competitiveness of a transport enterprise is considered in the article. A model for analyzing the competitiveness of enterprises in the transportation services market is developed. Based on this model, the level of competitiveness of a transport enterprise can be analyzed, and the strengths and weaknesses of its development can be identified. The rolling stock, the production and technical base, the price and quality of services, the possibility of new competitors’ penetration are considered the main indicators that shape the competitiveness of a transport enterprise. The selected factors of ensuring the competitiveness of an enterprise should be analyzed with the help of indicators that determine them. Keywords: transportation, transport enterprise, competitiveness, logistics, transport.

Electronic technical assistance services quality: mediation role of brand image and satisfaction on repurchase intention

Purpose – This study analyzed the relationship between the perceived quality of electronic equipment technical assistance services with the intention of repurchasing, with the serial mediation model of satisfaction and brand image. Design/methodology/approach – A quantitative research of a described character was carried out and the survey method was adopted with technical assistance clients (n = 158). The conceptual model was evaluated using regression with bootstrapping. And, for the analysis of the mediation effects, with two mediating variables, an adaptation of the macro PROCESS (Hayes, 2017) was made for the software R. Therefore, four hypotheses were assessed by a cross-section research method using mediation analysis. Findings – The results indicate that general customer satisfaction mediates the relationship between the quality of the service perceived and the intentions to repurchase. In this sense, it can be concluded that the relationships between the perceived quality in services and the intentions of repurchase only occur through mediation for satisfaction or through the hierarchical causal relationship between satisfaction and image. The empirical test of the proposed model through a serial mediation approach expands the possibilities on understanding consumer brand affiliation processes. Moreover, it highlights the importance of assistance service companies as brand partners. Originality/value – The main contribution of this research is that satisfaction and brand image are positively associated with the intention to repurchase as reflections of the perceived quality by the technical assistance services of electronic products. Thus, the work shows that customers perceive the quality of the service, and this, in turn, provides positive consequences for both the service provider and the manufacturer (repurchase intentions) and for the customer (satisfaction). Design/methodology/approach – The survey was adopted with an instrument adapted from Yang (2010) and Christino et al. (2019) validated by experts. Made available online, the instrument collected 309 responses for analysis using the structural equation modeling technique. Findings – The results validated the positive relationships for Facilitating Conditions, Hedonic Motivation, Perceived Value, Habit and Performance Expectation - the highest’s coefficients. The influence of Expectation on Effort and Social Influence has not been validated. Research limitations/implications – The results cannot be generalized to all Brazilian individuals, in addition to considering recognized determinants of international literature. For this reason, suggestions are made for continuing and deepening the research. Practical implications – The results contribute by indicating the main perceptions that lead to the intention and use of discount coupons, which are the performance expectation and the habit. Thus, managers can develop their sales strategies considering such factors while society can establish strategies to more sustainable purchases. Originality/value – The research discusses the determinants of UTAUT2 in the Brazilian context to explain the intention and behavior of using online discount coupons, which are grouped together are unprecedented in Brazilian literature.