S
Sanjit Kumar Roy
Researcher at University of Western Australia
Publications - 108
Citations - 3651
Sanjit Kumar Roy is an academic researcher from University of Western Australia. The author has contributed to research in topics: Service (business) & Service quality. The author has an hindex of 26, co-authored 97 publications receiving 2577 citations. Previous affiliations of Sanjit Kumar Roy include Bentley University & Middlesex University.
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Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty
TL;DR: In this paper, the generic service quality dimensions of technology-based banking and the effect of these dimensions on customer satisfaction and customer loyalty were identified using an exploratory factor analysis (EFA).
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Value co-creation with Internet of things technology in the retail industry
M.S. Balaji,Sanjit Kumar Roy +1 more
TL;DR: Results of partial least square (PLS) structural equation modelling reveals that ease of use, superior functionality, aesthetic appeal and presence are key determinants of value co-creation for IoT retail technology.
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Constituents and consequences of smart customer experience in retailing
TL;DR: In this article, the authors examined the relationship between smart customer experience, customer satisfaction, perceived risk, behavioral intentions, word-of-mouth intentions, stickiness to retail store, shopping effectiveness, and consumer well-being.
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Predictors of customer acceptance of and resistance to smart technologies in the retail sector
TL;DR: In this paper, the authors investigated the customer acceptance of and resistance to smart technologies in the retail sector, by integrating the literature on technology acceptance model, system characteristics, technology readiness, and store reputation.
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Customer engagement behaviors: The role of service convenience, fairness and quality
TL;DR: In this article, the authors examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors and show that service convenience and perceived service fairness affect different forms of CEB positively.