Service Quality Measurement Of Customized Products In The Context Of Internet Of Things

With the emergence of personalized customer demands and advanced Internet of Things(IoT)technology,the customized product industry begins a technological revolution.Compared with standard products,customized products occupy more market share because of its uniqueness,visual beauty and optimized demand.Meanwhile,non-price factors such as services quality become more important in influencing consumers' decision to purchase products,and become key means for manufacturers to attract customers.Therefore,it is necessary to understand the dimension of service quality that customers care about and the perceived value in the product customization process for manufacturers of customized industry in the context of the IoT.It has led to the interaction of services and products into the sight of manufacturers,forming a new business mode called service-oriented manufacturing(service-oriented manufacturing,SOM).This thesis fully considers the characteristics of customized products in the context of the IoT and comprehensively summarizes related literature.A questionnaire survey was conducted on 202 users who had customized products experience in the context of IoT.Following the development process of the scale strictly,a final scale is developed which can measure service quality of customized industry in the context of IoT with the scale construction,improvement and verification.The final scale includes the service quality of product design process,production process and after-sales process.The service quality of each stage is composed of several formative indicators.There are nine secondary formative measurement indicators in total.Among them,the indicators of design process service quality include ease of use,information quality and perceived novelty.The indicators of production process service quality are perceived convenience,flexibility and perceived involvement.The after-sales service quality indicators include privacy,procedural fairness and perceived intelligence.In addition,the thesis also explores the impact of service quality in the design-production-aftersales process on customer perceived value and post-purchase intentions(word of mouth and repeated purchase intentions).The results show that the service quality of design,production and after-sales process has a positive effect on perceived value,and further promotes post-purchase intention.This study provides customized industry managers with a new service quality measurement scale,which helps them predict customer behavior accurately and transform to service manufacturers successfully.