Table 2 One-sample statistics.
From: The impact of automation and optimization on customer experience: a consumer perspective
N | Mean | Std. deviation | Std. error mean | |
|---|---|---|---|---|
A1. Avoid shopping in an online shop if the order must be confirmed afterwards/manually by an operator. | 215 | 3.0605 | 1.04169 | 0.07104 |
A2. If an online shop cannot confirm the status of my purchase, I avoid buying from them. | 215 | 3.8512 | 1.10063 | 0.07506 |
A3. It is important to receive a purchase confirmation email. | 215 | 4.6791 | 0.68650 | 0.04682 |
A4. Basic tasks, such as changing delivery details, payment, etc., are best handled by an operator. | 215 | 2.6465 | 1.14209 | 0.07789 |
A5. It is important for customer service that the operator has up-to-date information. | 215 | 4.5070 | 0.77863 | 0.05310 |
A6. Sometimes, it seems that operators/companies have to do a lot of manual work to solve problems. | 215 | 3.3209 | 0.94931 | 0.06474 |
A7. For customer service, when entering information manually, many errors can occur. | 215 | 3.3023 | 0.93065 | 0.06347 |
A8. Returns are always best handled by an operator/employee. | 215 | 3.6837 | 0.94348 | 0.06434 |
A9. To provide good service, companies need to hire more staff. | 215 | 3.4837 | 1.04946 | 0.07157 |
A10. More employees provide better service to customers. | 215 | 3.1395 | 1.09334 | 0.07457 |
A11. Cutting staff will always worsen the quality of service. | 215 | 3.6279 | 1.06830 | 0.07286 |
A12. Manual tasks prevent urgent/important problems from being addressed/solved. | 215 | 2.6093 | 0.98868 | 0.06743 |
A13. An employee can only serve one customer at a time. | 215 | 3.5953 | 1.10605 | 0.07543 |
A14. Sometimes, I have the feeling that many companies lack digital skills. | 215 | 3.5767 | 0.80444 | 0.05486 |
A15. Sometimes, I wonder how some companies still do not invest more in digitization/automation. | 215 | 3.7488 | 0.90800 | 0.06193 |
B1. The company should automate the sending of purchase confirmation emails. | 215 | 4.3535 | 0.80051 | 0.05459 |
B2. The confirmation email should be sent as soon as possible. | 215 | 4.5674 | 0.66548 | 0.04539 |
B3. The confirmation email should contain the exact details of the order. | 215 | 4.6372 | 0.66171 | 0.04513 |
B4. Basic tasks, such as changing delivery details, payment, etc., should be automated as a natural part of the purchase/contracting process. | 215 | 4.1674 | 0.77932 | 0.05315 |
B5. The company should synchronize customer information and customer history. | 215 | 3.8279 | 0.88242 | 0.06018 |
B6. The response time of the company is a priority when it comes to the purchasing process, customer service, etc. | 215 | 4.1023 | 0.81959 | 0.05590 |
B7. Automated data entry could reduce many basic errors. | 215 | 3.8512 | 0.93538 | 0.06379 |
B8. Customers should be able to handle returns/incidents themselves. | 215 | 4.2977 | 0.75179 | 0.05127 |
B9. Eliminating repetitive tasks could allow employees to serve more customers. | 215 | 4.0651 | 0.82340 | 0.05616 |
B10. Eliminating repetitive tasks could allow employees to serve customers better. | 215 | 4.0419 | 0.83896 | 0.05722 |
B11. Eliminating repetitive tasks could allow employees more time for each customer. | 215 | 4.0977 | 0.77021 | 0.05253 |
B12. Eliminating repetitive tasks could increase the productivity of the company. | 215 | 4.1674 | 0.77932 | 0.05315 |
B13. Automation would allow thousands of customers to be served simultaneously. | 215 | 3.6186 | 0.88794 | 0.06056 |
B14. Companies should invest more in technology and tools for customer management. | 215 | 4.6698 | 0.60200 | 0.04106 |
B15. I like it when a purchasing process is quick and easy. | 215 | 4.1302 | 0.70497 | 0.04808 |
