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The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

This paper aims to explore the consumers’ and service-providers’ perspectives on the factors influencing adoption of e-services in rural India. The purpose is to enable better diffusion of technology for societal development in this digital era.

Using qualitative-based multiple-participant interviews, this study explores the factors affecting e-service adoption from two different perspectives. While interviews were conducted in five villages with 14 respondents to find out the perspectives of the consumers, this study also explores the service-providers’ perspectives through interviews conducted among 11 managerial respondents.

Catering to personal needs, improving perceived usefulness, value-added options, data analytics for better understanding customers and improving service delivery of the e-service are the major factors identified by the service-providers. The study also concludes that convenience, compatibility, societal influence and availability of value-added addition of the e-service are decisive in e-service adoption from the perspectives of the consumers.

The first limitation of this research is that there can be common method bias. Second, there were overlapping themes.

This study can help researchers working on the adoption of e-services in under-developed/developing countries. The findings of this study may help industries to focus on the determinants while designing the e-services for improving their rate of adoption.

This study will help in better diffusion of e-services in rural areas, which in turn will help in societal development in this digital era.

The focus is on societal development through the adoption of e-services in rural areas. To the best of the knowledge of the researchers, no qualitative study has been performed to capture the perspectives of both the service-providers and the consumers on the adoption of e-services in India.

The paper aims to examine ways to reduce privacy risk and its effects so that adoption of e‐services can be enhanced.

Consumers that form a viable target market for an e‐service are presented with the task of experiencing the e‐service and expressing their attitudes and intentions toward it. Structural equation modeling is used to analyze the responses.

The paper finds that consumer beliefs that the e‐service will be easy to use and that the e‐service provider is credible and capable reduce privacy risk and its effects, thus enhancing adoption likelihood.

The focus on a financial services product (online bill paying) suggests that similar research should be conducted with other high‐risk e‐services (such as those dealing with healthcare) and lower‐risk e‐services (such as subscription services and social networks).

In addition to addressing consumers' privacy risk directly, e‐service providers can also reduce privacy risk and its effects by enhancing corporate credibility and perceived ease of use of the service. Increased assessments of privacy risk perceptions and efforts to reduce those perceptions will likely yield higher usage rates for e‐services.

The use of the technology acceptance model from information systems research, combined with a multi‐faceted conceptualization of privacy risk, moves the examination of privacy risk to a higher level, particularly in light of the examination of the additional factors of perceived ease of use and corporate credibility.

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed.

A qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government.

The study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review.

The proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services.

The framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.

So far, the term e‐commerce has been primarily associated with communicating the brand and/or enabling sales transactions. However, the next vista for companies operating in the virtual marketplace seems to be e‐service or, delivering value‐added, interactive services to customers. This e‐business function has been left virtually unexplored in the services research literature. In this article, an attempt is made to investigate the impact of organizational reputation, relative advantage, and perceived risk on perceived service quality, trust and behavioral intentions of customers towards adopting e‐services. In the context of an electronic travel service, hypotheses on the relationships between aforementioned variables are investigated by means of an experimental study. The results suggest that the three factors have a significant main effect on the customers’ attitude and behavior towards e‐service. The only exception is that relative advantage does not appear to have a significant impact on customer trust. The results also show that organizational reputation and perceived risk have a combined effect: a good organizational reputation impacts the effect of perceived risk on the three dependent variables. Finally, the three factors appeared to be evenly important in the forming of customers’ attitude and behavior. Again, the only exception is that organizational reputation and perceived risk appear to be more important in terms of trust than relative advantage.

This chapter serves to recognize the uniqueness of the moment; the number of new users of e-services worldwide will double during 2015–2108 (moving from 2 billion users mostly living in the developed nations to an additional 2 billion users mostly living in developing nations). This radical embrace of new e-service technologies will substantially improve the quality of lives for most residents globally. A profound happening occurring now! The new technologies combine rapidly delivering of a multitude of services at extremely low cost to adopters now having extremely low incomes relative to residents living in developed nations. Adoption of e-service among residents in developing nations ends the debate as to whether or not marketing to the “bottom of the pyramid” is possible. The more relevant issues focus on describing and explaining e-service adoption processes in developing nations. How are these processes being implemented? What obstacles had to be overcome in achieving these adoptions? How were these obstacles overcome? Read this volume for research providing useful answers to these questions.

The purpose of this study is to understand why individuals choose to avoid using e-services due to security concerns and perceived risk when these factors are affected by the perceived degree of government cybersecurity preparedness against cyberattacks.

The authors adopt the information systems success model to predict the role of government security preparedness efforts in influencing the determinants of e-services avoidance. The conceptual model includes four variables: security concerns, perceived risk of cyberattacks, perceived government cybersecurity preparedness and e-services avoidance. Data from 774 participants were used to analyze our conceptual model.

First, the findings show that security concerns regarding personal information safety and perceived risk of cyberattacks are barriers to e-services use, with the former having a stronger effect. Second, the findings showed that perceived government cybersecurity preparedness significantly reduces security concerns and perceived risk of cyberattacks. Third, the post hoc group analysis between individuals with a bachelor’s degree or higher versus those without a bachelor’s degree showed that the effect of both security concerns and perceived risk of cyberattacks on e-services avoidance was greater for individuals without a bachelor’s degree. The same relationship between perceived risk of cyberattacks and e-services avoidance was not supported for individuals with a bachelor’s degree or higher.

Extant privacy research fails to adequately examine the role of institutional factors, such as government efforts, and how these mitigate or amplify cybersecurity concerns and risks related to e-services. This research takes the first step toward addressing this limitation by examining the influence of government cybersecurity preparedness efforts on the determinants of e-services avoidance.

Based on the stimulus-organism-response (SOR) framework, this paper aims to analyze the influence of environmental factors (e.g. competitive pressure) on the firm’s evaluations (i.e. perceived risk and convenience) and response (intention to purchase e-services).

A model is tested with data from a survey with 430 micro- and small-sized enterprises (MSEs) in an emerging country. The following constructs were measured: external factors, data security, lack of knowledge, perceived risk, convenience and purchase intention. Company size, internet use and previous experience were control variables.

MSEs’ intention to purchase e-services is strongly influenced by convenience, which in turn is more affected by external factors. Perceived risk is mainly affected by lack of knowledge and data security. Overall, the model supports the mediating role of perceived risk and convenience in the relationship between Stimuli factors (external factors, data security and lack of knowledge) on response (purchase intentions). For instance, data security influences purchase intention only through the mediation of perceived risk and convenience.

Firms interested in providing e-services for MSEs should improve the perceived convenience of e-commerce. At the same time, they can also reduce the lack of knowledge and increase data security to reduce the perceived risk of the decision-maker.

This paper demonstrates mediating effects of perceived risk and convenience, considering a SOR framework, as well as the analysis of business-to-business e-services in an understudied context, i.e. MSEs in an emerging country.

E‐government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous challenges to service providers in assessing the e‐service quality of web‐based services used in government. This study is conducted to propose a multi item scale for assessing the e‐service quality of government portals involving transactions.

Factors influencing the e‐service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e‐government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e‐services.

Seven constructs – i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information – were identified from the analyses, which can be used to assess the demand side service quality of government portals.

Despite a well‐structured, national‐level plan on e‐government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology‐enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens' satisfaction. Improved service quality based on citizens' need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e‐government. This study can help government portal developers get an insight into users' needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice.

The paper is original and a research study. It provides an understanding of citizens' perceived quality of e‐services and adoption behavior within the framework of the web‐based environment of government services.

Security has been a critical matter in the development of electronic services. The purpose of this research is to develop a new model to help e-service practitioners and researchers in the evaluation of e-service security and its effect on quality and intention to use e-services.

According to the literature, 13 security dimensions are extracted. Then, exploratory factor analysis is applied to reduce the number of security dimensions. This step is implemented based on end-users’ perception. Afterward, a hierarchical structure of e-service security is established to calculate the weights of security dimensions applying analytical hierarchy process method by contribution of e-service experts and providers. Finally, structural equation modeling using LISREL is applied to test the proposed theoretical model.

Results indicates that confidentiality, integrity, privacy, authentication, non-repudiation and availability are antecedents of consumers’ perceived security in e-service. Considering the high significance of perceived security, it is concluded that enhanced feelings of security will result in improved perception of quality. Furthermore, it is found that users will intend to use e-service if they feel that the quality of e-service is high.

Few studies have been done on users’ adoption behaviors of e-services and even those few have not investigated users’ security perception as a major factor affecting users’ intention to use e-services. Considering the increasing concerns of users about the security of their personal information and how it affects their adoption behaviors, there is a need to conduct more studies on the factors involved in this procedure. In this study, the concept of security from both perspective of objective security and subjective security is evaluated.