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Article
Publication date: 14 July 2020

Seyyed Habibollah Mirghafoori, Hossein Sayyadi Tooranloo and Sepideh Saghafi

In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an…

Abstract

Purpose

In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy environment. Assessment of electronic service quality (ESQ) of libraries is significantly important according to their major roles. It should be noted that the ESQ has a significant impact on customer satisfaction, which improves organizational performance. Accordingly, low ESQ means waste of organizational resources and poor user satisfaction. So, there is a dire need to reflect reasons inducing failure modes in academic library ESQ. Thus, investigation of failure modes affecting academic library ESQ is highly important. One solution in this area is utilization of the intuitionistic fuzzy (IF) failure mode and effects analysis (FMEA) as one of the widely used methods for prediction and identification of failure modes.

Design/methodology/approach

The present study in terms of objective is applied and in terms of the type of method is descriptive-analytical. The research sample included four experts of Yazd academic Libraries (Iran). To collect data, three types of questionnaires were distributed among experts. The purpose of the first questionnaire was to identify and reach an agreement on e-library failure modes. Type II questionnaire was used to determine the importance of identified risk factors and Type III questionnaire was used to prioritize the factors.

Findings

Results indicate that the difficulty of using websites, lack of provided information feedback to users and lack of links on the website to users' are the main priorities for improving ESQ in the studied academic libraries.

Originality/value

In this approach, the Intuitionistic fuzzy Elimination Et Choix Traduisant la REalité and technique for order of preference by similarity to ideal solution method were used to rank failure modes in academic library ESQ within the FMEA framework.]

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Article
Publication date: 27 April 2020

Rafael Laitano Lionello, Luiz Antonio Slongo and Celso Augusto de Matos

Research studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the…

Abstract

Purpose

Research studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the purpose of this study is to present a systematic review and a quantitative integration of the main findings regarding the attributes and effects of ESQ.

Design/methodology/approach

A meta-analysis was conducted of 134 studies regarding ESQ. Based on the extant literature, authors propose a conceptual model that review quality attributes, meta-analyze their effects on general quality, perceived value, satisfaction, trust and loyalty and test the moderation of three contextual variables (i.e. mobile vs nonmobile device, online shopping vs pure service; specific site vs Internet).

Findings

Direct effects indicate that all proposed associations are significant, but with high variability, thus suggesting moderating effects. For instance, (1) type of device used by the customer, (2) type of service under analysis and (3) unit of analysis (i.e. site vs Internet) affect the relationship between quality attributes and satisfaction. This study also supported perceived value and satisfaction as relevant mediators in the link quality → loyalty.

Originality/value

This study analyses the general attributes of the ESQ construct, without the restriction of a specific model or type of service, and then tested the influence of the context. This study also shows that a substantial portion of the quality effect is transferred to loyalty through perceived value and customer satisfaction.

Details

Marketing Intelligence & Planning, vol. 38 no. 5
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 11 April 2016

Jose M. Barrutia, Mario R. Paredes and Carmen Echebarria

Based on service-dominant logic (SDL) and related perspectives, which suggest that value is co-created through the integration of resources, the purpose of this study is…

Abstract

Purpose

Based on service-dominant logic (SDL) and related perspectives, which suggest that value is co-created through the integration of resources, the purpose of this study is to propose a model which considers two value co-creation sources: firm resources, in the form of process electronic-service quality (ESQ) and outcome ESQ, and consumer resources, as represented by consumer expertise and its antecedents (i.e. social expertise and Internet skills). The effect of product type on the relationship between both co-creation sources, and the value is analyzed.

Design/methodology/approach

This study adopts a post-positivist approach. The study begins with cause and effect thinking to build a literature-driven model. Subsequently, pre-existent measures are adapted to the research context, and a Web-based questionnaire is built. The survey administration process yields 1,024 usable responses from Spanish Internet shoppers. To analyze the validity and reliability of the proposed scales and test the relationships hypothesized, the multivariate statistical techniques confirmatory factor analysis and structural equation modeling are used.

Findings

For low-outlay/high-frequency (LO/HF) products, consumers rely more on their own resources, and expertise is more important than process and outcome quality. For high-outlay/low-frequency (HO/LF) products, however, firm resources have a stronger impact.

Practical implications

The study findings may be useful to design e-commerce strategies combining specific ESQ and expertise-related policies according to the type of product offered by the e-service provider.

Originality/value

The empirical study reported here confers similar salience to both consumer resources and firm resources to explain value perception, which is unusual. This is the first study addressed to explain perceived value in a business-to-consumer e-commerce context by jointly considering firm resources (process ESQ and outcome ESQ), consumer resources (expertise) and product type. The moderating effect of product type is consistent with insights from prior marketing research but counterintuitive. It could be thought that expertise should be more important for HO/LF products, which is contrary to the results of this study.

Details

European Journal of Marketing, vol. 50 no. 3/4
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 12 October 2018

Ave Adriana Pinem, Ivonne Margi Immanuella, Achmad Nizar Hidayanto, Kongkiti Phusavat and Meyliana

This study aims to understand the antecedent of trust towards government-to-business (G2B) service in Indonesia. Trust will be viewed through four aspects, namely…

Abstract

Purpose

This study aims to understand the antecedent of trust towards government-to-business (G2B) service in Indonesia. Trust will be viewed through four aspects, namely, cognition-based trust, personality-oriented trust, affect-based trust and experience–based trust. Then, these antecedents of trust were examined as the factors of continuance intention by extending the expected confirmation theory (ECT).

Design/methodology/approach

Data were collected through a quantitative approach, and 389 respondents were involved in the study. The respondents are the investors who represent their organization which uses e-government service to report their investment activities to the Investment Coordinating Board of Indonesia. Data were analyzed using partial least square structural equation modelling approach with WarpPLS 4.0.

Findings

The result shows that factors that determine a user’s trust in government online service are service quality, trust towards government entity, recommendation to use the service and user’s habit of using the service. Factors that do not determine a user’s trust in government online service is a disposition to trust. Another finding is that a user’s trust on an online service does not directly influence his/her continuance of use. Trust will impact the continuance of use through perceptions of benefits and perceived satisfaction of using the online service.

Research limitations/implications

ECT is applicable in G2B process. Organizations have a perception of benefit while using a public e-service and confirm the perception through their experience while using an e-service to gain satisfaction, and this will encourage them to continue using the service.

Practical implications

To improve organizations’ trust on the e-service, the government needs to improve the e-service quality (by evaluating the efficiency, privacy, user support, reliability and information quality), investor familiarity of the system (training or socialization), investor trust on the government entity (improve the employee competence) and recommendation on using the system.

Originality/value

Trust dimension has also been studied to be a factor that influences the intention or continuance of use of technology; however, it has rarely been studied towards its effect in the ECT’s context. In e-government study, there are various studies related to government-to-citizen (G2C) concept. However, the research in government-to-business (G2B) area that has not been explored much.

Details

Transforming Government: People, Process and Policy, vol. 12 no. 3/4
Type: Research Article
ISSN: 1750-6166

Keywords

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Article
Publication date: 5 October 2012

Rui Sousa

Services provided through the internet (e‐services) are typically offered as part of a broader Multi‐Channel (MC) service package, combining these services with services

Abstract

Purpose

Services provided through the internet (e‐services) are typically offered as part of a broader Multi‐Channel (MC) service package, combining these services with services delivered through traditional channels (e.g. phone, physical facilities). Customers of e‐services display heterogeneity in channel use, ranging from customers with a high Degree of Focus on the Internet (DFI) channel (internet‐oriented customers) to customers with a low DFI (low focus on the internet and strong reliance on traditional channels). The purpose of this study is to examine whether a customer's DFI moderates the relationship between e‐service quality (eSQ) and e‐loyalty behavioral intentions in an MC e‐service.

Design/methodology/approach

Perceptual and objective data were collected from multiple sources in a major retail MC e‐banking service (survey of online customers, transactional data and customer database).

Findings

First, there is high diversity in DFI among e‐service customers; second, a customer's DFI negatively moderates the quality‐loyalty relationship.

Research limitations/implications

The study should be extended to other types of e‐services.

Practical implications

eSQ seems to be a more important driver of e‐loyalty behavioral intentions for low DFI customers than for high DFI (internet‐oriented) customers. Different strategies may need to be employed to drive retention across customers with different levels of DFI. Specifically, driving e‐loyalty among internet‐oriented customers may require complementing eSQ investments with additional retention mechanisms (e.g. building communities or creating switching barriers). DFI should be recognized as a useful and readily available customer segmentation variable for devising loyalty strategies.

Originality/value

The study pioneers the examination of the impact of channel use on the quality‐loyalty relationship. It breaks new ground in proposing DFI as a relevant customer segmentation variable for e‐service research and practice. External validity is enhanced by the use of objective (rather than self‐reported), real‐world data to measure customer channel use.

Details

International Journal of Quality & Reliability Management, vol. 29 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 11 April 2016

Yong Lin, Jing Luo, Shuqin Cai, Shihua Ma and Ke Rong

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of…

Abstract

Purpose

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain.

Design/methodology/approach

A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses.

Findings

The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services.

Research limitations/implications

The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results.

Practical implications

The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce.

Originality/value

A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

Details

Industrial Management & Data Systems, vol. 116 no. 3
Type: Research Article
ISSN: 0263-5577

Keywords

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Article
Publication date: 21 November 2018

Daniel Tumpal Hamonangan Aruan, Roberta Crouch and Pascale Quester

This paper aims to examine the relative importance of country of brand (COB), country of service delivery (COSD) and country of person (COP) in consumer evaluation of…

Abstract

Purpose

This paper aims to examine the relative importance of country of brand (COB), country of service delivery (COSD) and country of person (COP) in consumer evaluation of hybrid services.

Design/methodology/approach

Using data (N = 1,071) from Australia, Indonesia and Singapore, a conjoint analysis experimental design explored empirically the importance of country of origin (COO) effects in three service contexts: search, experience and credence.

Findings

The analysis reveals that the relative importance of COP was the highest for credence services, while COB was the strongest for experience services.

Practical implications

For firms operating offshore, companies must understand that the COO construct is multi-dimensional for services, as it is for tangible products and not limited only to COB as traditionally thought. At least two other distinct dimensions – COSD and COP – can play significant roles as predictors of service quality expectations. Companies must consider the implications of service type, according to the search-experience-credence continuum to inform staffing decisions and managing customer expectations.

Originality/value

This research contributes to the literature by extending the understanding of country image effects in the context of hybrid service provisions, particularly in the view of customer expectations of services with multiple country-of-origins. Although there have been several studies examining the effects of COO on services evaluation, no empirical study has examined the effects of multiple COOs simultaneously from the perspective of location where the service is delivered (COSD) and individuals who deliver the service (COP), in addition to the effect of COB origin.

Details

Journal of Product & Brand Management, vol. 27 no. 7
Type: Research Article
ISSN: 1061-0421

Keywords

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Article
Publication date: 10 July 2020

Apeksha Hooda and M.L. Singla

The purpose of this paper is to empirically identify the themes of core-competencies required for future-oriented and sustainable e-governance practices, especially across…

Abstract

Purpose

The purpose of this paper is to empirically identify the themes of core-competencies required for future-oriented and sustainable e-governance practices, especially across the developing nations.

Design/methodology/approach

The present study has been conducted using the sequential mixed method research wherein the exploratory qualitative study is first carried out with the government officials involved in e-governance implementation across India to identify the themes of core-competencies. The findings of this exploratory study are then empirically tested with the 359 respondents from Group A and Group B officers of the two government departments in India using partial least square technique.

Findings

The findings suggested that to ensure the implementation of future-oriented and sustainable e-governance, it is required to develop the core-competencies. The significant core-competencies explored are, namely, process management, employee engagement, internal service quality, external service quality, citizen satisfaction, leadership, culture and technology.

Research limitations/implications

As strategic implementation of e-governance is a relatively new area of study, the present study has used the learning from core-competencies studies in the non-government sector.

Practical implications

The findings of this study underscore the need for strategic implementation of e-governance to have long-term success of e-governance. The requirement is to develop the core-competencies. These core-competencies are the key to making the government departments proactive in dealing with any future contingency without compromising on the departmental performance.

Originality/value

The present research is one of the few research studies focusing on the implementation of sustainable and future-oriented e-governance. The current study has laid the stepping stone for investigating the role of core-competencies to ensure the implementation of sustainable and future-oriented e-governance.

Details

Transforming Government: People, Process and Policy, vol. 15 no. 1
Type: Research Article
ISSN: 1750-6166

Keywords

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Article
Publication date: 1 June 2015

Gajendra Sharma and Wang Lijuan

– The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion.

Abstract

Purpose

The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion.

Design/methodology/approach

The online survey was performed on a survey portal provided by Nepal Telecom in Nepal.

Findings

The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology.

Research limitations/implications

Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners.

Practical implications

The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market.

Originality/value

E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

Details

The Electronic Library, vol. 33 no. 3
Type: Research Article
ISSN: 0264-0473

Keywords

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Article
Publication date: 23 July 2021

Gurmeet Singh, Neale J. Slack, Shavneet Sharma, Asheefa Shaheen Aiyub and Alberto Ferraris

This study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food…

Abstract

Purpose

This study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food restaurants on price fairness and its consequence on customer retention.

Design/methodology/approach

This survey collected 331 responses using the public intercept method. Data analysis involved performing confirmatory factor analysis (CFA) on the measurement model, followed by structural equation modeling. Moderation analysis was performed using SPSS (model1 in process macro), while mediation was performed using model 4 in process macro.

Findings

Empirical results of this study revealed the positive effect of restaurant service quality dimensions on price fairness and price fairness on customer retention. It also revealed that brand image strengthened the restaurant service-quality/price fairness interrelationship, and that customer satisfaction partially mediated the price fairness/customer retention interrelationship.

Research limitations/implications

Findings of this study are useful to marketers and fast-food restaurateurs in establishing the right combination of service quality dimensions and brand image that increase perceptions of price fairness and increase customer satisfaction and retention.

Originality/value

This study contributes to advancing the theoretical foundations of customers' perceived price fairness and retention research, specifically in the understudied fast-food sector of emerging economies. It extends the application of the equity theory to expose the direct and indirect influences on customer perceived price fairness and customer retention. The findings provide a better understanding of price fairness perceptions.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

Keywords

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