Search results

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.

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).

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.

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.

The purpose of this paper is to investigate the role of the intermediary in delivering public services from government departments to different stakeholders (business and citizens) and to highlight the challenges that face the development of e‐government services in the context of Madinah City, in Saudi Arabia.

The paper uses a broad literature review to identify significant factors that contribute to e‐government adoption and diffusion success. These factors are then used as a basis for analyzing the findings from a case study that focuses on the concept of intermediaries for e‐government service delivery in Saudi Arabia. To investigate a less‐recognized phenomenon, such as the use of intermediaries in e‐government contexts, the authors adopt a qualitative case study approach to gain further understating. This method allowed examining the phenomenon in its natural settings through employing multiple methods of data collection. Further, it gave the researchers enough room to get a closer look at the reasons behind introducing the intermediary concept in the e‐government context and provided considerable flexibility during interviews and observations.

The results of this paper indicate that digital divide and poor infrastructure to conduct payments (secure transactions) for e‐government services was hindering citizens' adoption of e‐services in Saudi Arabia. Thus, the intermediary concept was facilitating citizens' access to e‐government services and helping to reduce the digital divide in Saudi Arabia. The findings also show that intermediaries helped in increasing the availability of e‐government services. Additionally, this paper finds that trust between the service provider (government) and service requester (citizens and businesses) is an important factor that influences not only e‐government adoption and diffusion, but also the role of electronic intermediary (e‐offices) in facilitating this adoption.

The authors take into account the most salient adoption factors when introducing e‐government systems. Electronic intermediaries may help to enhance the understating and analysis of those adoption factors in government settings and facilitate government departments in realizing the importance of intermediaries' role in e‐government contexts. Furthermore, this paper significantly contributes to the knowledge and practice of e‐government adoption and diffusion and provides sufficient support to decision makers in expediting e‐government adoption and diffusion.

The purpose of this paper is to consider the technology acceptance model (TAM) in the context of internet securities trading. It examines the antecedents of perceived usefulness and explores the role of trust and attitude of securities investors toward usage. The behavioural intention of investors to use the internet securities trading service is influenced by perceived usefulness, attitude toward usage, and trust.

The paper uses survey research to explore the determinants in the e‐securities trading acceptance model.

The findings show five antecedents have a positive impact on perceived usefulness. These are ease‐of‐use, information quality, accessibility, trust, and flow control of the securities trading process. Respondents identify the highest benefit as the flow control of the securities trading processes via the internet channel.

The results suggest that investors prefer to have the freedom to control the details of the process when trading securities. In addition, trust is important for all levels of the TAM process. Trust has a large impact which is mediated through both perceived usefulness and attitude toward usage. There is a weaker direct impact on intention to use.

This paper includes a more comprehensive measurement of the antecedents of perceived usefulness such as ease‐of‐use, information quality, accessibility, flow control, and trust. It also demonstrates the importance of trust in explaining the psychological attitudes toward the service.

The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous literature.

The conclusions are based on a critical review of previous literature. Computer databases (e.g. Google scholar) were the main tools used to identify relevant research in the area. Then, the electronic and physical bibliographical resources from universities in two different countries were used to obtain the papers.

The authors describe the current e‐SQ research gaps (research opportunities) and indicate possible routes for future investigation.

The orientation of this study aims to reduce the efforts of researchers who desire to enter this field.

The development of new orientations and focuses for the conceptualisation and measurement of e‐SQ are crucial for the effective management of e‐SQ and a major issue on the market research agenda.

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.

The purpose of this paper is to classify the best practices selected by the “Finnish Government Information Society Policy Programme” with a framework that includes four segments: technology, supply, demand, and spatial impact scale. These segments are elemental parts of service development processes, the best of which are classified into seven distinct categories: Telecommunications; Citizen Readiness; Education and Research; Working Life; Public Sector Electronic Services; Social and Health Care; and Electronic Commerce.

The empirical material includes the best practices as defined by the Finnish Government Information Society Policy Programme 2003‐2007. The best practices were analyzed through their project descriptions. The data were classified with textual content analysis into categories that were further analyzed numerically. The tools of statistical analysis included cross‐tabulations and chi‐square tests.

The results reveal differentiation among the best practices. The majority of service development concerns applications and software. However, physical infrastructure development was also present in the largest cities. Public sector organizations produced more than half of all of the best practices selected. Public‐private partnerships were also common, and the majority of service development was targeted to the national level.

The best practices analyzed illustrate the view of the Finnish Government Information Society Policy Programme. Consequently, the analysis highlights the values of the policy program. The data include only a small segment of on‐going development activity and represents a case study and therefore it is limited to the Finnish and Nordic context.

This paper uses a unique primary data set. The results obtained reflect the originality of the study and clearly provide sufficient grounds to consider electronic service development. The results are also transferable to public sector decision makers dealing with regional policies and development.

The rapid development of electronic commerce (e‐commerce) has seen emerging electronic service retailers attracting the interest of, and gaining the patronage of, both service providers and customers. However, there is consensus that the e‐commerce industry in general has not been able to cope with all the challenges of, and to realise the true potential of, the technology‐based marketplace. Through an extensive literature review and the use of industry examples, this article brings together existing theories and new realities in the emerging electronic market. Argues that, although the Internet marketplace possesses unique characteristics, which Web‐based businesses must be able to manage, there are certain traditional values that remain central to business success in all markets. Offers a detailed analysis of the various factors that influence the market success of an electronic service retailer and provides specific managerial implications for practitioners.

The purpose of this paper is to investigate the effect of human-computer interaction (HCI) on customers’ perceived electronic service (e-service) value and the mediating role of task-technology fit (TTF) in that effect.

This paper develops a model based on service-dominant logic (SDL) and TTF theory, and validates it using a hierarchical regression with the data collected from 634 online banking customers in Guangdong Province and Guangxi Zhuang Autonomous Region in China.

The findings reveal that HCI in e-service contexts comprises five components. Three fundamental components (i.e. technology functionality, customer technology readiness and task routine) contribute to value co-creation. Two core components (i.e. interaction between customer technology readiness and technology functionality, and interaction between task routine and technology functionality) are inhibitors, but the inhibitory effect of the former is only significant in the Guangdong sample. TTF takes a mediating role in these relationships, but the mediating effect of the former core component is only significant in the Guangdong sample.

This paper explains two basic questions about the trigger points of value co-creation in e-service contexts (i.e. what their operational definitions are and how to measure them) and unlocks the “black box” of value co-creation by taking TTF as a mediator. SDL and TTF theory are extended. The paper provides suggestions for how practitioners can efficiently advance value co-creation with customers.

The purpose of this paper is to study the e‐government service quality and risk perceptions of personal income taxpayers on e‐government service value.

The study uses qualitative in‐depth interview and content analysis to explore the determinants of e‐government service quality and risk dimensions of e‐government service value.

The findings suggest that perceived value of e‐government service is e‐government service quality, which consists of service design, web site design, technical support, and customer support quality. On the other hand, the three perceived risk concerns are performance, privacy, and financial audit risk.

The study interviews the small samples of income taxpayers to develop the determinants of e‐government service value, future studies should utilize a quantitative study to strengthen the results. Future researchers could also expand the results to other groups of taxpayers (e.g. corporate tax) to explore and compare factors that contribute to e‐government service value.

The results can assist e‐government service design not only to increase electronic service quality but also to reduce risk facets in order to enhance e‐government service value and enlarge acceptance from income taxpayers. E‐government service providers can use the research model to detect electronic service weaknesses and risks so that the appropriate resources can be allocated to improve the system more effectively.

This study outlines e‐government service value in terms of e‐government service quality and risk perspectives or the E‐GOVSQUAL‐RISK model which contributes to the different knowledge on e‐government service.

This study aims to explore the key factors of the electronic service quality (e‐SQ) perceptions of UK banking customers and to evaluate the customers’ perceptions of their banks’ actual performance on the identified e‐SQ dimensions.

A survey has been used to collect primary data and 135 usable questionnaires were used in the analysis. Questionnaire items were developed through a two‐stage process involving a review of the main measurement scales employed in previous studies and two focus group interviews to identify a series of attributes for assessing electronic banking service quality. Factor analysis procedure was employed to identify the underlying structure among the explored e‐SQ attributes.

Exploratory factor analysis uncovered six composite dimensions of electronic service quality, including the provision of convenient/accurate electronic banking operations; the accessibility and reliability of service provision; good queue management; service personalisation; the provision of friendly and responsive customer service; and the provision of targeted customer service. Further analysis using importance‐performance analysis revealed that the UK customers’ perceptions of their bank actual performance on these revealed that e‐SQ dimensions were largely modest.

Generally relate to the one industry focus, the exploratory factor analysis employed, and the rather generalized view of electronic banking adopted. Future research should aim to improve on these by replicating the study in multi‐industry settings, assessing the stability of the revealed factor structure, and examining whether particular e‐SQ factors vary in importance across different technology types.

This study has drawn on a sample of 135 UK retail banking customers in exploring the key dimensions of the relatively new electronic service quality (e‐SQ) construct, and evaluating how the survey respondents perceive their respective banks' performance on those critically regarded e‐SQ dimensions.