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Article
Publication date: 29 July 2014

Gajendra Sharma and Wang Lijuan

The purpose of this paper is to investigate the various factors that influence consumer trust and privacy on e-commerce system and identify different ethical factors that…

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Abstract

Purpose

The purpose of this paper is to investigate the various factors that influence consumer trust and privacy on e-commerce system and identify different ethical factors that affect consumer perceptions toward e-commerce adoption.

Design/methodology/approach

The theoretical background used in this study was critical theory on trust in e-commerce. Online survey from Second Life users was conducted to study ethical issues in e-commerce and their influencing factors.

Findings

The results were focussed on significance of e-commerce ethics on consumer purchase and its influence on online marketing. The ethical performance of the e-commerce web site will facilitate an increase in trust, which in turn enhances customer commitment and loyalty.

Research limitations/implications

The survey data in this study has some common method bias. The possibility of the existence of the common method bias cannot be completely eliminated. Security and privacy are the two major aspects that drive online businesses which lead online consumers to develop trust on the digital environment.

Practical implications

The findings on e-commerce ethical research will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders.

Originality/value

With the introduction of internet and e-commerce a large of companies has been performing their business transactions through electronic network. Increasing communication technologies has bought speedy changes in online business transactions. E-commerce networks are playing a pivotal role in online business and consumers are more concerned on ethical issues of e-commerce including security, privacy and trust.

Details

Internet Research, vol. 24 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

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.

10645

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

Article
Publication date: 11 November 2013

Gajendra Sharma and Li Baoku

– The purpose of this paper is to investigate how the individual and organizations best use Web 2.0 social networking technologies to improve its relationships with customers.

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Abstract

Purpose

The purpose of this paper is to investigate how the individual and organizations best use Web 2.0 social networking technologies to improve its relationships with customers.

Design/methodology/approach

The theoretical background used in the paper was the familiarity-liking theory and prospect theory to understand the extent of user satisfaction with the services. Online survey from Second Life users was conducted to investigate customer satisfaction in Web 2.0 social networks and recent development on information technologies.

Findings

The findings suggested that IT development is the inseparable part of Web 2.0 and enables to understand customer satisfaction as well as their perception on online technology. Both customer satisfaction and IT development has positive influence on consumer's service enjoyment and experience.

Research limitations/implications

The generalizability of the paper is limited. The survey data in this study have some common method bias. The possibility of the existence of the common method bias cannot be completely eliminated.

Practical implications

The paper provides the significance of customer satisfaction for organizations, researchers, managers, and policy makers. The paper provides validated measurements to facilitate evaluation of several major user satisfaction constructs.

Originality/value

The recent development of information and communication technology (ICT), especially the internet and its related technologies has become the main force of the development of online social network. The number of Web 2.0 users has been growing so rapidly that it has become an important channel for marketers to reach their customers.

Details

Information Technology & People, vol. 26 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 24 June 2021

Gajendra Liyanaarachchi, Sameer Deshpande and Scott Weaven

This paper advocates for banks to understand customers' online privacy concerns, use those insights to segment consumers and design tailored sales strategies to build a…

1104

Abstract

Purpose

This paper advocates for banks to understand customers' online privacy concerns, use those insights to segment consumers and design tailored sales strategies to build a mutual relationship through a social exchange that produces a competitive advantage.

Design/methodology/approach

A qualitative study involving 30 in-depth interviews with Australian and Asian millennials residing in Australia was conducted using a grounded theory approach to explore privacy concerns of online banking and determine the efficacy of their banks' existing sales strategy and practice.

Findings

The study revealed differences in customer perceptions of trust, confidence, responsibility and exchange. Adopting a power-dependency paradigm within a social exchange theoretical framework and power distance belief of national culture theory, the authors identified four consumer segments: exemplar, empiric, elevator and exponent. The authors propose a tailored consumer-centered sales strategy of communication, control, consolidation and collaboration.

Originality/value

The paper contributes to the research in services marketing, sales strategy and banking in three ways: first, the authors demonstrate the importance of the social exchange theory and national culture as a premise to develop a competitive advantage; second, the authors propose an innovative set of consumer segments in regards to online privacy concerns; and, third, the authors introduce four sales strategies tailored to each of the four segments.

Details

International Journal of Bank Marketing, vol. 39 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 9 December 2020

Gajendra Liyanaarachchi, Sameer Deshpande and Scott Weaven

This conceptual paper explores gaps in bank privacy protection practices and advocates for banks to integrate market-oriented (MO) approaches in their corporate digital…

1030

Abstract

Purpose

This conceptual paper explores gaps in bank privacy protection practices and advocates for banks to integrate market-oriented (MO) approaches in their corporate digital responsibility (CDR) initiatives to minimize consumer data vulnerability.

Design/methodology/approach

To apply MO in CDR, this study recommends adoption of a behavior change framework comprising of the co-creation, build and engage (CBE) model and proposes the creation of consumer segments based on generational cohort and tailoring strategies through motivation, opportunity and ability (MOA) model to manage vulnerability.

Findings

The study specifies that managing consumer data vulnerability requires a unique strategy different from conventional service delivery. A holistic approach is recommended by integrating corporate digital responsibility as a pivotal element of organizational strategy and by positioning vulnerable customers as a critical stakeholder.

Originality/value

The paper contributes to the research in corporate social responsibility (CSR), privacy and data vulnerability in the banking sector in two prominent ways: first, the study demonstrates the importance of MO as a premise to develop a novel version of CDR called market-oriented digital responsibility (MODR). The study considers MODR as a strategy to reposition vulnerable consumers as a key stakeholder, and, second, the study proposes an innovative set of consumer segments based on data vulnerability and introduces a data vulnerability growth model (DVGM) connecting vulnerability with age.

Details

International Journal of Bank Marketing, vol. 39 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Content available
Article
Publication date: 12 March 2018

Kanupriya Misra Bakhru and Alka Sharma

285

Abstract

Details

Journal of Enterprising Communities: People and Places in the Global Economy, vol. 12 no. 1
Type: Research Article
ISSN: 1750-6204

Article
Publication date: 18 June 2020

Rajiv Kumar, Ritu Kumar, Amit Sachan and Piyush Gupta

E-government quality (e-GovQual) and e-government user value (e-GUV) are multidimensional concepts. While previous studies have identified apparent factors influencing…

Abstract

Purpose

E-government quality (e-GovQual) and e-government user value (e-GUV) are multidimensional concepts. While previous studies have identified apparent factors influencing e-government satisfaction (e-GovSat) and e-government adoption intention (e-GovAI), such as e-GovQual and e-GUV, but they have neglected to explain the influence of the dimensions of these two concepts. The purpose of this research is to study e-government service value chain (e-GSVC) one-GovQual dimensions, e-GUV dimensions, e-GovSat and e-GovAI.

Design/methodology/approach

The study employs a quantitative method to test the hypotheses and validate the proposed model. Data are collected from 378 e-government users across different parts of India comprising of different demographic characteristics. The model is analyzed using structural equation modeling.

Findings

The findings highlight the impact of the dimensions of e-GovQual (efficiency, trust, reliability and citizen support) on the dimensions of e-GUV (functional, economic, social and emotional value) as e-GUV dimensions affect e-GovSat, which in turn influences e-GovAI. The results validate the e-GSVC and also stress the partial mediating role of the dimensions of e-GUV on the relationship between the dimensions of e-GovQual and e-GovSat.

Research limitations/implications

The sample size of 378 may not be a proper representation of a country like India, which has huge diversity within its vast population.

Practical implications

The study offers practitioners a clear picture and a useful guide to better understand the drivers of value, satisfaction and adoption in the case of e-government users.

Originality/value

This study is probably the first attempt toward demonstrating the process influencing e-GovSat via e-GUV dimensions originating from excellent e-GovQual dimensions to ultimately trigger e-GovAI.

Details

Information Technology & People, vol. 34 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 18 August 2021

Ganesh Prasad Shukla and Gajendra Kumar Adil

The researchers maintain that when a firm tackles “green concerns,” there could be several repercussions for manufacturing strategy decision areas (MS DAs). However, such…

Abstract

Purpose

The researchers maintain that when a firm tackles “green concerns,” there could be several repercussions for manufacturing strategy decision areas (MS DAs). However, such repercussions are complex and have not been widely researched. This paper aims to propose a conceptual maturity stage model to study the configuration of MS DAs.

Design/methodology/approach

Firms exhibit different levels of “green” maturity in their journey and tend to make different choices in green technologies (GTs), resulting thereby in other compatible choices in their MS DAs. Extant literature has been synthesized in this light to build a conceptual maturity stage model in two steps. First, what is the GT that is involved! The second step discusses the possible implications of such a GT for MS DAs. Further, such information is organized according to a firm’s four maturity stages for all GTs that may be applicable. A case study has been undertaken to illustrate the model.

Findings

The results show good potential for the proposed conceptual model to examine the repercussions of MS DAs in industrial cases, and thereby develop relevant theories on this subject.

Research limitations/implications

The proposed model was applied to a paint manufacturing company, which potentially limits the findings’ generalizability to other industries and/or geographies.

Practical implications

The proposed conceptual model can help managers assess the maturity stages of manufacturing to determine suitable adjustments that may be required in configuring MS DAs to improve their positions.

Originality/value

This is among the very few models to explore the repercussions of green manufacturing for MS DAs according to the four-stage maturity model.

Article
Publication date: 29 April 2021

Ganesh Prasad Shukla and Gajendra K. Adil

This paper develops a contingency based model to understand how green technologies and green manufacturing performance measures evolve with the green manufacturing…

Abstract

Purpose

This paper develops a contingency based model to understand how green technologies and green manufacturing performance measures evolve with the green manufacturing maturity levels of the firms.

Design/methodology/approach

A conceptual research model is developed by synthesizing extant literature. An illustrative case study of a paint manufacturing company is conducted, analyzing its five key green initiatives, which it has undertaken to demonstrate the research model. The primary means of data collection was interviews and document analysis.

Findings

It was observed that for all the five green initiatives, the choice of green technologies and the use of green manufacturing performance measures corroborate with the proposed research model. Further, the initial green manufacturing effort was motivated to comply with regulations, which subsequently shifted to gain strategic advantage, such as cost reduction and visibility.

Research limitations/implications

The proposed model was applied only to an Indian paint manufacturing company with their five key green initiatives, which potentially limits the generalizability of the findings to other industries and/or geographies.

Practical implications

The findings would aid practitioners in understanding both selection of green technology and the use of green manufacturing performance measures, based on a firm's maturity stage.

Originality/value

This study conducts a much-needed research on the evolution of green technology alternatives and green manufacturing performance measures for firms according to the four-stage maturity model derived from the natural resourced-based view.

Details

Journal of Manufacturing Technology Management, vol. 32 no. 7
Type: Research Article
ISSN: 1741-038X

Keywords

Article
Publication date: 5 June 2017

Bala Haruna, K. Kiran and Muzammil Tahira

This study aims to empirically validate the LibWebSQ measurement scale. In addition, it investigates the relationship between perceived web-based service quality and three…

1199

Abstract

Purpose

This study aims to empirically validate the LibWebSQ measurement scale. In addition, it investigates the relationship between perceived web-based service quality and three other latent constructs, namely, user satisfaction, service value and user loyalty.

Design/methodology/approach

A quantitative survey design was used to collect the data. Structural equation modeling was used to determine the influence of web-based service quality on the three latent constructs. The respondents were students, academic staff and non-academic staff from two federal universities in the North-western zone of Nigeria.

Findings

The findings of the path analysis indicate that perceived web-based service quality and service value exhibit no statistically significant direct influence on user loyalty. However, user satisfaction has a direct positive influence on user loyalty, and it also mediates the relationship between web-based service quality and user loyalty to the library.

Research limitations/implications

The LibWebSQ is a reliable and valid scale to be used in Nigerian university libraries for web-based service quality measurement. User loyalty in academic libraries can be modelled as a result of service quality and user satisfaction

Practical implications

This study provides a means of assessing web-based library service quality and further improving the policy and practice in university libraries.

Originality value

This is the first attempt to assess web-based library service quality using the LibWebSQ measurement scale. A satisfactory model fit is obtained, which allows the measurement model to be integrated with service value, user satisfaction and user loyalty. The study contributes to the conceptualization of web-based library service quality.

Details

The Electronic Library, vol. 35 no. 3
Type: Research Article
ISSN: 0264-0473

Keywords

1 – 10 of 13