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Article
Publication date: 9 November 2021

Ruoqing Zhang, Minjoon Jun and Sergio Palacios

The present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the…

Abstract

Purpose

The present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.

Design/methodology/approach

The research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.

Findings

We identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.

Practical implications

Mobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.

Originality/value

Prior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

Details

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

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Article
Publication date: 16 May 2016

Minjoon Jun and Sergio Palacios

– The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality.

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5966

Abstract

Purpose

The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality.

Design/methodology/approach

The authors employ the critical incident technique to unveil the key dimensions of m-banking service quality as perceived by m-banking customers, and to identify critical satisfiers/dissatisfiers among the identified dimensions.

Findings

The analysis reveals a total of 17 dimensions of m-banking service quality: m-banking application quality (content, accuracy, ease of use, speed, aesthetics, security, diverse mobile application service features, and mobile convenience), and m-banking customer service quality (reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, and continuous improvement). Of these, five dimensions, such as mobile convenience, accuracy, diverse mobile application service features, ease of use, and continuous improvement, are considered as the main sources of customer satisfaction/dissatisfaction.

Practical implications

M-bankers, based on the identified 17 dimensions, can develop a comprehensive service quality management system, which helps them identify and overcome key obstacles to the delivery of high quality m-banking customer services.

Originality/value

This study focusses on uncovering the key dimensions of m-banking service quality and their associated sub-dimensions specific to the context of m-banking. Theoretically, the identified dimensions and their related sub-items can serve as building blocks for further research in customer relationship management in m-banking.

Details

International Journal of Bank Marketing, vol. 34 no. 3
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 December 2003

Shaohan Cai and Minjoon Jun

Service quality is widely accepted as one of the key determinants of online retailers' success. This exploratory study identified four key dimensions of online service…

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9642

Abstract

Service quality is widely accepted as one of the key determinants of online retailers' success. This exploratory study identified four key dimensions of online service quality as perceived by two groups of Internet users, online buyers and information searchers. The derived dimensions were: Web site design/content, trustworthiness, prompt/reliable service, and communication. This study also revealed that there were significant differences between these two Internet user groups regarding their perceptions on the identified dimensions. Furthermore, this research found that all of the four dimensions significantly influenced online buyers' evaluation of overall online service quality, while only three dimensions, Web site design/content, trustworthiness, and communication, had a significant impact on information searchers' assessment of overall online service quality. Managerial implications and recommendations are also presented.

Details

Managing Service Quality: An International Journal, vol. 13 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 April 2003

Minjoon Jun and Shaohan Cai

This study first empirically investigated key EDI obstacles experienced by US small manufacturing firms and, then, examined the relationships between the identified…

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1760

Abstract

This study first empirically investigated key EDI obstacles experienced by US small manufacturing firms and, then, examined the relationships between the identified obstacles and their realized EDI benefits. This research revealed the following important findings. First, four dimensions of obstacles were derived: lack of managerial leadership/organizational readiness, lack of integration of EDI with internal/external computer systems, potential technical concerns, and security/legal concerns. Second, the lack of integration of EDI with internal/external computer systems turned out to be the most significant barrier to achieving the overall EDI success and three key EDI benefits, such as reduced administrative/transaction costs, improved information accuracy, and enhanced competitiveness in the marketplace. Third, the “lack of managerial leadership/organizational readiness” and “technical concerns” dimensions were found to be the second and third most significant obstacles to the reduction of administrative/transaction costs, respectively. Finally, the security/legal concerns dimension is considered a significant barrier to the overall EDI success.

Details

Industrial Management & Data Systems, vol. 103 no. 3
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 19 April 2013

Ling (Alice) Jiang, Zhilin Yang and Minjoon Jun

The purpose of this paper is to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer…

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35308

Abstract

Purpose

The purpose of this paper is to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online shopping.

Design/methodology/approach

The authors first employ in‐depth focus group interviews with online consumers to identify the attributes of online shopping convenience and then develop and validate an instrument of five key dimensions to measure online shopping convenience by analyzing data collected via a Web‐based questionnaire survey.

Findings

The five dimensions of online shopping convenience are: access, search, evaluation, transaction, and possession/post‐purchase convenience.

Practical implications

Online retailers can employ the five‐factor measurement instrument to assess the degree of customer perceived online shopping convenience. This instrument can assist managers in identifying and overcoming key obstacles to the delivery of a highly convenient online shopping service to customers, and also helps them enlarge their loyal customer base.

Originality/value

This study focuses on uncovering the key dimensions of convenience and their associated sub‐dimensions specific to the context of online shopping. Theoretically, the identified dimensions and their related sub‐items comprise a validated scale for measuring Web‐based service convenience and can serve as building blocks for further studies in e‐commerce customer relationship management.

Details

Journal of Service Management, vol. 24 no. 2
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 1 December 2001

Minjoon Jun and Shaohan Cai

Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical incidents in Internet banking were content‐analyzed. Identified a…

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21110

Abstract

Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical incidents in Internet banking were content‐analyzed. Identified a total of 17 dimensions of Internet banking service quality, which can be classified into three broad categories – customer service quality, banking service product quality, and online systems quality. The derived dimensions include: for customer service quality, ten dimensions such as reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, collaboration, and continuous improvement; for online systems quality, six dimensions such as content, accuracy, ease of use, timeliness, aesthetics, and security; and for banking service product quality, one dimension of product variety/diverse features. Also revealed that, in terms of frequency of references to the 17 dimensions, no substantial differences exist between Internet‐only banks and traditional banks offering Internet banking service. The most frequently mentioned dimensions, as the main sources of satisfaction or dissatisfaction, were reliability, responsiveness, access, and accuracy. Some suggestions and recommendations were provided to improve the Internet banking service quality and, in turn, customer satisfaction.

Details

International Journal of Bank Marketing, vol. 19 no. 7
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 October 2004

Minjoon Jun, Zhilin Yang and DaeSoo Kim

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service…

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17008

Abstract

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the six, three dimensions, notably reliable/prompt responses, attentiveness, and ease of use, had significant impacts on both customers' perceived overall service quality and their satisfaction. Third, the access dimension had a significant effect on overall service quality, but not on satisfaction. Finally, this study discovered a significantly positive relationship between overall service quality and satisfaction. Important managerial implications and recommendations are also presented.

Details

International Journal of Quality & Reliability Management, vol. 21 no. 8
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 November 2004

Zhilin Yang, Minjoon Jun and Robin T. Peterson

The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and…

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15773

Abstract

The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online service quality. An ethnographic content analysis of 848 customer reviews of online banking services was employed to identify salient online service quality dimensions. The most frequently cited online service quality attributes, along with literature review and personal interview results, were utilized to develop the survey questionnaire. Subsequent to the pre‐test, a Web‐based survey was undertaken to verify and test the online service quality model. A confirmatory factor analysis produced six key online service quality dimensions: reliability, responsiveness, competence, ease of use, security, and product portfolio. This paper includes a discussion of the managerial and theoretical implications of this online service quality model.

Details

International Journal of Operations & Production Management, vol. 24 no. 11
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 1 October 2000

George A. Zsidisin, Minjoon Jun and Laural L. Adams

Providing high levels of service quality to customers has become a necessity for companies to remain competitive in the marketplace. This paper reports the findings from a…

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2934

Abstract

Providing high levels of service quality to customers has become a necessity for companies to remain competitive in the marketplace. This paper reports the findings from a case study of a language school agency. As a “communication channel intermediary”, the case study firm provides a high quality service to customers located upstream (Spanish immersion schools), as well as downstream (students) in its supply chain. The key determinant of service quality that both of these groups use in evaluating customer service is the communication of accurate and timely information. Service quality provided to student customers is primarily facilitated through the use of the Internet, while Spanish immersion school customers rely on telephone communication, e‐mail, and in‐person visits. Implications for this dual‐direction customer focus and the use of the Internet in the service transaction are presented.

Details

International Journal of Service Industry Management, vol. 11 no. 4
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 December 2000

Minjoon Jun, Shaohan Cai and Robin T. Peterson

Electronic Data Interchange (EDI) is an inter‐organizational information system that requires collaboration and commitment between trading partners. The potential benefits…

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1446

Abstract

Electronic Data Interchange (EDI) is an inter‐organizational information system that requires collaboration and commitment between trading partners. The potential benefits that EDI can offer are substantial. However, the adoption and use of electronic linkages between companies is not as simple, or as profitable as had been expected. This study developed three conceptual models based on four important EDI measurements: EDI volume, diversity, depth, and breadth. Next, this research identified and discussed the evolutionary procedures of and the magnitude of EDI participation that companies tend to adopt in the context of the various environmental factors. Finally, this study produced a number of managerial implications and recommendations.

Details

Industrial Management & Data Systems, vol. 100 no. 9
Type: Research Article
ISSN: 0263-5577

Keywords

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