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1 – 10 of over 15000Arissara Suratanon Weiler and Bhumiphat Gilitwala
The growth of the internet has transformed digital infrastructure in Thailand over the past two decades, with the widespread use of e-commerce, digital money and online services…
Abstract
Purpose
The growth of the internet has transformed digital infrastructure in Thailand over the past two decades, with the widespread use of e-commerce, digital money and online services becoming a daily norm for all ages. The COVID-19 restrictions, which limited in-person business operations, boosted demand for takeout and delivery services and fueled the expected steady growth of the online food delivery market in Thailand. The pandemic also resulted in a shift towards online ordering and delivery, reflecting changes in customer behavior. This study focuses on exploring the factors that have driven Bangkokians to use online food delivery services after the COVID-19 restrictions were lifted in June 2022.
Design/methodology/approach
Data were collected from 398 participants who had ordered food delivery services after the announcement.
Findings
The findings showed that perceived usefulness, time saving benefit and price saving benefit have a significant impact on the intention of customers to use online food delivery services, while food safety risk perception had no effect.
Practical implications
Bangkokians favor online food delivery services due to convenience and time-saving, indicating high demand post-pandemic. Businesses should invest in improving their platforms to meet evolving consumer behavior.
Originality/value
The result of this study offers valuable insights into the attitudes and behaviors of Bangkokians towards online food delivery services and could be beneficial for businesses in the industry to improve their services, enhance customer satisfaction as well as increase their competitiveness.
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Manyang Zhang, Han Yang, Zhijun Yan and Lin Jia
Doctor–medical institution collaboration (DMIC) services are an emerging service mode in focal online health communities (OHCs). This new service mode is anticipated to affect…
Abstract
Purpose
Doctor–medical institution collaboration (DMIC) services are an emerging service mode in focal online health communities (OHCs). This new service mode is anticipated to affect user satisfaction and doctors' engagement behaviors. However, whether and how DMIC occurs is still ambiguous because the topic is rarely examined. To bridge this gap, this study explores doctors' participation in DMIC services and its effects on their online performance, as well as its effect on patients' evaluation of them on OHC platforms.
Design/methodology/approach
The authors propose hypotheses based on structural holes theory. A unique dataset obtained from one of the most popular OHCs in China is used to test the hypotheses, and difference-in-differences estimation is adopted to test the causality of the relationship.
Findings
The results demonstrate that providing DMIC services improves doctors' online consultation performance and patients' evaluations of them but has no significant effect on doctors' knowledge-sharing performance on OHC platforms. Doctors' knowledge-sharing performance and consultation performance mediate the relationship between participation in DMIC services and patients' evaluation of doctors. Regarding doctors' participation in DMIC services, its impact on doctors' consultation performance and patients' evaluation of them is weaker for doctors with higher professional titles than for doctors with lower professional titles.
Originality/value
The findings clarify the value creation mechanisms of online collaboration between doctors and medical institutions and thereafter facilitate doctors' participation in DMIC services and enhance the sustainable development of OHCs.
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Rakesh Kumar, Tilottama Singh, Sachi Nandan Mohanty, Richa Goel, Deepak Gupta, Meshal Alharbi and Rupa Khanna
The main purpose of this paper is to explain the preferences of consumers for using online payment services. This paper applies a unified theory model named…
Abstract
Purpose
The main purpose of this paper is to explain the preferences of consumers for using online payment services. This paper applies a unified theory model named stimulus-organism-response (S-O-R) theory for exploration.
Design/methodology/approach
This is quantitative research based on the structural equation modelling method. The stimulus-organism-response (S-O-R) theory was applied, whereby the author conducted an online survey through a structured questionnaire with users of mobile payment services. These consumers are using online payments for online shopping purposes. The survey was conducted all over India. The sample size is 355.
Findings
The study found that utilitarian, hedonic value and salesperson behaviour impact consumers satisfaction and behaviour while using online payment services. The study found that there is a significant direct relationship between consumer satisfaction and consumer behaviour. This study examines how financial mobile services contribute to e-commerce implementation, especially in the context of India.
Practical implications
This study incorporates a variety of factors, including the behaviour of salespeople, which affect consumer happiness, satisfaction and behaviour intention. This study reveals a direct relationship between consumer satisfaction and behavioural intention. Accordingly, the use of mobile banking and digital financial services has a positive impact on customer satisfaction. This study suggested that awareness about e-commerce services and mobile financial services is an important aspect of consumers satisfaction. Effective e-commerce services and mobile financial services have a positive impact on consumer behaviour.
Originality/value
This is a comprehensive model used for online payment services and directly related to emerging economies like India. This study examines the consumer willingness of the digital market in relation to online payment services. This study contributes to the relevant literature by simultaneously examining the role of e-commerce platform characteristics and online consumer psychology in influencing behavioural intention. Numerous factors have been revealed by this investigation.
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Daniel Jr Soriano Balbin and Elizabeth Allan Lascano
The study aims to determine the extent of COVID-19’s impact on the libraries and information centers within Benguet. It identified the key differences in the effect of the…
Abstract
Purpose
The study aims to determine the extent of COVID-19’s impact on the libraries and information centers within Benguet. It identified the key differences in the effect of the pandemic on each type of library: public, special, school and academic. It recalled and documented the challenges faced by libraries and librarians. It determined which aspects of their library were affected and how they were modified in terms of their policies, personnel, physical space, services, collection, infodemic response and marketing.
Design/methodology/approach
The study used the qualitative descriptive method approach, specifically narrative research design and conducted online focus group discussions in which 14 librarians with managerial or supervisory functions participated. This method was used to explore the topic holistically by using qualitative inquiry. It best suited the purpose of fully understanding the experiences of libraries during the pandemic. The recorded online focus group discussions conducted through Zoom were reviewed and analyzed to identify key themes and responses from the participants. The themes identified from the thematic analysis were further validated with the participants through correspondence, chats or e-mails.
Findings
The findings showed that libraries were faced with challenges brought on by the lack of a written policy for the pandemic response, a lack of information communication and technology skills and resources, strict requirements on physical setup for pandemic compliance, budget cuts or realignments and delayed procurement, misinformation and users’ lack of awareness of the new services offered by the library.
Research limitations/implications
The study focused on the pandemic experiences of libraries and information centers in Baguio-Benguet, which was hailed as a model for local pandemic response, through the lenses of librarians with supervisory roles or functions.
Practical implications
Libraries could reflect on their experiences in this pandemic to plan for future strategies that would be best implemented in situations where face-to-face services are not allowed.
Originality/value
This study presented various best practices from different library institutions that could be emulated in the future. Many of these are still relevant regardless library services are going back to normal.
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The massive expansion of digital platform has been responsible for the widespread progressive engagement created amongst learners and educators. The practice of requiring student…
Abstract
Purpose
The massive expansion of digital platform has been responsible for the widespread progressive engagement created amongst learners and educators. The practice of requiring student feedback on online learning services ensures that teacher education continues to advance its strategic approach to online learning. This paper aims to examine the level of accessibility and adaptability of digital technology with particular focus on Malaysia, by elaborating the value of superior learning service and practical adaptability of online learning during the pandemic era.
Design/methodology/approach
This study was conducted using qualitative approach of data collection, namely via structured interview. The listed respondents included 30 higher learners who participated in the study by providing feedback on the issues encountered during the research process.
Findings
The findings revealed that the strategic enhancement of digital accessibility continued with digital adaptability to sources of learning services would contribute to advancing achievement of digital learning pathway.
Practical implications
Increasing accessibility to digital platforms in digital learning system can help to shape the digital environment. Digital expansion can create unlimited boundaries for online knowledge acquisition.
Social implications
The social implication refers to acquiring the abilities developed through online engagement with peers by actualising and exploring information together with continuous inter-connectedness of sharing pathway in online platform. The instructor would need to give a proportional gateway to make learners experience the digital environment for future education.
Originality/value
This study aims to assess the value of developing accessibility of digital technology for students' online learning services during the pandemic and beyond. A well-structured plan would enable digital learning capabilities and mutual accessibility amongst learners. This can allow digital abilities to be transformed into collaborative teamwork amongst learners.
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Since the outbreak of the COVID-19 pandemic, the demand for online services has risen, with e-payment emerging as a prominent option for customers seeking faster and more…
Abstract
Purpose
Since the outbreak of the COVID-19 pandemic, the demand for online services has risen, with e-payment emerging as a prominent option for customers seeking faster and more convenient transactions to complete their online purchases. Nevertheless, e-payment adoption in Egypt remains a challenge that requires further investigation. Thus, this study aims to investigate the factors influencing online customers’ attitudes and intentions towards adopting e-payment for online transactions, social influence, perceived ease of use, perceived usefulness, perceived trust, structural assurance and perceived privacy/security risk.
Design/methodology/approach
The data were gathered from 302 customers in Egypt and structurally analysed based on partial least squares structural equation modelling (PLS-SEM).
Findings
The findings revealed that social influence, perceived usefulness and perceived trust are significant antecedents of attitude. Furthermore, perceived usefulness, perceived trust, perceived privacy/security risk and attitude directly influence behavioural intention. Structural assurance and perceived trust directly influence perceived privacy/security risk. Moreover, perceived usefulness, perceived trust and attitude were found to have several mediating roles.
Research limitations/implications
This study adds new empirical evidence from a developing country regarding the adoption of e-payment among online customers. In addition, its findings can help the government, practitioners and policymakers understand how to promote customers’ positive attitudes and encourage their intentions towards using e-payment.
Originality/value
The findings of this study can contribute to the digital transformation strategy in Egypt by providing insights into enhancing online shoppers’ attitudes and intentions towards e-payment adoption. This, in turn, can boost Egyptian e-commerce and the country's digital economy as a whole.
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Karawita Dasanayakage Dilmi Umayanchana Dasanayaka, Mananage Shanika Hansini Rathnasiri, Dulakith Jasinghe, Narayanage Jayantha Dewasiri, Wijerathna W.A.I.D. and Nripendra Singh
This study investigates the motivation among customers to be more loyal to online food delivery applications (OFDA) services even after the COVID-19 epidemic by using perceived…
Abstract
This study investigates the motivation among customers to be more loyal to online food delivery applications (OFDA) services even after the COVID-19 epidemic by using perceived service quality aspects in Sri Lanka. The data were gathered by physically distributing a self-administrated questionnaire to clients in Sri Lanka who continue to use OFDA services on platform to customer (P2C) service delivery platforms to buy food despite the COVID-19 outbreak. Multiple regression is employed to analyse 287 effective observations, and the data revealed the significant positive effect of interaction, environment, outcome, and food qualities on customer loyalty to OFDA services. In fact, there is no impact from the delivery quality on customer loyalty to OFDA services due to outsourced food delivery. The findings suggest regular improvements in attributes such as interaction, environment, outcome, and food qualities in this hyper-competitive business environment. Further, this study sets substantial facts for the interested parties to establish an exemplary delivery system and other technological advancements to have a sustainable competitive advantage and solid customer base in the long run.
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Online marketplaces, which provide on-demand goods or services through matching providers and consumers, have emerged in many sectors of the society. This paper aims to assess the…
Abstract
Purpose
Online marketplaces, which provide on-demand goods or services through matching providers and consumers, have emerged in many sectors of the society. This paper aims to assess the need and speculate the design features of a specialized, online marketplace for archival services.
Design/methodology/approach
Interview data collected for a previous project were reanalyzed, and the websites of some online marketplaces were explored.
Findings
Existing general-purpose online marketplaces are useful but limited. Archivists and closely related professionals, including conservators, genealogists and public historians, need a specialized online marketplace to connect with their clients. This specialized online marketplace for archival services could adopt some useful features of existing online marketplaces.
Originality/value
To the best of the author’s knowledge, this is the first attempt to assess the need for an online marketplace for archival services.
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Leila Nasrolahi Vosta and Mohammad Reza Jalilvand
This study aims to contribute to the context of electronic trust (e-trust) research with an emphasis on the determination of tourists’ e-trust in hotel websites. This research…
Abstract
Purpose
This study aims to contribute to the context of electronic trust (e-trust) research with an emphasis on the determination of tourists’ e-trust in hotel websites. This research used social exchange theory to elaborate how perceived attributes of a hotel website influence purchase behaviour of tourists. This area is often neglected because most studies focus on website users’ adoption or acceptance of other service industries. It is expected that trust-generating mechanisms have different impacts on the e-trust level in the hospitality services.
Design/methodology/approach
A comprehensive literature review identified the major antecedents and outcomes of e-trust. Data was collected from an online survey and 586 usable questionnaires were achieved. Structural equation modelling was used to examine the hypothesized model.
Findings
The results of this study demonstrated that the more tourists perceive influences positively, the more they are possibly to trust in hotel website. Findings revealed that perceptions about the attributes of hotel website, including security, privacy, usefulness, ease of use and compatibility are the main antecedents of trust in hotel website, which, in turn, lead to actual usage of the website for booking online.
Originality/value
This study is based on a large sample of tourists and broadens the understanding of e-trust in hotel websites by considering factors rarely discussed in prior tourism and hospitality literature.
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Syeda Mukta Begum and Umme Habiba
The purpose of this paper is to investigate the impacts of the COVID-19 pandemic on library and information services (LIS) and how library professionals overcome the challenges of…
Abstract
Purpose
The purpose of this paper is to investigate the impacts of the COVID-19 pandemic on library and information services (LIS) and how library professionals overcome the challenges of COVID-19 pandemic in the current reality.
Design/methodology/approach
This study used quantitative and qualitative methods to investigate the impact of COVID-19 pandemic on Bangladesh’s LIS professionals. A structured online questionnaire was designed for the purpose of a quantitative survey. The respondents of this study were LIS professionals in all categories of libraries (e.g. academic libraries, public libraries, special libraries and national library) in Bangladesh. A total of 106 responses from LIS professionals in Bangladesh were received. This study analyzed qualitative data using Braun and Clark’s technique for thematic coding. Researchers interviewed librarians in two phases (during the COVID-19 pandemic and after COVID-19) about how libraries cope up with the COVID crisis. The descriptive findings were examined using diverse descriptive statistics (i.e. frequency numbers and percentages), and for examining the significant differences among demographics’ information regarding challenges faced by LIS professionals, Mann–Whitney and Kruskal–Wallis tests were conducted. The qualitative responses were carefully analyzed for familiarizing, coding and theme generation.
Findings
The result showed that most LIS professionals (i.e. 46.2% and 43.4%) had faced difficulties in accessing e-resources from home and had failed to maintain balance between work and personal life and to offer remote library services. The LIS professionals mostly used Facebook Messenger and Zoom to communicate with their colleagues and users. Furthermore, many LIS professionals (50.0%) secured their health and safety, adopted hygienic procedures at their workstations and provided virtual reference services. The qualitative findings show that though some libraries have faced challenges in providing online sources and services due to the absence of authority interest, budget scarcity and inadequate information and communication technology infrastructure, some libraries took the initiative to establish library institutional repository and make it available for users from home.
Research limitations/implications
The present study only concentrated on the staff and their actions during and after the pandemic, which was mentioned as a limitation. It would be more effective if the study also considered the user’s viewpoint. The researchers hope that this study will help LIS professionals to support and provide digital and innovative service initiatives in their organization.
Originality/value
To the best of the authors’ knowledge, this is the first of its kind study in Bangladesh where the staff of all types of libraries expressed their views on the problems they faced during the COVID-19 pandemic and the steps they took recently to overcome them.
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