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Article
Publication date: 26 June 2009

Pauline Ratnasingam

The purpose of this paper is to examine the role of the balanced scorecard methodology in web services quality. A balanced scorecard framework is developed for web services

2253

Abstract

Purpose

The purpose of this paper is to examine the role of the balanced scorecard methodology in web services quality. A balanced scorecard framework is developed for web services quality by identifying critical success factors that make up the business objectives, measures, targets, and initiatives.

Design/methodology/approach

The framework of web services quality applying the balanced scorecard methodology is developed by integrating the theory of balanced scorecard and web services. Then, case studies with two organizations in the agricultural industry are deployed to test the framework of the balanced scorecard.

Findings

The findings of the exploratory case studies suggest a cyclic process that was created with the use of the balanced scorecard approach to evaluate the quality of web services applications and in order to integrate quality and to provide a strategic map and indicate how information will be disseminated so that the potential use of web services can be attained.

Practical implications

The study contributes to practitioners as they will have a system which will provide them with timely, cost‐effective, scalable, manageable, and reliable feedback on their strategic performance. Further, the balanced scorecard gives a holistic view of the firms by simultaneously examining its performance from four perspectives; namely learning and growth, internal business processes, customer, and financial perspectives.

Originality/value

Unlike previous research that uses the balanced scorecard to measure the economic impact on the firm. This paper discusses the role of the balanced scorecard methodology in improving the service quality of firms using web services. Further, it provides lessons learned, as in measures that firms can be aware of in the quality of the services they provide.

Details

International Journal of Commerce and Management, vol. 19 no. 2
Type: Research Article
ISSN: 1056-9219

Keywords

Article
Publication date: 2 August 2011

José Carlos Pinho, Maria de Lurdes Martins and Isabel Macedo

This study aims to examine online service quality factors as main driving forces in the degree of intention of using the Taxation Department web site expressed by…

1885

Abstract

Purpose

This study aims to examine online service quality factors as main driving forces in the degree of intention of using the Taxation Department web site expressed by certified accountants.

Design/methodology/approach

Drawing on a quantitative methodological approach, a survey was undertaken among a sample of 351 certified accountants to empirically test the proposed model. The paper used an ordered logit model to estimate the effects of several online service quality factors on the certified accountant's degree of intention of using the Portuguese government's tax services web site.

Findings

The results identify a number of key aspects of online service quality that contribute to the increase of the use of the taxation web site by certified accountants. This is particularly evident for web site characteristics such as convenience, research facilities, privacy and security, speed and ease of access.

Practical implications

This study offers the opportunity to rethink existing policies and to set forth specific measures that can be implemented to establish rigorous quality standards.

Originality/value

The paper provides an empirical analysis regarding the online service quality factors that determine the degree of use of a taxation web site. The methodological framework followed in this study has not, as far as is known, been used previously within the literature in this context.

Details

International Journal of Quality & Reliability Management, vol. 28 no. 7
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 2 September 2014

Shuiqing Yang, Yan Wang and June Wei

Attracted by tremendous market opportunities of mobile business, many web services providers have started to expand their web services from traditional PC-based…

1363

Abstract

Purpose

Attracted by tremendous market opportunities of mobile business, many web services providers have started to expand their web services from traditional PC-based environment into the mobile-based environment. However, success in the web services cannot guarantee the success in the mobile services. The purpose of this paper is to identify factors that influence consumer evaluation and use of mobile shopping services in a web-mobile service extension context.

Design/methodology/approach

Based on categorization theory, this paper focusses on the role of integration and consistency between web and mobile services. A research model was created and empirically tested on data collected from 298 mobile shopping users in China.

Findings

The structural equation modeling analysis indicates that evaluation of source (web service quality) positively affect evaluation of target (perceived mobile service quality and flow in mobile services). The study also found that the relationships between source and target (perceived integration and perceived consistency) play an important role in determining evaluation of the target, which in turn shapes intention to use mobile services.

Research limitations/implications

The survey is based on mobile shopping consumers. Caution is required in any effort to generalize the findings to other research contexts. Factors influencing a consumer's extension or adoption decisions in regard to different mobile services may not be the same, or the degree of influence may differ. Continued studies can test and compare our findings in different mobile services contexts.

Practical implications

The results of the findings provide specific methods for managing the process of web-mobile service extension. The results also indicate the importance of perceived consistency in shaping consumers’ evaluation of the extended mobile services in practical environments.

Originality/value

The present study extends the categorization theory to a multi-channel context and examines mobile services adoption from a cross-environment perspective. It considers evaluation of source, evaluation of target, and the relationships between source and target, which enriches the innovation adoption literature by providing a holistic insight into the evaluation and use of mobile services.

Details

Industrial Management & Data Systems, vol. 114 no. 8
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 18 January 2008

Khaldoon (Khal) Nusair and Jay Kandampully

The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the…

17544

Abstract

Purpose

The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the five prominent travel web sites.

Design/methodology/approach

A content analysis was conducted on the six prominent travel web sites as ranked by J.D. Power Consumer Report. A list of 53 attributes were selected, named, and categorized around the six web quality dimensions explored in this study.

Findings

The findings of the content analysis provide evidence to suggest that online travel companies are underperforming in terms of providing web service quality attributes that enhance customer satisfaction.

Research limitations/implications

The focus of this study was only on the six prominent travel sites. However, the results cannot be generalized to all travel services. Additionally, only 53 attributes were extracted from the six web quality dimensions. There is a possibility that this study did not cover all the attributes that are part of the six dimensions.

Practical implications

Online travel companies can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Moreover, travel businesses need to consider integrating features that make shopping experiences more enjoyable.

Originality/value

This study finding contributes to the present body of knowledge and also highlights web site quality dimensions that customers utilize in their assessment of overall online satisfaction.

Details

European Business Review, vol. 20 no. 1
Type: Research Article
ISSN: 0955-534X

Keywords

Article
Publication date: 10 April 2009

Hongxia Tong, Jian Cao, ShenSheng Zhang and Yujie Mou

This paper aims to define an extended QoS model to accurately describe the quality of web service in the open distributed environment and propose a fuzzy evaluation…

Abstract

Purpose

This paper aims to define an extended QoS model to accurately describe the quality of web service in the open distributed environment and propose a fuzzy evaluation approach for services selection based on the extended QoS model.

Design/methodology/approach

The extended QoS model classifies the quality criteria of web service as five composite quality criteria, and each composite quality criterion is composed by one or more sub‐quality criteria. Considering the multiple forms of representation for the quality criteria and different types of quality value could not be compared directly, a scaling fuzzy measure for quality criteria is introduced. Based on the scaling fuzzy measure of the quality criteria, a fuzzy synthetic evaluation system for services selection is proposed.

Findings

The quality of web service has multiple facets and multiple forms of representation. The fuzzy synthetic evaluation system can deal well with the fuzzy and implicit concepts about quality evaluations and provides higher expressive force and adaptability.

Research limitations/implications

The quality of service in this paper is static preset.

Originality/value

The extended QoS model and the synthetic fuzzy evaluation system cover the shortage of the related researches and lay the foundations for QoS‐oriented service description and services selection.

Details

Kybernetes, vol. 38 no. 3/4
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 1 June 2004

Jillian C. Sweeney and Wade Lapp

Following the proliferation of e‐commerce and the Internet, there has been increasing interest in the evaluation of Web sites. However, most research on service quality

2959

Abstract

Following the proliferation of e‐commerce and the Internet, there has been increasing interest in the evaluation of Web sites. However, most research on service quality evaluation has focused on people‐based services, rather than technologically‐based services. Specifically there is a paucity of research addressing service quality offered through Web sites. This paper addresses this issue by exploring critical factors in Web site service quality perceptions, using the critical incident technique. The paper further evaluates whether the same factors contribute to high and low quality perceptions. Additionally, the paper investigates the effect of the customer's search behavior while visiting the Web site (goal directed or experiential) on service quality perceptions. Implications for managers are addressed.

Details

Journal of Services Marketing, vol. 18 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 28 October 2014

Chao Wen, Victor R. Prybutok, Charles Blankson and Jiaming Fang

The purpose of this paper is to develop and test an empirically grounded comprehensive framework of e-quality that is the composite of the relationship between…

7494

Abstract

Purpose

The purpose of this paper is to develop and test an empirically grounded comprehensive framework of e-quality that is the composite of the relationship between e-satisfaction and e-loyalty. This study’s objectives were: first, to develop a comprehensive measurement scale of perceived quality from an operations perspective, based on the classic Engel-Kollat-Blackwell (EKB) decision-making process; second, to develop a framework that integrates dimensions of quality and measures perceptions of e-quality during the customer’s decision-making process; and third, to examine the predictive capability of quality attributes in relation to service operations that rely on customer satisfaction and customer loyalty.

Design/methodology/approach

Following review of the related literature, focus group protocols were developed and interviews conducted. Based on the focus group input, surveys were developed and administered. Survey data from 717 online customers allowed testing the research hypotheses, and structural equation modeling allowed validation of the research framework.

Findings

The study determined that “e-channel quality”, “e-service quality” (including “web site quality” and “transaction quality”), and “product quality” positively influence customer e-satisfaction within an online operation. These constructs, in turn, influence customer e-loyalty in the e-commerce domain. The findings contribute valuable theoretical and managerial implications that can improve e-service operations.

Originality/value

The paper fills a relevant gap in the e-commerce and services operations literature by empirically developing and validating a new and robust quality measurement scale based on the EKB consumer decision-making process. The study also makes an important research contribution by providing empirical evidence that quality is pivotal in gaining customer loyalty and a competitive e-commerce edge.

Details

International Journal of Operations & Production Management, vol. 34 no. 12
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 13 April 2012

Alton Y.K. Chua, Dion H. Goh and Rebecca P. Ang

The purpose of this paper is to investigate the extent to which Web 2.0 applications are prevalent in government web sites, the ways in which Web 2.0 applications have…

2397

Abstract

Purpose

The purpose of this paper is to investigate the extent to which Web 2.0 applications are prevalent in government web sites, the ways in which Web 2.0 applications have been used in government web sites, as well as whether the presence of Web 2.0 applications correlates with the perceived quality of government web sites.

Design/methodology/approach

Divided equally between developing and advanced economies, a total of 200 government web sites were analysed using content analysis and multiple regression analysis.

Findings

The prevalence of seven Web 2.0 applications in descending order was: RSS, multimedia sharing services, blogs, forums, social tagging services, social networking services and wikis. More web sites in advanced countries include Web 2.0 applications than those in developing countries. The presence of Web 2.0 applications was found to have a correlation with the overall web site quality, and in particular, service quality.

Research limitations/implications

This paper only covers government web sites in English. Emerging genres of Web 2.0 applications such as mashups and virtual worlds have not been included. Moreover the data were drawn solely from the public domain.

Practical implications

Decision makers and e‐government web developers may benchmark their own efforts in deploying Web 2.0 applications against this study. The numerous exemplars cited here serve as a springboard to generate more ideas on how Web 2.0 applications could be used and harnessed to improve the overall quality of government web sites.

Originality/value

This paper unites two research interests: Web 2.0 and web site quality. It also extends previous studies by investigating the suite of Web 2.0 applications found in government web sites around the world.

Details

Online Information Review, vol. 36 no. 2
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 7 September 2012

Aron O'Cass and Jamie Carlson

The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service

2988

Abstract

Purpose

The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has on e‐service provider loyalty and word‐of‐mouth.

Design/methodology/approach

Data from an online survey of consumers across two studies were obtained.

Findings

The results support the conceptualization and operationalization of web site service quality and its effects on word of mouth and loyalty.

Research limitations/implications

Implications for the measurement of consumer perceptions of web site service quality are highlighted for researchers, and directions for future research are discussed.

Practical implications

E‐service providers should carefully consider customer experiences on their web sites, and their management efforts to ensure they design and deliver the appropriate levels of service quality derived through the specific components of web site service quality.

Originality/value

The findings are of value to e‐service practitioners managing web site service quality and offer empirical support to its formative conceptualization. The focus here on formative modeling will stimulate discussion among e‐service researchers and practitioners, which could result in richer e‐service quality measures leading to improved marketing decision making and web site quality management.

Details

Journal of Services Marketing, vol. 26 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

Abstract

Details

The TQM Magazine, vol. 15 no. 3
Type: Research Article
ISSN: 0954-478X

Keywords

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