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1 – 10 of 244Mohammadreza Esmaeili Givi, Hamid Keshavarz and Zahra Kargar Azad
Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify…
Abstract
Purpose
Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify features of high priority for quality improvement. For doing so, the current research was conducted in the context of the E-learning website of the most prestigious university in Iran, namely, the University of Tehran.
Design/methodology/approach
The main question was which of the three groups of basic, performance and excitement factors has the required dimensions of the quality of the website based on the model WebQual 4.0 by considering Kano’s user satisfaction model and impact–performance analysis. This is a descriptive survey, applied and cross-sectional study. The study population included Tehran University’s students who enrolled in virtual courses in the academic year 2020–2021 from which a sample of 457 students was selected. The data collection tool was the questionnaire of Webqual 4.0, as well as a researcher-made questionnaire to measure end-user satisfaction.
Findings
Using structural equation modeling and multiple regression, the findings showed that the customer’s overall satisfaction with the mentioned website is primarily affected by the feature interaction with services, including the two structures of trust and empathy, and then the dimensions of usability and quality of information. Examining the Webqual 0.4 dimensions indicated that the website usability dimension is a part of the high-performance excitement factors group, the information quality dimension is a part of the high-performance basic factors group and the website interaction dimension is in the low-performance basic factors group.
Originality/value
The research is highly innovative taking the theoretical model of Kano and methodological investigation of asymmetric impact–performance analysis into consideration alongside the WebQual 4.0 as a fundamental model for website assessment. Moreover, the research was conducted on an E-learning website, which is unique and a necessity amid the COVID-19 pandemic.
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Stuart J. Barnes and Richard Vidgen
As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and…
Abstract
As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and retaining consumers requires acute understanding of the requirements of users and appropriate tailoring of solutions. Recently, the development of Web offerings has moved beyond the commercial domain to government, both national and international. This paper examines the results of a quality survey of a Web site provided by the OECD. The site is examined before and after a major redesign process. The instrument, WebQual, draws on previous work in Web site usability, information quality, and service interaction quality to provide a rounded framework for assessing e‐commerce and e‐government offerings. The metrics and findings demonstrate not only the strengths and weaknesses of the sites, but also the different impressions of users in member countries. These findings have implications for e‐government Web site offerings.
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Shubhangi Singh, Marshal M. Sahni and Raj K. Kovid
Considering the ubiquity of FinTech services, the study proposes a research framework to examine FinTech adoption and use from the technology acceptance perspective by adding…
Abstract
Purpose
Considering the ubiquity of FinTech services, the study proposes a research framework to examine FinTech adoption and use from the technology acceptance perspective by adding sub-constructs of technology acceptance model (TAM), unified theory of acceptance and use of technology (UTAUT), ServPerf and WebQual 4.0. This study broadly classified these sub-constructs in three dimensions: adoption, behavior and technological and explores the relationship between these attributes. It also proposes that digital behavior (Internet experience and level of awareness) and demographic characteristics (age and gender) moderate the main relationships.
Design/methodology/approach
The measurement scale for the study is developed through iterative discussion with domain experts. The data are collected from 439 active Internet users though a digital survey and analysis were done by applying structural equation modeling and multi-group analysis.
Findings
Perceived usefulness and social influence are found to be the key determinant for behavior intention to use FinTech services, with social influence having significant negative influence. Actual use is significantly influenced by ease of use and social influence but is not determined by behavior intention and perceived usefulness. Behavioral attributes are significantly impacted by technological attributes and digital behavior. Also, age significantly affects the perception of security among older users.
Practical implications
This study will help FinTech service providers to design FinTech services considering a wide spectrum of users. More consideration should be on enhancing the usefulness and security features to create social affirmations for the use of FinTech services. This will entice users for frequent use and attract nonusers to do their first online financial transaction.
Originality/value
The study adds to the technology acceptance literature by incorporating relevant technological and behavioral attributes and investigating the moderating effect of digital behavior and demographic characteristics. It contributes to the understanding of user beliefs and perceptions about actual use of FinTech services.
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The aim of this paper is to benchmark the quality of web sites of major public accounting (PA) firms by seeking the opinions of potential clients and analysing the data to…
Abstract
Purpose
The aim of this paper is to benchmark the quality of web sites of major public accounting (PA) firms by seeking the opinions of potential clients and analysing the data to establish best quality practice for PA web sites.
Design/methodology/approach
The study was conducted in a controlled laboratory setting in which potential clients of PA firms used a modified version of the WebQual™ questionnaire to evaluate the web sites of six leading PA firms. Design science provided the guiding paradigm but its weaknesses were ameliorated by drawing on constructivism and pragmatism to provide context and practicality for the research.
Findings
The study established web site quality profiles of six leading PA firms. The interpretation of findings is influenced by axiology and rhetoric and are both unbiased (determined by statistical means) and biased (influenced by the researchers' values). Data analysis clearly showed that the usability construct reflected the highest quality at all levels while riskiness was the construct with the lowest quality level.
Research limitations/implications
The use of multiple paradigms (design science, constructivism, and pragmatism) produced the desired insights to determining web site quality issues for the PA sector for the key reason that they complemented each other rather than being in conflict. However, the usefulness of the approach is dependent on follow‐up research to confirm the findings with the PA firms concerned and to monitor any action taken by them in response to the study's findings.
Practical implications
By benchmarking a number of PA web sites, practices within the sector will be able to learn from the findings and be able to improve the quality of their web sites thereby retaining the competitive edge to meet their clients' needs.
Originality/value
The paper reflects on the value of the multi paradigm approach to web site quality research design and conduct and discussion of findings. It was concluded that design science provided the necessary research rigour while the other two paradigms enabled the researchers to bring their worldviews on ontology, epistemology, axiology and rhetoric to the research.
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Xenia J. Mamakou, Panagiotis Zaharias and Maria Milesi
The purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess…
Abstract
Purpose
The purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece.
Design/methodology/approach
Data were collected from 310 Internet users based on their last online purchase from an e-retail website. To evaluate the conceptual model, the authors used partial least squares structural equation modeling (PLS-SEM).
Findings
The findings of this study validate the scales' reliability and validity in the realm of electronic commerce (e-commerce) in Greece. The findings also emphasize the favorable association between e-service quality and UX with overall satisfaction, while indicating that e-service quality plays a partial mediating role in the relationship between UX and customer satisfaction.
Originality/value
The authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers.
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Brendan E. Asogwa, Cyprian I. Ugwu and Ferdinand C. Ugwuanyi
The purpose of this paper is to evaluate the quality of online services in academic libraries in Nigeria. It seeks to assess the functionality of electronic infrastructures, to…
Abstract
Purpose
The purpose of this paper is to evaluate the quality of online services in academic libraries in Nigeria. It seeks to assess the functionality of electronic infrastructures, to expose areas where the service needs of users are not adequately provided and to recommend solutions.
Design/methodology/approach
The sample population was 210 staff and students who used electronic resources in Nigerian university libraries during the 2012-2013 academic session. A questionnaire was the main instrument for data collection. Modified WebQual four performance indicators were designed and used to measure: library equipment, library website, online public access catalogue (OPAC) and e-user education in the university libraries. The five-point service performance scale that ranged from very poor performance to excellent was used in measuring the views of the respondents.
Findings
None of the indicators was rated excellent; six were rated good; nine were average; two and five indicators scored poor and very poor, respectively. Poor funding, intermittent power supply and weak telecommunication infrastructures were among the major impediments to online services in Nigerian universities. Through adequate funding and prudent management of library funds, online services in Nigerian university libraries could meet global standards.
Practical implications
Results from this paper could guide library management on several concrete remedial actions to sustain e-service performance that could meet the missions and visions of contemporary academic libraries.
Originality/value
This paper was the first to apply WebQual model in the evaluation of electronic performance quality of academic libraries in Nigeria.
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Mukaram Ali Khan, Syed Sohaib Zubair and Maria Malik
The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with…
Abstract
Purpose
The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied.
Design/methodology/approach
Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS.
Findings
Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL.
Practical implications
Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses.
Originality/value
The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.
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Ildikó Kemény, Judit Simon, Ákos Nagy and Krisztián Szucs
The perceived electronic-service quality (e-SQ) has become a relevant research area, not only in developed but also in smaller, less-developed countries. The purpose of this paper…
Abstract
Purpose
The perceived electronic-service quality (e-SQ) has become a relevant research area, not only in developed but also in smaller, less-developed countries. The purpose of this paper is to provide a description of an analysis into the relationship of the dimensions of perceived e-SQ and satisfaction as well as WOM intention in case of an online bookstore in Hungary where technical development and internet penetration is emerging; however, it is developing from an economic perspective. Beyond this a potential segmentation is introduced in the Hungarian market.
Design/methodology/approach
The direct effect of perceived e-SQ’s dimensions on satisfaction and on traditional WOM were analysed using the PLS-SEM method, which was followed by the segmentation approach. The paper also demonstrates differences of the identified consumer segments, using multivariate analysis of variance.
Findings
According to the research only the dimension of efficiency and responsiveness have a significant positive effect on satisfaction, and beside these the quality perception of fulfilment has a significant influence on WOM intention. Using the relevant latent variable scores segmentation was conducted and four clusters were identified.
Originality/value
Due to peculiarities of e-services, quality measurement needs a constant revision and adoption. Extent amount of research has been dedicated to analyse the relationship of quality and satisfaction, but the direct effect of relevant quality dimensions on word-of-mouth intention is a new research field. Segmenting customers based on latent variable scores of the proposed model has not been conducted before in case of an online bookstore in Hungary. According to the results the evaluation of the technology-based components has the greatest effect on satisfaction and WOM intention. However, web-shops managers should focus not only on online characteristics but also on offline, human-based interactions and the service quality of their delivery partners.
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Gjoko Stamenkov and Zamir Dika
Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a…
Abstract
Purpose
Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method study conducted in the Republic of Macedonia’s banking industry. Sustainable e-service quality is the ability to deliver services continually with sustainable high quality, and the ability to manage and maintain customer satisfaction and loyalty. The authors scrutinized sustainable quality from an e-services perspective.
Design/methodology/approach
Based on interview data, a theoretical model is developed. The model is examined empirically using exploratory factor analysis and structural equation modeling. As a sample, the authors chose one bank, with internal, e-services customers as a unit of analysis.
Findings
Results support a sustainable e-service quality model, confirming that it captures the effect of the internal domain (i.e. quality management system, business/ICT alignment, ICT capabilities, ICT service climate, and e-service quality), and predicts the external domain (satisfaction and loyalty).
Research limitations/implications
This study was conducted in one bank that is among the best in the country. This limitation implies a need for validation across varying contexts, markets, and countries.
Practical implications
Practitioners can deploy the model as a diagnostic tool for organizational root-cause analysis of reduced performance and decreased customer satisfaction. The model answers a question regarding unfulfilled expectations of many companies that implement quality management systems: Why did the system fail to improve organizational performance or service quality?
Originality/value
The result of this research is a sustainable e-service quality model. The model highlights relationships among factors, and provides a research foundation for elaboration in other contexts.
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Vinh Sum Chau and Liqing W.L.C. Ngai
This paper aims to investigate the perceptions, attitudes and behaviour of the youth market for internet banking services (IBS).
Abstract
Purpose
This paper aims to investigate the perceptions, attitudes and behaviour of the youth market for internet banking services (IBS).
Design/methodology/approach
A survey was carried out to acquire data from 164 respondents. The respondents were competent computer users and studying for a degree at a university. Three additional in‐depth interviews were subsequently carried out on interesting cases.
Findings
The authors find that young people (age 16‐29) have more positive attitudes and behavioural intentions towards using IBS than other user‐groups. It has also confirmed that there is a positive impact of IBS quality on satisfaction and loyalty.
Research limitations/implications
The study focused on an isolated convenience sample of university students in the UK. The findings might not therefore have worldwide significance despite a large proportion of the students were international and from a good representation of minority ethic groups.
Originality/value
The research focused on a specific segment of the internet banking services market – younger students at a UK university. The findings are useful for bank services marketing as the young are likely to become the most important segment of users as the worldwide web and banking services become more advanced in the future.
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