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Book part
Publication date: 10 December 2015

Dekar Urumsah

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally…

Abstract

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

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Article
Publication date: 2 December 2020

Immanuel Ovemeso Umukoro and Mutawakilu Adisa Tiamiyu

This paper sought to validate a proposed e-service use model that takes into account system's environment and user factors as plausible determinants of an information…

Abstract

Purpose

This paper sought to validate a proposed e-service use model that takes into account system's environment and user factors as plausible determinants of an information system's (IS) use that are not accounted for by previous IS use models. The aim is to establish the applicability of the model for e-services and IS design, implementation and use.

Design/methodology/approach

This study adopts a quantitative approach to data collection and analysis. Using a systematic multi-stage random sampling, data were collected from 400 university e-library users and analysed using regression analysis to test the hypothesised relationships.

Findings

Internal system factors (particularly service quality), user satisfaction, e-service environment factors and user factors (gender, programme of study, level of study and computer/IT self-efficacy) predicted the use of e-services. These findings are partly similar to and partly different from those of the earlier studies, suggesting that more studies are needed to test the comprehensive model of e-services’ use.

Research limitations/implications

This is a replicated study and as such made use of a similar population. These findings, therefore, cannot be generalised to other organisations with users of different demographic profiles.

Practical implications

First, the use of the services provided through an IS is predicted by factors other than user satisfaction, system, service and information qualities. Second, system administrators, designers, library administrators and managers must ensure that these factors are considered during the design, implementation and use of ISs.

Social implications

The paper argues for the need to design e-services and ISs with consideration for user attributes that may lead to social exclusion if not considered. This is because the environment where an IS is hosted can be a driver of e-services use, especially if management provides the enabling environment in terms of optimal staffing, training, user support and periodic e-service evaluation.

Originality/value

This paper extends research effort in understanding the predictors of use of ISs beyond the traditional system's attributes (information, service and system qualities) to include system environment and user factors.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

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Article
Publication date: 4 June 2018

Dominic Thomas and Adam Finn

While governments have invested in broadband infrastructure to ensure universal access, researchers argue that infrastructure alone does not guarantee internet use. The…

Abstract

Purpose

While governments have invested in broadband infrastructure to ensure universal access, researchers argue that infrastructure alone does not guarantee internet use. The purpose of this paper is to investigate the effectiveness of one such government initiative on households’ internet adoption and use.

Design/methodology/approach

The authors used data from 2002 to 2014, including two choice experiment surveys and broadband access and subscription data.

Findings

The results of Survey 1 show that urban households valued existing e-services more than rural households, indicating the importance of government investment in broadband access. The results of Survey 2 show that when a publicly funded new broadband network equalized access costs, rural households valued overall e-services more than urban households, highlighting the dual role of access to e-services and their perceived benefits. Importantly, these results suggest that rural households resist social change, which lowers their valuation of certain new publicly funded e-services.

Research limitations/implications

These findings extend the digital divide literature by providing empirical support for the applicability of the global village vs urban leadership framework in households’ valuations of e-services.

Practical implications

While the government has worked diligently to enhance access, it also needs to focus on the types of content and services and better communication with communities.

Originality/value

Recent research has focused on inequities in skills and usage, not internet access. Furthermore, the authors examined the inequality in benefits of access to meaningful e-services and better communication with beneficiaries.

Details

Internet Research, vol. 28 no. 3
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 10 August 2015

Chien Hsiang Liao

The purpose of this paper is to examine the causal associations among service innovation/improvement, organisational citizenship behaviour (OCB), and the user-perceived…

Abstract

Purpose

The purpose of this paper is to examine the causal associations among service innovation/improvement, organisational citizenship behaviour (OCB), and the user-perceived value of e-services. The context of service delivery is particularly based on human interaction in e-service encounters.

Design/methodology/approach

In total, 403 respondents from 53 different service departments were selected in this study. To fit the structure between respondents and departments, this study uses hierarchical linear modelling to examine the research model.

Findings

The results indicate that service innovation/improvement and the OCB of department staff both positively affect the user-perceived value of e-services. However, the OCB of department staff does not have a moderating effect on the association between service innovation/improvement and the user-perceived value of e-services.

Originality/value

Prior studies suggest that the OCB of service employees strongly reinforces customer perceptions of service quality and satisfaction. However, this causal association was proven in the context of face-to-face human interactions. This study is a pioneer study in examining the associations between OCB and human interaction with e-services.

Details

Online Information Review, vol. 39 no. 4
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 11 February 2019

Mohamed Abdelhamid, Victoria Kisekka and Spyridon Samonas

The purpose of this study is to understand why individuals choose to avoid using e-services due to security concerns and perceived risk when these factors are affected by…

Abstract

Purpose

The purpose of this study is to understand why individuals choose to avoid using e-services due to security concerns and perceived risk when these factors are affected by the perceived degree of government cybersecurity preparedness against cyberattacks.

Design/methodology/approach

The authors adopt the information systems success model to predict the role of government security preparedness efforts in influencing the determinants of e-services avoidance. The conceptual model includes four variables: security concerns, perceived risk of cyberattacks, perceived government cybersecurity preparedness and e-services avoidance. Data from 774 participants were used to analyze our conceptual model.

Findings

First, the findings show that security concerns regarding personal information safety and perceived risk of cyberattacks are barriers to e-services use, with the former having a stronger effect. Second, the findings showed that perceived government cybersecurity preparedness significantly reduces security concerns and perceived risk of cyberattacks. Third, the post hoc group analysis between individuals with a bachelor’s degree or higher versus those without a bachelor’s degree showed that the effect of both security concerns and perceived risk of cyberattacks on e-services avoidance was greater for individuals without a bachelor’s degree. The same relationship between perceived risk of cyberattacks and e-services avoidance was not supported for individuals with a bachelor’s degree or higher.

Originality/value

Extant privacy research fails to adequately examine the role of institutional factors, such as government efforts, and how these mitigate or amplify cybersecurity concerns and risks related to e-services. This research takes the first step toward addressing this limitation by examining the influence of government cybersecurity preparedness efforts on the determinants of e-services avoidance.

Details

Information & Computer Security, vol. 27 no. 1
Type: Research Article
ISSN: 2056-4961

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Article
Publication date: 17 July 2009

Rui Sousa and Christopher A. Voss

Despite having been widely studied in traditional (bricks‐and‐mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only…

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9383

Abstract

Purpose

Despite having been widely studied in traditional (bricks‐and‐mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only limited attention in the context of e‐services. This paper sets out to empirically test the following set of hypotheses in an e‐service setting: H1, service failures have a negative effect on customer loyalty intentions; H2, failure resolution has a positive effect on customer loyalty intentions; H3, satisfaction with the recovery has a positive effect on customer loyalty intentions; H4, outstanding recovery results in loyalty intentions which are more favorable than they would be had no failure occurred (service recovery paradox).

Design/methodology/approach

The paper is based on an online survey of actual customers of a commercial e‐banking service.

Findings

H1H3 are supported, suggesting that: the detrimental effects of failures are also present online; problem resolution leads to increased loyalty; despite the challenging nature of online failures and the reduced degree of human interaction, it is possible to achieve effective recovery in e‐services. H4 is also supported. We observes a recovery paradox effect but it only take place for a small proportion of “delighted” customers, i.e. those who perceived an outstanding recovery. Although unlikely, the impact (size effect) of outstanding recovery on loyalty is substantial.

Research limitations/implications

Future research should examine other types of e‐services.

Practical implications

E‐service delivery systems should be designed with a strong failure‐prevention mindset and include effective service recovery mechanisms. However, in general, e‐service providers should not look at superior recovery as a substitute for error‐free service. Despite not being a viable strategy in general, delighting customers in the recovery may make sense for the most profitable customers.

Originality/value

The paper provides empirical evidence of the effects of SFR in the context of online service, an area which has received limited attention to date. Unlike other research, this paper draws on data from customers of an actual e‐service and therefore benefits from increased external validity.

Details

International Journal of Operations & Production Management, vol. 29 no. 8
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 16 November 2018

Celso Augusto de Matos and Anderson Krielow

Based on the stimulus-organism-response (SOR) framework, this paper aims to analyze the influence of environmental factors (e.g. competitive pressure) on the firm’s…

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1240

Abstract

Purpose

Based on the stimulus-organism-response (SOR) framework, this paper aims to analyze the influence of environmental factors (e.g. competitive pressure) on the firm’s evaluations (i.e. perceived risk and convenience) and response (intention to purchase e-services).

Design/methodology/approach

A model is tested with data from a survey with 430 micro- and small-sized enterprises (MSEs) in an emerging country. The following constructs were measured: external factors, data security, lack of knowledge, perceived risk, convenience and purchase intention. Company size, internet use and previous experience were control variables.

Findings

MSEs’ intention to purchase e-services is strongly influenced by convenience, which in turn is more affected by external factors. Perceived risk is mainly affected by lack of knowledge and data security. Overall, the model supports the mediating role of perceived risk and convenience in the relationship between Stimuli factors (external factors, data security and lack of knowledge) on response (purchase intentions). For instance, data security influences purchase intention only through the mediation of perceived risk and convenience.

Practical implications

Firms interested in providing e-services for MSEs should improve the perceived convenience of e-commerce. At the same time, they can also reduce the lack of knowledge and increase data security to reduce the perceived risk of the decision-maker.

Originality/value

This paper demonstrates mediating effects of perceived risk and convenience, considering a SOR framework, as well as the analysis of business-to-business e-services in an understudied context, i.e. MSEs in an emerging country.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 4
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 16 May 2016

Goce Gavrilov, Elena Vlahu- Gjorgievska and Vladimir Trajkovik

Information systems play a significant role in the improving of health and healthcare, as well as in the planning and financing of health services. Fund’s Information…

Abstract

Purpose

Information systems play a significant role in the improving of health and healthcare, as well as in the planning and financing of health services. Fund’s Information System is an essential component of the information infrastructure that allows assessment of the impact of changes in health insurance and healthcare for the population. The purpose of this paper is to give a brief overview of the affection of e-services and electronic data exchange (between Fund’s information systems and other IT systems) at the quality of service for insured people and savings funds.

Design/methodology/approach

The authors opted for an exploratory study using the e-services implemented in Health Insurance Fund (HIF) of Macedonia and data which were complemented by documentary analysis, including brand documents and descriptions of internal processes. In this paper is presented an analysis of the financial aspects of some e-services in HIF of Macedonia by using computer-based information systems and calculating the financial implications on insured people, companies and healthcare providers.

Findings

The analysis conducted in this paper shows that the HIF’s e-services would have a positive impact for the insured people, healthcare providers and companies when fulfilling their administrative obligations and exercising their rights.

Originality/value

The analysis presented in this paper can serve as a valuable input for the healthcare authorities in making decisions related to introducing e-services in healthcare. These enhanced e-services will improve the quality service of the HIF.

Details

Journal of Health Organization and Management, vol. 30 no. 3
Type: Research Article
ISSN: 1477-7266

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Article
Publication date: 1 December 2004

Rajshekhar G. Javalgi, Charles L. Martin and Patricia R. Todd

Advancements in information and communication technologies have created unprecedented opportunities to services providers in both developing and developed countries. The…

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7337

Abstract

Advancements in information and communication technologies have created unprecedented opportunities to services providers in both developing and developed countries. The service sector represents one of the fastest growing areas of exports in the global trade. The Internet and e‐commerce make it possible to sell a variety of services, ranging from airline tickets to financial services, from anywhere in the world, around the clock. International delivery of services through electronic means is creating value in the supply chain by the reduction of many of the barriers to entry. This paper focuses on the determinants influencing the diffusion and export of e‐services across borders. The paper also presents strategic challenges, followed by implications for service providers.

Details

Journal of Services Marketing, vol. 18 no. 7
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 11 April 2016

Yong Lin, Jing Luo, Shuqin Cai, Shihua Ma and Ke Rong

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of…

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4681

Abstract

Purpose

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain.

Design/methodology/approach

A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses.

Findings

The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services.

Research limitations/implications

The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results.

Practical implications

The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce.

Originality/value

A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

Details

Industrial Management & Data Systems, vol. 116 no. 3
Type: Research Article
ISSN: 0263-5577

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