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Book part
Publication date: 24 September 2010

Lauren M. Fryc

Numerous travel websites have become popular in the past decade. Some destination websites allow travelers to book flights, hotels, restaurant visits, and tours. They also…

Abstract

Numerous travel websites have become popular in the past decade. Some destination websites allow travelers to book flights, hotels, restaurant visits, and tours. They also provide a great way for other tourists to leave feedback on the visits they had to specific travel destinations and provide other customers with reliable accounts. In this case, the theory proposes that unique offerings on a website have a greater affect on getting website visitors who are potential tourists to actually visit the website's destination. The findings show that interactive tourism websites that keep up with current technology will translate into attracting the most visitors to that specific city location. This study is unique and valuable as the analysis of the three tourism websites indicates the uniqueness of each of the three specific cities located on the Mediterranean Sea: Valencia, Marseille, and Genoa. This study provides a detailed analysis of each of the three cities’ travel websites and ranks each of the websites to evaluate which is the most reliable and most appealing to today's busy travelers. Valencia's tourism website earns “Best” of the three tourism destination websites. Marseille and Genoa's website do not offer the same caliber of information and lack the detail of Valencia's website. Valencia's website is easy to use, has the most up-to-date technology sources, and is physically the most appealing.

Details

Tourism-Marketing Performance Metrics and Usefulness Auditing of Destination Websites
Type: Book
ISBN: 978-1-84950-901-5

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Article
Publication date: 14 June 2021

Mark Anthony Camilleri

This research identifies the critical factors of online service delivery of electronic commerce (e-commerce) websites, including website attractiveness, website

Abstract

Purpose

This research identifies the critical factors of online service delivery of electronic commerce (e-commerce) websites, including website attractiveness, website functionality, website security and consumer fulfillment during an unprecedented Coronavirus (COVID-19) pandemic.

Design/methodology/approach

A structured questionnaire was used to gather data from 430 online respondents who were members of popular social media groups. The survey instrument relied on valid and reliable measures relating to electronic service quality (e-SERVQUAL) to better understand the participants’ satisfaction with shopping websites, as well as their loyal behaviors and word-of-mouth activities.

Findings

The findings reported that consumers valued the e-commerce websites’ features and their consumer order fulfillment capabilities. These factors increase the consumers’ satisfaction with online shopping experiences, generate repeat business, as well as positive reviews on social media.

Research limitations/implications

This study addresses a knowledge gap in academia. To date, little research has focused on the consumer order fulfillment aspect of e-commerce transactions and on after-sales of online businesses.

Originality/value

This contribution posits that e-commerce websites ought to be appealing, functional and offer secure transactions. More importantly, it suggests that merchants should consistently deliver personalized service in all stages of an online purchase, including after the delivery of the ordered products.

Details

Journal of Strategy and Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-425X

Keywords

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Article
Publication date: 10 June 2021

Claudia Stoian Bobalca, Oana Ţugulea, Mihaela Ifrim and Liviu-George Maha

As satisfaction is one of the most important conditions for loyalty, this study aims to investigate the main factors affecting online satisfaction for buying clothes from…

Abstract

Purpose

As satisfaction is one of the most important conditions for loyalty, this study aims to investigate the main factors affecting online satisfaction for buying clothes from the internet. In this research, the authors followed two main objectives: (1) to identify factors influencing online satisfaction and (2) to determine the importance of the main determinants that explain online satisfaction in the retailing clothing sector.

Design/methodology/approach

The research combines qualitative and quantitative research methods. The authors used the focus group technique and a survey based on a questionnaire. For the first exploratory phase of the research, we conducted four focus groups with 21 women, 18–39 years old, who have at least two years experiences as online buyers and who made at least two acquisitions for clothing products in the past six months, from the same website. The purpose of this qualitative method was to understand the young women's perception about online satisfaction and to collect items to be included in the questionnaire. For the second quantitative phase of this study, the sample consisted of 241 participants. To analyse the data, two different types of inferential analysis were used: factor analysis (for identifying the factors that compose online customer satisfaction) and analysis of regression (to determine the most important factors that determine and predict online buyers' satisfaction).

Findings

The main results indicate that the significant factors determining a satisfactory experience in an e-retailing market are: good deal (savings), product expectations, customer service and website reputation.

Originality/value

The study is more relevant in the current pandemic context, when the consumer’s behaviour has changed and online shopping has substantially increased. The research can be used by companies that sell clothing on the internet and are interested in increasing their financial results and also their customers' satisfaction.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 29 April 2021

Ashley K. Farmer and Allen Copenhaver

This study, a content analysis, aims to analyze general communications from law enforcement via agency websites about the COVID-19 pandemic and how this affected police…

Abstract

Purpose

This study, a content analysis, aims to analyze general communications from law enforcement via agency websites about the COVID-19 pandemic and how this affected police roles. The authors study the extent to which police departments used their websites to inform the public about COVID-19, changes to their policies and additional information they felt necessary to give members of the public. This is important for understanding how the police inform the public during a pandemic and how the pandemic affected their police role.

Design/methodology/approach

The data gathered for this project came from a content analysis of the official websites of the largest municipal police departments in the USA. The researchers collected quantitative data from the official websites of law enforcement agencies who serve the 200 largest cities in the USA in March 2020 and coded the information from the websites to determine what themes were most prevalent.

Findings

The messages most often provided on department websites included information about COVID-19 (52% of websites included this information), modifications to services (33%) and informing users that services such as fingerprinting would be altered (42%). Websites also reminded the public of restrictions on public gatherings (25%) and stay-at-home orders (38%). Further logistic regression analyses explored significant associations among these variables to understand how police/public communications influenced the role of law enforcement during the pandemic.

Originality/value

Little is known about how law enforcement communicates online with the public during a global pandemic like COVID-19 or how this might affect the police role. Police departments can use their websites to communicate important information to citizens and keep communities updated. Policy implications suggest that agencies continue to update websites with important information and be direct about expectations from the public regarding compliance while also being transparent about how police roles might change.

Details

Policing: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1363-951X

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Article
Publication date: 5 October 2015

Vijaya Geeta Dharmavaram

The purpose of the paper is to assess the precautionary measures adopted by the popular websites in India, and, thus, find out how vulnerable the Indian Web users are to…

Abstract

Purpose

The purpose of the paper is to assess the precautionary measures adopted by the popular websites in India, and, thus, find out how vulnerable the Indian Web users are to this form of attack. Today almost all work is done through the Internet, including monetary transactions. This holds true even for developing countries like India, thus making secure browsing a necessity. However, an attack called “clickjacking” can help Internet scammers to carry out fraudulent tasks. Even though researchers had proposed different techniques to face this threat, it remains a question on how effectively they are deployed in practice.

Design/methodology/approach

To carry out the study, top 100 Indian and global websites in India were identified and were divided into static and dynamic websites based on the level of interaction they offer to the users. These websites were checked to see whether they offer any basic protection against clickjacking and, if so, which defence technique is used. A comparison between Indian websites and global websites is done to see where India stands in terms of providing security.

Findings

The results show that 86 per cent of Indian websites offer no protection against clickjacking, in contrast to 51 per cent of global websites. It is also observed that in the case of dynamic websites, only 18 per cent of Indian websites offer some form of protection, when compared to 63 per cent of global websites. This is quite alarming, as dynamic websites such as social networking and banking websites are the likely candidates for clickjacking, resulting in serious consequences such as identity and monetary theft.

Originality/value

In this paper, vulnerability of Indian websites to clickjacking is presented, which was not addressed before. This will help in creating awareness among the Indian Web developers as well as the general public, so that precautionary measures can be adopted.

Details

Journal of Money Laundering Control, vol. 18 no. 4
Type: Research Article
ISSN: 1368-5201

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Article
Publication date: 1 September 2005

Ping Li

To introduce a cognitive approach – cognitive task analysis (CTA) – for the usability evaluation of evidence‐based nursing (EBN) websites.

Abstract

Purpose

To introduce a cognitive approach – cognitive task analysis (CTA) – for the usability evaluation of evidence‐based nursing (EBN) websites.

Design/methodology/approach

With the justification of the need for new evaluation methodologies for the usability of EBN websites and the provision of the theoretical framework and implications of CTA, the author proposes detailed steps for the usability evaluation of EBN websites.

Findings

CTA is a new approach that can be used for the evaluation of the usability of EBN websites. It has the advantages that conventional evaluation methods lack in characterizing the aspects of websites useful to nurses in carrying out evidence‐based practices.

Originality/value

This paper, with the introduction of a new cognitive approach, helps ensure the effective evaluation of the EBN websites, which can then be improved to adequately meet the requirements and information processing needs of the nurses practising evidence‐based nursing.

Details

OCLC Systems & Services: International digital library perspectives, vol. 21 no. 3
Type: Research Article
ISSN: 1065-075X

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Article
Publication date: 31 July 2013

Ahmad Daryanto, Hina Khan, Harry Matlay and Ronika Chakrabarti

This paper aims to investigate factors affecting small business owner/managers' adoption of country‐specific business websites.

Abstract

Purpose

This paper aims to investigate factors affecting small business owner/managers' adoption of country‐specific business websites.

Design/methodology/approach

A survey questionnaire was sent to a selected sample of 300 small businesses in the Northwest of England. In total, 55 responded with complete and usable answers, representing a response rate of 18.33 per cent.

Findings

The results indicate that perceived usefulness and perceived ease of use positively affect the adoption of country‐specific business websites. Furthermore, perceived company image in a foreign market and perceived transaction benefits were found to be significant antecedents of the perceived usefulness of country‐specific business websites.

Research limitations/implications

The research sample is relatively small, and limited to small businesses located in the Northwest region of the UK. Emergent results are not necessarily representative of the wider small business population of the UK.

Practical implications

The results of this research study would be of benefit to owner/managers who intend to expand into international niche markets by adopting country‐specific business websites.

Originality/value

This paper extends the theoretical framework of the website acceptance model (WAM) in the context of small businesses, by distinguishing two factors that influence the perceived usefulness of having a country‐specific website.

Details

Journal of Small Business and Enterprise Development, vol. 20 no. 3
Type: Research Article
ISSN: 1462-6004

Keywords

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Article
Publication date: 2 February 2015

Alia Arshad and Kanwal Ameen

This paper aims to assess the usage patterns of a university library website to find out user’s behaviour of monthly use, its top most used resources and services and…

Abstract

Purpose

This paper aims to assess the usage patterns of a university library website to find out user’s behaviour of monthly use, its top most used resources and services and search phrases used to reach the library website.

Design/methodology/approach

Transactional log analysis (TLA) – an unobtrusive research method – was used to identify and analyse data of website-using patterns. The log data of website use from January 2011 to March 2011 were analysed for this study.

Findings

The findings of this study revealed that the university library website was heavily used on campus by users; however, it was used by a significant number of clients residing off-campus. Free scholarly journals, resources downloaded, e-journals, e-books and donated personal collections were among the top most used resources and services. However, free scholarly journals were used more than subscribed e-journals accessible on-campus only.

Originality/value

This study first used the TLA method to trace user behaviour of website use in a local scenario. Assessing the usage of e-resources is imperative to determine the effectiveness of the library website in providing these services to its on-campus and distant users. The findings of this study are valuable for librarians and webmasters of the library website to redesign and reorient their services.

Details

The Electronic Library, vol. 33 no. 1
Type: Research Article
ISSN: 0264-0473

Keywords

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Article
Publication date: 6 April 2021

Mercedes Marzo-Navarro and Marta Pedraja-Iglesias

The purpose of this paper is to define and analyse not only the main categories of online marketing strategies used by Rioja wine producers but also how wineries use their…

Abstract

Purpose

The purpose of this paper is to define and analyse not only the main categories of online marketing strategies used by Rioja wine producers but also how wineries use their websites to provide information about wine tourism.

Design/methodology/approach

The content of websites corresponding to the Rioja designation of origin (Spain) is analysed, and the types of websites are determined according to significant differences in their content.

Findings

The websites used by Rioja wineries can be improved. The elements developed the best are those related to contact information and interactive communication, although interactive communication can also be enhanced through properly managed social networks. The study concludes that the websites can be further improved by including more information about the wines of the wineries, by improving their e-commerce platforms and interactivity and by including more information about other companies at the wine tourism destination. Two distinct types of websites were observed, differentiated by greater or lesser orientation towards the development of the region as a wine tourism destination.

Research limitations/implications

This study should be conducted for other designations of origin, both national and international, thereby allowing a comparison of not only the elements that are present on websites but also their orientation.

Practical implications

An outline is provided regarding the information that a winery's website must have to generate interest in a region as a wine tourism destination. The indicators that must be developed for a region to be tourism oriented are shown.

Social implications

The study highlights the importance of including wine tourism information on websites to improve social cohesion among wine tourism players and to contribute to both a stronger wine tourism identity and improved economic outcomes.

Originality/value

The proposed scheme is a diagnostic tool that allows determining the areas of improvement of one of the main sources of information used by tourists when selecting a destination. This tool can be applied by any winery regardless of its location.

Details

International Journal of Wine Business Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1751-1062

Keywords

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Article
Publication date: 26 March 2021

Tong Che, Meng Ji, Xiabing Zheng and Bo Feng

The online-to-offline (O2O) business is developing rapidly and is highly popular in many countries. Nevertheless, O2O suffers from a large number of customer complaints…

Abstract

Purpose

The online-to-offline (O2O) business is developing rapidly and is highly popular in many countries. Nevertheless, O2O suffers from a large number of customer complaints that result in consumer loss. Focusing on the O2O context, this study integrates expectation disconfirmation theory (EDT) and justice theory to investigate consumers' dissatisfaction toward O2O websites.

Design/methodology/approach

A research model was proposed and tested using 329 survey responses.

Findings

Results show that the identified website disconfirmation and offline service disconfirmation could lead to consumer dissatisfaction. Importantly, the impacts of disconfirmation factors are contingent upon the justice perception of consumers. When a transaction is perceived as unfair, website disconfirmation arouses a higher level of dissatisfaction, and the negative emotions could transfer from O2O and damage the website's reputation.

Originality/value

This study explores the continuance intentions of customers toward O2O websites from a dissatisfaction perspective, with insights for future service studies and O2O service managers.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

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