Online banking customization via tag-based interaction

In this paper, we describe ongoing work on online banking customization with a particular focus on interaction. The scope of the study is confined to the Australian banking context where the lack of customization is evident. This paper puts forward the notion of using tags to facilitate personalized interactions in online banking. We argue that tags can afford simple and intuitive interactions unique to every individual in both online and mobile environments. Firstly, through a review of related literature, we frame our work in the customization domain. Secondly, we define a range of taggable resources in online banking. Thirdly, we describe our preliminary prototype implementation with respect to interaction customization types. Lastly, we conclude with a discussion on future work

The Effects of Website Personalization on User Intention to Return through Cognitive Beliefs and Affective Reactions

This study developed a fine-grained, multidimensional view of perceived personalization of website design based on and extending upon previous research. Moreover, we have drawn from the vast body of research on elaboration likelihood model, the technology acceptance model (TAM), and flow theory to (i) develop an integrated model of the stimuli of personalization, and the alternative modes of influence processes which lead to the intention to continue to use a website (i.e. user intention to return); (ii) empirically test the integrated model (iii) suggest a personalization model that enhances the positive environmental and psychological determinants of user intention to return. In particular, we investigate the role of information personalization, presentation personalization, and navigation personalization in influencing the cognitive and affective determinants of the intention to continue to use a website. Our findings have important implications for Information Systems (IS) research and managerial decision making on personalization implementation issues in website design

Process Personalization Framework for Service-Driven Enterprises

Service functions and service activities are integral part of enterprises. Although technologies have improved for developing service functions, errors persist in service activities. Noted computer scientist Ramamoorthy describes personalization, customization, and humanization of service functions as an effective approach for reducing error in service activities. This paper argues that current personalization approaches does not effectively address the entire spectrum of service functions. The proposed personalization framework can advance current state of personalization through enabling tools as services and services as tools. We discuss the framework utilizing biological research as a service-driven enterprise example. The proposed framework is based on our enterprise process personalization patent

A Taxonomy of Web Personalization

Web personalization has become an important way to provide individualized user experiences. As a fragmented use of the term “Web personalization” and a lack of a common framework potentially hinder the establishment of a cumulative body of research, we develop a taxonomy of Web personalization. Bringing together research from information systems, computer science, and marketing, we develop a taxonomy focusing on the meta-characteristics user modeling (with the dimensions type of data, acquisition method, and life span of data) and system adaptation (with the dimensions object, volatility, scope, and control of adaptation). We demonstrate an application of our taxonomy by analyzing a sample of articles published in premier information systems journals and present some exemplary use cases to demonstrate how the taxonomy could be applied in practical contexts

A prototype tool to assess the functional quality of e-commerce websites

E-Commerce website is the new marketing and sales method to reach new customers.By overcoming the geographical constraint, e-commerce website allows users to perform purchasing activities without being physically present.Though many e-commerce websites have achieved great success, many have also failed.Their failures are mainly due to the absence of quality.This study presents a prototype software tool that could assist in assessing the functional quality of e-commerce websites in an automatic manner.Unlike the currently available methods of evaluation, this tool does not necessitate the assessment of e-commerce websites by a human expert.On the other hand, the tool performs a scanning activity to allocate the existence of e-commerce characteristics.Adopting the quality model by Stefani and Xenos (2001), six different e-commerce characteristics were selected from the functional factor of the model.Three other factors identified by the model are usability, reliability and efficiency, which are not within the scope of this project.Three major script languages have been sited to be regularly used in e-commerce website development.They are JavaServer Pages (JSP) from Sun Microsystems, ASP from Microsoft and PHP an open source language.Though they share the same functionalities, they differ considerably in syntax.Therefore, this project has focused on evaluating e-commerce websites, which were built using JavaServer Pages (JSP).The objective of this paper is to develop a prototype tool capable of evaluating JSP-based e-commerce website based on the characteristics chosen.The tool is competent to perform the data collection through fully automatic means and finally generates result of evaluation into XML format

Towards a Framework of Personalization Techniques

This paper aims to elaborate on the role of user modelling for personalization and enhanced attention support. User modelling is an important element in the management of personal profiles and identity of users, but also a key element for providing adaptive features and personalized interaction. In this paper, we present personalization as the process consisting on the customization, and the adaptation of the interaction along the structure, the content, the modality, the presentation and the level of attention required. The paper surveys personalization techniques and provides concrete examples of personalized interaction. In particular, the paper focuses on the role of user modeling for enhanced, personalized user support within interactive applications. The key contribution of the paper is to propose a framework of personalization techniques and to identify new forms of personalization that aim at taking into account human cognitive capabilities and emotions

Leveraging Smart Technology for User Experience Personalization – A Comparative Case Study of Innovative Payment Systems

Background: This study seeks to understand how the attributes of smart technology (SMT) can be leveraged to enable personalized services and optimize unique user experiences to attract and retain customers. Based on Kang et al.’s (2020) study of SMT attributes and quality effects and Liang et al.’s (2006) study on personalized recommendation and user satisfaction, we constructed a SMT personalization model to analyze how the SMT attributes of smart functionality and smart content enable personalization in different ways and create unique customer experiences throughout the user journey. Method: Two representative payment systems were selected to depict how they integrated the strengths of personalized smart functionalities and contents to innovate their business models, optimize user experiences, and sustain business growth. Results: Based on the comparative analysis of the two payment cases, the functionality and content attributes of smart chips and omni-channel platforms were explored, and the tailored advisory and responsive support for customers both offline and online were validated. Conclusion: The life-enriching service innovations provide valuable insights for leveraging SMT for personalization. It is hoped that the SMT personalization model can be extended to other types of SMT applications and can be used as a framework for designing innovative services