Innovative payment e-commerce solutions and their potential impact on customer experience and revenues

Digitisation, globalisation, and new disruptive technologies are consistently changing the way consumers buy goods and services and forcing merchants to attract customers with more customer centric approaches. As research indicates, the checkout process and especially the offered modes of payment can have a strong influence on the overall customer experience and revenues consequently generated by customers. This study aims to contribute to related research by collecting data from online shop customers, gaining more insight into their preferences and motivation in order to shed more light onto the interrelationship of shopping experience, customer satisfaction and shop revenues, especially with regard to innovative payment solutions

The Relationships between Web Design, Reliability, Privacy, Service Quality, and Purchase Intention of Customers at E-commerce Business

Abstract. Of the many e-commerce players in Indonesia, Zalora is one of the main online shopping. However, there is a decrease rank in Zalora where in 2018 Zalora was ranked 7th but dropped to 10th in 2019. Therefore, the research aims to predict purchase intentions through Zalora which are influenced by perceptions of web design, perceptions of reliability, privacy, and customer service. This research uses quantitative methods, and data collection techniques are carried out by distributing questionnaires to the non-probability sampling method. Samples taken were 40 respondents for preliminary tests and 200 respondents for actual tests, with the criteria of ever shopping at Zalora. Data obtained in the preliminary study were tested by testing the reliability and validity. Data obtained from actual research is tested by testing the reliability, validity, and classical assumption tests. Next, the data are analyzed with Structural Equation Modeling (SEM) to test hypotheses and draw conclusions. Thus, the results show that the nine research hypotheses are supported. This study also provides theoretical implications, managerial implications, and recommendations for further research.Keywords: Purchase intention, web design, reliability, privacy, customer serviceAbstrak. Dari sekian banyak pemain e-commerce di Indonesia, Zalora adalah salah satu belanja online utama. Namun, ada penurunan peringkat di Zalora di mana pada 2018 Zalora berada di peringkat 7 tetapi turun ke 10 di 2019. Oleh karena itu, penelitian ini bertujuan untuk memprediksi niat beli melalui Zalora yang dipengaruhi oleh persepsi desain web, persepsi keandalan, privasi, dan pelayanan pelanggan. Penelitian ini menggunakan metode kuantitatif, dan teknik pengumpulan data dilakukan dengan menyebarkan kuesioner dengan metode pengambilan sampel non-probabilitas. Sampel yang diambil adalah 40 responden untuk tes pendahuluan dan 200 responden untuk tes aktual, dengan kriteria pernah berbelanja di Zalora. Data yang diperoleh dalam studi pendahuluan diuji dengan menguji reliabilitas dan validitas. Data yang diperoleh dari penelitian aktual diuji dengan menguji reliabilitas, validitas, dan uji asumsi klasik. Selanjutnya, data dianalisis dengan Structural Equation Modeling (SEM) untuk menguji hipotesis dan menarik kesimpulan. Dengan demikian, hasilnya menunjukkan bahwa sembilan hipotesis penelitian didukung. Studi ini juga memberikan implikasi teoritis, implikasi manajerial, dan rekomendasi untuk penelitian lebih lanjut.Kata kunci: Niat membeli, disain web, keandalan, privasi, layanan konsume

Leveraging Customer-integration Experience: A Review of Influencing Factors and Implications

Organizations have increasingly begun to co-create innovations, conduct idea competitions, or conduct crowdsourcing initiatives with customers in online communities. Yet, many customer-integration methods fail to attract sufficient customer participation and engagement. We draw on previous research to identify customers’ experience as an important determinant of whether customer-integration initiatives succeed. However, research has rarely applied the notion of experience in the context of customer integration. We conduct a cross-disciplinary literature review to identify the factors that constitute a positive customer-integration experience and the implications of the customer-integration experience. Based on 141 papers from marketing, technology and innovation management, information systems, human-computer interaction, and psychology research, we derive a framework for customer-integration experience that integrates 22 conceptually different influencing factors, 15 implications, and their interrelatedness based on motivation-hygiene theory. The framework sheds light on the current state of research on customer-integration experience and identifies possibilities for future research

Service quality in a post-crisis context: emotional effects and behaviours

Purpose – The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach – Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings – The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications – This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value – This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy

COBRA framework to evaluate e-government services: A citizen-centric perspective

E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. Crown Copyright © 2014.PIAP-GA-2008-230658) from the European Union Framework Program and another grant (NPRP 09-1023-5-158) from the Qatar National Research Fund (amember of Qatar Foundation

Patients’ perception of the information security management in health centers:the role of organizational and human factors

Abstract Background Researchers paid little attention to understanding the association of organizational and human factors with patients’ perceived security in the context of health organizations. This study aims to address numerous gaps in this context. Patients’ perceptions about employees’ training on security issues, monitoring on security issues, ethics, physical & technical protection and trust in hospitals were identified as organizational and human factors. Methods After the development of 12 hypotheses, a quantitative, cross-sectional, self-administered survey method was applied to collect data in 9 hospitals in Iran. After the collection of 382 usable questionnaires, the partial least square structural modeling was applied to examine the hypotheses and it was found that 11 hypotheses were empirically supported. Results The results suggest that patients’ trust in hospitals can significantly predict their perceived security but no significant associations were found between patients’ physical protection mechanisms in the hospital and their perceived information security in a hospital. We also found that patients’ perceptions about the physical protection mechanism of a hospital can significantly predict their trust in hospitals which is a novel finding by this research. Conclusions The findings imply that hospitals should formulate policies to improve patients’ perception about such factors, which ultimately lead to their perceived security

How online trust influence B2C e-Commerce adoption? An empirical study among Asian online shoppers

Though many previous studies has proved the importance of trust from various perspectives, the researches about online consumer’s trust are fragmented in nature and still it need more attention from academics. Lack of consumers trust in online systems is a critical impediment to the success of e-Commerce. Therefore it is important to explore the critical factors that affect the formation of user’s trust in online environments. The main objective of this paper is to analyze the effects of various antecedents of online trust and to predict the user’s intention to engage in online transaction based on their trust in the Information systems. This study is conducted among Asian online consumers and later the results were compared with those from Non-Asian regions. Another objective of this paper is to integrate De Lone and McLean model of IS Success and Technology Acceptance Model (TAM) for measuring the significance of online trust in e-Commerce adoption. The results of this study show that perceived security, perceived privacy, vendor familiarity, system quality and service quality are the significant antecedents of online trust in a B2C e-Commerce context

Measuring the quality of e-banking portals: an empirical investigation

Purpose – In the internet economy, the business model of web portals has spread rapidly over the last few years. Despite this, there have been very few scholarly investigations into the services and characteristics that transform a web site into a portal as well as into the dimensions that determine the customer's evaluation of the portal's service quality. Design/ methodology/ approach – Based on an empirical study in the field of e-banking, the authors validate a measurement model for the construct of web portal quality based on the following dimensions: security and trust, basic services quality, cross-buying services quality, added value, transaction support and responsiveness. Findings – The identified dimensions can reasonably be classified into three service categories: core services, additional services, and problem-solving services. Originality/ value – The knowledge of these dimensions as major determinants of consumer's quality perception in the internet provides banks a promising starting point for establishing an effective quality management for their e-businesses

Key Dimensions of E-commerce Service Quality and Its Relationships to Satisfaction and Loyalty

Evidence exists that one successful strategy to satisfy and retain customers is offering superior service quality. Motivated by the growing interest in e-commerce, we focus our research questions on identifying the key dimensions of e-commerce service quality and its relationships to customer satisfaction and loyalty. In exploring answers to our research questions a hypothesized model is proposed and empirically tested using a research survey with 370 online shoppers. Salient results include: (1) key dimensions of e-commerce service quality are website usability, information quality, reliability, responsiveness, assurance and personalization; (2) customer satisfaction is influenced mostly with the perception of reliability, while customer loyalty is affected by the perception of assurance; (3) customer retention is predicted by the customer satisfaction index. Results of the study contribute to the nascent body of research in e-service quality and offer unique insights for managers of online firms on how to manage the quality of their e-commerce e-service

Can ubiquity moderate m-banking resource-related negative effects?

El objetivo de este estudio es explorar la influencia de los inconvenientes de la banca móvil relacionados con la falta de recursos en la satisfacción de los clientes, su disposición a recibir marketing móvil de permiso y la emisión de boca-oreja. Analizando una muestra de 1429 usuarios de banca móvil, determinamos que la satisfacción de los clientes influye en su disposición a recibir marketing móvil de permiso y emitir boca-oreja, mientras que la disposición a recibir marketing móvil de permiso tiene un efecto positivo sobre la emisión de boca-oreja. Siendo la ubicuidad un atributo distintivo de la banca móvil, observamos su papel moderador, identificando que hay clientes que consideran la ubicuidad como una característica importante de la banca móvil, mientras que otros no la consideran relevante. Este estudio propone recomendaciones para mejorar el uso de los servicios de la banca móvil, evitando o disminuyendo los efectos negativos de sus inconvenientes.The objective of this study is to explore the influence of m-banking resource-related inadequacies on clients’ satisfaction with the banking services, their permission-based mobile marketing tendencies and word-of-mouth emission actions. Analysing a sample of 1429 users of mobile banking services, we determined that clients’ satisfaction influences their willingness to receive permission-based mobile marketing and to emit word-of-mouth, while the willingness to receive permission-based mobile marketing has a positive effect on the word-of-mouth emission. In order not to overlook the ubiquity as a distinguishing attribute of m-banking services, we observe its moderating role, identifying clients who consider ubiquity as an important m-banking characteristic and others who do not consider it relevant. Hence, attending the opinion of actual m-banking clients, this study proposes suggestions for improving the use of m-banking services by avoiding or lessening the negative effects of m-banking resource-related inadequacies