Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

Despite the plethora of research studies conducted on service quality and customer satisfaction in the realm of artificial intelligence, there remains a significant gap in the literature when it comes to robo advisors. Robo advisors, automated platforms that provide algorithm-based financial advice and investment management, are gaining popularity as an alternative to traditional financial advisors. Numerous research studies have been conducted concerning service quality and customer satisfaction in the context of artificial intelligence, yet none have specifically addressed robo-advisors. This research aims to fill the gap and shed light on the crucial aspects of service quality and customer satisfaction within the context of robo advisors. The study will examine the key determinants of service quality offered by robo advisors, considering factors such as the accuracy of financial advice, user interface design, response time, transparency, and communication efficiency. Furthermore, the research seeks to investigate the factors influencing customer satisfaction in their interactions with robo advisors. It will explore the users' perception of robo advisors' reliability, trustworthiness, personalized experience, and the level of control they have over their investments. The outcomes of this research are expected to contribute valuable insights into understanding the strengths and weaknesses of robo-advisors concerning service quality and customer satisfaction. This study is expected to benefit financial service providers, policymakers, and investors by identifying the areas of improvement for robo advisors and enhancing the overall customer experience

Mobile banking customization via user-defined tags

In this paper, we describe on-going work on mobile banking customization, particularly in the Australian context. The use of user-defined tags to facilitate personalized interactions in the mobile context is explored. The aim of this research is to find ways to improve mobile banking interaction. Customization is more significant in the mobile context than online due to factors such as smaller screen sizes and limited software and hardware capabilities, placing an increased emphasis on usability. This paper explains how user-defined tags can aid different types of customization at the interaction level. A preliminary prototype has been developed to demonstrate the mechanics of the proposed approach. Potential implications, design decisions and limitations are discussed with an outline of future work

Interacting with digital media at home via a second screen

In recent years Interactive Television (iTV) has become a household technology on a global scale. However, iTV is still a new technology in the early stages of its evolution. Our previous research looked at how everyday users of iTV feel about the interactive part of iTV. In a series of studies we investigated how people use iTV services; their likes, dislikes, preferences and opinions. We then developed a second screen-based prototype device in response to these findings and tested it with iTV users in their own homes. This is a work in progress paper that outlines the work carried previously in the area of controlling interactive Television via a second screen. The positive user responses led us to extend the scope of our previous research to look into other related areas such as barriers to digital interactive media and personalisation of digital interactive media at home

The role of information for the customer journey in mobile food ordering apps

Rita, P., Eiriz, V., & Conde, B. (2022). The role of information for the customer journey in mobile food ordering apps. Journal Of Services Marketing. https://doi.org/10.1108/JSM-11-2021-0407Purpose This study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could influence customers’ intention to use MFOAs platforms in the prepurchase stage and explores the potential of personalized information to improve customer satisfaction with these services in the postpurchase stage. Design/methodology/approach This research followed a mixed design, combining qualitative (focus groups) and quantitative (online survey) research and using both content analysis and partial least squares structural equation modeling. Findings Two types of available information (firm-generated information and online customer reviews) had a positive influence on the behavioral intention to use MFOAs. Additionally, findings showed that different web personalization strategies, namely, content personalization, functional personalization and system-driven personalization, were useful tools to create customer satisfaction with this type of platform. Research limitations/implications The study discusses limitations regarding the sample and sampling process, indicator variables and measures. Practical implications The present research provides actionable insights for online food delivery providers. Originality/value This study addresses a research gap in the literature and provides a novel and richer understanding of customer behavior toward mobile food delivery platforms. Also, it adds to the personalization research by identifying and testing a range of web personalization strategies. Keywordsauthorsversionepub_ahead_of_prin

Online Travel Service Quality: The Importance of Pre-Transaction Services

The Internet revolution has led to significant changes in the way travel agencies interact with customers. Travel websites are used to different degrees, and for a variety of combinations of pre-transaction, transaction and post-transaction services. A better understanding of how customers interact with online services will help providers improve service quality to levels that satisfy or even delight customers, and thus create loyalty. This article provides a comprehensive review of the literature on online service quality, applies the theory to online travel offerings, and reports on an empirical study of quality perceptions of pre-transaction services provided on three travel websites. Effects on customer perceived quality were measured for process and outcome dimensions of online services. Implications for the design of online travel services and suggestions for further research are formulated.Economics ;

The influence of national culture on the attitude towards mobile recommender systems

This is the post-print version of the final paper published in Technological Forecasting and Social Change. The published article is available from the link below. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. Copyright @ 2013 Elsevier B.V.This study aimed to identify factors that influence user attitudes towards mobile recommender systems and to examine how these factors interact with cultural values to affect attitudes towards this technology. Based on the theory of reasoned action, belief factors for mobile recommender systems are identified in three dimensions: functional, contextual, and social. Hypotheses explaining different impacts of cultural values on the factors affecting attitudes were also proposed. The research model was tested based on data collected in China, South Korea, and the United Kingdom. Findings indicate that functional and social factors have significant impacts on user attitudes towards mobile recommender systems. The relationships between belief factors and attitudes are moderated by two cultural values: collectivism and uncertainty avoidance. The theoretical and practical implications of applying theory of reasoned action and innovation diffusion theory to explain the adoption of new technologies in societies with different cultures are also discussed.National Research Foundation of Korea Grant funded by the Korean governmen

Web Design Attributes in Building User Trust, Satisfaction, and Loyalty for a High Uncertainty Avoidance Culture

In this study, we attempt to evaluate the user pref6 erences for web design attributes (i.e., typography, color, content 7 quality, interactivity, and navigation) to determine the trust, sat8 isfaction, and loyalty for uncertainty avoidance cultures. Content 9 quality and navigation have been observed as strong factors in 10 building user trust with e-commerce websites. In contrast, inter11 activity, color, and typography have been observed as strong de12 terminants of user satisfaction. The most relevant and interesting 13 finding is related to typography, which has been rarely discussed 14 in e-commerce literature. A questionnaire was designed to collect 15 data to corroborate the proposed model and hypotheses. Further16 more, the partial least-squares method was adopted to analyze the 17 collected data from the students who participated in the test (n 18 = 558). Finally, the results of this study provide strong support to 19 the proposed model and hypotheses. Therefore, all the web design 20 attributes were observed as important design features to develop 21 user trust and satisfaction for uncertainty avoidance cultures. Al22 though both factors seem to be relevant, the relationship between 23 trust and loyalty was observed to be stronger than between satis24 faction and loyalty; thus, trust seems to be a stronger determinant 25 of loyalty for risk/high uncertainty avoidance culture

Alter ego, state of the art on user profiling: an overview of the most relevant organisational and behavioural aspects regarding User Profiling.

This report gives an overview of the most relevant organisational and\ud behavioural aspects regarding user profiling. It discusses not only the\ud most important aims of user profiling from both an organisation’s as\ud well as a user’s perspective, it will also discuss organisational motives\ud and barriers for user profiling and the most important conditions for\ud the success of user profiling. Finally recommendations are made and\ud suggestions for further research are given