Customer Trust Model for Malaysian Internet Banking

One of the critical components impacting accomplishment of internet banking services is trust of customers. Obtaining customer trust depends on different factors that internet banking struggle to control. The purpose of this research is to make clear and simplify the particular interrelationships and interaction effects between customer's online trust and other related variables such as satisfaction, loyalty and so on in internet banking. In addition, a model of consumer's trust in internet banking depending on the investigation regarding previous studies has been developed. To examine the model some sort of descriptive survey has been applied. According to a sort of a group’s random choosing skim, the survey sample population consisted of 318 randomly obtained from students in the UTM (University Technology Malaysia) who are user of internet banking service. A significant part of the result discovered trust beliefs relate directly with satisfaction, integrity, benevolence, competency and loyalty. Keywords: Trust, Internet Banking, Critical Factors, Malaysia, Customer

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

Corporate Application Integration: Challenges, Opportunities, and Implementation Strategies

In recent years, corporate applications such as enterprise resource planning (ERP) systems, supply chain management (SCM) systems, customer relationship management (CRM) systems, sales force automation (SFA), and other corporate-level information systems have received a great deal of attention from large business enterprises. These applications have been around for about a decade now, and in that time their producers have refined them and perfected them to the point where they can be considered developmentally mature. At the same time, vendors have continued to introduce new products that have moved corporate applications toward a higher level of integration, both technically and organizationally. However, these higher levels of integration have brought with them complex technical, organizational, cultural, political, and legal issues that have made the integration process a very challenging task. This paper reviews relevant current literature, discusses several perspectives of corporate application integration, and points out potential opportunities and cludlenges inherent in the integration process. Risk reduction strategies and opportunities provided by some newly developed technologies (e.g., software agents) are also discussed

THE ELECTRONIC SERVICE QUALITY STRUCTURAL EQUATION MODEL FOR CUSTOMER SATISFACTION AND LOYALTY IN ONLINE FOOD PURCHASES THROUGH GRAB FOOD APPLICATION IN THAILAND

The objective of this study was to study the influence of electronic service quality on Customer satisfaction and loyalty in online food purchases through the Grab Food application, as well as developing and validating a model of structural equations developed with empirical data consisting of key latent variables. 3 variables: quality of electronic services Customer satisfaction and customer loyalty in online food purchases through Grab Food using quantitative research methods, empirical research and questionnaires were used as a tool to collect information from customers who used the service. 260 people were shopping online through Grab Food. The statistics used for data analysis were descriptive statistics. One-way analysis of variance and analysis of structural equation models from the research results it was found that The e-service quality structural equation model on customer satisfaction and loyalty in online food purchases through Grab Food was consistent with empirical data. The chi-square is 784.25 at the degrees of freedom (df) 395, the probability (p-value) is 0.485, the relative chi-square (X2 / df) is 2.879, the degree of harmony index (GFI) is 0.796 value. The parameter RMSEA is 0.025, with electronic service quality having both direct and indirect positive influences on customer loyalty. And customer satisfaction has a direct positive influence on loyalty. The samples with different frequency of purchasing food online through Grab Food had statistically different levels of electronic service quality

Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism

The purpose of this research is to investigate the impact of four online purchase determinants (website image, routine, website knowledge and innovativeness) on customer loyalty and the mediating effect of customer satisfaction within the context of e-commerce. The research model is tested using data collected from 3188 regular buyers of the national leader in the sector being studied. The statistical analyses were conducted within the Structural Equation Modeling framework. Results show that there is a complete mediating effect of e-customer satisfaction in the relationship between three online purchase determinants (website image, online routine and website knowledge) and e-customer loyalty. The research results provide an important insight into how e-companies can pursuit and use delight to highlight customers' loyalty. These results allow for a better understanding of customer specificities, with practical actions aimed at their real needs and expectations.info:eu-repo/semantics/acceptedVersio

An investigation of significant factors affecting consumer trust in e -commerce

The major research goal of this dissertation was to identify the important factors that significantly influence the formation of a consumer\u27s overall trust in a website. By collecting empirical data and applying multivariate statistical analysis, this study achieved this goal; The data for this study were collected through a web page-based survey. Principal component factor analysis was applied to obtain composite scores for some constructs measured with multiple items. Stepwise multiple linear regression analysis was employed to test the hypotheses. A total of five hypotheses with 20 factors were posited and tested in this study. Six factors were identified to have significant influence on the formation of a consumer\u27s overall trust in a website. These significant factors were reputation, website characteristics, service quality, overall satisfaction, perceived risk, and education. This study also examined other relationships as suggested in the model of consumer trust in e-commerce and determined that trust indeed have strong impact on two major dimensions of customer loyalty, purchase intention and likelihood of recommendation

Analysing B2B electronic procurement benefits – Information systems perspective

This paper presents electronic procurement benefits identified in four case companies. The benefits achieved in the case companies were classified according to taxonomies from the Information Systems discipline. Existing taxonomies were combined into a new taxonomy which allows evaluation of the complex e-procurement impact. Traditional financial-based methods failed to capture the nature of e-procurement benefits. In the new taxonomy, eprocurement benefits are classified using scorecard dimensions (strategic, tactical and operational), which allows the identification of areas of e-procurement impact, in addition the benefits characteristic is captured (tangible, intangible, financial and non-financial)

The Determinants of Customer Perceptions in a Dynamic Business Environment: An Exploratory Analysis of the ASP Business Model

Outsourcing attracted much attention in 1989 when Kodak outsourced its data center operation to IBM (International Business Machines Corp.). Nowadays, this strategy has become more popular. At the beginning of this century, the ASP (Application Service Provider) model was considered one of the typical solutions of Internet-based IT (Information Technology) outsourcing. Although this model has been transformed and renamed (e.g. SaaS - Software as a Service), the principle concept of providing IT service through the Internet or wide area network is still there. This study attempts to explore the determinants of customer perception of Internet-based IT outsourcing by obtaining a comprehensive understanding of the ASP model. The research dimensions not only include factors affecting users' perception of service quality but also ASP business position (i.e. the firm origin of ASP and its provider type) and services utilized by the customers. Through the study of firm history, two important theoretical themes of this research - path-dependence and Ansoff's product/ market growth matrix - are taken account of in exploring the influence of the determinants. Web-based questionnaire survey research is conducted together with a documentation study to collect data. Targeting the customers of the top 50 ASPs selected by ASPnews.com during the period 2001-2004, the researcher contacted 597 potential respondents, and 196 responses were returned. The valid sample consisted of 175 responses, and 124 of them not only provided full information for satisfaction evaluation but also the information for tracking their ASP vendors' business position. The GLM (General Linear Model) and the Pearson correlation coefficient were the major statistical approaches used to evaluate the survey data for developing a structural model. The research findings indicated that the factors associated with service competitiveness, such as capability and performance, reliability and trustworthiness, affordability, integration and customization, have positive effects on customer perceived satisfaction; whereas lock-in has a negative effect. More specifically, the origin of the ASP firm has a direct effect on capacity and performance, and also directly influences the use of IT adoption services. Based on this finding, a descriptive analysis and qualitative research shows that two mechanisms for path-dependence - existing expertise and perceived expertise - can affect the satisfaction level of capacity and performance of ASP services. On the other hand, provider type has a direct effect on affordability and also directly influences the use of facility supporting services. On this basis, another two mechanisms for path-dependence - transaction cost and standardization - can indirectly impact customer's perception of this business model via affordability. In addition to those major findings, some other determinants (e.g. software applications, brand of applications, and intensity of service used) were also identified in this study. The study result can be used for theoretical understanding about the determinants of ASP customer's perception. It not only indicates a new perspective to enhance the current body of research on this topic, but can also be more broadly applied to any fast-growth firm, rapid-change business, or technology intensive industry. Acknowledgements I would like to sincerely thank the following people for their contribution to this research project. Dr. Scott Koslow, my chief supervisor, for his continued encouragement, patience and guidance to ensure the completion of this project. His speciality in statistics has provided appropriate and valuable guidance in the data analysis for my research. Dr. Steven Lim, my second supervisor, for his advice, coherence, and support over the years. I also appreciate his constructive comments on my drafts and the shaping of my research. Dr. Bob McQueen and Dr. Jim Corner, for their assistance and advice in the early stages of my study. My parents, Yu-Ho and Lee-Chiung Liang, and my brother Ken, my sisters Annie, Eva, and Nancy, my brothers-in-law, J.C. and Chen, and Alice, my sister-in-law, for their emotional support throughout the length of my study. I also thank Bessie, my best friend for her assistance in data collection and her loving support, as well as Ted, Kevin, Mark, Frank, and Shirley, my study mates for their encouragement and friendship. Special thanks goes to Dr. Kuang-Ya Wang, the principal of Yu Da High School of Commerce and Home Economics, Taiwan, and also to the staff over there for their concern and assistance in data collection. Most importantly, my heartfelt appreciation goes to Warren, my husband. I am deeply grateful to him for his understanding, patience, and practical help. Without his enduring support I could not have done this study. Finally, my thanks and gratitude goes to those people who patiently answered my survey questionnaire as their kind assistance made it possible to complete this research

Dealings on the Dark Web: An Examination of the Trust, Consumer Satisfaction, and the Efficacy of Interventions Against a Dark Web Cryptomarket

Abstract Objective. The overarching goal of this thesis is to better understand not only the network dynamics which undergird the function and operation of cryptomarkets but the nature of consumer satisfaction and trust on these platforms. More specifically, I endeavour to push the cryptomarket literature beyond its current theoretical and methodological limits by documenting the network structure of a cryptomarket, the factors which predicts for vendor trust, the efficacy of targeted strategies on the transactional network of a cryptomarket, and the dynamics which facilitate consumer satisfaction despite information asymmetry. Moreover, we also aim to test the generalizability of findings made in prior cryptomarket studies (Duxbury and Haynie, 2017; 2020; Norbutas, 2018). Methods. I realize the aims of this research by using a buyer-seller dataset from the Abraxas cryptomarket (Branwen et al., 2015). Given the differences between the topics and the research questions featured, this thesis employs a variety of methodological techniques. Chapter two uses a combination of descriptive network analysis, community detection analysis, statistical modelling, and trajectory modelling. Chapter three utilizes three text analytic strategies: descriptive text analysis, sentiment analysis, and textual feature extraction. Finally, chapter four employs sequential node deletion pursuant to six law enforcement strategies: lead k (degree centrality), eccentricity, unique items bought/sold, cumulative reputation score, total purchase price, and random targeting. Results. Social network analysis of the Abraxas cryptomarket revealed a large and diffuse network where the majority of buyers purchased from a small cohort of vendors. This theme of preferential selection of vendors on the part of buyers is repeated in other findings within this study. More generally, the Abraxas transactional network can then be viewed as set of transactional islands as opposed to a large, densely connected conglomeration of vendors and buyers. With regard buyer feedback, buyers are generally pleased with their transactions on Abraxas as long as the product arrives on time and is as advertised. In general, vendors have a relatively low bar to achieve when it comes to satisfying their customers. Based on the results of the sequential node deletion, random targeting was found to be ineffective across the five outcome measures, producing minimal and a slow disruptive effect. Finally, these strategies are based on a power law where a small percentage of deleted nodes is responsible for an outsized proportion of the disruptive impact. Conclusion. As with all applied research examining emergent phenomena, this thesis lends itself to a more refined understanding of dark web cryptomarkets. While the results and conclusions drawn from these results are not perfectly generalizable to all cryptomarkets, they should serve to inform law enforcement on the dynamics which undergird these markets. To this extent, a sombre consideration of trust, consumer satisfaction, and tactical effectiveness of interventions is a necessary step towards the development of more effective countermeasures against these illicit online marketplaces. For law enforcement to be more effective against cryptomarkets, it is advised that an evidence-based approach be taken