Factors Impacting Customer Loyalty of Online Shopping: A Case Study of China’s E-commerce Platforms

Purpose: This study investigates the factors impacting satisfaction, commitment, and customer loyalty of online shopping. The research establishes a theoretical framework based on the service quality model (SERVQUAL), e-service quality model (E-S-QUAL), e-tail quality model (eTailQ), theory of reasoned action (TRA), and customer loyalty model. Research design, data, and methodology: A total of 516 responses were collected from online questionnaires using step-by-step sampling, including purposive sampling, stratified random sampling, and convenience sampling. The respondents were customers who had online shopping experience on China’s top three e-commerce platforms and who shop online at least 1 to 2 times per week. The Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) were used to analyze the data to verify the model’s goodness of fit and hypotheses. Results: The results showed that reliability, responsiveness, and privacy significantly and positively impacted satisfaction; however, web design did not significantly impact satisfaction. Satisfaction and perceived value had a significant impact on both commitment and customer loyalty, but commitment did not have a significant impact on customer loyalty. Conclusion: To improve customer satisfaction, commitment, and loyalty, it is necessary to focus on reliability, responsiveness, and privacy in e-services. Additionally, improving perceived value is essential for commitment and customer loyalty

Characteristics of user experience in art e-commerce : case "buybuy Art"

With the development of mobile Internet technology and the proposed of “Internet plus” by Chinese government, art trading online and offline is not just limited to the simple combination but innovated to realize a new business model in art market. In order to conform to the new consumption trends, art e-commerce providers should shift their operation principles from commodity-centered to user-centered, from items to customers. Thus, by taking user experience as a breakthrough, exploring the suitable methods to attract increasing potential customers will be the mainline in this research. The adoption of relativist position as the methodology paradigm will provide this paper not only an aspect of empirical argument from interviews and literature reviews, but also a scientific demonstration through case study of “buybuy Art” and interviews. After searching, identifying and reviewing a series of literatures in regard to combination of Internet and art, analysis of interview as well as case observation, those dedicate to attain holistic viewpoints of user experience for art e-commerce platforms. From that, the characteristics of users trading art online will be defined. Besides, the existing problems such as authenticity of artworks and credit issues still need to be paid attention to. The introduce of light social media such as WeChat and products recommended in personalization can optimize the user experience

PREPARATION OF PAPERS – FACTORS AFFECTING LOYALTY THROUGH ONLINE SHOPPING: THE CASE OF UPPER-MIDDLE CLASS CUSTOMERS IN JAKARTA

Purpose – The purpose of this paper is to investigate the factor affecting loyalty through online shopping for uppermiddle class customer in Jakarta towards customer satisfaction to increase customer loyalty. Design/Methodology/Approach – Data were collected through online questionnaire, journal and research studies. Statistical analysis such as descriptive analysis and multiple linear regression were used to analyze the significance of the data. Furthermore the result will be elaborated as the main discussion and conclusion of this paper. Findings – The findings of the multiple linear regression showed that, among the user interface, product information, service information, and security perception factors that have been researched, this study fetched a conclusion that security perception were the significant factors that affected information satisfaction, thus increasing customer loyalty. A major contribution of this study will be its implications for marketers and business owner as this research can be used to assist creation of website or online channel. Furthermore marketer could focus on developing a customized marketing strategy and so able use their resources more efficiently

The First 25 Years of the Bled eConference: Themes and Impacts

The Bled eConference is the longest-running themed conference associated with the Information Systems discipline. The focus throughout its first quarter-century has been the application of electronic tools, migrating progressively from Electronic Data Interchange (EDI) via Inter-Organisational Systems (IOS) and eCommerce to encompass all aspects of the use of networking facilities in industry and government, and more recently by individuals, groups and society as a whole. This paper reports on an examination of the conference titles and of the titles and abstracts of the 773 refereed papers published in the Proceedings since 1995. This identified a long and strong focus on categories of electronic business and corporate perspectives, which has broadened in recent years to encompass the democratic, the social and the personal. The conference\u27s extend well beyond the papers and their thousands of citations and tens of thousands of downloads. Other impacts have included innovative forms of support for the development of large numbers of graduate students, and the many international research collaborations that have been conceived and developed in a beautiful lake-side setting in Slovenia

Factors influencing user acceptance of public sector big open data

In recent years Government departments and public/private organizations are becoming increasingly transparent with their data to establish the whole new paradigm of big open data. Increasing research interest arises from the claimed usability of big open data in improving public sector reforms, facilitating innovation, improving supplier and distribution networks and creating resilient supply chains that help improve the efficiency of public services. Despite the advantages of big open data for supply chain and operations management, there is severe shortage of empirical analyses in this field, especially with regards to its acceptance. To address this gap, in this paper we use an extended Technology Acceptance Model (TAM) to empirically examine the factors affecting users’ behavioural intentions towards public sector big open data. We outline the importance of our model for operations and supply chain managers, the limitations of the study, and future research directions

Information and communication technologies in the Kuwaiti Parliament: a user acceptance and adoption study

Today, information and communication technologies (ICTs) affect political and administrative areas in a profound way, and the extent of this impact increases day by day. Nowadays, ICTs are increasingly employed to play an important role in the improvement of governmental work. Parliaments are central institutions in democratic government systems. ICT has the potential to assist in improving the representation function of these Parliaments by expanding the information capabilities for Parliaments and Members of Parliaments. As with any new technology, user acceptance of the new technology is often hard to measure. This thesis examines whether Parliamentarians in Kuwait were practically willing to accept ICT of various kinds. It focuses upon Kuwait, which has a developing economy with a rapid rate of growth, and therefore makes a unique case study. The unified theory of acceptance and use of technology (UTAUT) proposes that Performance Expectancy, Effort Expectancy, and Social Influence predictBehavioural Intentiontowards the acceptance of information technology. The theory further proposes that Facilitating Conditions andBehavioural Intentionpredict use behaviour in the acceptance of information technology. The theory has been assessed using many different applications, and it has become the model for measuring user acceptance. The Unified Theory of Acceptance and Use III of Technology (UTAUT) with moderating variables such as age, gender and education level has been used in this study as a proposed conceptual framework. The study has also incorporated a model of cultural difference, to explore the influence of cultural factors. The study utilized mixed methods; questionnaires plus a set of interviews, within a case study approach. Two kinds of questionnaires were used. The first was an amended UTAUT model questionnaire and the second the software system usability survey (SUS). The sample was drawn from members of the Kuwaiti National Assembly, with 182 responses received. The interviews were conducted with Ministers, Members of Parliament, Heads of departments, and some employees of the National Assembly. The study found that Performance Expectancy, Effort Expectancy, Facilitating Conditions, and Self-Efficacy were direct determinants of usage Intention in the Kuwait Parliament while Social Influence was not an effective determinant in this study, against the predictions of the UTAUT model. Gender and educational level had no influence as moderators on the determinant factors investigated in this study. However, age was found to be a moderator on the impact of the determinants on usage Intention and behaviour of the Parliamentarians for Performance Expectancy

Information System Quality Judgment for Continued E-Government Use: Theorizing the Role of Positive and Negative Affect

Affect and emotions play an important role in how individuals form judgments. Yet, the literature on technological judgments has primarily relied on the cognitive belief perspective. By segregating emotions into positive and negative affect, we incorporate affect in addition to cognitions to understand what drives perceptions about IS quality and, specifically, e-government website quality. Grounding our discussion in the affect infusion model (AIM) and prospect theory, we examine the mechanisms through which positive and negative affect infuse into IS quality judgments. We also theorize that both positive and negative affect have a moderating role in the relationships between cognitions and IS quality perceptions. We tested the model via surveying e-government website users and found that affect had a significant direct role in how they judged IS quality. While negative affect significantly moderated the relationship between experienced usefulness and how individuals perceived the three IS quality measures (i.e., information quality, system quality, and service quality), positive affect did not moderate this relationship. Finally, we theorize about the differential role that affect has on how individuals perceive the three IS quality measures depending on their affect infusion potential. We conclude by discussing our study’s theoretical and practical implications

Sistemas de gestão de destinos turísticos: contribuições para a sua adoção e implementação

The growing competition between tourist destinations, the progressively demanding tourist source markets, as well the complexity of the strategies to attract them, has led Destination Management Organisations (DMOs) to expand their attributions to assume themselves as central actors in the coordination of the stakeholders of respective destinations. Thus, some DMOs have implemented collaborative online networks, referred to as Destination Management Systems (DMSs), which connect all relevant tourist agents in a destination, facilitating communication and cooperation between them. These systems also provide online tourist portals for tourist destinations that offer more personalised travel planning experiences, including the possibility to purchase tourist products. However, only a residual number of tourist destinations has ever tried to adopt a DMS and a considerable portion of the them were unsuccessful. The challenges to the success of a DMS require a careful analysis of the factors that influence the willingness of the tourist agents of a destination to adopt them, as well as of the factors that determine the importance that these agents attribute to the functionalities of those same DMSs. However, research in this area is still limited. The main objectives of this thesis are to obtain an in-depth knowledge about the factors mentioned above, as well as on the characteristics and role of DMSs, in order to promote the implementation of these systems in tourist destinations. To achieve these objectives, a mixed methodology was adopted, starting with an extensive review of the literature on DMSs, exploratory interviews with the main companies providing DMS solutions and with DMOs that have successfully implemented these systems. At content analysis of those same DMSs was undertaken. This qualitative approach provided an in-depth knowledge regarding the characteristics of DMSs, the current business and management models of these systems, as well as their recent developments and future perspectives. Then, a quantitative approach was used to identify the factors that explain the willingness of destination-based stakeholders to adopt a DMS, as well as those influencing the importance attributed by these agents to the specific functionalities of DMSs. Thus, a questionnaire survey was applied to different types of tourist agents from a regional destination lacking a DMS: The Portuguese Centre region. The results of the quantitative investigation indicate that the predisposition to adopt a DMS is positively influenced by factors such as: (i) cooperation within the destination; (ii) pressure from the external environment (e.g. from competing destinations); (iii) perceived benefits and usefulness of the DMS; (iv) DMO's leadership and strategic vision; (v) resources and strategic vision of the tourist actors in the destination. On the other hand, two factors which are still absent from research on this topic were found to negatively influence the predisposition to adopt a DMS, namely: (i) alternative online platforms and (ii) the lack of a DMS in neighbouring regions or at the national level. The results also demonstrate that the importance attributed to the specific functionalities of a DMS by destination-based stakeholders is positively influenced (i) by its resources and strategic vision, (ii) by its knowledge on the DMO’s initiatives in the field of the Information and Communication and Technologies, (iii) the condition of affiliated member of a DMO; and (iv) by the tourist agent sub-sector, since it was found that tourism accommodation providers value collaborative functionalities of a DMS less than others. The thesis ends with conclusions and implications for the tourism sector, mainly for agents responsible for the development of tourist destinations.A crescente competição entre destinos turísticos, bem como a progressiva exigência da procura turística e da complexidade das estratégias para a atrair, levou as Organizações de Gestão de Destinos (OGD) a ampliarem as suas atribuições para se assumirem como atores centrais na coordenação dos stakeholders dos respetivos destinos. Assim, algumas OGDs implementaram redes colaborativas online, designadas de Sistemas de Gestão de Destinos (SGDs), que interligam todos os agentes turísticos relevantes de um destino, facilitando a comunicação e a cooperação entre eles. Estes sistemas também proporcionam à procura turística portais online de destinos turísticos que oferecem experiências de planeamento de viagens mais personalizadas, incluindo a possibilidade de comprar produtos turísticos. Porém, apenas um número residual de destinos turísticos tentou adotar um SGD e uma parcela considerável dos SGDs não tiveram sucesso. Os desafios para garantir o sucesso dos SGD exigem uma análise cuidada dos fatores que influenciam a predisposição dos agentes turísticos de um destino para os adotar, bem como dos fatores que determinam a importância que estes agentes atribuem às funcionalidades dos SGD. No entanto, a investigação neste âmbito é ainda limitada. A presente tese tem como principais objetivos obter um conhecimento aprofundado sobre os fatores anteriormente referidos, bem como sobre as características e papel dos SGD, no sentido de promover a implementação destes sistemas nos destinos. Para alcançar os objetivos estabelecidos, adotou-se uma metodologia mista, começando com uma extensiva revisão da literatura sobre SGD, entrevistas exploratórias às principais empresas fornecedoras de soluções de SGD e a OGD que implementaram estes sistemas com sucesso, bem como análises de conteúdo de SGD. Esta abordagem qualitativa permitiu um conhecimento mais aprofundado relativamente às características dos SGD, aos atuais modelos de negócios e de gestão destes sistemas, bem como aos seus recentes desenvolvimentos e perspetivas futuras. Seguidamente uma abordagem quantitativa foi utlizada para identificar os fatores que explicam a predisposição dos agentes turísticos de um destino para adotar um SGD, bem como os fatores que influenciam a importância atribuída por estes agentes às funcionalidades específicas dos SGD. Assim, um inquérito por questionário foi aplicado a diferentes tipos de agentes turísticos de um destino regional que não dispõe de um SGD: a região Centro de Portugal. Os resultados da investigação quantitativa indicam que a predisposição para adotar um SGD é influenciada positivamente por fatores como: (i) cooperação no destino; (ii) pressão do ambiente externo (ex. de destinos concorrentes); (iii) benefícios percebidos e utilidade do SGD; (iv) liderança e visão estratégica da OGD; (v) recursos e visão estratégica dos atores turísticos do destino. Por outro lado, dois fatores até agora ausentes da investigação influenciam negativamente a predisposição para adotar um SGD, nomeadamente: (i) as plataformas alternativas online e (ii) a falta de um SGD em regiões vizinhas ou a nível nacional. Os resultados demonstram ainda que a importância atribuída às funcionalidades específicas de um SGD pelos agentes turísticos de um destino é influenciada positivamente (i) pelos seus recursos e visão estratégica, (ii) pelo seu conhecimento sobre as iniciativas da OGD no âmbito das Tecnologias de Informação e Comunicação, (iii) por ser membro afiliado da OGD; e (iv) pelo subsetor do agente turístico, observando-se que os fornecedores de alojamento turístico valorizam menos as funcionalidades de cariz colaborativo do que outro tipo de agentes. A tese termina com conclusões e implicações para o setor do turismo, principalmente para agentes responsáveis pelo desenvolvimento turístico.Programa Doutoral em Turism

Field lab Sme competitiveness - internationalization strategy: egg electronics

With the purpose of finding the most promising country for EGG Electronics to internationalize is business to, an In-Depth Analysis for the top five countries was conducted. Within this document you can find a thorough study of Luxembourg, a potential country that EGG should consider expanding to.For that analysis, four dimensions were considered: the quality of contacts in the country, the market sales potential, the competitive environment and the market entry conditions. Finally, to reach a sustained decision, a framework was developed in order to compare Luxembourg with the remaining countries and understand which one would be the go-to country for EGG