An Empirical Study on the Influence of Online Service Quality on Customer Satisfaction: A Study of Royal Jordanian Airline

The aims of this paper is to examine the relationships of online service quality dimensions with customers’ satisfaction towards e-ticket system in Royal Jordanian Airlines. The proposed instrument dimensions are identified based on a questionnaire survey conducted in Jordan. Based on an extensive review of literature, this paper proposed five dimensions for measuring online service quality on customer satisfaction. The results show significant relationships among the online service quality dimensions (Responsiveness, Contact, Efficiency and privacy), and customer satisfaction. The results are important to enable managers to have a better understanding of the key online service quality dimensions that influence customer satisfaction. The primary limitations of this research are the scope and size of its sample. Keywords: online service quality, Responsiveness, Compensation, Contact, Efficiency and privacy and customer satisfaction

The efficient bond among mobile commerce, CRM and E-loyalty to maximise the productivity of companies

Mobile commerce, has become a significant topic in IS research community and it is a key concept for many businesses, However, it has not fulfilled the expectations. This paper tackles the issue of mobile commerce in three different ways. First, it emphasizes the relative importance of customer relationship management and its relationship with mobile commerce. Second, it illustrates the ways to enhance E-loyalty of the clients within small and medium enterprises. Ultimately, the positive relationship among these, three concepts will be clarified. M-Commerce constitutes an important future market worldwide.This paper argues that businesses should strengthen and enhance loyalty as well as e-loyalty and M-Commerce activities, in order to better acquire the customers toward wireless marketing and customer relationship channels. Moreover to get the most euphoria businesses must create value for consumers in a way that is different from what they get used to prior to the latest version of services from the businesses. This paper, introduces a new area of doing business with the assistance of CRM and some evaluators to grasp loyalty under the context of mobile commerce. In addition, businesses should consider consumer's willingness to use successful features of M-Commerce. While performing the project, we expect to achieve productivity and reputation to the organization

E-RESERVATION AND GUEST SATISFACTION IN THE HOSPITALITY INDUSTRY IN RIVERS STATE, NIGERIA

This study was carried out primarily to investigate the relationship between e-reservation and guest satisfaction in the hospitality industry in Port Harcourt, Rivers State, Nigeria.  The objectives of the study were to; Ascertain the relationship between e-reservation and repeat patronage and brand loyalty respectively  of hotel guests in Rivers State, Nigeria. Descriptive survey research design was adopted for the study. The population of study was large and unknown. Consequently, the sample size of 246 determined using Freund and Williams  formula for sample size determination from a infinite population.  Primary data was utilized in the study. Primary data were collected a well structured questionnaire and administered to the  guests of hotel organizations in Port Harcourt, Rivers State, Nigeria. The questionnaire was validated through face, and content validity. The internal consistency of the instrument was excellent (.991) using Chronbach Alpha. Statistical tools for data analyses included descriptive analysis and Pearson’ Product Moment Correlation. The study therefore concluded that acquiring e-business infrastructure is essential for hotels that want to enhance guest satisfaction. Major findings showed that e-reservation had positive significant relationship with guest satisfaction. It was recommended that  The owners/managers of hotels should take advantage of the e-business revolution by investing in it in order not to loose customers to competitors, only modern ICT infrastructure should be used to empower the e-business operations, hotel owners should employ competent staff that are ICT compliant, and appropriate training and development programmes should be initiated to update the skills of the old staf

Mobile Devices Usage in Jordanian Banking Sector: Critical Success Factors Based On an improved Technology Acceptance Model (TAM)

Despite the importance of mobile commerce; its adoption and level of use in Jordan is low if compared to other countries. This study aimed to understand and examines the critical success factors of mobile commerce that influence the adoption of M-commerce by banking customers in Jordan based on the technology acceptance model (TAM). This study also introduces a revised and extended mobile commerce technology adaption model for the banking sector in Jordan. We adopted a quantitative approach for this study and conducted a survey among Jordanian banks customers. 60 questioners were distributed amongst the Jordanian banks customers. This paper highlighted the critical success factors of mobile commerce that influence the adoption of M-commerce by banking customers in Jordan based on the technology acceptance model (TAM). As suggested by the result, an effective promotion among targeted users to use mobile commerce would create more impact on mobile commerce adoption

The effects of online commentary on users\u27 information processing in the context of online discussion forums

The airline industry employs advanced e-commerce technologies to retain frequent customers and attract new passengers, but it is likely that not all airlines have clear knowledge about how many gaps should be filled between the status quo and an ideal website. This study proposes an integrated model for evaluating airlines’ websites in terms of the perspectives of “marketing mix 4Ps” and “website quality”. In order to verify the practicality and usefulness of this model, an empirical study of the Taiwanese airline industry is offered to illustrate the application of the proposed model. The model first applies the DEMATEL method to cope with the interdependencies between criteria. It then converts the criteria’s cause and effect relations into a visual structural map where the ANP method can help compute the weight of criteria. Finally, it uses the modified VIKOR method to rank e-commerce websites of the five Taiwanese airlines. Overall, the results show that the Taiwanese airlines still have a great deal of room to improve their websites. This proposed model not only provides helpful information for airlines to understand their websites’ quality level, but also contributes to industrial applications in terms of providing some worthwhile recommendations for building an ideal website

THE IMPACT OF E-TICKETING TECHNIQUE ON CUSTOMER SATISFACTION: AN EMPIRICAL ANALYSIS

Recently, internet technology is considered to be the most used information and communication technology by organizations: it can ease the process of transactions and reinforce the relation between companies and customers. This investigation empirically examines the impact of e-ticketing technique on customer satisfaction; a convenience sample of Jordanian airline passengers that had booked flights in the last 12 months through companies offering e-ticketing services was acquired. The findings indicate that customer satisfaction with e-ticketing services was influenced by all of the independent variables measured (Data security, Customer and Technical Support, and User-Friendliness) were noted to have significant impact on customer satisfaction with e-ticketing services

Isu Syariah Dalam Jual Beli Tiket Penerbangan Atas Talian: Analisis Perspektif Gharar

Perkembangan sains dan teknologi telah memberi kesan terhadap pelbagai urusan transaksi manusia. Ia memudahkan urusan para pengguna di samping dapat menjimatkan masa dan kos. Umpamanya, jual beli tiket penerbangan pada hari ini telah menggunakan kaedah jual beli atas talian secara meluas. Walaupun begitu, transaksi yang dilakukan telah menimbul pelbagai isu. Antaranya kekeliruan dalam pengiklanan, wujudnya caj tambahan yang bersifat tersembunyi dan manipulasi harga. Sehubungan itu, kajian ini membincangkan tentang konsep yang diguna pakai dalam jual beli tiket penerbangan serta isu-isu yang berlaku di samping isu-isu syariah yang berkait rapat dengan urusan jual beli tersebut. Bagi mencapai objektif tersebut, pengkaji menggunakan kajian kepustakaan dan lapangan (temu bual) bagi mengumpulkan data. Data kualitatif daripada kajian kepustakaan dianalisis menggunakan kaedah analisis kandungan manakala data temu bual dianalisis dengan menggunakan kaedah deskriptif. Hasil kajian mendapati bahawa dalam transaksi jual beli tiket penerbangan atas talian terdapat beberapa isu yang timbul dan berdasarkan analisis perspektif syariah, wujudnya unsur gharar pada beberapa keadaan. Justeru, bagi mencapai tahap patuh Syariah dalam proses jual beli tiket penerbangan secara atas talian, unsur tersebut perlu ditangani sebaiknya oleh pengendali syarikat penerbangan

Evaluating E-Relationship Marketing Features on Hotel Mobile Apps

The advent of technology has changed the course of marketing in both the academic and the business field. Given the increasing number of mobile transactions, hotel companies have launched mobile applications (apps) as an alternative e-relationship marketing (e-RM) channel. This study modified a progressive five-level e-relationship building model. The model was employed to evaluate e-RM features of the top 10 hotel companies’ mobile apps. The results indicated that these hotel companies maintained e-RM feature sophistication at the lower levels (Basic and Reactive), but relatively speaking, they did not utilize e-RM features extensively at the higher levels (Accountable, Proactive and Partnership). The findings implied that hotel companies employed mobile apps as a communication channel to provide basic information and allow for transaction rather than to deliver better customer values and strengthen long-term relationships

Measuring service quality in m-commerce context: The case of Arab Open University, Jordan

This study explores the impact of service quality dimensions (website design, reliability, responsiveness, trust, personalization, perceived risk and perceived cognitive control), information quality dimensions (content usefulness and content adequacy) and system - quality dimensions (ease of use, accessibility, interactivity and perceived website innovativeness) on overall perceived service quality, customer satisfaction and behavioral intention. Based on existing literature, a conceptual model was developed. The SERVQUAL model and the Information system theories were used to explicate the relationship among the variables in the conceptual model. Using a survey research design, a sample of 618 university students and staff was drawn through simple random sampling. Combinations of inferential and descriptive statistics were performed assisted by the Statistical Package for Social Science (SPSS) and Partial Least Square (PLS). The outcomes of this study show that responsiveness, content usefulness, content adequacy, ease of use, interactivity, and perceived website innovativeness have significant positive relationships with overall service quality. However, website design, reliability, trust, personalization and perceived risk do not have significant relationships with overall service quality. Similarly, and as expected, overall service quality significantly influences satisfaction while satisfaction positively influences the behavioral intention of mobile commerce customers in Jordan. As for policy and managerial recommendations, it is important that managers lay more emphasis on those factors that can make customers perceive the website of m-commerce to be of high quality as this will eventually affect their satisfaction and future behavioral intentions. Similarly, m-commerce service policy-makers should come up with policies that will enhance the nature of services being rendered, and that will bring greater benefits to the customers. Additionally, the policymakers should endeavour to position m-commerce in the minds of customers in such a way that it will bring about the intention to repeat patronage in the future. Finally, directions for future research are discussed

The investigation of the impact of mobile technology “m-commerce” on the business success of African wax-prints: a case of Enugu, Nigeria.

Maters degree. University of KwaZulu-Natal, Durban.African wax-print is a traditional attire worn in most parts of Africa, and has been around for over a century. It has been noted that most of the products are imported rather than locally produced. This has made them more expensive. The use of technological strategies has been exploited outside African continent to harness the business potential of African wax-prints and its social implication particularly in an African setup. This study explored the implications of m-commerce on the business success of African wax-prints. This investigation dwelled into technological modernization, consumer demands and network chains, and how these factors influence the business success of African wax-print. A quantitative survey of sample size of 384 randomly selected respondents was conducted. Respondents were individuals who have a minimum of two years’ experience on the trade of African wax-prints. Questionnaires were administered to the respondents in Enugu-North, Nigeria. Only 336 respondents, accounting for 87.5% responded to the questionnaire. Data obtained was analyzed using the statistical package for social sciences (SPSS). The statistical analysis illustrated a number of significant relationships between the biographical data and various statements in the questionnaire. The results revealed that technological modernization, consumer demands and network chains positively influence the business success of African wax-print. The study further revealed that m commerce positively impacts the growth of business of African wax-prints in Enugu-North, Nigeria. A quest for stakeholders, both individuals and organizations, can collaborate to create a friendly mobile platform that enhances the consumer experience and the ease of promoting the business success of African wax-print. Furthermore, future studies can be conducted in other regional parts of Nigeria on African-wax prints. Future research can also consider researching other aspects of m-commerce such as m-logistics to improve the retailers experience in Enugu North, of Nigeria and other parts of Africa at large