EC-Trust (Trust in Electronic Commerce): Exploring the Antecedent Factors

With the open system environment of the Internet and the intensive communication requirement of being a remote shopping channel, consumer-based electronic commerce becomes more complex and dependent on trust development in a business relationship. This paper examines the concept of trust and proposes a trust development life-cycle for EC adoption. Besides, it suggests and analyses a number of antecedent factors toward initial trust formation. These factors include information quality, web interface design and company reputation. This paper contributes to a better understanding of the EC trust concept, which is important for the successful implementation of consumer-based electronic commerce

THE CONSUMER CHOICE OF E-CHANNELS AS A PURCHASING AVENUE: AN INVESTIGATION OF THE COMMUNICATIVE ASPECTS OF INFORMATION QUALTIY

A conspicuous paradox is evident in the statistics concerning purchases over the internet. While a majority of the US population uses the internet to seek product information for purchasing decisions, less than two percent of actual retail sales occur on the Internet. To explain this small ratio of e-channel choice for purchase, a comprehensive model that extends DeLone and McLean\u27s (2004) e-commerce success model was developed. The model centers on the importance of perceived information quality and its relationship to e-channel choice as a purchasing channel. Using the overarching theoretical frame of motivation, two questions were examined: (a) what influences consumers\u27 perception of the quality of information in e-channels, and (b) how information quality influences the consumers\u27 choice of e-channels in purchasing products. Four constructs, based on dimensions of communication theories, are put forward to be important determinants in consumers\u27 perception of information quality in e-channels, which ultimately shape their decision to purchase over the internet. Telepresence and screening capability in the message dimension, and channel trust in receiver dimension are theorized to positively affect perceived information quality. It is also hypothesized that as consumers experience higher levels of cognitive overhead as they use the internet, this will negatively impact perceived information quality in e-channels. Since telepresence is potentially the most manipulative among these factors through current web technologies, this study further investigates its antecedents. Based on human information processing styles, standardization of specification, sensory descriptiveness, feedback quality, and interactivity are presented as technological design elements to increase telepresence. The methodology used combined survey and a quasi-experiment, where several important parameters of the experiment were controlled to measure the research model. Several pilot studies were conducted to validate the quasi-experimental design and construct measurement. Analysis using structured equation modeling on a useable sample frame of 309 students provided support that perceived information quality has a positive effect on consumers\u27 choice of e-channels over physical channels for product purchase. Support was found for all factors to information quality and telepresence except feedback quality\u27s effect on telepresence. Overall, this study presents a framework of e-channel choice that combines motivation theory with the e-commerce success model, and enables better understanding of online consumer behavior. A common belief about the inadequacy of experience goods for electronic transaction is challenged. The results of this study provide insight into the pivotal role of information quality in addressing performance risk, thereby shedding a light on what makes consumers to use e-channels mostly as an information source rather than a purchasing point. Information quality is revealed as a key link between the evaluation aspects of the information search stage and the purchasing aspects of the choice stage. Four effective levers to increase information quality are identified, and telepresence is identified as the most promising tool to increase perceived information quality

Rancang Bangun Portal E-Commerce Semarang-Handycraft Berorientasi Obyek

Number of emerging Small and Medium Enterprises (SMEs) in Indonesia has not been matched with optimal performance. Many problems arise such as difficulty in marketing products and limited costs for marketing. This problem can be overcome by utilizing Internet technology to build e-commerce portal. Portal help online marketing with no borders zone, facilitate for searching a consumer, can automate the promotion and business transactions that can help win the competition.In this research, to be built e-commerce portal Semarang-Handycraft. Design of e-commerce portal is using system development methodologies Model Driven Development (MDD) and UML modeling language (Unified Modeling Language) which is a visual language for modeling object-oriented language and by using the Open Source Content Management Systems that is called Joomla and using e-commerce modules Virtuemart. Produced e-commerce portal that can provide information with better quality and can be accessed at http://semarang-handycraft.cz.cc, which is a new alternative for the production of marketing handicraft products of SMEs in Semarang. For security and convinience of information retrieval in e-commerce portal is divided into several access rights, ie rights of access to regular visitors, members and administrator

QUALITY MANAGEMENT IN ELECTRONIC COMMERCE INFORMATION SYSTEMS

Today the rapid development of information technology has a major impact on the global economy, which contributes to the development of the e-commerce sector. The benefits of using internet are attracting more and more participants who want to take advantage of the new opportunities for business promotion, to improve the quality and sustainable development of trade services. In today's competitive environment, developing and implementing a quality system in the work process becomes one of the competitive advantages of companies, as the modern consumer has become more demanding and selective. Therefore, in order to ensure effective control and organization of the work process in the company, it is necessary to develop a system that accurately describes the processes in the company and promotes the employees' full action in the accomplishment of the assigned tasks and achievement of the goals. This study examines e-commerce quality issues such as website content and design, technology infrastructure and security. The introduction of a standard ISO / IEC 9126 quality assessment model for e-commerce service analysis is also discussed. Based on the available literature, the aim of the study is to provide a theoretical insight into quality management in the context of e-commerce and to explain why quality management principles are important for the development of the e-commerce industry

Integrating information systems success and overall trust

Tam, C., Loureiro, A., & Oliveira, T. (2020). The individual performance outcome behind e-commerce: Integrating information systems success and overall trust. Internet Research, 30(2), 439-462. [Advanced online publication on 22 october 2019]. https://doi.org/10.1108/INTR-06-2018-0262Purpose: While most e-commerce studies focus on the understanding of online customer behaviour, mainly adoption and purchase behaviours. The purpose of this paper is to examine the relationship between e-commerce and individual performance. The authors test the role of systems, information and service quality in e-commerce use and user satisfaction. Trust may become an important aspect for a consumer’s decision making, based on this the authors identify the effect of the role of trust on e-commerce use, user satisfaction and its impact on individual performance. This research has theoretical and managerial implications, since the protagonism of e-commerce is increasing in both academia and industry. Design/methodology/approach: The authors apply a research model that integrates information systems success dimensions and user behaviour in the form of trust. The empirical approach was based on an online survey questionnaire of 437 individuals from Portugal. Findings: The results reveal that overall quality and overall trust are important to explain use and user satisfaction in the context of e-commerce, which further leads to individual performance. The findings indicate that a higher level of use and user satisfaction increase individual performance. Originality/value: The authors integrate information systems success dimensions and overall trust to understand the significance of e-commerce individual performance. The authors expect the results to enrich the understanding of the importance of considering both technological and behavioural factors to increase the success of e-commerce.authorsversionpublishe

THE EFFECT OF ELECTRONIC SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION (STUDY : RAKUTEN BELANJA ONLINE)

The number of Internet user is increasing every year. Transaction via internet is called e-commerce. Online shopping is one of the most popular internet activities. Provide a good electronic service quality is needed to increase the customer satisfaction. The purpose of this research is to determine the effect of electronic service quality toward customer satisfaction in Rakuten Belanja Online Indonesia. There are six dimensions of electronic service quality being used in this research that were predicted to influence the customer satisfaction which are information, ease of use, website design, reliability, security and personalization. This research, using descriptive - causal quantitative method as the basic foundation for doing research and the analysis model is using Multiple Regression. The data were collected by using purposive sampling by choosing the individuals which met the certain characteristics; in this case the Questionnaire has been distributed to 500 respondents by direct questionnaire and google drive which have shopping experience in Rakuten Belanja Online. For the descriptive analysis for the respondent, they categorized information dimension in the position “bad” and the other dimension which are ease of use, website design, reliability, security and personalization categorized in “not bad not good” position. This research suggested increasing customer satisfaction through electronic service quality. Based on descriptive result, in order to give a good electronic service quality, the company must give better service that the other online shops by provide a detailed information about product and service, deliver product quickly as the promises, make an attractive website and make it easy to used, clear and simple, improve the security, more aware to the customer and fast handling for the customer problem. This research used multiple regression analysis. The result of multiple regression in this research show the highest influence from six dimension of electronic service quality is the Ease of Use dimension and the rest of the other independent variable also have positive and significant effect to customer satisfaction with adjusted coefficient of determination is 60.3%. There are two hypothesis testing in this research, partial and simultan test. The result for the partial test shows that each independent variable is positive and significant effect to customer satisfaction. The result of simultan test shows that the jointly electronic service quality has positive and significant effect to customer satisfaction. In this research,60.3% of Rakuten Belanja Online customer satisfaction can be explained by six dimension of electronic service quality which are Information, Ease of Use, Website Design, Reliability, Security and Personalization. Keyword: e-commerce, service quality, electronic service quality, customer satisfactio

Analisis Pengaruh Customer Journey Mapping Dalam Perancangan Customer Retention Pada E-commerce Shopee Menggunakan Metode Service Quality

Technological developments accompanied by increasing population growth rates in Indonesia affect people's lives in meeting their daily needs. With e-commerce that is present as an innovation in the use of technology and internet network assistance, it makes it easier for people to buy and sell goods online. Shoppe is one of the e-commerce with the most sales and visitors in Indonesia as of 2022 according to a national survey conducted by BOI Research. This research was conducted to analyze and provide information about the influence of the customer journey map consisting of the stages of discovery, use, and loyalty with 5 dimensions of service quality Service Quality Method which includes reliability, responsiveness, assurance, empathy, and tangibles on customer strategy design retention on Shopee e-commerce. The results of this study obtained the results that there is a positive relationship between the discovery and use process on customer loyalty in making purchases. Companies can evaluate this stage in designing strategies to gain customer trust and loyalty in order to make repeat purchases.  Perkembangan teknologi yang diiringi dengan meningkatnya angka pertumbuhan penduduk di Indonesia mempengaruhi kehidupan masyarakat dalam memenuhi kebutuhan sehari-harinya. Dengan e-commerce yang hadir sebagai inovasi dalam pemanfaatan teknologi dan bantuan jaringan internet memudahkan masyarakat dalam melakukan jual beli barang secara online. Shopee adalah salah satu e-commerce dengan tingkat penjualan dan pengunjung terbanyak di Indonesia per tahun 2022 menurut survei nasional yang dilakukan oleh BOI Research. Penelitian ini dilakukan untuk menganalisis serta memberikan informasi mengenai pengaruh customer journey map yang terdiri dari tahap discovery, use, dan loyalty dengan 5 dimensi kualitas pelayanan Metode Service Quality yang meliputi reliability, responsiveness, assurance, empathy, dan tangibles terhadap perancangan strategi customer retention pada e-commerce Shopee. Hasil penelitian ini memperoleh hasil bahwa terdapat hubungan yang positif antara proses discovery dan use terhadap loyalitas pelanggan dalam melakukan pembelian. Perusahaan dapat melakukan evaluasi terhadap tahap ini dalam merancang strategi mendapatkan kepercayaan dan kesetiaan pelanggan agar dapat melakukan pembelian secara berulang

Factors Affecting E-Commerce Customer Loyalty in Pakistan

In the globalization era, marketing opportunities are boundless for local or international firms. Marketing is very challenging task and is changed with the passage of time and with the business environment. It is very general that new businesses face number of challenges and one of the biggest challenges is to market their business among market pioneers. With the globalization, several businesses shifted from brick to click because it is cost efficient and it is convenient for both, firm and customers. Also, the eastern individuals can easily get access to the western markets which is only possible because of internet and e-marketing. Firms advertise their products promotion on websites. Consumers will probably feel satisfied by administrations of online stores in the event that they have framed positive internet shopping dispositions. Numerous online stores help their clients make an inspirational behavior toward web shopping by means of suggestion and client rating instruments. E-shopping has a large number of dimensions. It is very positive phenomena that each and every single dimension of e-marketing is beneficial for the business and its growth. Previous empirical studies have shown that e-business achievement will probably happen when customer satisfaction is achieved.The main objective of our study is to investigate the factors that influence customer loyalty in twin cities of Pakistan. We restrict our study to Islamabad and Rawalpindi. Our study is based on survey questionnaire followed by Eid (2011). We use causal study to find out the e-commerce determinants on customer satisfaction and trust which leads to e-commerce customer loyalty. The data were collected from the respondents using a five-point Likert scale, ranging from strongly disagree to strongly agree. Also, scale dependability analysis for the survey is performed by identifying the Cronbach’s alpha value.The findings of our study show that customer satisfaction and customer trust have high statistical but differential impacts on customer loyalty. Additionally, user interface, service information quality, perceived security, and service feedback have differential but highly significant impact on the loyalty of e-commerce customers. The findings have important practical implications, in particularly, for those firms that provide e-commerce services in Pakistan. It assists the firm managers to understand the key factors of e-commerce to focus on improving satisfaction, trust, and loyalty of their online customers, which, in turn, enhances their e-commerce services and business success. Moreover, B2C e-commerce interface, information quality, security, and feedback services strongly influences customer satisfaction, trust, and loyalty. Human computer interaction and developing quality of user interface design of e-commerce websites give priority to achieve successful IT education. Moreover, no study of this kind existed in Pakistan, it will improve our knowledge in understanding the relationship between these constructs in Pakistan Keywords: B2C E-commerce, Customer Trust, Customer Satisfaction, Customer Loyalty JEL Code: M3

Technology and Service Quality in the Banking Industry: An Empirical Study of Various Factors in Electronic Banking Services

Technology-based self service has greatly changed the way that service Firms and consumers interact and are raising a host of research and practice issues relating to the delivery of e-service which has become increasingly important not only in determining the success or failure of electronic commerce but also in providing consumers with a superior experience with respect to the interactive flow of information. The purpose of this research study was to establish the relationship between technology and service quality in the banking industry in Nigeria. The research was carried out through a cross sectional smvey design which questioned respondents one e-banking services. The population of study mainly constituted of customers of Oceanic bank within Lagos metropolis and its environs. The respondents of the study were customers of banks using e-banking services (internet banking, mobile banking and AIM). The sample in this study consisted of 120 respondents who are users of thee-banking services. The data collected was analyzed by use of frequency, percentage, means and correlation analysis. The findings revealed that secure services as the most important dimension, followed by convenient location of AIM, efficiency (not need to wait, ability to set up accounts so that the customer can perform transactions immediately, accurately of records, user friendly, ease of user, complaint satisfaction, accurate transactions and operation in 24 h)

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage