A Framework for E-Service Custorm Trust -An Integrated Research Model Based on multitheoritical View

As a new paradigm of internet-based transaction, e-service is thriving nowadays. However, it is distinctively different from the traditional e-commerce. Taking customer-centered philosophy as fundamental focus, e-service emphasizes customization and relationship marketing based on services selling, but not tangible goods selling, which makes transaction trust, especially customer trust become more complicated. In this paper, a framework of e-service customer trust is put forward based on multitheoretical view, which will provide theoretical support for the future research

O impacto da capacidade de marketing na internacionalização de e-services : o caso da Porto Editora : Infopédia

Estudos recentes sugerem que as teorias tradicionais de internacionalização empresarial não se aplicam às empresas de e-services. Tais teorias tradicionais defendem que as empresas internacionalizam-se através de abordagens comportamentais ou abordagens económicas racionais, de forma gradual e incremental. No entanto, alguns especialistas discordam e não aplicam as teorias no caso do e-commerce. Estes especialistas referem-se a e-commerce mas achamos pertinente fazer uma analogia de e-commerce para e-service partindo do pressuposto que o e-service pode ser integrado no e-commerce. Dos factores salientados, entre outros, a internacionalização depende da capacidade de marketing. A capacidade de marketing representa a capacidade de uma empresa identificar mercados-alvo, desenvolver estratégias do marketing mix, e construir e manter o relacionamento com os clientes leais. Neste contexto é importante investigar algumas questões relevantes que tornam a capacidade de marketing importante na internacionalização de e-services.Recent research suggests that a traditional theory of corporate internationalization doesn’t apply to e-services companies. Such theories argue that firms internationalize through behavioral or rational economic approaches, gradually and incrementally. However, some experts disagree and don´t apply the theories in case of e-commerce. These experts refer to e-commerce but we think is necessary to make an analogy of e-commerce to e-service on the assumption that e-service can be integrated into e-commerce. From the highlighted factors, among others, the international depends on marketing capability. The marketing capability is the ability of a company to identify target markets, developing the marketing mix strategies, and build and maintain relationships with loyal customers. In this context it is important to investigate some relevant issues that make the ability marketing major to e-services internationalization

Factors influencing Indonesian consumers to use e-services in Indonesian airline companies

This study develops a research model for investigating the factors that influence consumers to use Indonesian airlines’ e-Services. It employs a two-stage sequential mixed method design comprising both field study and quantitative approaches. The research model is validated from the responses of 819 Indonesian consumers who are users of Indonesian airlines’ e-Services. The results confirm that effort expectancy, social influence, facilitating conditions, trustworthiness and outcome expectancy drives e-Services usage trough motivation and intention to use

Pick and Mix: consumers moving between online and offline channels

Consumers are increasingly using web-based systems for the search and purchase of products and services. They are, however, also still using traditional, offline channels such as telephone, high street and mail order, on a regular basis. The research presented in this thesis investigated consumer use of e-services in the context of a multi channel environment, with a special focus on voluntary channel choice and voluntary movement between channels. Both multi-channel usage and voluntary movement between channels are currently under-researched topics. The area of research for the study was leisure travel. The travel preparations from a sample of consumers throughout the UK were investigated through interviews and diary studies. Literature from the field of Human-Computer Interaction and Consumer Research informed the methodology and the perspective for the analysis. The findings from the in-depth study show that the participants frequently used multiple channels during their travel preparations. They regularly moved between online and offline channels, and often did so on a voluntary basis. The analysis revealed that the most important driver for multi-channel usage among the participants was the need for control. This research contextualises control as a key characteristic of contemporary consumption behaviour. Its main contributions are the findings that the need for control has six dimensions (time, place, costs, risks, information and personal contact), and that the influence of these dimensions on consumer channel choice varies across specific consumption situations. The study also found that the participants were not consistent in their channel choices over time. They showed fragmented consumer behaviour, dependent on their social roles and external circumstances. The thesis discusses how control and fragmentation are key themes in the explanation of voluntary multi-channel usage and movement between channels. The insights from this research contribute to a deeper understanding of consumer use of e-services and to strategic improvements in the design and management of e-services

E-government systems success and user acceptance in developing countries: The role of perceived support quality

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.Electronic government (e-Government) projects create numerous benefits and opportunities for both governments and citizens worldwide. Accordingly, the increasing interest in e-Government raises the issue of how governments can increase citizen adoption and usage of their on-line services. The successful adoption of Information Communication Technologies (ICTs), the explosive increase in Internet usage and the rapid development of e-commerce in private sectors have placed pressure on public organisations to interact electronically with citizens. Conversely, the success of e-Government does not depend only on the supplier side, but also on the demand side and the willingness to adopt the on-line service. The concept of e-Government was developed and implemented initially in industrialised countries. Consequently, it should not be assumed that this concept is automatically appropriate for developing countries. Thus far, e-Government still faces major challenges as it continues to expand in developing countries. Moreover, when introducing e-Government to developing nations, it is anticipated that more effort will be necessary than in developed countries. The objective of various e-Government initiatives has moved in the past decade towards establishing services offering greater accessibility for citizens. As a result, it is necessary to examine all possible factors to explain citizens' adoption and usage of such systems. Hence, numerous models of e-Government adoption and intention to use and their extensions have been proposed and applied to empirical studies. Obviously, e-Government has occurred due to the technological revolution following the diffusion of the Internet and the success of information systems (IS) in organisations and e-Commerce. However, regardless of their success within the general IS context, the models are limited in terms of considering the diversity of users; they tend to assume that all end-users are homogeneous. The end-users of e-Government systems are more diverse than e-Commerce, with comparisons of wider layers of user groups (for example, elderly and less well-educated people) who are more likely to encounter problems while interacting with e-Government systems. IS literature confirmed that users’ technical capabilities and management support are influenced by their technical knowledge and expertise. Therefore, this research argues that perceived support quality is a new way of looking at citizens’ adoption and usage in the e-Government system’s field and a major factor of e-Government system’s acceptance, particularly in developing countries. This study is the first to examine the roles of perceived support quality and support satisfaction in the context of government-to-citizen (G2C), and it aims to advance knowledge within the field of e-Government by revealing the roles of perceived support quality and satisfaction towards behaviour intention and usage in developing countries. The proposed model builds upon Wixom and Todd’s (2005) theoretical model, which, in turn, was based on the integration of DeLone and McLean model (1992) into the technology acceptance model (TAM). The strength of the integrated model lies in its ability to guide both IT design and predict usage behaviours towards the system under investigation, and assume the overall theoretical model to maintain validity in G2C settings. Thirteen hypotheses were formulated to test the proposed research model. Behaviour intention to use e-Government services was proposed as the dependent variable, while the independent variables were information quality; information satisfaction; system quality; system satisfaction; social influence; performance expectancy; effort expectancy; perceived support quality and support satisfaction. A quantitative approach was deemed best suited to test the proposed model. Using a survey method (i.e. paper-based and an on-line survey), a total of 1252 responses was collected; however, only 628 were analysed. To test the proposed e-Government model, the state of Kuwait was chosen as the application area and the official website of Kuwait Government On-line Services (KGOS) was selected, since it offers a number of services on-line. Elements were citizens who have had prior experience with the KGOS website, and the survey was conducted from 5th August to 10th October 2010. Structural equation modelling (SEM) was selected as the statistical analysis technique with the Analysis of Moment Structures (AMOS) software. A total of 40 percent of the variance among the factors of support satisfaction, system satisfaction, information quality, effort expectancy and performance expectancy was explained by behavioural intention to use an e-Government system. All hypotheses were supported except for one. The findings confirm the significance to the support quality perceived by citizens, and also provide insights into whether user satisfaction literature and TAMs should be integrated to explain citizens’ intention to use e-Government systems. Thus, in terms of the theoretical implications, this study highlights the significance of recognising theoretical relationships when performing empirical research in e-Government settings. Consequently, to capture both the technical aspects and the services provided on-line, a new variable was introduced and renamed ‘perceived support quality’. Additionally, the model offers managers a new perspective for dealing with e-Government adoption by signifying the importance of support quality perceived by citizens. The proposed model provides government decision-makers in developing countries with an appropriate approach to determining which factors require attention in order to reap the highest benefits from e-Governments’ projects. This suggests paying less attention to the social influence (SI) factor and consider instead improving the quality of on-line support citizens demand