A conceptual framework for understanding and measuring B2B online service quality

As more and more businesses move online, research into the determinants and measurement of online service quality has become a research imperative (Zeithaml et al., 2000; Bitner, Parasuraman et al., 2005). Notwithstanding, research in this area is still in its infancy and much of the existing research is largely anecdotal, centering on consumer perceptions and ignoring the business customer perspective. As a result, to date, limited insights have been gained. This study represents a first attempt at addressing this gap in the scholarly literature. A two-phase study design was used to 1) explore the meaning of B2B online service quality, 2) identify its key determinants and 3) develop a valid and reliable measure for the construct. In Phase I of the study, 16 in-depth interviews with business customers from a range of industry sectors were conducted. Results revealed that business customers expect online service levels at least equal to that provided in offline service environments. The results also revealed that business customer’s assessment of online service quality is formed across ten key determinants: Website Design, Ease of Use, Technical Reliability, Usefulness, Intuitiveness, Presentation, Accuracy, Availability, Service Reliability and Flexibility. In Phase II of the study, a measure of online service quality (OLSQ scale) was developed and empirically tested and validated from data collected from 699 customers of a large Australian corporate supplier. Items included in the measure were derived from the Phase I interviews and refined through an expert review process. Two plausible measurement models were then specified and data-model fit of each of the models examined. A second-order factor structure, comprising three dimensions, Service Quality, Web Quality and Technical Quality, consisting of 20 items was derived from the evaluation. Validity and reliability of the measure were then assessed and confirmed. Collectively, the results provide support for the soundness of the measure’s factor structure and its psychometric properties. The attributes of OLSQ identified in this study provide a starting point on which providers can base the development of their online service strategy and modifications to strategy as customer needs and expectations change over time. In order to do this, providers need a valid and reliable instrument to gather information about customer service requirements and indicators of the quality of their online service offering as perceived by customers. It is envisaged that the OLSQ measure will also act as a diagnostic tool, assisting providers in pinpointing weaknesses in their online service strategy, enabling them to take corrective action where necessary. The results of this study also provide a starting point from which providers can base future research into the determinants and measurement of B2B online service quality

Optimising User Acceptance of Mandated Mobile Health Systems (MHS): The ePOC (Electronic Point-of-Care) Project Experience

From a clinical perspective, the use of mobile technologies such as Personal Digital Assistants (PDAs) within hospital environments is not new. A paradigm shift however, is underway towards the acceptance and utility of such systems within community-based healthcare environments. Notwithstanding, introducing new technologies and associated work practices has intrinsic risks which must be addressed. In situations where end-users of a system are traditionally averse to technology through entrenched paper-based work practices (for example, community health workers), the process of managing change bears considerable determination in system implementation success. The authors propose a novel approach to end user acceptance within the context of a mandated mobile health system in a community health setting. The ePOC (electronic point-of-care) project is used to demonstrate how higher levels of user acceptance are achievable in these implementation environments where traditionally low levels of technology acceptance and use are common

The Adoption of the Web as a Marketing Tool by Regional Tourism Associations (RTAs) in Australia

There is little doubt that the emergence of the Internet and World Wide Web has had a strong influence on marketing (Goldsmith, 1999). Through the interactive Web medium, relationship marketing and personalisation can be achieved relatively easily compared to traditional forms of media ( Goldsmith, 1999). In order to assist business to make the move online and to enable them to realise the benefits that the Internet and Web have to offer, Government’s around the globe are providing both education and support, in the form of government policy and financial support programs. However, the success of government funded programs depends largely on business uptake of such programs and their ability to leverage on the benefits stemming from the assistance provided . This paper presents the results of a recent study of the level of uptake of the web as a marketing tool by businesses in the Regional Tourism Industry sector in Australia. The results of the study show that this industry sector is at a relatively advanced stage of adoption of Web Marketing, indicating that to date, Government programs aimed at this industry sector have been successful in getting businesses online

A Longitudinal Study of the Use of the Web by Regional Tourism Organisations (RTOs) in Australia

The information-intensive nature of the tourism and travel industry suggests an important role for Web technology in the promotion and marketing of tourist destinations. The rapid development of the Internet is also having profound impacts on the industry. In fact, travel and tourism has become the single largest category of products sold over the Internet (Tourism White Paper, 2007). With reports of travel purchases and reservations being one of the fastest growing segments of the Internet community it is no surprise that the number of tourism operators on the Web has increased considerably over the past few years. This paper presents the results of a study of the use of Web technologies by Regional Tourism Organisations (RTOs) in the Australian tourism industry over an eight year period from 2000 to 2008. The Extended Model of Internet Commerce Adoption (eMICA) (Burgess and Cooper, 2000) was used to assess the web sites of RTOs to determine the extent of adoption of web technologies for destination marketing. A significant finding of this study is the number of RTOs sites offering Stage 3 functionality (transaction processing). The results of the study add further support to the premise of the model, that is, in developing commercial websites, businesses in this industry sector typically start simply by establishing a presence on the Web and build on functionality over time, as their experience and expertise in the use of Internet technologies increases

A Longitudinal Study Of The Use Of The Web By Regional Tourism Organisations In The Asia Pacific Region

The information-intensive nature of the tourism and travel industry suggests an important role for Web technology in the promotion and marketing of tourist destinations. With reports of travel purchases and reservations being one of the fastest growing segments of the Internet community (eMarketer, 2002), it is no surprise that the number of tourism operators on the Web has increased considerably over the past few years. This paper presents the results of a longitudinal study of the use of Web technologies by Regional Tourism Organisations (RTOs) in the Asia-Pacific tourism industry. The Websites of 195 RTOs in the Asia-Pacific Region were evaluated using eMICA over the period 2001 to 2004. The study revealed that over the three year period, all 195 RTOs had established more than a basic Internet presence. In 2001, there were 12 sites located within this stage. By 2004, the number of sites that had progressed from lower levels of functionality in the second stage of eMICA (promotion and online service and support) to higher level provision had increased from 36 to 113. Another significant finding is the increase in the number of sites offering full eCommerce facilities (an increase of 14 from the 2001 study). The results of the study add further support to the premise of the model, that is, in developing commercial websites, businesses in this industry sector typically start simply by establishing a presence on the Web and build on functionality over time, as their experience and expertise in the use of Internet technologies increases

Enhancing User Acceptance of Mandated Technology Implementation in a Mobile Healthcare Setting: A Case Study

A paradigm shift is underway towards the acceptance and utility of Personal Digital Assistant (PDA) systems within mobile-based healthcare environments. This paper contends that intervening to address user concerns as they arise throughout the system development lifecycle will lead to greater levels of user acceptance, while ultimately enhancing the deliverability of a system that provides a ‘best fit’ with end user needs. It is envisaged this research will lead to the development of a framework based on an agile approach to user acceptance measurement. The results of an ongoing study of user perceptions towards a proposed mandated electronic point-of-care (ePOC) information system in the Northern Illawarra Ambulatory Care Team (TACT) are presented

Exploring end-user perceptions towards mandated deployment of PDA-based health information systems within Ambulatory Care

The impact of many well intentioned technology integration projects has not always been viewed favourably. In fact, many projects are destined to fail from the outset by not considering fundamental IT system inves tment risks (technical failure, data failure, user failure, organizational failure) [Lyytinen & Hirschiem, 1987]. With any new technology ‘an element of uncertainty exists in the minds of decision makers with respect to the successful adoption of them’ [Bagozzi et al, 1992]. Uncertainty towards adopting new technologies is not solely the domain of decision makers. Apart from chief technology and information officers, system administrators and help desk personnel, those who ultimately feel the greatest impac t and transformation upon work practices from any newly adopted technology application or process are end-users. In mandated technology integration environments, impressions may exist whereby any form of consultative input from end-users is inherently removed, leaving end-users disillusioned with the mandated technology. This research uses an adapted version of Kline’s Groupware Adoption Scale [Kline, 2001] in a preliminary study to ascertain end-user perceptions towards the proposed mandated implementation of a PDA-based point-of-care information system (ePOC) in The Ambulatory Care Team (TACT), Northern Illawarra, South Eastern Sydney Illawarra Health Service

Practical lessons learned for assessing and treating bipolar disorder via telehealth modalities during the COVID-19 pandemic

We briefly frame challenges and steps to overcoming those challenges in delivering care for patients with bipolar disorder via telehealth or telephone during COVID-19. Telehealth provides an invaluable opportunity to provide care for patients even under circumstances of social isolation. The issues discussed in this debate are intended to guide and assist clinicians, both in assessment and intervention, in adjusting to the use of virtual care for patients with bipolar disorder

Multi-system neurological disease is common in patients with OPA1 mutations

Additional neurological features have recently been described in seven families transmitting pathogenic mutations in OPA1, the most common cause of autosomal dominant optic atrophy. However, the frequency of these syndromal 'dominant optic atrophy plus' variants and the extent of neurological involvement have not been established. In this large multi-centre study of 104 patients from 45 independent families, including 60 new cases, we show that extra-ocular neurological complications are common in OPA1 disease, and affect up to 20% of all mutational carriers. Bilateral sensorineural deafness beginning in late childhood and early adulthood was a prominent manifestation, followed by a combination of ataxia, myopathy, peripheral neuropathy and progressive external ophthalmoplegia from the third decade of life onwards. We also identified novel clinical presentations with spastic paraparesis mimicking hereditary spastic paraplegia, and a multiple sclerosis-like illness. In contrast to initial reports, multi-system neurological disease was associated with all mutational subtypes, although there was an increased risk with missense mutations [odds ratio = 3.06, 95% confidence interval = 1.44-6.49; P = 0.0027], and mutations located within the guanosine triphosphate-ase region (odds ratio = 2.29, 95% confidence interval = 1.08-4.82; P = 0.0271). Histochemical and molecular characterization of skeletal muscle biopsies revealed the presence of cytochrome c oxidase-deficient fibres and multiple mitochondrial DNA deletions in the majority of patients harbouring OPA1 mutations, even in those with isolated optic nerve involvement. However, the cytochrome c oxidase-deficient load was over four times higher in the dominant optic atrophy + group compared to the pure optic neuropathy group, implicating a causal role for these secondary mitochondrial DNA defects in disease pathophysiology. Individuals with dominant optic atrophy plus phenotypes also had significantly worse visual outcomes, and careful surveillance is therefore mandatory to optimize the detection and management of neurological disability in a group of patients who already have significant visual impairment