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

Optical Character Recognition (OCR) for Mobile Application

The usefulness of integrating different techniques in wireless applications has brought the needs for providing better services in different technical sectors. Wireless Application Protocol (WAP) has been widely used for obtaining the required connection between clients via their handheld devices. This study highlights the difficulties that are faced by travelers in understanding foreign text during their journeys to other countries with different native languages. Hence, this study aimed to provide a solution by developing a mobile application based optical character recognition (OCR) for extracting the textual elements from the images. Asprise used in this study to extract the image text contents, meanwhile, Google API translation also used to translate the extracted contents into the selected language. The experiment result indicated that using Asprise OCR in extracting the text elements from the image was high accuracy among the free and simple OCR

The influence of m-commerce service and system quality dimensions on overall perceived service quality

Information Technology (IT) has an increasing importance and development in business life. Nowadays, businesses have been seeking to reach their customers through m-services especially m-commerce. The concern is to what extent this m-commerce system can satisfy the consumers’ needs and contributes to the overall online purchasing development.This study aims to examine the effect of m-commerce service quality dimensions (website design, responsiveness, and trust), and system quality dimension (accessibility) on overall perceived service quality in m-commerce by customers.The data were collected from the Arab Open University in Jordan through a self administered questionnaire, in order to test the hypotheses of the proposed model.618 of questionnaires were used for analysis data, out of 870 distributed. The result of this study revealed that there are a significant effect of responsiveness and accessibility on overall perceived service quality. This study has some important implications for business practice and research

Relationships between system quality, service quality, and customer satisfaction

Purpose: This study aims to explore the impact of system quality dimensions, namely, ease of use, accessibility, interactivity and website innovativeness on service quality (SQ) and customer satisfaction.Design/methodology/approach: The study used a quantitative approach, by using a survey method.The unit of analysis was the individual. A total of 618 questionnaires were randomly distributed to university students and staff in Jordan.The partial least square path-modeling method was used in the estimation of causal relationships of the constructs examined in the study.Findings: The outcomes of this study showed that ease of use, interactivity and website innovativeness have significant positive relationships with the SQ. Consequently, SQ significantly influences customer satisfaction. Research limitations/implications: Limitations of this research were related to the unit of analysis, as it was conducted within the geographical region of Jordan and the university context, where the culture and level of the technological advancement may be different than other countries. Practical implications: This research can assist mobile commerce (m-commerce) service policymakers to formulate significant policies that could enhance the nature of services being rendered and thus bring greater benefits to the customers. Originality/value: This research has extended the body of knowledge on emerging trends in m-commerce innovation adoption, more specifically in the university context. Furthermore, it offers insight on the importance of m-commerce in the minds of customers, in such a way that it will bring about the intention to repeat patronage in the future

Assessing the effect of service quality and information quality on customers’ overall perceived service quality in m-commerce

M-commerce is an emerging and rapidly evolving area as demonstrated by new technological innovations introduced to improve m-service. Motivated by the growing interest in online commerce, this research questions focuses on examining the dimensions of service quality and information quality that contribute to overall perceived service quality (OPSQ) in m-commerce. The three identified dimensions of service quality are reliability, personalization, and perceived risk, and the dimension of information quality is content usefulness.It was found in the study that there was a remarkable effect of content usefulness on the OPSQ.Other service quality dimensions however were found to have no significant effect with OPSQ.The findings suggest that service providers need to understand the consumers’ perspective and needs.In order to provide better services for users, companies need to pay more attention on controlling the perceived risk associated with using m-commerce

Forecasting Impact of Demand Side Management on Malaysia’s Power Generation using System Dynamic Approach

Rapid economic growth, increasing population, industrialization and high living standards have increased the electricity demand more than ever before. Efficient energy planning and management is always considered as the greatest challenge in all over the world. Among the other factors availability of electricity is the main bottleneck to the economic growth and industrial revolution. Considering this fact, it becomes necessary for academicians, government agencies and electricity companies to construct more efficient methodologies and procedures to predict long-term electricity demand. The objective of this article represents the initiative towards understanding and analyzing the importance of demand-side management (DSM) in forecasting electricity demand by using a system dynamics approach. This study examines the long term impact of demand-side management variables including HER (Home energy report), MEPS (Minimum Energy Performance Standards) and NEEAP (National Energy Efficiency Action Plan). The future installation capacity of Malaysia’s power generation is evaluated considering the factors of population, per capita electricity consumption, efficiency, capacity margin and DSM. The forecasting horizon of the simulation model is 15 years from 2016 to 2030.Keywords: Energy forecasting, System Dynamics, Energy efficiency, Energy Demand Side ManagementJEL Classifications: O18, Q21DOI: https://doi.org/10.32479/ijeep.9716</p

THE INFLUENCE OF M-COMMERCE SERVICE AND SYSTEM QUALITY DIMENSIONS ON OVERALL PERCEIVED SERVICE QUALITY

Information Technology (IT) has an increasing importance and development in business life. Nowadays, businesses have been seeking to reach their customers through m-services especially m-commerce. The concern is to what extent this m-commerce system can satisfy the consumers’ needs and contributes to the overall online purchasing development. This study aims to examine the effect of m-commerce service quality dimensions (website design, responsiveness, and trust), and system quality dimension (accessibility) on overall perceived service quality in m-commerce by customers. The data were collected from the Arab Open University in Jordan through a selfadministered questionnaire, in order to test the hypotheses of the proposed model. 618 of questionnaires were used for analysis data, out of 870 distributed. The result of this study revealed that there are a significant effect of responsiveness and accessibility on overall perceived service quality. This study has some important implications for business practice and research