EXPLORING THE RELATIONSHIPS BETWEEN ESERVICE QUALITY, SATISFACTION, ATTITUDES AND BEHAVIORS IN E-STORE WEBSITE

EXPLORING THE RELATIONSHIPS BETWEEN ESERVICE QUALITY, SATISFACTION, ATTITUDES AND BEHAVIORS IN E-STORE WEBSITE - E-service Quality, Satisfaction, Attitude towards the website, Behavioral Intentio

Faktor - Faktor Kualitas Eservice Yang Berpengaruh Terhadap Perceived Value Pada Website Ecommerce Lazada.co.id (Studi Pada Warga Lingkungan Rw. 3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang)

This study aims to determine whether there is a relationship eService quality dimensions which include reliability, website design, security, and customer service to the perceived value on eCommerce website lazada.co.id either jointly or individually. This type of research is explanatory research or research with a quantitative approach explanations. Location of research conducted in the RW. 3 Dinoyo Lowokwaru District Malang using lazada.co.id eCommerce website as an object of research. Collecting data using questionnaires given to 62 respondents from users lazada.co.id eCommerce website in the RW. 3 Dinoyo Lowokwaru District Malang. Data analysts technique used is multiple linear regression. The results of the study explained that the eService quality dimensions which include reliability, website design, security, and customer service have positive and significant effect together against perceived value. The results also showed a positive and significant effect independently of reliability, website design, security, and customer service variable against perceived value. Website design variable is the dominant variable affecting the perceived value

Problems of and perspectives to electronic B2B trade on the basis of Bulgaria

Development of information and communication technologies led to coming of the virtual market, which creates the foundations of expanding the opportunities for profit and growth and outlines new business horizons, gradually deleting geographical boundaries. The report analyses incoming qualitative changes in the field of marketing and electronic B2B trade, caused by the wide entering of modern information and communication technologies in economy, and presents the problems of and perspectives to electronic B2B trade in Bulgaria

Where to go in the near future: diverging perspectives on online public service delivery

Although the electronic government is under heavy development, a clear vision doesn’t seem to exist. In this study 20 interviews among leaders in the field of e-government in the Netherlands resulted in different perspectives on the future of electronic public service delivery. The interviews revealed different objectives and interpretations of the presuppositions regarding citizens’ desires. Opinions about channel approaches and ‘trigger services’ appeared to vary. Furthermore, the respondents didn’t agree on the number of contact moments between citizen and government, had different opinions about digital skills, pled for various designs of the electronic government and placed the responsibility for electronic service delivery in different hands. Conclusion is that there is a lack of concepts on how to do things. Everybody talks about eGovernment, but all have different interpretations. \u

Pengaruh Efficiency, Fulfillment, System Availability, Dan Privacy Terhadap Esatisfaction (Survei Pada Nasabah PT. Danareksa Sekuritas Cabang Universitas Islam Negeri Maulana Malik Ibrahim Malang)

Shifting the paradigm from traditional business-oriented products into customer-oriented lead Service Quality (quality of service) become an absolute necessity for a company to realize customer satisfaction. The rapid development of information technology led to the company switched to eService to utilize the website to manage the service to the customer. So as to achieve maximum results in managing relationships with customers, the company must be able to capture the needs of customers in online transactions via the web and receive evaluations from customers to improve service quality. This study aims to analyze the effect of jointly or individually between the variable efficiency, fulfillment, system availability, and privacy of the eSatisfaction. Documentation and data collection using a questionnaire distributed to 78 customers, PT. Danareksa Securities Branch UIN Maliki active online trading using D'ONE application independently (without the help of a broker). Multiple linear regression analysis used in this study. Results from this study indicate that the variable Efficiency, Fulfillment, System availability, and Privacy jointly and individually have a significant influence on eSatisfaction

Toimija-asiakkaiden kokemuksia Metsään.fi-palvelun käytöstä

Metsään.fi-palvelu on Suomen metsäkeskuksen tarjoama palvelu metsän-omistajille ja metsäalan toimijoille. Se on ollut toimijoiden käytettävissä vuodesta 2013, ja samana vuonna se voitti Vuoden laatuinnovaatio-palkinnon. Palvelun avulla toimijat pystyvät tarjoamaan palveluitaan suoraan metsänomistajien tarpeen mukaan avoimen metsävaratiedon perusteella. Tutkimuksen tavoitteena oli selvittää asiakasrajapinnassa työskentelevien metsäalan toimijoiden mielipiteitä palvelun käytöstä. Tutkimuksessa kysyttiin toimijoiden käyttökokemuksia Metsään.fi-palvelusta ja heidän mielestään tärkeimmistä kehityskohteista. Kerätyn tiedon perusteella on tarkoitus kehittää Metsään.fi-palvelua paremmin toimijaa palvelevaksi työkaluksi. Tutkimus suoritettiin kvalitatiivisena tutkimuksena. Teemahaastattelun menetelmien mukaiset haastattelut tehtiin keväällä 2015. Haastattelukertoja oli seitsemän ja niihin osallistui 15 toimihenkilöä. Haastateltavien valinnan suoritti Suomen metsäkeskus omista asiakasrekistereistään, Metsään.fi-palvelun käytön aktiivisuuteen ja yrityksen sijaintiin perustuen. Kaikissa haastatteluissa yhteiseksi teemaksi nousi koulutuksen tarve. Metsänomistajien varovainen ja virheellinen palvelun käyttö ei aktivoi toimijoita, pikemminkin häiritsee työntekoa. Toisaalta toimijat eivät osaa käyttää kaikkia palveluun tehtyjä työkaluja. Varsinaisia kehitysideoita ei esitetty, vain kehotuksia palvelun sujuvan toiminnan parantamiseen. Hyvällä koulutussuunnitelmalla saadaan varmasti lisää ja aktiivisempia käyttäjiä Metsään.fi-palveluun.Metsään.fi-eService is The Finnish Forest Centre’s service for forest owners and forestry operators. It has been available for operators since 2013 and in the same year it won the quality innovation prize. The service allows operators to offer their services directly for forest owners’ needs based on open forest resources data. The objective of this thesis was to clarify the opinions about the service use of the forestry operators who work with the customers. Operators were asked to tell about their user experiences and their opinion about which were the most important development areas. The information collected will be used for the development of Metsään.fi-eService to be a better tool for operators. The study was carried out as a qualitative research. Interviews using theme interview methods were carried out in the spring of 2015. There were seven interviews involving the total of 15 operators. Selections of the interviewees were made by The Finnish Forest Centre from its own customer register. Selections were made based on business location and activity in the use of Metsään.fi-eService usage. In all the interviews a common theme was the need for education. A care-ful and improper use of the service by forest owners did not activate operators, on the contrary it interfered their work. On the other hand, operators did not know how to use all the tools of the service. Bigger development ideas did not occur, only a request to improve the smooth operation of the service. With a good education planning there will be more and active users for Metsään.fi-eService