• Asia pacific journal of information systems
• /
• v.34 no.1
• /
• pp.1-25
• /
• 2024

Consumer demand for e-commerce services has skyrocketed due to the introduction of social distancing standards and lockdown measures that countries have taken to combat the pandemic. There has been a notable surge in the popularity of on-demand delivery services, with a significant influx of new users turning to the e-platform for assistance. This research paper tries to identify the enablers of E-commerce Utility and Service Quality and establish a connection using total interpretive structural modelling (TISM). Enablers are the building blocks for providing customers with an enhanced and more consistent service experience contributing to service quality. The enablers and the linkages thus established hold valuable insights for e-commerce marketers, aiding them in effectively reaching their customers, and achieving desired growth outcomes. The TISM- based model and the MICMAC analysis identified two barriers; website design and personalization as the decisive attributes of e-commerce service quality, possessing strong driving power and weak dependence. Furthermore, the factors of reliability, responsiveness, information, and ease of use form the linkage zone, indicating that any action taken on these factors would not only influence other factors but also have a reciprocal effect on them.

• The Journal of the Convergence on Culture Technology
• /
• v.7 no.1
• /
• pp.383-396
• /
• 2021

This study attempts to verify the effect of e-CRM on reuse intetnion of e-learning and to determine whether the presense mediates the relationship between e-CRM and reuse intetnion of e-learning through empirical analysis. The results of the study are as follows. First, The effect of e-CRM(e-marketing, e-service, e-communication) on the intention of reuse for e-learning services was significant. Second, it was found that the effect of e-CRM(e-marketing, e-service) on reuse intention of e-learning was significantly mediated by the teaching presence. Third, it was found that the effect of e-CRM(e-marketing, e-service, e-communication) on reuse intention of e-learning was significantly mediated by the cognitive presence. Finally, it was found that the effect of e-CRM(e-marketing) on reuse intention of e-learning was significantly mediated by the social presence.

• Journal of Service Research and Studies
• /
• v.13 no.3
• /
• pp.39-56
• /
• 2023

Due to restrictions on offline activities caused by COVID-19, the use of mobile applications is increasing along with interest in online shopping, which are non-face-to-face commerce. Accordingly, mobile applications and various industries are combined, and the number of cases of using mobile applications in the fashion industry is increasing. In this study, the effect of e-service quality of fashion mobile applications on user's flow, user satisfaction, and service loyalty was examined. To conduct this study, a survey of 274 people who experienced the 'ABLY' fashion mobile application was used for analysis to verify the hypothesis. As a result of the analysis, it was found that informativity and responsiveness among the e-service quality of fashion mobile applications had a positive (+) effect on flow. And it has been confirmed that informativity, reliability, and responsiveness affect user satisfaction. In addition, flow has a positive (+) (+) effect on user satisfaction, and user satisfaction has a positive (+) effect on service loyalty. However, among the e-service quality of fashion mobile applications, reliability did not have a positive (+) effect on flow. And ease of use did not have a positive (+) effect on both flow and user satisfaction. Finally, it was confirmed that flow did not directly affect service loyalty. Through this study, we intend to contribute to the establishment of marketing strategies for fashion mobile application users, who are increasing with the development of mobile technology, and provide practical implications for the post-COVID-19 era.

• The Journal of Society for e-Business Studies
• /
• v.15 no.4
• /
• pp.265-284
• /
• 2010

B2B e-commerce guarantee service is a guarantee service combining the electronic systems among Korea Credit Guarantee Fund(KCGF), banks and e-marketplaces to process all procedures on internet ranging from application for credit guarantee, issue of written guarantee and contracting for a commerce to payment. B2B e-commerce guarantee service plays as an intermediary role in financial support for small and mediumsized enterprise(SME), which are small size, low credit level, and unfavorable status in many aspects compared to major companies. Despite the B2B e-commerce guarantee service has various advantages conducive to promotion of e-commerce among small and medium businesses as well as development of e-commerce itself, it has yet to be diffused due to lack of acknowledgement, misunderstanding of its functions and vague psychological fear of the on-line settlement. Thus, this study identifies the values and effects of the B2B e-commerce guarantee service using financial data and cases. The process of this study is 4 phase. first phase is analysis of B2B e-commerce guarantee service and e-Marketplace. second phase is analysis of performance from the Perspective of Diverse Participants. third phase is analysis of economic performance and support for SME. last phase is policy suggestions and conclusion.

• Journal of Korea Society of Industrial Information Systems
• /
• v.11 no.5
• /
• pp.245-260
• /
• 2006

The e-learning market in korea has been growing rapidly over the past several years. We selects the variables well matched to service quality of e-learning site on the basis of independent variables of this study, sets the models as adding the factors newly noticed such as convenience of site use in e-learning. We also see the significance of the relationships between service quality of e-learning site, personal performance, customer satisfaction and customer's reuse intention.

• East Asian Journal of Business Economics (EAJBE)
• /
• v.6 no.2
• /
• pp.14-27
• /
• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
• /
• v.51
• /
• pp.441-464
• /
• 2011

It is childhood yet in uTradeHub system practical use. According as company's necessity of cost-saving is increased according to trade terms aggravation such as uncertainty of international money market, commodities prices rise, necessity of e-trade practical use in company is increased. Use is inevitable by state that link with e-Nego and e-B/L service with related presentation e-L/C banks is not made. At the present users are doing specification only service this main point, and practical use activation through public information and marketing about service is needed situation because most of, companies which is not using service, do not know about existence availability of uTradeHub system, usage, availability. This study presented five such as early materialization of user center's link and integration, medium and small enterprises e-trade participation extension, utilization ratio raising through government's public information, e-trade cooperation business activation between the country, electronic documents standardization etc. by prompting competition about practical use of uTradeHub system.

• The Journal of Information Systems
• /
• v.12 no.2
• /
• pp.41-56
• /
• 2003

The objective of this study is to explore the effects of e-teaming users' self-efficacy and perceived service quality for e-teaming staffs such as instructors or teaching assistants on two main perceptions for e-learning systems in a view of information technology - perceived ease of use and perceived usefulness which have been considered as important antecedents for acceptance of information technology so called in Technology Acceptance Model. For this purpose, we suggest a research model and test it empirically by sampling in students of virtual universities. In result, all hypotheses except the relationship between academic self-efficacy and perceived usefulness are accepted. This result implies that self-efficacy for computers and service quality for staffs such as instructors or teaching assistants should be considered as important ones for success of e-learning systems in addition to those related with information technology.

• International Journal of Quality Innovation
• /
• v.4 no.2
• /
• pp.32-49
• /
• 2003

The interest in on-line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e-service quality. In this empirical study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e-services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e-service that enables one to reserve and buy cinema tickets on-line. The main contribution of the study is its provision of evidence on how to interpret and improve customer satisfaction when designing e-services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e-service by taking into account customers' experiences with new technology.

• Journal of Digital Convergence
• /
• v.11 no.6
• /
• pp.113-127
• /
• 2013

The open market are expanding service quality which was used as rating scale in the field of marketing. In accordance with open market, they convert it to e-service quality and use it. Udo et al.[6] suggested web service quality combining e-SEVQUAL[2] and extended Information Success Model[7]. This study suggests four influence factors of e-service quality in the open market; website privacy and security, web site contents, web site convenience, and images of the open market companies. The study conducted survey on 301 college students and life long education center students in Busan. The study found that all four influence factors have positive effects on the web service quality and ultimately web service quality has beneficial effects on the satisfaction in open market users' information system.