• Journal of Arbitration Studies
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• v.14 no.1
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• pp.61-101
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• 2004

Information and communications technologies are affecting an economic and social transformation of all countries. Without exception international commercial dispute resolution systems are faced with change its mechanism to online technology. Dispute parties can seek redress through arbitration other than litigation or mediation. Traditional dispute resolutions do not match the cyber trade environment which is basically pursuit the speed and efficiency in cyberspace. Arbitration other than resolution methods have been considered to be match with the online environment which is including party autonomy, speed and internationally accepted and binding awards. Traditional arbitration, however is lack of time and different physical location relating all parties. So we now think cyberspace as for the resolving place which is online arbitration. Even the parties exist in different space and time they may meet in the same time and space without moving or trips. Nowadays there are many online arbitration service provider serving the resolution of dispute arising with online transaction. In this paper we study the tendency for online arbitration, the recognize uncertain matters and avoiding programs its matters when use the online arbitration between disputing parties under cyber trade environment.

• Asia pacific journal of information systems
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• v.33 no.3
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• pp.677-701
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• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• The Journal of Information Systems
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• v.23 no.1
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• pp.29-52
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• 2014

As the advance of multi-platform and multi-channel online services, brokerages are now offering three representative online trading systems - HTS(Home Trading Systems), WTS(Web Trading Systems), MTS(Mobile Trading Systems). In this study we investigated and compared the impact of different systems on the performance of brokerages. Using the panel data of 29 brokerages of 4 periods, we empirically tested the impact of online trading systems and the commissions of trading services. We found out that there exist some differences between the impacts of online trading systems based on the platforms. HTS was identified as the main platform for online trading services. However the role of MTS was also significantly identified while WTS showed no significant impact on the brokerage performances. Commission also showed significant negative impact in case of HTS and MTS platforms. Finally, offering MTS was identified as the significant dummy variable influencing the performance of brokerages. The results provides some implication for the multi-platform strategy for online services.

• East Asian Journal of Business Economics (EAJBE)
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• v.9 no.4
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• pp.113-129
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• 2021

Purpose -This study was based on the TAM and the trust of Bangladeshi in social impact, privacy and security, compatibility, perceived-ease of use, and perceived-usefulness. The purpose of this study is to investigate how these variables affect the acceptance of online banking. Research design, data, and methodology - Internet survey was conducted for individuals who had experience in using the online banking service, and those who have no experience in online banking were excluded from the analysis. The questionnaire was distributed to Bangladesh respectively, and data were collected. Result - Trust is the variable that has the greatest influence on the adaption of online banking service. Perceived-usefulness was found to have a important effect on individuals' behavioral-intention towards the adopting of online Banking services in Bangladesh. It was also found that compatibility, privacy and security were important predictors. Conclusion - The TAM model, which explains individual behavioral intentions toward adopting online banking services in Bangladesh, is sufficiently applicable. Perceived ease of use found an important predictor of trust. Evidently, the current conclusions provide empirical evidence that customers would be more willing to adopt online banking services if they find it useful and reliable. Another very important constructive correlation between trust and perceived-usefulness, suggesting that consumers who realize that online banking is safe and useful.

• The Journal of Industrial Distribution & Business
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• v.12 no.4
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• pp.7-13
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• 2021

Purpose: This study aims to empirically analyze the effects of user experience on satisfaction and repurchase in the online food market and to present implications. Online food markets have rapidly dominated the grocery market since their appearance, and online food purchases by middle and seniors as well as young people are increasing rapidly. Research design, data, and methodology: The survey was conducted on 268 consumers with experience in using online food markets, and the results of the survey were analyzed using SPSS statistical program to verify reliability and feasibility, and using structural equation modelling (SEM) using AMOS. This study positively analyzed the impact of satisfaction and repurchase intent by setting system quality, product quality, brand characteristics, and economics as user experience factors in online food markets. Results: The results showed that among online food market user experience factors, the quality of the product and brand characteristics have a significant impact on satisfaction. This means that consumers decide to purchase food through online food markets by considering high-quality products and brand value together. Conclusions: This study has broadened the horizon of recent research on online food market which has been rapidly increasing in the market triggered by Covid19, providing significant implications.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.44 no.4
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• pp.85-97
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• 2021

Online consumer activities have increased considerably since the COVID-19 outbreak. For the products and services which have an impact on everyday life, online reviews and recommendations can play a significant role in consumer decision-making processes. Thus, to better serve their customers, online firms are required to build online-centric marketing strategies. Especially, it is essential to define core value of customers based on the online customer reviews and to propose these values to their customers. This study discovers specific perceived values of customers in regard to a certain product and service, using online customer reviews and proposes a customer value proposition methodology which enables online firms to develop more effective marketing strategies. In order to discover customers value, the methodology employs a text-mining technology, which combines a sentiment analysis and topic modeling. By the methodology, customer emotions and value factors can be more clearly defined. It is expected that online firms can better identify value elements of their respective customers, provide appropriate value propositions, and thus gain sustainable competitive advantage.

• Journal of Digital Convergence
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• v.18 no.4
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• pp.45-53
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• 2020

With the advent of the Fourth Industrial Revolution, the central axis of the industry is shifting to SMEs, and online is becoming the center of marketing. In this regard, this study is aimed at the service quality and the characteristics of companies as the factors for the activation of SMEs' online export support projects and their performance creation. The study conducted a survey of companies applied for the government's online export support project. As a result, it was found that the reliability of the service quality and the characteristics of the company (CEO's will, Trade Expert), except for convenience, have a significant effect on the service utilization and performance. Accordingly, in order to revitalize the online export support business of SMEs, it is necessary to improve the human competence of enterprises and the reliability of service quality of supporting institutions. This study is meaningful in that it confirms the importance of the credibility required by the support organization as well as the characteristics for strengthening the capability of the company. However, there are limitations in not reflecting various factors of service quality and company characteristics.

• Journal of Korea Society of Digital Industry and Information Management
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• v.9 no.3
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• pp.211-221
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• 2013

This study investigated the effect of service quality and using experience on a royalty in a electronic commerce. Expecially, used HTS (Home Trading System of securities companies)as a online service system. HTS (Home Trading System) is a electronic commerce system of securities companies that is a most progressive tool of it. Almost securities companies are offering these typical trading system, because it is a required factor for a competitive position in their compound market. This paper made hypotheses of five cases, and collected some data through survey questionnaire for an analysis of actual proof. For attaining the object of this research, used a structure equation modeling, and found that almost paths of the research model are supported among the service quality, using experience, involvement and royalty. This study could provide academic and managerial implications in a electronic commerce business.

• Journal of Digital Convergence
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• v.5 no.1
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• pp.141-157
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• 2007

Due to the development of Internet and networking technologies, it is much more easier to get in touch with public service through the web services such as tax, travel information, getting a job, etc. In order to measure the quality of official government web sites, we are to test the difference between the web quality of the government sites and the offline feature of the same official service by means of customer perspectives. The resulting of this study show that the quality of official web site has been improved so far though such areas as privacy, security needed to be updated. Especially the web interface or contact point of the digital media should be reflected customer's need so that the online materials may be quickly updated according to the request of client's.

• The Journal of Industrial Distribution & Business
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• v.9 no.7
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• pp.61-70
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• 2018

Purpose - The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology - This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results - The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions - First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.