E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions

E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions

Nguồn: Procedia - Social and Behavioral Sciences 229 (2016) 427 – 443
Cemal Zehir, Elif Narcıkara, (2016).

Abstract

         With the raise of internet retailing, service quality of e-retailers has been recognized as an important factor in determining success levels of e-commerce ventures. New shopping habits resulted in a growing number of studies about customer satisfaction, trust, acceptance, service quality, customer perceptions and customer loyalty. Our paper examines the above-mentioned topic in Turkish e-business context. We applied our survey to 645 customers using the most popular 10 online retailers in Turkey,  with the aim of understanding relationships between E-Service Quality, Perceived Value, Recovery Service Experiences and Loyalty intentions. We wanted to see the effects of recovery services during nonroutine encounters of customers with the sites as well as e-service quality’s effects on routine encounters. According to the results of our study, we can infer that there is a strong relationship between E-service Quality and Loyalty Intentions and Perceived Value act as a mediator between them.

Keywords: E-Service Quality; E-Recovery Service Quality; Perceived Value; Loyalty Intention.

Link tải file đầy đủ: E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions

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Knowledge model for emergency response based on contingency planning system of China

Knowledge model for emergency response based on contingency planning system of China

Nguồn: International Journal of Information Management 46 (2019) 10–22
Zi-jian Ni, Lili Rong, Ning Wang, Shuo Cao, (2019).

Abstract

         China is severely exposed to natural hazards. Currently, there are more than 5.5 million contingency plans for handling various incidents. Similar to those produced in other countries, the paper-based plans in China are limited in that emergency responders cannot easily extract helpful information for them. In this paper, a knowledge based system will be proposed for providing different stakeholders with helpful information in the emergency response. The conceptual model is the core for the whole system, which can link plans in the physical world and the ontology in the cyber world.

Keywords: Conceptual model, Ontology, Documentary analysis, Top-level ontology, Nary relation

Link tải file đầy đủ: Knowledge model for emergency response based on contingency planning system of China

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Central or peripheral? Cognition elaboration cues’ effect on users’ continuance intention of mobile health applications in the developing markets

Central or peripheral? Cognition elaboration cues’ effect on users’ continuance intention of mobile health applications in the developing markets

Nguồn: International Journal of Medical Informatics 116 (2018) 33–45
Yuan Chen, Lvle Yang, Min Zhang, Jun Yang, (2018).

Abstract

         Purpose: Cognition elaboration cues play critical roles in the innovation diffusion process of Internet innovative products. This paper aims to theorize and examine how central cognition elaboration cue and peripheral cognition elaboration cue impact users’ continuance intention of mobile health applications in the context of the developing markets.
        Design/methodology/approach: Applying the elaboration likelihood model as the basic theoretical framework, this paper proposed the hypotheses and research model to explore the internal formation mechanism of users’ continuance intention of mobile health applications. And the moderating effect of privacy concern was especially studied under the context of the developing market. The empirical investigation (N = 284) collects research data through questionnaire by selecting a certain mobile health application from Chinese markets.
        Findings: The results show that, both perceived usefulness and trust positively affect users’ continuance intention. For central route, doctor’s service quality and doctor’s information quality positively influence perceived usefulness. For peripheral route, app’s reputation and app’s institution assurance significantly promote users’ trust. What’s more, for the moderating effect, privacy concern can enhance the impact of perceived usefulness on continuance intention and strengthen the effect of trust on continuance intention to a great extent.
        Originality/value: This paper is one of the first studies to focus on users’ continuance intention of mobile health apps with the moderating effect of privacy concern in the developing markets. It is valuable to develop the study from the perspective of process-oriented to persuasion to explore users’ behavioral intention.

Keywords: Mobile health application, Continuance intention, Cognition elaboration cues.

Link tải file đầy đủ: Central or peripheral? Cognition elaboration cues’ effect on users’ continuance intention of mobile health applications in the developing markets

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What factors in fluence the mobile health service adoption? A meta-analysis and the moderating role of age

What factors in fluence the mobile health service adoption? A meta-analysis and the moderating role of age

Nguồn: International Journal of Information Management 43 (2018) 342–350
Yang Zhao, QiNi, Ruoxin Zhou, (2018).

Abstract

         As an emerging field in the healthcare industry, mobile health service has been paid more and more attention in recent years. To explore the key determinants of individual attitude and behavioral intention, this study, based on 35 related empirical researches, conducted a meta-analysis to develop a comprehensive framework regarding the adoption of individual mobile health services and analyzed the moderating effect of age. Through descriptive statistics, reliability statistics, and correlation analysis, the results of meta-analysis indicate that perceived usefulness, perceived ease of use, perceived vulnerability and perceived severity all have significant impacts on individual attitude, while perceived usefulness, perceived ease of use, subjective norm, trust, perceived risk and attitude significantly influence behavioral intention. The moderator analysis confirmed that different age groups have specific moderating e ffects on mobile health services adoption, and results suggest that perceived ease of use, perceived vulnerability and perceived severity are more important factors for middle aged and older users to use mobile health services.

Keywords: Mobile health services, Individual adoption behavior, Meta-analysis, Moderating effects

Link tải file đầy đủ: What factors in fluence the mobile health service adoption? A meta-analysis and the moderating role of age

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The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective

The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective

Nguồn: International Journal of Information Management 44 (2019) 178–193
Wei-Tsong Wang, Wei-Ming Ou, Wen-Yin Chen, (2019).

Abstract

         Vendors of mobile communication applications/services (apps) aim at improve their designs to attract and retain users, and thus achieve the critical mass needed to ensure the success of their services. Despite the significant number of prior mobile service studies, few works have examined the effects of inertia and satisfaction on the users’ continuance intention with regard to specific mobile communication apps from a mobile service quality perspective. By integrating the mobile service quality framework, inertia, and user satisfaction, this study develops a model for interpreting the development of the continuance intention of users of mobile communication apps. Data collected from 238 users of such apps provided support for the model. The results indicated that interaction quality, environment quality, inertia, and user satisfaction are key determinants of continuance intention, while outcome quality is not. The theoretical and practical implications of this work are discussed.

Keywords: Mobile communication applications, Mobile service quality, Inertia, User satisfaction, Continuance intention

Link tải file đầy đủ: The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective

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Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation

Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation

Nguồn: International Journal of Information Management 44 (2019) 65–75
Sujeet Kumar Sharma, Manisha Sharma, (2019).

Abstract

         Mobile banking (m-banking) has emerged dynamically over the years due to consumers' increased use of mobile technologies, their ever-growing lifestyle choices and also the several different economic factors. This paper proposes a new research model by extending the DeLone & McLean information systems (D&M IS) success model to understand users’ actual usage of m-banking. The research model was tested and validated using data collected by survey from 227 Omani residents. This study employed a two-staged analytical approach by combining structural equation modeling and neural network analysis. The results divulge that satisfaction and intention to
use stand as two important precedents of actual usage, and the satisfaction also mediates the relationship between service quality, information quality and trust with intention to use m-banking and negates with that of system quality. We have provided the theoretical as well as practical implications of the findings.

Keywords: Mobile banking, M-banking, D&M IS model, Trust, Actual usage

Link tải file đầy đủ: Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation

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Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service

Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service

Nguồn: International Journal of Information Management 46 (2019) 187–197
Ki-Hun Kim, Kwang-Jae Kim, Dae-Ho Lee, Min-Geun Kim, (2019).

Abstract

         Mobile health (mHealth) services support the continuous health-related monitoring, feedback, and behavior modification of individuals and populations through the use of personal mobile communication devices. Poor service quality is a major reason why many users have discontinued using mHealth services. However, only a few studies have identified the critical quality components for continuance intention. The current study aims to identify the crucial quality dimensions for users’ continuance intention in an mHealth service called Onecare. This service provides various forms of support for the day-to-day health behavior monitoring of college students by utilizing daily behavior data. In this research, five major quality dimensions of mHealth services, namely, content quality, engagement, reliability, usability, and privacy, were derived from existing studies. The effect of each quality dimension on continuance intention was estimated by analyzing the survey responses of 191 Onecare service users. The quality dimension with the most considerable effect on continuance intention was determined to be engagement followed by content quality and reliability. By contrast, the effects of usability and privacy on continuance intention were insignificant. Furthermore, this study found that the optimal quality management strategy can change depending on the objective, i.e., to increase continuance intention or satisfaction. These results will help mHealth service managers allocate their limited resources to effectively and efficiently improve continuance intention. Future research is required to verify if the findings of this study are generalizable to any population because the sample used in this work was specific to Korean college students.

Keywords: Mobile health service, mHealth, Continuance intention, Quality dimensions, Service quality.

Link tải file đầy đủ: Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service

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