This paper aims to examine the relationship between six factors of consumers’ perceived risk and consumers’ online purchase intentions. In particular, this study will examine the relationship between financial risk, product risk, security risk, time risk, social risk and psychological risk and online purchase intention.,Survey method was used for the purpose of data collection, and quantitative analysis was used to test the hypotheses. A total of 350 respondents participated on an online survey, and data were quantitatively analyzed via IBM SPSS Statistics 24.,The findings from this study suggest consumers’ perceived risks when they intend to purchase online. Five factors of perceived risk have a significant negative influence on consumer online purchase intention, while social risk was found to be insignificant. Among these factors, security risk is the main contributor for consumers to deter from purchasing online.,This study provides useful information to online retailers in electronic commerce (e-commerce) activities. Previous studies show that many online retailers are still facing some risks in online business, and this will affect the transaction and performance of the retailers. It is hoped that the findings can help online retailers to formulate strategies to reduce risks in the online shopping environment, especially security risks for better e-commerce.,The development of online shopping has led to some challenges to consumers, which comprise security of payment, data protection, the validity and enforceability of e-contract, insufficient information disclosure, product quality and enforcement of rights. This issue emerged because many online retailers do not understand the main factors that will contribute to consumers’ perceived risk. Consumers’ perceived risks will influence consumer attitudes toward online shopping and purchase behaviors. Studies on consumers’ perceived risks toward online purchase intentions are still inconclusive. Thus, this paper fills the gap in the research area.

Influence of consumers’ perceived risk on consumers’ online purchase intention

An empirical study on the influence of economy hotel website quality on online booking intentions

With remarkable growth of ICT development and the Internet popularity, the widespread use of the electronic service is becoming inevitable. Furthermore, as the user adoption plays an important role...

Development of an adoption model to assess user acceptance of e-service technology: E-Service Technology Acceptance Model

This paper aims to investigate the relationship between antecedents of trust in online shopping and purchase intention. Specifically, it examines the relationship between perceived service quality,...

https://www.tandfonline.com/doi/pdf/10.1080/23311975.2020.1869363

Effects of perceived service quality, website quality, and reputation on purchase intention: the mediating and moderating roles of trust and perceived risk in online shopping

The rapid growth of technology, including artificial intelligence (AI), in the banking industry has played a disrupting role in traditional banking channels. This study aims to investigate factors that influence the attitudes and perceptions of digital natives pertaining to mobile banking and comfort interacting with AI-enabled mobile banking activities.,Data were collected from 218 digital natives. This paper uses multivariate regression and two separate multiple regression analyses to examine the differential effects of technology-based (i.e. attitudes toward AI, relative advantage, perceived trust and security in specific mobile banking activities) and non-technology based (i.e. need for service, quality of service) factors on mobile banking usage and AI-enabled mobile banking services.,This study identifies determining factors for mobile banking and AI-enabled mobile banking services. Results indicate a divide in how digital natives perceive relative advantage between our two dependent variables. Consistent with previous studies, the relative advantage construct has the most impact on mobile banking usage. However, relative advantage was not significant for AI-enabled mobile banking, suggesting an extra layer of complexity that goes beyond convenient fast banking.,A limitation of this study is that it does not incorporate age groups outside of digital natives. Further research is needed to test for differential effects between age groups. In addition, the discovery of no significant impact of relative advantage on AI mobile banking warrants more research on the similarities and differences between mobile banking and AI-enabled mobile banking.,To better appeal to digital natives, it is suggested that the banking industry emphasize mobile banking’s anywhere/anytime access to financial accounts, as this is important to college-age customers who may not live near their local banking institution. Moreover, the paper suggests that improvement to mobile banking features for one-on-one interpersonal contact with bank employees is needed.,This study addresses the gap in the understanding of how digital natives perceive mobile banking in comparison to AI-enabled mobile banking services.

Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior

The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

The development of e-commerce has increased the popularity of online shopping worldwide. In Malaysia, it was reported that online shopping market size was RM1.8 billion in 2013 and it is estimated to reach RM5 billion by 2015. However, online shopping was rated 11th out of 15 purposes of using internet in 2012. Consumers' perceived risks of online shopping becomes a hot topic to research as it will directly influence users' attitude towards online purchasing, and their attitude will have significant impact to the online purchasing behaviour. The conceptualization of consumers' perceived risk, attitude and online shopping behaviour of this study provides empirical evidence in the study of consumer online behaviour. Four types of risks – product risk, financial, convenience and non-delivery risks – were examined in term of their effect on consumers' online attitude. A web-based survey was employed, and a total of 300 online shoppers of a Malaysia largest online marketplace participated in this study. The findings indicated that product risk, financial and non-delivery risks are hazardous and negatively affect the attitude of online shoppers. Convenience risk was found to have positive effect on consumers' attitude, denoting that online buyers of this site trusted the online seller and they encountered less troublesome with the site. It also implies that consumers did not really concern on non-convenience aspect of online shopping, such as handling of returned products and examine the quality of products featured in the online seller website. The online buyers' attitude was significantly and positively affects their online purchasing behaviour. The findings provide useful model for measuring and managing consumers' perceived risk in internet-based transaction to increase their involvement in online shopping and to reduce their cognitive dissonance in the e-commerce setting.

https://iopscience.iop.org/article/10.1088/1757-899X/58/1/012007/pdf

Consumer perceived risk, attitude and online shopping behaviour; empirical evidence from Malaysia

Risk management is recognized as a prominent aspect of the good corporate governance of a successful institution. The need for effective risk management framework is widely recognized by academic and industry to manage all type of risks encountered by an organization. However, managing risk practices in the not for profit arena, including public higher education institutions, appear to be significantly less developed as compared to that of business world. In Malaysia higher education scenario, some public universities are awarded autonomous status, and therefore, a framework for effective management of risks is needed. Review of literature related to risk management indicated that Enterprise Risk Management (ERM) framework is a best practice and can be applied in higher education setting. However, the risk management framework of ERM need to be costumed to suit the unique mission, risk context and risk profile of higher education. Based on the review of literature and ERM framework of COSO and ISO 31000:2010, risk governance, risk policy, risk context, risk treatment, communication and consultation, risk identification, risk analysis, risk evaluation, and monitoring and review of risk management process, tools and technology, and continuous improvement of the risk management practices, is proposed for the public universities. Organizations that have implemented systematic risk management practices are enjoying high level of organizational performance. However, specific measure of performance is needed to link the risk management practices and the impact on the organizational performance. A review on organizational performance measures related to risk suggesting that the financial and non-financial performance would serve as construct of organizational performance for these universities. Hence, this study proposes a framework for risk management practices and organizational performance for managing risk in the higher education setting, particularly for Malaysia’s public universities with autonomous status.

http://sibresearch.org/uploads/2/7/9/9/2799227/riber_b14-179_422-432.pdf

A framework for risk management practices and organizational performance in higher education

The purpose of this research was to examine the relationship between customers’ perceived values, satisfaction and loyalty amongst users of mobile phones. The measurement of customers’ perceived economic, emotional and social values and the eight items of customer loyalty were based on the work of Lim, Widdows and Park. Customer satisfaction was measured using three modified items based on the Lee’s study. A total of 270 sets of questionnaires were distributed randomly to users of a mobile phone service provider in Johor Bahru, Malaysia. The findings revealed that customers’ perceived high emotional value towards the mobile phone. Economic and social values were in the moderate level. The high and moderate positive correlations were found between customers’ perceived emotional value and economic value with customer satisfaction. Customers’ perceived emotional value of the mobile phone had the strongest impact on customer satisfaction. A high correlation existed between customer satisfaction of the mobile phone and their loyalty towards the mobile phone service provider. This research had validated the construct of economic, emotional and social values to measure customers’ perceived values of mobile phone services. The findings provide usable model for mobile phone service providers to enhance customers’ perceived values of their services that contribute to high customer satisfaction and loyalty.

/pdf/relationship-between-customers-perceived-values-satisfaction-45nhyzqqmc.pdf

Relationship Between Customers' Perceived Values, Satisfaction and Loyalty of Mobile Phone Users

This research was conducted to (i) identify brand personality dimensions of a laptop computer amongst computer science students; (ii) examine significant differences in the brand personality dimensions of the laptop according to the students’ background of gender, brand owned, year of study and programs; and (iii) examine the relationship between perceived brand personality of the laptop and its quality rating. The measurement of brand personality was based on the Aaker’s Brand Personality Scale. A total of 268 questionnaires were gathered from computer science students in a Malaysian public university using Stratified Random Sampling method. Confirmatory factor analysis was employed to validate the measurement. The findings revealed that sincerity was ‘the human characteristic’ that users of the laptop associated themselves with the brand. Ruggedness was a brand personality that non-users associated themselves with the laptop. Significant means differences were observed in the brand personality dimensions of the laptop according to the students’ gender, present year of study and academic program. For users of the laptop, sincerity and modern of the brand personality dimensions were positively correlated with the brand quality rating. For non-users, a positive correlation existed between ruggedness, diligent and modern of the brand personality with the brand quality rating. Several implications were drawn based on the results of the research to enhance branding strategies of the laptop and for future researches.

/pdf/determination-of-brand-personality-dimensions-for-a-laptop-3o7gjr95uh.pdf

Khalid Ismail

Papers

The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

Consumer perceived risk, attitude and online shopping behaviour; empirical evidence from Malaysia

A framework for risk management practices and organizational performance in higher education

Relationship Between Customers' Perceived Values, Satisfaction and Loyalty of Mobile Phone Users

Determination of brand personality dimensions for a laptop computer using AAKER’s brand personality scale