Creating Value For Online Shoppers: Implications For Satisfaction and Loyalty

Shared services have gained significance as an organizational arrangement, in particular for support functions, to reduce costs, increase quality and create new capabilities. The Information Systems (IS) function is amenable to sharing arrangements and information systems can enable sharing in other functional areas. However, despite being a promising area for IS research, literature on shared services in the IS discipline is scarce and scattered. There is still little consensus on what shared services is. Moreover, a thorough understanding of why shared services are adopted, who are involved, and how things are shared is lacking. In this article, we set out to progress IS research on shared services by establishing a common ground for future research and proposing a research agenda to shape the field based on an analysis of the IS literature. We present a holistic and inclusive definition, discuss the primacy of economic-strategic objectives so far, and introduce conceptual frameworks for stakeholders and the notion of sharing. We also provide an overview of the theories and research methods applied. We propose a research agenda that addresses fundamental issues related to objectives, stakeholders, and the notion of sharing to lay the foundation for taking IS research on shared services forward.

Exploring shared services from an IS perspective : a literature review and research agenda

A synthesis of constructs for modelling consumers’ perception of value from mobile-commerce (M-VAL)

This study investigated the impact of digital marketing on the online purchase intention of e-commerce consumers in Malaysia. In addition, the mediating effect of customer relationship management (CRM) between digital marketing and online purchase intention was also accessed because previous researchers have not detailed the mediating effect. A quantitative research method was applied to collect empirical data from 202 online shoppers selected by snowball sampling technique. Data were collected through a self-administered questionnaire in the greater Klang Valley region of Malaysia. Normality and reliability of the instrument were assessed using IBM SPSS 22, followed by confirmatory factor analysis and structural equation modelling using IBM SPSS AMOS 24. The validity of the measurement model and mediation analysis were carried out as per the research objectives. The results suggested that digital marketing had a positive significant impact on online purchase intention. However, the mediating effect of CRM was found to be insignificant. The study contributed to the literature by providing a structural model of digital marketing and purchase intention to measure the impact of digital marketing on online purchase intention in the context of Malaysian e-commerce. The paper then discussed the implications, limitations, and future research opportunities.

Impact of Digital Marketing on Online Purchase Intention: Mediation Effect of Customer Relationship Management

Modern technology is turning into an essential element in the financial trade. We focus the emphasis of this review on the research on the E-wallet and online payment, which is an element of an electric payment system, to get the pattern of using this service. This research presents a review of 131 research articles published on electronic payment between 2010 and 2020 that uses a qualitative method of answering the research questions (RQ): RQ1: “What are the major security issues regarding using electronic payments”? and RQ2: “What security properties need to comply for secure electronic payments?” With the systematic literature review approach, the results show that interest in E-wallet and online payment has grown significantly during this period, and it was found that for the increasing uses of electronic payments, researchers are more focused on security issues. The results show that, to conquer the key gaps, electronic payment must have some protection properties, namely, availability, authorization, integrity, non-repudiation, authentication, and confidentiality. Nowadays, security problems in electronic payment are usually more demanding than the present security problems on the web. These findings can enable electric transaction providers to strengthen their security methods by boosting their security gaps, as required for relevant services.

https://www.mdpi.com/2073-8994/12/8/1344/pdf

A Review on Electronic Payments Security

As a result of digital technology revolution and massive growth of smart phone usage, over 66% of world’s population (4.92 billion) is using mobile phones and over half of them are using social media. Mobile social networking (MSN) becomes one of the key communication tool, new trend, necessity and lifestyle. With information transparency, consumer value changes quickly, whilst rapid adaptation of similar offerings in the market place, it is essential for suppliers to keep pace with consumer value changes those directly affect the consumer satisfaction and loyalty. The research applies academic models and frameworks to the real life situation to develop a value proposition in the practical world by considering WeChat (1 billion active users) as the company under study and comparing it with WhatsApp (1.5 billion active users) as the leading competitor in the market. The objectives include identification of customers’ perception of a value for mobile social networking (MSN) services, followed by critical evaluation of existing value proposition of WeChat with Whatsapp to identify gap and finally to propose a new value proposition for WeChat. This paper first identifies customer perceived value (CPV) of mobile social networking (MSN) apps using Overby and Lee (2004) model followed by critical review of existing value proposition of WeChat and then comparing and contrasting with the leading player WhatsApp. Frameworks developed by Piercy (2009), Anderson J. et al. (2006) are employed for the same. Finally, the case develops new value proposition for WeChat by using Osterwalder et al 2014 and other frameworks. By the end of this research, a new consumer value proposition (CVP) proposal for WeChat is proposed for consideration in matching with the globally evaluated consumers’ value criteria.

What WeChat can Learn from WhatsApp? Customer Value Proposition Development for Mobile Social Networking (MSN) Apps: A Case Study Approach

E-Commerce tools have become a human need everywhere and important not only to customers but to industry players. The intention to use E-Commerce tools among practitioners, especially in the Malaysian retail sector is not comprehensive as there are still many businesses choosing to use expensive traditional marketing. The research applies academic models and frameworks to the real life situation to develop a value proposition in the practical world by considering 11Street as the company under study and comparing it with Lazada as a leading competitor in the market. The objectives include identification of customers’ perception of a value for E-Commerce Businesses, followed by critical evaluation of existing value proposition of 11Street with Lazada to identify gap and finally to propose a new value proposition for 11street. This paper first identifies customer perceived value of E-Commerce followed by critical review of existing value proposition of 11Street and then comparing and contrasting with the leading player Lazada. By the end of this research, a new consumer value proposition proposal for 11Street proposed for consideration in matching with the Malaysian consumers’ value criteria.

Customer Value Proposition for E-Commerce: A Case Study Approach

E-Commerce tools have become a human needs everywhere and important not only to customers but to industry players. The intention to use E-Commerce tools among practitioners, especially in the Malaysian retail sector is not comprehensive as there are still many businesses choosing to use expensive traditional marketing. The research applies academic models and frameworks to the real life situation to develop a value proposition in the practical world by considering 11Street as the company under study and comparing it with Lazada as a leading competitor in the market. The objectives include identification of customers’ perception of a value for E-Commerce Businesses, followed by critical evaluation of existing value proposition of 11Street with Lazada to identify gap and finally to propose a new value proposition for 11street. This paper first identifies customer perceived value of E-Commerce followed by critical review of existing value proposition of 11Street and then comparing and contrasting with the leading player Lazada. By the end of this research, a new consumer value proposition proposal for 11Street proposed for consideration in matching with the Malaysian consumers’ value criteria.

/pdf/customer-value-proposition-for-e-commerce-a-case-study-54u741g0uo.pdf

The Electronic Customer Relationship Management (E-CRM) is a moderately new field of researches. There are some issues facing telecommunication companies about the use of E-CRM systems. In this study, the researchers suggest a model of a relationship in that a quantitative research\n design selected to validate the proposed factors and to build relationships between them. The main factors that may influence the employee satisfaction stated as three classifications: technology (service quality, system quality, and information quality), organization (top management support,\n training, and individual (skills, experience, efficacy, accessibility) and supposed effectiveness. To ensure that a design questionnaire, which is reliable and acceptable, two steps of verification have followed. First, a validation phase in which, the questionnaire checked by a panel of professionals\n in the field of the information system. The feedback received followed up before proceeding to the next phase. Second, the pilot study proceeding to investigate the consistency of the instrument analyzed through Cronbach’s Alpha coefficient reliability screening in SPSS 21 software package.\n Moreover, the results found that all the items were reliable and the Cronbach’s Alpha coefficient above 0.7.

Investigating the Electronic Customer Relationship Management Success Key Factors in the Telecommunication Companies: A Pilot Study

This research will provide an overview of the predominant cybersecurity issues in ASEAN countries, current measures adopted by ASEAN countries in tackling cyber security issues and identify challenges that are being faced by ASEAN countries. However, in recent years, cybersecurity has become a critical problem globally, which led ASEAN to step up and take action to address the cybersecurity problem with a sense of urgency. Despite awareness of the importance of a resilient cybersecurity procedure across the region, previous research discovered that measures of protection and other efforts to counter cyber-related incidents amount to a regional and national level. The main objective of this research is to study and analyse previous research that has been conducted by ASEAN members. This research presents an exhaustive review of previous study on cybersecurity issues by using a numerical method. Although the ASEAN region has substantial economic growth, there is limited research on cybersecurity in certain countries of ASEAN. Presently, the fourth industrial revolution (IR 4.0) has advanced technological transformation worldwide. This research aims to support one of the nine pillars of industry 4.0 on the list, namely, cybersecurity. As ASEAN grows in the field of digital connectivity, however, victims of cyber-attacks are bound to rise across the globe. This study has found that generally, studies on cybersecurity focuses on several themes, such as defense against innovative cyber-attacks (DCA), strategies against cybersecurity threats (SCS), government policies and protection against privacy (GPP), protection of computer infrastructures in the government (PCG), and legal and ethical issues on cyberspace (LEC). On top of that, this research highlights the major cyber-attacks faced by certain ASEAN countries as a guide to improve the existing systems. Finally, the results presented can facilitate improvements to be made in cybersecurity implementation in ASEAN countries for future research.

/pdf/cnds-cybersecurity-issues-and-challenges-in-asean-countries-e2b04ztig9.pdf

Muhamad Yusnorizam Ma’arif

Papers

What WeChat can Learn from WhatsApp? Customer Value Proposition Development for Mobile Social Networking (MSN) Apps: A Case Study Approach

Customer Value Proposition for E-Commerce: A Case Study Approach

Customer Value Proposition for E-Commerce: A Case Study Approach

Investigating the Electronic Customer Relationship Management Success Key Factors in the Telecommunication Companies: A Pilot Study

Cnds-cybersecurity: Issues and challenges in asean countries