지각된 유용성(Perceived Usefulness)의 영향분석

Determining factors in the adoption and recommendation of mobile wallet services in India: Analysis of the effect of innovativeness, stress to use and social influence

The expectation-confirmation model (ECM) of IT continuance is a model for investigating continued information technology (IT) usage behavior. This paper reports on a study that attempts to expand the set of post-adoption beliefs in the ECM, in order to extend the application of the ECM beyond an instrumental focus. The expanded ECM, incorporating the post-adoption beliefs of perceived usefulness, perceived enjoyment and perceived ease of use, was empirically validated with data collected from an on-line survey of 811 existing users of mobile Internet services. The data analysis showed that the expanded ECM has good explanatory power (R 2 = 57.6% of continued IT usage intention and R 2 = 67.8% of satisfaction), with all paths supported. Hence, the expanded ECM can provide supplementary information that is relevant for understanding continued IT usage. The significant effects of post-adoption perceived ease of use and perceived enjoyment signify that the nature of the IT can be an important boundary condition in understanding the continued IT usage behavior. At a practical level, the expanded ECM presents IT product/service providers with deeper insights into how to address IT users' satisfaction and continued patronage.

The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance

Purpose




The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences across China and Taiwan, to fill in a gap in the literature focused on post-purchase logistic activities related to shipping, return, and tracking, to provide managerial guidance in logistics for e-commerce, and to develop insights on logistic services for future research.




Design/methodology/approach




Using a validated survey instrument, 384 respondents in China and 145 respondents in Taiwan are collected. The research model is analyzed using component-based estimation approach to structural equation modeling.




Findings




The structural equation analysis of the study found that post-purchase shipping and tracking have an impact on customer satisfaction in both China and Taiwan. It also found that customer service is the most significant factor among the examined antecedents for online shoppers in China. While, return service is more important for shoppers in Taiwan. Finally, customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared to their counterparts in China.




Research limitations/implications




This research extended the current literature about post-purchase logistic services in an online shopping environment with a literature-based research model and good empirical data support. However, one limitation of the study is that the data collected represents a cross-sectional sample; future research should examine longitudinal sample to study customers’ purchase intentions over time.




Practical implications




This study can help both scholars and practitioners understand the importance of tracking, return, shipping, and customer service in an online shopping environment and across countries. It provides insights on designing e-commerce relevant shipping services to satisfy and attract customers across countries.




Originality/value




The study investigated how post-purchase activities contributed to customer satisfaction in online shopping and explored the influence of customer satisfaction on future purchase intention in China and Taiwan. This is one of the first studies available in the literature to provide empirical support and managerial insights about post-purchase activities related to shipping, tracking, and returns for e-commerce with cross-regional comparison.

Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison

The COVID-19 pandemic has become a critical challenge for the higher education sector. Exploring the capacity of this sector to adapt in the state of uncertainty has become more significant than ever. In this paper, we critically reflect on our experience of teaching urban design research methods online during the early COVID-19 lockdown in the UK. This is an exploratory case study with a qualitative approach with an aim to inform resilient practices of teaching in the face of public health emergencies. Drawing on the experience of teaching the Research Methods and Techniques subject during lockdown, we discuss the rapid transition from face-to-face to online teaching and point to the challenges and opportunities in relation to the learning and teaching activities, assessment and feedback, and digital platforms. This paper concludes by outlining some key considerations to inform the development of more adaptive and resilient approaches to online teaching in the context of unprecedented global health crises such as the COVID-19 pandemic. We argue that it is critical to move beyond fixed pedagogical frameworks to harness the productive capacities of adaptive teaching.

/pdf/online-education-and-the-covid-19-outbreak-a-case-study-of-3u20s7m3eh.pdf

Online Education and the COVID-19 Outbreak: A Case Study of Online Teaching During Lockdown

The purpose of this research is to develop a research model to understand the important dimensions of website service quality and its influence on repurchase intention. The study also analyzes the mediating effect of customer satisfaction on repurchase intention. The results of empirical analysis confirmed that website quality can be conceptualized as a composite of navigation, ease of understanding, information usefulness, website design, ease of use, security and privacy, ease of ordering, and customization. Second, website quality positively affects repurchase intention and customer satisfaction. Third, website service quality can affect repurchase intention by enhancing mediators like customer satisfaction, as it has full mediating effect on repurchase intention. This study has developed the instrument dimensions of website service quality in online shopping context. The study has also refined the scale of repurchase intention by including "cash-on-delivery" COD mode of payment as a new dimension to inculcate confidence for online shopping in emerging economies.

The online appendix is available at http://dx.doi.org/10.1287/serv.2016.0159 .

/pdf/customer-satisfaction-as-mediator-between-website-service-500jp1qoin.pdf

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

The study analyzed website functionality, perceived risk and drivers of online shopping to evaluate their impact on customer satisfaction in India. The study empirically validates ease of ordering, Cash-on-delivery mode of payment, website functionality and different facets of perceived risk with Unified theory of acceptance and use of technology 2 (UTAUT2) (Venkatesh et al. in MIS Q 36(1):157–178, 2012). Findings of the study revealed that perceived risk had a negative relation with customer satisfaction where as the website functionality and drivers were positively associated with customer satisfaction. The research will help online retailers to recognize the important success factors that instill confidence among the consumers in developing economies. The study will also help online retailers to focus in the right direction to eliminate threats and convert non shoppers to online shoppers. The study throws light on a new aspect to research by validating the role of cash-on-delivery (COD) mode of payment as a construct and ease of ordering as new dimension to UTAUT2.

The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case

The research develops a theoretical model that highlights the determinants of adoption of online teaching at the time of the outbreak of COVID 19. Empirical data was gathered from 643 school teachers by means of an online survey. The proposed conceptual framework was investigated empirically by means of confirmatory factor analysis (CFA) and structural equation modelling (SEM). The findings of the study revealed performance expectancy, and facilitating conditions had a positive impact on behavioural intention as well as attitude. However, effort expectancy failed to drive teachers' adoption to online teaching. On the other hand, social influence had insignificant relationship with attitude but significant relationship with behavioural intention. Attitude had a significant impact on behavioural intention as well as actual use. This study contributes to the literature by presenting and validating a theory-driven framework that accentuates the factors influencing online teaching during outbreak of a pandemic.

https://onlinelibrary.wiley.com/doi/pdf/10.1002/pa.2503

Factors influencing adoption of online teaching by school teachers: A study during COVID-19 pandemic.

Purpose




This study aims to identify and analyse the key determinants influencing customer satisfaction towards online shopping in India.




Design/methodology/approach




The literature concerning major attributes of website functionality, perceived usability, perceived usefulness and customer satisfaction in online retailing were reviewed. Data were collected from 365 respondents active in online shopping for examining the constructs. The model was empirically tested using structural equation modelling.




Findings




The findings of the study reveal that perceived usefulness and website functionality have a positive impact on customer satisfaction, whereas perceived usability had a significant but negative impact on customer satisfaction.




Practical implications




This research will help online retailers to attract and motivate new customers for online shopping and existing customers to extend it in their daily purchase. Online retailers can improve post purchase satisfaction and eventually increase online customers.




Originality/value




This is one of the preliminary study dealing with customer satisfaction towards online retailing in India. The scale has been extended to include items like satisfaction with cash on delivery mode of payment not included in previous scales. The scale of perceived usefulness has also been deepened by adding time performance, product performance and promotional performance.

Analyzing customer satisfaction: users perspective towards online shopping

The purpose of this research is to analyze perceived risk and drivers of online shopping influencing behavioral intention in India. The study empirically validates website design, cash-on-delivery COD mode of payment, and different facets of perceived risk with the unified theory of acceptance and use of technology2 UTAUT2 of Venkatesh et al. [Venkatesh V, Thong JYL, Xu X 2012 Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quart. 361:157-178]. Findings of the study revealed that perceived risk had a negative relation with behavioral intention, whereas the drivers were positively associated with behavioral intention. Besides analyzing cash-on-delivery mode of payment as a construct, it also includes website design to enhance application of UTUAT2 in Indian and other similar developing countries' context. The study will help online retailers to focus in the right direction by eliminating threats and convert nonshoppers to online shoppers.

Urvashi Tandon

Papers

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case

Factors influencing adoption of online teaching by school teachers: A study during COVID-19 pandemic.

Analyzing customer satisfaction: users perspective towards online shopping

Understanding Online Shopping Adoption in India: Unified Theory of Acceptance and Use of Technology 2 UTAUT2 With Perceived Risk Application