Showing papers by "Victor R. Prybutok published in 2005"

A consumer perspective of E-service quality

Abstract: E-service is an emerging and rapidly evolving area as demonstrated by new technological innovations introduced to improve e-service. Motivated by the growing interest in online commerce, we focus our research questions on examining the factors that contribute to e-service, the relationships among these factors and the consumers' attitude toward e-service. To explore answers to our research questions, we developed an e-service model. Specifically, our proposed model consists of such constructs as individual differences, e-service convenience, Web site service quality, risk, e-satisfaction, and intention. We develop an e-service quality survey instrument and use empirical data to validate the instrument. The results of our empirical study validate our eight hypotheses. We confirm seven of the eight hypotheses. One hypothesis that tested individual differences and service convenience was not confirmed. However, we found that service convenience, Web site service quality, and risk are significant factors affecting consumers' satisfaction level, which in turn affects intention. The findings suggest that managers need to understand e-convenience from the consumers' perspective. In order to provide better services for users, companies need to invest in Web site service quality design and evaluation, and at the same time, control the perceived risk associated with using it.

A service quality and success model for the information service industry

Abstract: This study proposes and tests a model of library success that shows how information service quality relates to other variables associated with success. If service quality affects success, then it should be possible to compare service quality to other variables believed to affect success. A modified version of the SERVQUAL instrument was evaluated to determine how effectively it measures service quality within the information service industry. Instruments designed to measure information center success and information system success were evaluated to determine how effectively they measure success in the library system application and how they relate to SERVQUAL. Responses from 385 end users at two US Army Corps of Engineers libraries were obtained through a mail survey. Results indicate that service quality is best measured with a performance-based version of SERVQUAL, and that measuring importance may be as critical as measuring expectations for management purposes. Results also indicate that service quality is an important factor in success. The findings have implications for the development of new instruments to more effectively measure information service quality and information service success as well as for the development of new models that better show the relationship between information service quality and information service success.

How the mobile communication markets differ in China, the U.S., and Europe

Abstract: Despite the 2001 downturn in the global telecommunications market, the mobile penetration rate in China is increasing due to the elimination or reduction of mobile connection fees. The mobile market worldwide is dynamic in terms of technology development, and competition is aggressive. The potential size and growth rate of the Chinese, U.S., and European mobile markets warrant examination of the state of their wireless development. Here, we explore that growth by examining the differences among the three regions, especially those in mobile consumer demographics, Short Message Service (SMS) usage, and 3G technology.

Process investment and loss functions: Models and analysis

Abstract: Numerous authors explore the relationship between investment in a production process to reduce it's variance and improve quality levels. Recent studies also looked at reduction of process variance from a non-traditional Taguchi quality cost perspective. In this paper we propose and compare an alternative to Taguchi variance reduction models. We study the application of a modified form of the Reflected Normal loss function for optimal process investment/variance reduction decisions. We develop analytical models and investigate structural properties of the models. We derive optimal investment levels for reduction in process variance and provide several insights. We also establish guidelines for practitioners to choose amongst the two loss functions when considering investing in process improvement.

A closer look at attention to detail

Abstract: Beyond communications, interpersonal, and leadership skills, there's another `non-technical skill' fundamental to success in IT.