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Dissertations / Theses on the topic 'Online service experience'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Eneh, Sandra. "Showroom the Future of Online Fashion Retailing 2.0 : Enhancing the online shopping experience." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-159.

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The following have been rectified in response to previous evaluation by examiner Olof Bruninge. -We have solely chosen qualitative methods in data collection and analysis by making use of data gathered from focus group workshop. The findings have been coded and analysed descriptively. -We have reformulated research questions and replaced the hypothesis with open questions. Allowing us to explore the participants’ behaviour rather than testing hypothesis. -All quantitative measures have been replaced with qualitative analysis and descriptions. -We have provided tables with results from focus gr

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Qu, Mengran, and Luqi Xu. "Have you ever had a terrible online shopping experience?" Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-98331.

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Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology:

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Chen, Chien-Hung. "The rise of co-creative consumers : user experience sharing behaviour in online communities." Thesis, Queensland University of Technology, 2012. https://eprints.qut.edu.au/48252/1/Tom_Chen_Thesis.pdf.

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This thesis examines consumer initiated value co-creation behaviour in the context of convergent mobile online services using a Service-Dominant logic (SD logic) theoretical framework. It focuses on non-reciprocal marketing phenomena such as open innovation and user generated content whereby new viable business models are derived and consumer roles and community become essential to the success of business. Attention to customers. roles and personalised experiences in value co-creation has been recognised in the literature (e.g., Prahalad & Ramaswamy, 2000; Prahalad, 2004; Prahalad & Ramaswamy,

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Hsu, Karen Ching-Yi. "Teaching and learning on-line in in-service art teacher education: The Ohio State University experience." The Ohio State University, 2004. http://rave.ohiolink.edu/etdc/view?acc_num=osu1101769716.

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Poncin, Ines, and Julie Walter-Malcurat. "Online customer experience in service settings : Analysing the customer expectations gap: a focus on the food delivery sector." Thesis, Jönköping University, Internationella Handelshögskolan, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-52940.

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Background: As the result of the constant business evolution and in addition to the 2020 worldwide sanitary crisis, online services demand has significantly increased. Shifting from a physical-based customer experience to an online customer-focused service providing. Multiple studies investigated the online customer experience and customer expectations related to the products industry. However, there seems to have a lack of recent research focusing on online customer experience in service settings. Purpose: The purpose of this study is to analyse the customer experience in online service setti

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Lazem, Shaimaa. "Analysis of the Relationships between Changes in Distributed System Behavior and Group Dynamics." Diss., Virginia Tech, 2012. http://hdl.handle.net/10919/26732.

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The rapid evolution of portable devices and social media has enabled pervasive forms of distributed cooperation. A group could perform a task using a heterogeneous set of the devices (desktop, mobile), connections (wireless, wired, 3G) and software clients. We call this form of systems Distributed Dynamic Cooperative Environments (DDCEs). Content in DDCEs is created and shared by the users. The content could be static (e.g., video or audio), dynamic (e.g.,wikis), and/or Objects with behavior. Objects with behavior are programmed objects that take advantage of the available computational servi

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McLean, Graeme. "Examining the online customer experience during a utilitarian search for online business advisory information and services." Thesis, University of Strathclyde, 2015. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=26569.

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This research aims to further our understanding on online information seeking and the customer's experience during search. The primary focus of this research is to explore the online customer experience during a utilitarian search for business advisory information and services. Previous research has provided an understanding on the process of information seeking, however this research advances our limited theoretical knowledge on the online customer experience moving beyond service quality and the outcomes of the customer experience, thus understanding variables capable of influencing the cust

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Crofchick, Frank C. "An evaluation of the effectiveness of social networking sites in assisting housing and residence life organizations in enhancing the resident student experience." Instructions for remote access, 2009. http://www.kutztown.edu/library/services/remote_access.asp.

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Thesis (M.S.)--Kutztown University of Pennsylvania, 2009.<br>Source: Masters Abstracts International, Volume: 47-05, page: 2453. Adviser: David Kintsfather. Includes bibliographical references (p. 39-40)

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Alexander-Shea, Aimee L. "The Process of Change Experienced by Pre-Service and In-Service Social Studies Teachers in an Online Content Area Reading Course." Scholar Commons, 2008. https://scholarcommons.usf.edu/etd/116.

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With the passing of the No Child Left Behind Act of 2001 and subsequent high-stakes tests, including the Florida Comprehensive Assessment Test (FCAT), literacy has become top priority in the field of education (Florida Department of Education [FDOE], no date a; NCLB, 2002). Though social studies was not mentioned in NCLB, nor is it tested by the FCAT, social studies teachers are expected to teach literacy skills in their classrooms. Social studies teachers' accountability for literacy enhancement is evidenced by the fact that some states, including Florida, now require social studies teachers

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Eidson, Lisa Ayrdrie Kathleen. "Barriers to e-learning job training government employee experiences in an online wilderness management course /." Diss., [Missoula, Mont.] : The University of Montana, 2009. http://etd.lib.umt.edu/theses/available/etd-01222010-102048.

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Jenkins, Stephen Philip. "Online Learners: a Study of their Advising Attitudes, Experiences, and Learning." PDXScholar, 2018. https://pdxscholar.library.pdx.edu/open_access_etds/4657.

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Academic advising for online learners has been identified in prior research as an important student service. However, little research exists to assist advisers in knowing how best to serve this growing group. The purpose of this study is to close that research gap by determining if and how online and on-campus learners differ in how they rate the importance of various functions of academic advising as well as determining if their frequency of access to academic advising and source of advising information differed. Additionally, the research examines if the types and levels of learning for onli

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Lui, Steve. "Infertility patients' motivation for, and experiences of, Cross-Border Reproductive Services (CBRS) : an asynchronous online investigation." Thesis, University of Huddersfield, 2015. http://eprints.hud.ac.uk/id/eprint/25778/.

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The desire for, and provision of, cross border reproductive services (CBRS) (i.e. gamete donation and surrogacy) is a growing international phenomenon. CBRS describes the travel by infertile patients from one country or jurisdiction where access to treatment is limited or unavailable to another country or jurisdiction to seek infertility treatment. There are numerous reasons for CBRS and it is an under- researched and undertheorised area of health research. The aim of this thesis was to explore patients’ motivations for and experiences of CBRS. This study provided themes on the decision making

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Alatawy, Khald. "Consumer search behaviour and adoption of online booking of travel services in Saudi Arabia." Thesis, De Montfort University, 2015. http://hdl.handle.net/2086/11391.

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The main aim of this study was to investigate current search behaviour among Saudi consumers of travel services, to establish their attitudes towards, and adoption of online search and booking processes. It also aimed to explore current experiences within travel agencies of the adoption of online booking systems in the Saudi Arabian market. The study relied on a multi-method research design, with a focus on using both qualitative and quantitative data across three sequentially organised phases of data collection. Phase one centred on in-depth interviews with Saudi travel agents; phase two adop

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Ratanjee-Vanmali, Husmita. "eHealth supported hearing care with online and face-to-face services - patient characteristics, experience and uptake of a hybrid online and face-to-face model." Thesis, University of Pretoria, 2020. http://hdl.handle.net/2263/77389.

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Hearing loss is considered a global health concern with 466 million people affected worldwide. Current hearing health care delivery models are based on several consecutive face-to-face consultations that occur in-person. Information and communications technology, and especially mobile technology, can be used to support or enhance health care delivery. This can be employed in addition, or as an alternative to, current patient treatment pathways. This project developed a hybrid hearing health care approach by combining online and face-to-face services. The services were offered using a five-

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Semon, Sarah R. "Portraits of Online Teaching and Learning: The Experiences of an Instructor and Six Graduate Students in a Course Entitled Educating Students with Autism." [Tampa, Fla] : University of South Florida, 2009. http://purl.fcla.edu/usf/dc/et/SFE0003137.

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LIN, MEI-YU, and 林美妤. "Service Experience Provided by Taiwanese Online Travel Agenciesfor Backpackers." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/uhjvp4.

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碩士<br>世新大學<br>觀光學研究所(含碩專班)<br>106<br>Changes in the times and changes in lifestyle, travel has become part of modern life and leisure, but also due to the development of the Internet, so you want to collect travel information on the network is not a difficult thing, thus contributing to many people Start thinking of backpack travel, and backpackers are the most commonly used online travel site, including booking air tickets, booking hotels, booking tickets, searching travel tips, almost all by different functions of the online travel site reached. But for backpackers are the service functions

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Yen, Wei, and 顏薇. "Using Chatbot to improve service experience online - a case of online travel agency." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/t4djss.

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18

Yu-Bin, Chiu. "Online Shopping Model in E-tail Service: The Moderating Effects of Online Purchasing Experience." 2006. http://www.cetd.com.tw/ec/thesisdetail.aspx?etdun=U0009-1907200616515000.

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Chiu, Yu-Bin, and 邱裕賓. "An Online Shopping Model in E-tail Service: The Moderating Effects of Online Purchasing Experience." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/28257913316650049000.

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博士<br>元智大學<br>管理研究所<br>94<br>The dramatic growth in e-commerce introduces new challenges. It is no doubt that Electronic commerce provides an exciting opportunity to connect with customers. Business-to-consumer ecommerce is the activity in which customers get information and purchase products using Internet. E-tailers are retailers selling goods via business-to-consumer websites in which sellers are likely to handle ordering, payment, and shipping as single-order events. Although a great deal of effort has been made on the topics of online shopping. What seems to be quite lacking, however, is

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Jain, Namrata Rajendra Kumar. "Examining the Impacts of Robot Service on Hotel Guest Experience." Thesis, 2021. http://dx.doi.org/10.7912/C2/22.

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Indiana University-Purdue University Indianapolis (IUPUI)<br>The aim of the study is to assess the impact of robot service on hotel guest experiences. Application of technology in tourism and hospitality services is growing each day. Using robots in hospitality establishment is becoming more and more popular, mainly because it can help cut down the labor costs, increase efficiency and reduce human contacts. Very few studies, however, have been done on examining customer experience regarding robots used in the hotel. Social media sites such as TripAdvisor are popular platforms where people shar

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Lee, Tsai-ting, and 李采婷. "Interaction Experience Planning System：An Interaction Specification for Online-to-Offline (O2O) Service Systems." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/37617083514192176207.

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碩士<br>國立臺灣科技大學<br>工業管理系<br>102<br>Information technology products such as smart phones, tablet PCs, eBooks and the intelligent-interactive digital signage have evolved and merged with the service systems to provide user-friendly user-interfaces and innovative service patterns. Online-to-offline (O2O) service model is one of the newest developments in the service systems where users in the physical world can interact with service system in the cyberspace through various devices. Although traditional HCI studies have provided various research frameworks to describe interfaces and activities invo

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Yang, Tzu-Hsien, and 楊子嫻. "A Study on the User Experience and Page Navigation Modes of Online Music Service Platforms." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/83253350672911020690.

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碩士<br>國立臺灣科技大學<br>設計研究所<br>102<br>With the popularity of mobile networks, smart phones have become one of the most popular “music storage media” and “music devices” among many personal devices. Nonetheless, smart phone has a single screen multi-page feature, users need to slide pages to complete the function switching, so the limited space of the smart phone screen might indirectly derive on some usability issues. The main purpose of the research is about the online music platform in the smart phone applications (APPs)pertinent to interface usability. By means of questionnaires and experi

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Chuang, Wei-Tang, and 莊偉棠. "The Moderate Effect of Cumulative Online Purchasing Experience in Justice Theory and Service Recovery Process." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/45260057799293472030.

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碩士<br>國立成功大學<br>企業管理學系碩博士班<br>94<br>In the age of the Internet, commercial activities have changed dramatically. The most interesting and significant transformation is that transaction platforms have evolved from physical to virtual forms. Although commercial channels have diversified, consumers’ basic needs never changed. While it is virtually impossible to completely avoid service failures, the ability of firms to recover after service failure is a critical factor affecting online shopping loyalty. Therefore, this study begins with consumer perception of service recovery, and adapts the just

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Chou, Yi-Jin, and 周宜瑾. "The Effects of Online to Offline (O2O) Service Design on Tourism Experience and Tourism Satisfaction - Evidence from Maokong Gondola Tourism Service." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/ptv9fz.

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碩士<br>國立臺灣科技大學<br>設計系<br>105<br>With the advent of the experience economy, how to effectively attract tourists is an importmant issue in the tourism industry. Due to advances in technology, an innvoative online to offline (O2O) model has increasingly being used in tourism. The mode not only enrichs tourism products but also facilitates travel for tourists. Therefore, this study aims to explore the effects of online to offline (O2O) service design on tourism experience and tourism satisfaction. The study took evidence from Maokong Gondola Tourism Service and employed a four-step research pr

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Cheng, Ya-Hsin, and 鄭雅薪. "An Exploratory Research on the Online Customer Experience and Purchasing Behavior—A Case of Financial Service Industry." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/35vej6.

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碩士<br>國立交通大學<br>管理學院經營管理學程<br>107<br>In this digital society, the transformation of digital financial services has become increasingly important. The needs customers have with banks are changing with time, and thus banks will be re-defined. For financial banks, if they can take use of big data and huge database, observe their customers’ purchasing journeys and myriad touch points in multiple channels, and understand the customer's usage scenarios and pain points, they will create positive customer experiences more possibly. In that way, banks can win customers’ loyalty and trustfulness, and re

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Chen, ShaoPu, and 陳少莆. "The Effects of Mobile Device and Service Experience on the usage of Online-to-Offline (O2O) Consuming Mode." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/11648339984399720521.

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碩士<br>靜宜大學<br>資訊傳播工程學系<br>103<br>The rapid development of mobile technology makes the advantage and characteristics of using mobile devices, online transferring to offline O2O mode, being the vehicle of transferring process, which facilitates mobile shopping, is a fast and potential E-commerce mode. O2O is a new mode that takes the online customers to physical stores and check out at once. It emphasises using the advantage of the physical stores, which provides a face-to-face service, to increase the satisfaction level of customers. This research targets the mobile information, mobile transact

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UPADHYAYA, BIPIN. "Composing Heterogeneous Services From End Users' Perspective." Thesis, 2014. http://hdl.handle.net/1974/12261.

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As the Internet becomes more pervasive, the content and services are increasing in quantity as well as improving in quality. This trend is fostered by the advancement of technologies, such as RESTful services, Web 2.0, and Mashups. Service composition integrates services to fulfill specific tasks using a set of tools. The existing service composition techniques and tools are mainly designed for the Service Oriented Architecture (SOA) professionals. The business processes used in the service composition systems are primarily designed by business analysts who have extensive process knowledge. Du

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Cássio, Pedro Miguel Nunes de Gouveia e. "Boutique hotels: Understanding service quality dimensions through the analysis of online reviews." Master's thesis, 2021. http://hdl.handle.net/10071/24229.

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The Boutique Hotels, small-scale accommodations focused on design and experience, are a subsector of tourism in fast development and expansion. At the moment, in Portugal, there are more than 50 accommodations listed as Boutique Hotels, each with specific points of differentiation. Thus, this study aims to identify and analyze the various dimensions and attributes that take part in the Boutique Hotel experience, as well as understand how the experience of each guest varies according to its traveler type (family, business, friends, alone or couple) and how each one of these attributes imp

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Rosa, Jéssica Tatiana Ferreira. "How does mobile apps’ e-service quality impact customer loyalty? : investigating the effect of customer satisfaction within the purchase experience." Master's thesis, 2019. http://hdl.handle.net/10400.14/28998.

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Consumers are changing their shopping habits, influenced by continuously changing technology and new opportunities that take less time to customers and do not force them to be in a specific place at a certain time. Therefore, it is important to understand which factors are important to customers experience while buying online and indicate to managers which characteristics are customers looking for in a mobile app while they are shopping and at the same time, which have a stronger impact on customer satisfaction and loyalty towards the retailer. A cross-section survey was conducted to explore

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Vicente, Miguel Mira Marques. "Os serviços de Cloud Gaming: perceção dos jogadores portugueses." Master's thesis, 2021. http://hdl.handle.net/10400.26/38850.

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Cloud Gaming é um serviço de internet, que permite ao cliente (jogador) jogar um videojogo num dispositivo qualquer através do sistema de cloud. O principal objetivo deste tipo de serviços é fornecer aos jogadores uma experiência imediata dos jogos em qualquer dispositivo, sem que estes necessitem de ter hardware potente para conseguir jogá-los. Além de ser um serviço relativamente recente e ainda pouco potencializado traz vantagens e oportunidades para a Indústria de Gaming, tanto para os jogadores e prestadores de serviços de cloud como também para as empresas criadoras de jogos. Post

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Viegas, Tania Lamerton. "Projecto de criação de metodologia de análise da Usabilidade para selecção de plataforma SaaS de Gestão de Projectos online CATCH, Global Marketing." Master's thesis, 2015. http://hdl.handle.net/10362/16214.

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O aparecimento de soluções de software baseadas na Cloud vieram democratizar o acesso a aplicações de suporte à actividade empresarial, permitindo a micro e pequenas empresas aceder a ferramentas que outrora apenas as grandes empresas poderiam financiar, dada a introdução de novas formas de pagamento mensais com base em contratos flexíveis, acesso via internet e ausência de instalação de hardware específico ou compra de licenças por utilizador – a verdadeira utilização de software como um serviço, vulgo SaaS (Software as a Service). As aplicações de tipo SaaS aportam inúmeros benefícios para a

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Van, Staden Corne Johandia. "User experience evaluation of electronic moderation systems : a case study at a private higher education institution in South Africa." Thesis, 2017. http://hdl.handle.net/10500/23586.

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The transformation of a manual paper-based moderation process into an electronic moderation (eModeration) process poses unique challenges. These challenges concern academic processes, people and the user experience of interactive systems. eModeration can improve the user experience of assessment processes while lowering the risk of delaying the process or losing scripts. Despite the benefits associated with optimising assessment procedures, particularly examination procedures, the use of eModeration in South Africa is limited. There are several possible reasons for a lack of eModeration adopti

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He, Yu-Xin, and 何宇欣. "A Study on Enhancing Customer Experience in Offline Stores with Online Information Services - Taking an Appareal Retailer as an Example." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/fx3mur.

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碩士<br>國立臺灣科技大學<br>設計系<br>107<br>As consumers' concept of clothing consumption gradually shifts from traditional material consumption to experience consumption. Consumers are not only pursuing products and services with high quality, but also experiences in the consumption process. This study, from the perspective of design, explores the limitations and opportunities that online information services apply to offline stores. It uses customer experience, satisfaction and behavioral intentions to understand how consumers feel when using products and clarifies the impact of online information servi

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Pacheco, Fábio Diogo Miranda. "O sítio web E-fatura: uma análise da acessibilidade e usabilidade." Master's thesis, 2021. http://hdl.handle.net/10362/130777.

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Vivemos numa sociedade onde somos constantemente confrontados com as obrigações das variadas áreas da nossa vida. A obrigação fiscal é uma delas e talvez uma das mais importantes da nossa sociedade para conseguirmos viver como um todo e o Estado conseguir ter liquidez para financiar o próprio estado e a comunidade viver em harmonia. Sendo a tecnologia um ponto cada vez mais importante no dia a dia das nossas vidas, é importante perceber se as instituições públicas, neste caso a Autoridade Tributária (AT), cumprem com as suas obrigações quer a nível de acessibilidade bem como de usabilidade dos

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