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Journal articles on the topic 'Online service experience'
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1
Syarief, Achmad, Nedina Sari, and Amanda Amelia. "Understanding the role of visuals in commercial website interaction on smartphone display." Productum: Jurnal Desain Produk (Pengetahuan dan Perancangan Produk) 4, no. 2 (2021): 95–100. http://dx.doi.org/10.24821/productum.v4i2.4694.
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Flexible and ease of internet access through mobile device in Indonesia has changed the way users interact with commercial websites, especially online ticketing service website. Yet, no study on how the presented website visuals on smartphone display perceived and experienced by users is found. This paper exposes users’ interactive experience on smartphone display, showcasing 3 (three) popular online ticketing service providers in Indonesia, traveloka dot com, pegi-pegi dot com, and tiket dot com. 60 individuals were purposively sampled and each was asked to access all chosen websites using provided smartphone. 2 (two) pages follow-up questionnaire was presented to each respondent: first page is for identifying users’ perception 5 (five) items likert-scale responses and second page is for identifying users’ experiences using Schrepp, Hinderks & Thomaschewski’s UXQ (User Experience Questionnaire). Results show that when interacting with online ticketing service websites on smartphone, sites that look simple and easy to interact with may provide sense of savvyness, comfortability, and security. This indicates that presented website visuals on smartphone display affect users’ experience when using online services. Although further studies are needed, this results offer valuable insights to the discussions of human interactive experience in using online platform.
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Rennick, Brian. "Library Services Navigation: Improving the Online User Experience." Information Technology and Libraries 38, no. 1 (2019): 14–26. http://dx.doi.org/10.6017/ital.v38i1.10844.
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While the discoverability of traditional information resources is often the focus of library website design, there is also a need to help users find other services such as equipment, study rooms, and programs. A recent assessment of the Brigham Young University Library website identified nearly two hundred services. Many of these service descriptions were buried deep in the site, making them difficult to locate. This article will describe a web application that was developed to improve service discovery and to help ensure the accuracy and maintainability of service information on an academic library website.
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Nguyen, Quoc Nghi, Anh Tin Ngo, and Van Nam Mai. "Factors impacting online complaint intention and service recovery expectation: The case of e-banking service in Vietnam." International Journal of Data and Network Science 5, no. 4 (2021): 659–66. http://dx.doi.org/10.5267/j.ijdns.2021.8.001.
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With advanced technology, service providers have used multiple channels to get customer feedback. Online complaints are considered a useful solution for many service providers. If the online complaints are appropriately resolved, this not only helps recover customer satisfaction but also enhances the service image in customers' minds. This study applies structural equation modeling (SEM) to determine the affecting factors on online complaint intention and service recovery expectation in e-banking services. Research data are collected by random sampling with a sample size of 206 customers who have ever experienced e-banking service failures. The study demonstrated that customers' intention to complain online is influenced by attitude towards online complaints, complaint experience, and service failure severity. Besides, online complaint intention positively influences customers’ recovery expectations for e-banking service failures.
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Tajne, Ketan, Abhijeet Takale, Mangesh Tale, et al. "Comprehensive Towing Services Online." International Journal for Research in Applied Science and Engineering Technology 12, no. 11 (2024): 368–72. http://dx.doi.org/10.22214/ijraset.2024.64944.
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Abstract: This project aims to streamline and enhance the towing service experience through the development of a comprehensive web-based platform. Utilizing JavaScript, HTML, CSS, XAMPP, phpMyAdmin, and SQL, the platform offers a user-friendly interface that facilitates efficient towing services. JavaScript ensures dynamic client-side interactions, while HTML and CSS provide a clean and intuitive layout. XAMPP serves as the local server environment, and phpMyAdmin manages SQL database interactions. The backend, powered by SQL, securely handles user data, service requests, and provider details. Users can easily request towing services, track their status, and access service history, while providers can manage their fleet and respond to requests efficiently. This project represents a significant advancement in the towing service industry, offering a seamless solution that benefits both users and service providers through its robust technological foundation.
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Singh, Reema, and Magnus Söderlund. "Extending the experience construct: an examination of online grocery shopping." European Journal of Marketing 54, no. 10 (2020): 2419–46. http://dx.doi.org/10.1108/ejm-06-2019-0536.
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Purpose This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping. Design/methodology/approach A mixed-methods approach was used; linguistic inquiry and the word count (LIWC) method captured qualitative aspects of consumers’ grocery shopping experience, whereas partial least square-structure equation modeling tested hypotheses regarding antecedents to consumers’ overall online grocery shopping experience. Findings The PLS-based analysis confirmed the qualitative insights, establishing the significance of customer service, which accounted for 68% variance in the overall experience and 42% variance in customer satisfaction, along with other experience antecedents such as website, product and delivery. Research limitations/implications Future researchers could further analyze experience as a dynamic process focusing on consumer and retailer brand-focused constructs, specifically focusing on creating a holistic understanding of customer service that establishes coherence between retailers’ marketing values and their customer service. Practical implications Managers should acknowledge the importance of customer service in creating a satisfying customer experience, and they should respond to consumer concerns, resulting in enhanced brand-related experience. Originality/value Responding to the call for a better understanding of customer service, this study brings out the challenges online grocery shoppers are facing in terms of customer service and empirically establishes customer service as a key driver of customer experience, thereby extending the earlier work on customer service and online customer experience.
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Matic, Milica, Milan Tucic, Marija Antic, and Roman Pavlovic. "Using online third party geolocation services to improve smart home user experience." Serbian Journal of Electrical Engineering 17, no. 1 (2020): 83–94. http://dx.doi.org/10.2298/sjee2001083m.
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This paper presents one approach to improve smart home user experience, by providing location-based services. Within the cloud of the existing smart home solution, the geolocation micro-service is first implemented. This micro-service communicates with third party online geolocation service to obtain latitude and longitude values from physical address and vice versa. The geolocation micro-service is used by different services to provide location-based experience. For example, weather micro-service uses the geolocation information, to provide weather content, while the traffic service monitors traffic conditions in the vicinity of the household. This information can be used to setup different automation rules in the system.
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Umair, Tufail, and Anwar Sohail. "Effects of Online Services Level on Purchase Intentions of Consumers Before Making Online Transactions." International Journal of Management, Accounting and Economics 8, no. 4 (2021): 279–95. https://doi.org/10.5281/zenodo.4884978.
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The aim of this research is to examine the effects of online service level where have not been made by adopting the formative approach. Two main online dimensions i.e. pre-purchase and transaction related services are discussed in the electronics purchase process. Population of this study is the customers who made online transactions in electronics. A structured questionnaire was floated to 250 respondents and 150 emails were sent to the respondents in order to get primary data. Smart PLS and partial least square were used to estimate our model. Both transactional services and pre-purchase services are the major factors of navigation experiences and navigation experience affects the attitude to the web which ultimately affects the purchase intention. Pre-purchase services are not directly affecting the consumer attitudes during the online transactions process but improved navigation experience changes the consumer attitudes during the process. All the data analyzed was obtained from electronics industry of Pakistan.
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Manchaiah, Vinaya, Rebecca J. Bennett, Pierre Ratinaud, and De Wet Swanepoel. "Experiences With Hearing Health Care Services: What Can We Learn From Online Consumer Reviews?" American Journal of Audiology 30, no. 3 (2021): 745–54. http://dx.doi.org/10.1044/2021_aja-21-00041.
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Objective The aim of this study was to examine experiences of hearing health care services as described in online consumer reviews. Design This study used a cross-sectional design. Online consumer reviews about hearing health care services generated from Google.com to an open-ended question “Share details of your own experience at this place” and perceived overall experience (indicated on a 5-point rating scale: “very good” to “very poor”) were extracted from 40 different cities across the United States. The open text contributed a text corpus of 9,622 unique consumer reviews. These responses were analyzed with the cluster analysis approach using an open-source automated text analysis software program, IRaMuTeQ, to identify key themes. Association between clusters and consumer experience ratings as well as consumer metadata (percentage of older adults in the city, region) were examined using the chi-square analysis. Results The majority of consumers appeared satisfied with their hearing health care services, with nearly 95% of consumers reporting “very good” and “good” on the global experience scale. The analysis of text responses resulted in seven clusters within two domains. Domain 1 (Clinical Processes) included the three clusters: administration processes, perceived benefits, and device acquisition. Domain 2 (Staff and Service Interactions) included the four clusters: clinician communications, staff professionalism , customer service, and provider satisfaction . Content relating to administration processes was associated with overall rating regarding the hearing health care service experience. Consumer's reviews relating to administration processes mostly described negative experiences, and these participants were more inclined to provide poorer overall experience ratings. In addition, city characteristics (i.e., percentage of older adults, region) had bearing toward what elements of hearing health care services are highlighted more in the consumer reviews. Conclusions Consumers comment on a variety of elements when describing their experiences with hearing health care services. Experiences reported in most clusters were generally positive, although some concerns in the “clinical process” are associated with lower satisfaction. Employing patient-centered strategies and ensuring patients have good experiences in the areas of concern may help improve both patient experience and their satisfaction. Supplemental Material https://doi.org/10.23641/asha.16455924
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Suhartanto, Dwi, David Dean, Gundur Leo, and Ni Nyoman Triyuni. "Millennial Experience with Online Food Home Delivery: A Lesson from Indonesia." Interdisciplinary Journal of Information, Knowledge, and Management 14 (2019): 277–94. http://dx.doi.org/10.28945/4386.
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Aim/Purpose: To examine millennial satisfaction towards online food delivery services, including e-service quality, food quality, and perceived value as the determinants and behavioral intention as the consequence. Background: Among the generational cohorts, millennials are a demanding target group for many retailers, including restaurants. Despite many studies examining millennial behavior in the restaurant context, almost no research on millennial attitudes and behavior in the context of online food home delivery service can be found. Methodology: For this research, 332 millennials completed a self-administered survey in Indonesia. To assess the associations between satisfaction and its determinants and consequences, this study employs Partial Least Square modeling. Contribution: This research extends existing knowledge of millennial satisfaction toward online food delivery service by highlighting that food quality, e-service quality and perceived value are the main determinants of satisfaction for online food purchasing among millennials. Further, this study offers support for the spillover theory in the online food home delivery service from millennial perspective. Findings: This study uncovers the important direct dual influences of e-service quality and food quality on millennial satisfaction with online food delivery services. Further, this study notes that e-service and food quality also have an indirect influence on satisfaction via perceived value. Moreover, satisfied millennial customers are more likely to re-purchase, recommend to others, and re-purchase at an increased price. Recommendations for Practitioners: For small and medium restaurants, it is suggested that they need to focus solely on their core business of providing food. If they want to offer an e-service, they should develop strategic cooperation with one or more online service providers. Recommendation for Researchers: Millennials tend to repurchase, recommend, and be willing to pay more in the future extends the existing models that look at the associations among quality, satisfaction and behavioral intention. Thus, in online restaurant purchasing services, both e-service quality and food quality should be included in the future research models. Impact on Society: This study could help restaurant industries to increase their business performance and, indirectly, impact on society as a whole by providing high quality food, employment opportunities, and tax revenues. Future Research: Future researchers can reassess the model in different countries and/or with other generation cohorts as well as including other variables such as trust, image, involvement, as well as socio-demographic factors.
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Mishra, Manit. "Customer Experience: Extracting Topics From Tweets." International Journal of Market Research 64, no. 3 (2021): 334–53. http://dx.doi.org/10.1177/14707853211047515.
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The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.
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Rittigul, Paisal, and Teerasak Jindabot. "The influences of Experienced Life Events (Project from governmental) Focused on Anxiety and Perceived Risk toward the Continuance Intention to Use Online Banking of customers." 13th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES 13, no. 1 (2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.1(29).
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At present, market researchers realize importance of experienced life events affecting consumers' behavior. The experienced life events are influenced by things around each consumer leading to different behavior (Elder, 1998 ;Moschis, 2007), which can positively and negatively affect experience life events (Drake, Sheffield, & Shingler, 2011). However, essential experienced life events may play a role in consumers' behavior leading to the increasing number of online banking service users in Thailand. Positive life events may play a crucial role in the consumers' behavior to increasingly use online banking services such as projects of the government (Half-half Co-payment Scheme). There were 23.94 million users with total spending of 62,966.6 million Baht. 33.2 million. For Wewin Project (Roa Chana), 33.2 persons were eligible, and total spending was 266,612 million (Bangkok Biz, 2022). However, Thailand just started developing to be a cashless society with swift good change. Online banking service is an innovative financial technology that changes ways of living and behaviors of consumers to access banks more quickly and conveniently. However, according to the previous studies regarding consumers' behavior, a number of people found the online banking service impractical, and the key obstacle was that the consumers were anxious and scared, and perceived risks and unsafety that may happen from such kind of service (Plainbangyang, Siriwat, 2018 ;Panyalimpanun, Thitipol, 2017) Perceived risks and anxiety are contrary to current phenomenon. Statistically, the number of online banking users in past 5 years in Thailand from June 2017- June 2021, tremendously increased from 45,167,588 accounts to 110,839,744 accounts (Bank of Thailand, 2021). Such phenomenon happened during crucial experienced life events which may affect intention of using online banking services of the consumers apart from anxiety and fear from online banking services. Keywords: Perceived risk, Anxiety, Online Banking, Experience Life Events.
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Sedoyeka, Eliamani. "Quality of Internet Service as Experienced by Tanzanians in 2016." International Journal of Information Communication Technologies and Human Development 9, no. 4 (2017): 12–31. http://dx.doi.org/10.4018/ijicthd.2017100102.
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In this article, Quality of Experience (QoE) is discussed as experienced by Tanzanian internet users for the second biannual of 2016. It presents findings of the research that aimed at among other things, finding out the QoE in internet services offered by telecommunication companies and other internet service providers in the country. A qualitative approach was used to establish practical quality of experience issues considered important by Tanzanians. Online questionnaires distributed over social media mainly WhatsApp and Facebook were used to ask users about their experiences of the services they had been receiving, in which over 2000 responses were collected from all districts of Tanzania. It was established that usability, quality of service, price and after sale support were the main issues found to influence quality of experience for many. The findings in this article are useful for academicians, QoS and QoE researchers, policy makers and ICT professionals.
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Chan, Kara, Lennon Tsang, and Jie Chen. "Marketing bank services to youth in China." Young Consumers 18, no. 3 (2017): 278–89. http://dx.doi.org/10.1108/yc-03-2017-00672.
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Purpose The purpose of this paper is to explore the banking experiences and awareness of marketing efforts of banks among youth in mainland China. Design/methodology/approach Four focus-group interviews were conducted. A convenience sample of 26 participants aged 17 to 20 years was recruited in Laiwu, Shandong, a medium-sized city in China. They were asked to report experiences that could illustrate good and bad banking services. They were also asked to recall bank marketing promotions. Findings Participants’ perceived service quality of banks was determined by staff attitude, service delivery, physical environment and comparison of user experience. The marketing communication activities they recalled most frequently included product placements, advertising slogans, entertaining commercials and co-branding with online games. Research limitations/implications The findings were based on a non-probability sample. The study also did not differentiate between personal experience and indirect experience with family and friends. Similar studies can be conducted in large cities or in rural China to compare banking experiences in different social economic settings. Further studies can be designed using quantitative methodology to measure the importance of various factors in influencing perceptions of service quality. Online banking experience can also be studied in the future. Practical implications Banks in China can enhance their competitiveness and brand reputation through raising the professionalism of their front-line staff, improving efficiency and transparency and streamlining the service process. Banks can make contacts with youth through offline and online promotional activities, such as co-branding with popular online games. Originality/value This is the first study on banking services among youth conducted in a medium-sized city in China.
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Syamsuddin, Agus Leonard Togatorop, Oktovianus Cristian Karubaba, M. Zainal Sholahuddin, and Tri Budi Prasetya. "The Influence of Mobile Application User Experience, Service Quality, and Social Interaction on Customer Satisfaction Quantitative Research in the Online Service Industry." International Journal of Science and Society 6, no. 3 (2024): 83–98. http://dx.doi.org/10.54783/ijsoc.v6i3.1225.
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This research aims to investigate the influence of User Experience, Service Quality, and Social Interaction on Customer Satisfaction in the online service industry. Quantitative methods with multiple linear regression testing were used to analyze data from 100 respondents who used online services. The results show that Social Interaction has a significant influence on Customer Satisfaction, while User Experience and Service Quality are not significant individually. When these variables are combined, they collectively influence Customer Satisfaction positively. These findings highlight the importance of strengthening social interactions in online platforms to increase customer satisfaction. The practical implications of this research suggest companies should focus on developing adequate social interactions to enhance customer experience and ensure the success of online service strategies.
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Luo, Siqin, and Beibei Liu. "Analysis of Coordination Mode of Dual-channel Experience Service Based on Product Experience." International Journal of Accounting and Financial Reporting 13, no. 1 (2023): 27. http://dx.doi.org/10.5296/ijafr.v13i1.21586.
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From the perspective of product experience, product pricing and service strategy models of online sales channels and offline sales channels are established to analyze the influence of product experience and consumer free-riding behavior on the product experience and service level of online sales channels and offline sales channels. Then it analyzes the decision-making of centralized decision-making mode and decentralized decision-making mode of offline and offline dual-channel experience service. The results show that when the product experience coefficient is low, that is, the more consumers need to experience to determine the value of the product, the manufacturer should promote the service cooperation of product experience through both online and offline channels, and adopt a centralized decision-making mode. On the contrary, the decentralized decision-making mode should be adopted. In the centralized decision-making mode, the offline sales channel product experience service level is higher than its online product experience service level; When consumers have a lot of free-riding behavior, the level of dual-channel product experience service should be improved, and vice versa.
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Nurjannah, Nurjannah, and Sri Lestari. "The Teaching Practicum Experience of Pre-service English Language Teachers through Synchronous Learning." EDULINK EDUCATION AND LINGUISTICS KNOWLEDGE JOURNAL 3, no. 2 (2021): 93. http://dx.doi.org/10.32503/edulink.v3i2.1951.
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During the pandemic COVID-19, teaching practicum has shifted from offline to online mode following the school policy. In this demanding situation, pre-service teachers might have new experience of conducting online teaching learning activities. The experience could be found in planning, teaching, and reflecting stages of teaching practicum. This study employed two pre-service English language teachers who majored in the English Language Education narrating their experience of their teaching practicum. The data was obtained from the pre-service teachers’ reflective journals and interviews. The findings of this study showed various experiences of teaching English in synchronous online classes, including the experience of using the platform, the experience with the students, the experience of teaching English lessons, and the experience with cooperating teacher.
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Beltagui, Ahmad, Marina Candi, and Johann C. K. H. Riedel. "Setting the stage for service experience: design strategies for functional services." Journal of Service Management 27, no. 5 (2016): 751–72. http://dx.doi.org/10.1108/josm-08-2015-0234.
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Purpose The purpose of this paper is to identify service design strategies to improve outcome-oriented services by enhancing consumers’ emotional experience, while overcoming customer variability. Design/methodology/approach An abductive, multiple-case study involves 12 service firms from diverse online and offline service sectors. Findings Overall, six service design strategies represent two overarching themes: customer empowerment can involve design for typical customers, visibility, and community building, while customer accommodation can involve design for personas, invisibility, and relationship building. Using these strategies helps set the stage for a service to offer an emotional experience. Research limitations/implications The study offers a first step toward combining investigations of service experience and user experience. Further research can strengthen these links. Practical implications The six design strategies described using examples from case research offer managerial recommendations. In particular, these strategies can help service managers address the customer-induced variability inherent in services. Originality/value Extant studies of experience staging have focused on particular sectors such as hospitality and leisure; this study contributes by investigating outcome-focused services and identifying strategies to create unique experiences that offset variability. It also represents a rare effort to combine research from service management and interaction design, shedding light on the link between service experience and user experience.
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Shahabuddin, A. M. "Eservice Quality For Customer Satisfaction Measurement: A Case Study On Islami Bank Bangladesh Ltd." Global Disclosure of Economics and Business 3, no. 1 (2014): 31–38. http://dx.doi.org/10.18034/gdeb.v3i1.169.
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The purpose of the study is to identify customer satisfaction through e-service quality of Islami Bank Bangladesh Limited (IBBL). Buckley (2003:455) defines e-Service as the electronic provision of a service to customers whilst Santos (2003:234) describes e-service as the provision of consumers with a superior experience with respect to the interactive flow of information. The researchers used judgment sampling. Customers faced ATM service disorder, problems in using using sms banking services, prompt service from the bank. User-friendly, responsive online service experiences, educating customer how to use online service, training of employees will increase the e-service quality of IBBL in future.
 JEL Classification Code: M3
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Нікульча, Валентин Анатолійович, Ірина Іванівна Гавриш та Олександра Вікторівна Мельник. "СУЧАСНІ ТЕХНОЛОГІЇ У МІЖНАРОДНІЙ МАРКЕТИНГОВІЙ ДІЯЛЬНОСТІ РИТЕЙЛЕРІВ". TIME DESCRIPTION OF ECONOMIC REFORMS, № 1 (24 березня 2025): 140–47. https://doi.org/10.32620/cher.2025.1.16.
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The formation of competitive advantages for domestic retailers through increasing customer satisfaction requires the search for appropriate technologies and services, particularly using the functional benchmarking method. Analyzing the experience of foreign retailers, especially those engaged in international marketing activities and adapting service processes to market specifics, is crucial for domestic retail enterprises. The purpose of the article is to determine the prerequisites for implementing modern online sales technologies by domestic retailers, considering the experience of their application by foreign companies. The object of the research is the online sales system of foreign retail enterprises, which includes the provision of a self-pickup service for purchased goods as an element of its operation. The methods used in the research. Observation method to reflect trends in the formation and functioning of online sales systems by foreign retailers through the implementation of the drive-thru service and method of concretization to identify and characterize the key features of this service are used in this article. Research hypothesis. The integration of convenient order fulfillment services into retailers’ online sales systems, based on modern technologies and tools, necessitates an analysis of existing experiences in foreign markets. Increasing customer satisfaction through the diversification of interaction options in online sales underscores the need to explore promising services for implementation. Presenting main material. Domestic chain retailers, facing intense market competition and implementing an omnichannel strategy, are constantly searching for effective tools to influence customers, which can be achieved through the introduction of additional services. The functioning of the online sales system may involve various order fulfillment options, including the implementation of the drive-thru service. The originality and practical significance of the research lies in the relevance of implementing drive-thru services by domestic retail enterprises through the lens of foreign retailers’ experience. Conclusions and perspectives of further research. The implementation of the drive-thru service by domestic retailers is relevant and promising, considering the experience gained by foreign companies and its high popularity among their local market customers. However, the specifics of its adaptation, prerequisites, and influencing factors in the Ukrainian market require our further research.
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Kamble, Atharv, Swapnaja Kadam, Sakshi Kudtarkar, and Aditi Rane. "A Review of Online Home Services: Innovations, Challenges, and Future Enhancements." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 04 (2025): 1–7. https://doi.org/10.55041/ijsrem43974.
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The traditional approach to booking household services has long been plagued by inefficiencies, miscommunication, and trust issues, leading to delays, unreliable service providers, and a lack of transparency in transactions. With the rapid advancement of digital platforms, home service booking has undergone a significant transformation, integrating modern technologies to streamline processes, enhance service reliability, and improve user experience. This paper presents a comprehensive review of four key studies on home service applications, analysing their methodologies, features, strengths, and limitations. It explores the evolution of digital home service platforms, emphasizing crucial challenges such as service provider authentication, seamless user experience, real-time scheduling, and secure transactions. Furthermore, the study examines innovative solutions such as AI-driven recommendation systems for personalized service matching, blockchain-based authentication for enhanced security, and mobile-friendly designs for accessibility across diverse user demographics. The integration of predictive analytics and intelligent automation is also discussed, highlighting how these advancements can optimize operational efficiency and elevate customer satisfaction. Additionally, this paper delves into the role of cloud computing in ensuring scalable and reliable service delivery, along with the potential of IoT-enabled smart home integrations for proactive maintenance and monitoring. By evaluating existing frameworks and emerging technologies, this research provides insights into how modern web technologies can further refine home service applications, ensuring efficiency, security, and enhanced user engagement. The findings serve as a foundation for future innovations in the field, paving the way for smarter, more responsive, and highly efficient home service solutions. Keywords— Home Services, Service Booking, Web Application, Digital Platform, Real-time Scheduling, AI in Home Services, Blockchain Authentication, User Experience, Secure Transactions, Cloud Computing, IoT in Home Services, Predictive Analytics.
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Nguyen, Ha Thi Thu, Thao Phan Huong, Anh Le Thi Tram, and Thao Viet Tran. "Exploring Customer Feedback on Their Hotel Experiences in Vietnam." International Journal of E-Entrepreneurship and Innovation 13, no. 1 (2023): 1–17. http://dx.doi.org/10.4018/ijeei.330023.
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Over the past twenty years, customer experience has attracted the attention of researchers and business executives. For the hotel service industry, understanding customer experience becomes a necessity, as it is one of the top goals for hotel survival. With the development of e-commerce and the globalized hotel industry, customers are easily shared on online booking sites, making hotel managers work harder to design a good customer experience management plan. This chapter proposes an approach to analyzing data from customers' online reviews with their experiences to understand their emotional and psychological states after using Vietnamese hotel services. The Python language is used for statistical analysis of these data, and the Vander library measures customers' positive and negative views after the hotel service experience. The results show that most customers are satisfied with Vietnamese hotel services, and less than 10% are dissatisfied with aspects such as staff, price, check-in, and location.
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Meda, Lawrence, and Laila Mohebi. "Prepared to Teach Using Technology, but Not Prepared to Teach Online: A Case of Early Childhood Pre-service Teachers in the United Arab Emirates." Journal of Studies in Education 13, no. 4 (2023): 1. http://dx.doi.org/10.5296/jse.v13i4.21412.
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The global pandemic of COVID-19 has affected teacher training institutions across the globe and many of the pre-service teachers had to complete their field experiences online. The purpose of this article is to explore pre-service teachers’ preparedness to teach online, in the early childhood phase using technology. This paper is guided by two critical questions which focused on pre-service teachers’ experiences of conducting their field experience online and preparedness to teach young children using technology. Social Learning Theory was adopted as the theoretical framework for conducting the present study. The study was conducted using a qualitative case study within an interpretive paradigm. Twenty-five pre-service teachers were purposely selected to complete an open-ended questionnaire. Results revealed that pre-service teachers enjoyed online field experience because of its flexibility. In as much as they feel prepared to teach young children using technology on a face-to-face basis, the pre-service teachers paradoxically seem unprepared to teach online classes.
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Richards, Derek, Ladislav Timulak, Yvonne Tone, et al. "The experience of implementing, recruiting and screening for an online treatment for depression in a naturalistic setting." Counselling Psychology Review 24, no. 2 (2009): 52–63. http://dx.doi.org/10.53841/bpscpr.2009.24.2.52.
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At a time when the prevalence and severity of mental health difficulties presented at mental health services increases alongside a continuing demand on resources, services are beginning to look at new ways to innovate service delivery. Using technology to provide psychological treatments is relatively new, but has demonstrated positive results. Students are high users of the internet and related technologies and are of an age most associated with internet use for seeking health information and even treatments online. An online treatment for depression was implemented at the Student Counselling Service, Trinity College Dublin (TCD). The paper describes the online treatment, its implementation as a pilot and discusses the experiences both positive and challenging that were met in recruiting and screening participants. The experience will be useful and of interest to clinicians and researchers who may be considering similar online interventions as part of routine mental health service delivery.
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Leslie, Simon. "Online consulting. The experience of a commercial service." Journal of Telemedicine and Telecare 7, no. 2_suppl (2001): 78–82. http://dx.doi.org/10.1258/1357633011937236.
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Doctor Global Ltd began online consulting in April 1999. It was one of the first online medical consulting services in the world. Doctor Global does not derive a significant portion of its income from providing or supervising online consultations via its Website, although experience with enabling them has been important for the development of its core product, a consumer-oriented Web-based electronic medical record.
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Paul, Pinku, and Subhajit Bhattacharya. "Impact of banking functions on online investment intention in India: Examining the mediating role of service experience." Investment Management and Financial Innovations 21, no. 1 (2024): 131–45. http://dx.doi.org/10.21511/imfi.21(1).2024.11.
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The study aimed to determine the various antecedents of banking functions that may lead to consumers’ intention to use online banking channels for investment with the role of service experience in mediating the relationship between banking function, online investment intention, cost perception, and behavioral factors. Data were collected through an online survey to understand consumer perceptions and behavioral intentions among online banking users in India. The population of this study is Indian residents who are customers of banks providing online services. Purposive sampling and snowball sampling were used as sampling methods. The study used an online survey with a list-based sample frame using social media chat functions or messaging applications in which the Google forms link was shared. A total of 561 valid responses were successfully accumulated from 1,136 Google forms, indicating a response rate of 61.78%. The study employs SEM-PLS using PLS 2.0 software for data analysis. The results validated the direct effect of online investment intention through a bank on different components of banking channel function linkages: information and service awareness, transactional efficacy, trust, brand effect, convenience, and information technology support (p < 0.05). The findings also highlighted that customer service experience mediates the relationship between banking channel function and consumers’ investment intention through online banking channels, significantly impacting customers’ cost perception and behavioral factors (p < 0.05). The research implications are expected to improve the banking service experience of customers and might motivate them to use the online banking channel for investment.
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M Nabil Akmal and Thamrin Thamrin. "The Effect of E-Service Quality, E-Trust and E-Satisfaction on Repurchase Intention through Prior Online Experience as a Moderation Variable." International Journal of Economics and Management Research 4, no. 2 (2025): 576–89. https://doi.org/10.55606/ijemr.v4i2.397.
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This study aims to analyze the influence of e-service quality, e-trust, and e-satisfaction on the repurchase intention of Tokopedia marketplace customers in Padang City, and to examine the role of prior online experience as a moderating variable in this relationship.The study uses a quantitative approach with hypothesis testing to test the causal relationship between the independent and dependent variables. Based on the results of data analysis, it was found that e-service quality and e-satisfaction have a positive and significant effect on repurchase intention, while e-trust does not have a significant effect on repurchase intention. Regarding the role of prior online experience as a moderating variable, the results of the study show that previous online shopping experience is able to moderate (strengthen) the relationship between e-service quality and repurchase intention as well as the relationship between e-satisfaction and repurchase intention. However, prior online experience failed to moderate the relationship between e-trust and repurchase intention. Based on the results of the analysis, it shows that the quality of electronic services and customer satisfaction supported by previous positive experiences are key factors that drive repurchase intention on the Tokopedia marketplace, while consumer trust does not relatively affect repurchase intention in the context of this study.
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Lupita, Anggun, M. Yasin Ardhy, and Muhammad Fahruddin. "PERLINDUNGAN HUKUM TERHADAP KONSUMEN PENGGUNA JASA TRANSPORTASI ONLINE." Jurnal Hukum Jurisdictie 1, no. 2 (2019): 13–33. http://dx.doi.org/10.34005/jhj.v1i2.13.
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Anggun Lupita, 2018, Legal Protection against Users of Online Transportation Services, Thesis, Faculty of Law, Islamic University as-Shafi'iyah, Jakarta.
 This research aims to find out the implementation of legal protections for consumers of online transportation service users who experience losses or accidents and dispute resolution of users of online transportation services. The purpose of this study is to find out how to implement legal protections for consumers of online transportation service users who experience losses or accidents. Formulation of the problem: (1) How to implement legal protections against consumers of online transportation service users. (2) How to resolve disputes with users of online transportation services. Company PT. Go-Jek as an online transportation provider company must provide compensation or insurance to consumers of online transportation service users in the form of Go-Car who have an accident, stipulated in Article 237 of Law No. 22 of 2009 on Traffic and Road Transportation expressly requires public transportation companies to follow the accident insurance program as a form of responsibility for insurance guarantees for accident victims. In the implementation of legal protections for consumers of online transportation service users who have a Go-Car accident, PT. Go-Jek as a transportation provider of Go-Jek only provides compensation or insurance of Rp 10,000,000.00 and hospital costs of Rp 5,000,000.00, as a form of responsibility and compensation to consumers who have experienced accidents. In the settlement of disputes of users of online transportation services that occur in go-car accident cases in Manado that occur by consumers are out of court (non-litigation) or familially in accordance with the results of the agreement of the parties. The conclusion of this study according to the authors of the implementation of compensation in the form of compensation or insurance to consumers of go-car online transportation service users as victims of accidents is unfair and not in accordance with the Regulation of the Minister of Finance No. 16 of 2017 on Large Compensation and Mandatory Contribution of Road Traffic Accident Fund, compensation for victims of road traffic accidents.
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Michael, Michael, and Yokie Radnan Kristiyono. "THE IMPACT OF BRAND IMAGE, ADVERTISING, QUALITY OF SERVICE ON REPURCHASE INTENTION, AND ELECTRONIC WORD OF MOUTH MEDIATED BY CUSTOMER EXPERIENCE AT SHOPEE ONLINE STORE." Media Riset Bisnis & Manajemen 22, no. 2 (2024): 107–22. http://dx.doi.org/10.25105/mrbm.v22i2.15484.
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There is the goal of this study, namely to determine the effect of Brand Image on Consumer Experience, Advertising on Consumer Experience, Service Quality on Consumer Experience, Consumer Experience on Repurchase Intention, Consumer Experience on Electronic Word of Mouth, as well as knowing the effect of Consumer Experience that mediates Brand Image on Repurchase Intention, Consumer Experience mediating Advertising on Repurchase Intention, Consumer Experience mediating Service Quality on Repurchase Intention, Consumer Experience mediating Brand Image on Electronic Word of Mouth, Consumer Experience mediating Advertising on Electronic Word of Mouth, and Consumer Experience which mediates Service Quality in Electronic Word of MouthThe sample collection technique used in this study was non-probability sampling – purposive sampling. The results of testing the hypothesis indicate that all hypotheses are supported, namely: Brand Image has a positive influence on the Shopee online store Consumer Experience, Advertising has a positive influence on the Shopee online store Consumer Experience, Service Quality has a positive influence on the Shopee online store Consumer Experience, Consumer Experience has positive impact on Shopee online store Consumer Repurchase Intention, Consumer Experience has a positive effect on Shopee online store Consumer Electronic Word of Mouth, Consumer Experience positively mediates Brand Image on Shopee online store consumer Repurchase Intention, Consumer Experience positively mediates Advertising on Intention Shopee online shop Consumer Repurchase, Consumer Experience positively mediates Service Quality on Shopee online shop Consumer Repurchase Intention, Consumer Experience mediates positively Brand Image Electronic Word of Mouth Shope online shop Consumers, Consumer Experience positively mediates Advertising on the Electronic Word of Mouth of Shopee online store consumers, and Consumer Experience positively mediates Service Quality on the Electronic Word of Mouth of Shopee online store consumers
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Khan, Imran, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, and Zillur Rahman. "Brand engagement and experience in online services." Journal of Services Marketing 34, no. 2 (2019): 163–75. http://dx.doi.org/10.1108/jsm-03-2019-0106.
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Purpose The purpose of this study is to assess the mediating role of brand trust and commitment in the relationship of brand engagement and brand experience with brand loyalty in the online service context. Design/methodology/approach To achieve the study’s objective, 414 users of virtual service brands, predominantly in the online banking, airline and hotel sectors, were surveyed. Findings Both brand engagement and experience exert direct effects on brand trust and commitment, as well as indirect effects on brand commitment (via brand trust) and service brand loyalty (via brand commitment). Research limitations/implications This paper adds to the literature by incorporating brand engagement, experience, trust and commitment into a unifying framework. The framework emphasizes brand trust and commitment’s mediating role in the relationship that brand engagement and experience share with brand commitment and loyalty in the online service context. Practical implications Marketers should formulate online brand engagement and experience strategies that strengthen customer brand trust and commitment, which are expected to exert a significant brand loyalty-enhancing effect. Originality/value Brand engagement and experience were validated as key drivers of brand trust and commitment, thereby further substantiating their role as important strategic metrics. Moreover, the role of commitment as a mediating factor in the association between brand engagement and experience and their respective impact on brand loyalty has been verified. Although the findings suggest that improved brand engagement/experience contributes to brand loyalty, this effect transpires only though brand commitment.
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Keh, Hean Tat, and Jin Sun. "The Differential Effects of Online Peer Review and Expert Review on Service Evaluations." Journal of Service Research 21, no. 4 (2018): 474–89. http://dx.doi.org/10.1177/1094670518779456.
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The present research investigates the differential effects of online peer review and expert review on consumers’ evaluations of experience and credence services. We propose that these effects are mediated by consumers’ confidence in their service evaluation and moderated by information convergence. We conduct three studies to test our hypotheses. Study 1 shows that consumers evaluate experience (vs. credence) services more favorably when exposed to peer review (vs. expert review). Across the three studies, we show that the interaction effects between information source and service type on service evaluation are mediated by consumer confidence. Importantly, we identify the moderating role of information convergence on these effects (Studies 2 and 3). Convergent positive reviews substantiate the interaction effects between information source and service type on service evaluation. Interestingly, when consumers see mixed information from either similar or different sources, negative expert review has greater influence than negative peer review in lowering consumer confidence and their evaluations of both experience and credence services. These findings contribute to the literature on information processing in the services domain and also have significant practical implications on managing consumer expectations of third-party information.
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Kim, Yae-Ji, and Hak-Seon Kim. "The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews." Sustainability 14, no. 2 (2022): 848. http://dx.doi.org/10.3390/su14020848.
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With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.
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Kite, James, and Philayrath Phongsavan. "Insights for conducting real-time focus groups online using a web conferencing service." F1000Research 6 (June 12, 2017): 122. http://dx.doi.org/10.12688/f1000research.10427.2.
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Background: Online focus groups have been increasing in use over the last 2 decades, including in biomedical and health-related research. However, most of this research has made use of text-based services such as email, discussion boards, and chat rooms that do not replicate the experience of face-to-face focus groups. Web conferencing services have the potential to more closely match the face-to-face focus group experience, including important visual and aural cues. This paper provides critical reflections on using a web conferencing service to conduct online focus groups.Methods: We conducted both online and face-to-face focus groups as part of the same study. The online groups were conducted in real-time using the web conferencing service, Blackboard CollaborateTM. We used reflective practice to assess the similarities and differences in the conduct and content of the groups across the two platforms.Results: We found that further research using such services is warranted, particularly when working with hard-to-reach or geographically dispersed populations. The level of discussion and the quality of the data obtained was similar to that found in face-to-face groups. However, some issues remain, particularly in relation to managing technical issues experienced by participants and ensuring adequate recording quality to facilitate transcription and analysis.Conclusions: Our experience with using web conferencing for online focus groups suggests that they have the potential to offer a realistic and comparable alternative to face-to-face focus groups, especially for geographically dispersed populations such as rural and remote health practitioners. Further testing of these services is warranted but researchers should carefully consider the service they use to minimise the impact of technical difficulties.
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Nakulo, Bambang, Chanief Budi Setiawan, Rama Sahtyawan, and M. Abu Amar Al Badawi. "Analisis Quality of Service (QOS) pada Akses Game Online Menggunakan Standar Tiphon." Teknomatika: Jurnal Informatika dan Komputer 15, no. 1 (2021): 17–22. http://dx.doi.org/10.30989/teknomatika.v15i1.1130.
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The quality of internet service plays a crucial role in online gaming experiences. This study focuses on assessing the quality of internet services provided by 6 cellular cards in Indonesia using the TIPHON standard. The objective is to determine the suitability of these services for online gaming on a website. Data packets generated during online gaming sessions were captured using the Wireshark application in three different locations. The captured data was processed using the TIPHON standard formula to evaluate the quality of internet service provided by the 6 cellular cards. The analysis of the captured data revealed that three cellular cards, namely Telkomsel, XL, and Tri, demonstrated good performance in terms of providing a quality online gaming experience. The results were consistent across the three tested locations. Based on the TIPHON standard, the evaluation of 6 cellular cards in three different locations indicated that three of them (Telkomsel, XL, and Tri) offer suitable internet service for playing online games on the website.
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Alderson, Hannah, and Grace Davie. "Online worship: a learning experience." Theology 124, no. 1 (2021): 15–23. http://dx.doi.org/10.1177/0040571x20985697.
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To explore both the range and the implications of online worship, this article takes four very different examples, all of which originated in the Diocese of Exeter between March and July 2020. These were: a national service to mark the end of Mental Health Awareness Week; a range of cathedral worship; the experiences of an urban parish church; and a university chaplaincy. A short conclusion draws the threads together, sets them in a broader context, and asks what can be learned from these very varied experiences.
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Alisha, Edile Lobo, and Delrose Noronha Sonia. "Review on Factors Affecting Digital Citizen Experience While Using Online Government Services." International Journal of Case Studies in Business, IT, and Education (IJCSBE) 7, no. 3 (2023): 35–61. https://doi.org/10.5281/zenodo.8183898.
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<strong>Purpose: </strong><em>The Digital Citizen Experience is the Interaction between the government and citizens via various channels that generate mutual value. Governments can create meaningful experiences for individuals, communities, and businesses by merging organizing ideas and user experiences. As a result, value propositions and trust are created. Citizens and Government benefit from digital interactions in public services. These interactions assist municipalities in simplifying the citizen experience and engaging the community while ensuring public service continuity in times of crisis. Furthermore, automating ongoing tasks frees up employees to concentrate on citizens</em> <strong>Methodology:</strong> <em>This review study explores </em><em>factors affecting the citizen experience while using online government Services. </em><em>Data is obtained through secondary source from journal articles and scholarly /academic research publications.</em> <strong>Finding: </strong><em>This research review outcome will identify factors such as perceived usefulness, ease to use, product experience delivery responses times, technological, login, customer support and transactional experience affect digital citizen experience. With the, e-government initiatives implemented to provide timely completion of tasks, transparency, and accountability. To make most effective judgements when digital government services, practitioners must revise their strategies </em> <strong>Originality /Value:</strong> <em>Digital change in India has led to a new era of digital change, with information availability and openness allowing for the use of digital services. </em><em> This study investigates the link between citizen experience and online government services, which also includes </em><em>factors affecting Digital citizen experience while using online Citizen centric Services and </em><em>Current digital citizen Experience trends. </em> <strong>Paper type: </strong><em>Review paper</em>
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K, Shashikala, Ankur singh, Gulshan Kumar, Vrindwan Kumar, and Mahesh T R. "Online Service Booking Platform with Payment Integration." International Journal of Information Technology, Research and Applications 2, no. 2 (2023): 41–46. http://dx.doi.org/10.59461/ijitra.v2i2.54.
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This research work provides the design and development of an online service booking platform with payment integration. The platform is designed to enable users to book and pay for services such as plumbing and electrical services online from the comfort of their own homes. The system uses HTML, CSS, and PHP to create an intuitive user interface, as well as a secure payment gateway for online transactions. The platform is designed to provide better user experience and the system is designed for both mobile and desktop devices. The study concludes by providing a set of recommendations for future development of the platform, and discusses the potential benefits and challenges of online service booking platforms.
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Siti, Nur Noviyani Witayati, Dung Do Anh, and Yudha Sudrajad Oktofa. "Investigating Factors Influencing Customer Churn in the Online Bill Payment Services." International Journal of Current Science Research and Review 06, no. 07 (2023): 4638–45. https://doi.org/10.5281/zenodo.8167041.
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Abstract : In Indonesia’s growing digital economy, the high churn rate in online services, such as bill payment platforms, is a critical concern. An example is BillsXYZ, a pseudonym used in this research for confidentiality, where similar services are readily available, and customer switching is effortless. The study conducted an analysis of the external environment to gain insights into the competitive landscape of the market. Using the Theory of Planned Behavior, a framework including key elements like customer experience and satisfaction, price and promotions, service quality, social influence, brand image, ease of use, and features of the service. The research involved 110 survey participants and four detailed interviews. Key findings from the analysis indicate that while there is moderate satisfaction with the online bill payment service, there are areas that require improvement, including recurring payment failures, limited availability of certain payment methods, and insufficient awareness of certain features. To address these issues and enhance customer retention, recommendations were put forth, such as increasing feature awareness, improving service quality, and implementing strategic promotions. This study provides valuable insights for online bill payment services to improve customer retention strategies.
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Muhammad, Rahman Febliansa, Alfansi Lizar, Salim Muhartini, and Usman Berto. "The Mediating Role of Trust in Experiential Quality as a Determinant of Indonesian Online Buyers' Behavioral Intention." Journal of Economics, Finance And Management Studies 07, no. 04 (2024): 2076–183. https://doi.org/10.5281/zenodo.11072673.
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Merchants and sites that promote online businesses may face challenges in how to satisfy different online buyers. This research implies the organism-response (SOR) theory of stimuli, stimuli are considered as cognitive and affective reactions are organisms that measure online services and experiences in online purchases. This research is considered very important because the issue raised is how service failure, namely trust, is a phenomenon that is often heard about in this business. This research distributed 150 online questionnaires to a random sample of volunteers who had substantial online shopping experience from 15 provinces in Indonesia. The research results show that trust mediates the influence of experience quality on online buyers' behavioral intentions. The quality of experience directly influences behavioral intentions. For further research, other mediating variables need to be developed which are considered to support stimuli such as emotions and satisfaction. Big data is needed in consumer behavior segmentation.
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Kite, James, and Philayrath Phongsavan. "Insights for conducting real-time focus groups online using a web conferencing service." F1000Research 6 (February 9, 2017): 122. http://dx.doi.org/10.12688/f1000research.10427.1.
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Background Online focus groups have been increasing in use over the last 2 decades, including in biomedical and health-related research. However, most of this research has made use of text-based services such as email, discussion boards, and chat rooms, which do not replicate the experience of face-to-face focus groups. Web conferencing services have the potential to more closely match the face-to-face focus group experience, including important visual and aural cues. This paper provides critical reflections on using a web conferencing service to conduct online focus groups. Methods As part of a broader study, we conducted both online and face-to-face focus groups with participants. The online groups were conducted in real-time using the web conferencing service, Blackboard CollaborateTM. We used reflective practice to assess how the conduct and content of the groups were similar and how they differed across the two platforms. Results We found that further research using such services is warranted, particularly when working with hard-to-reach or geographically dispersed populations. The level of discussion and the quality of the data obtained was similar to that found in face-to-face groups. However, some issues remain, particularly in relation to managing technical issues experienced by participants and ensuring adequate recording quality to facilitate transcription and analysis. Conclusions Our experience with using web conferencing for online focus groups suggests that they have the potential to offer a realistic and comparable alternative to face-to-face focus groups, especially for geographically dispersed populations such as rural and remote health practitioners. Further testing of these services is warranted but researchers should carefully consider the service they use to minimise the impact of technical difficulties.
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Zahna Ashanti Trisnantya, Christian Wiradendi Wolor, and Darma Rika Swaramarinda. "The Influence Of Responsiveness And Ease Of Access To Online Administrative Services On Student Satisfaction At The Faculty Of Economics, Jakarta State University." International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM) 3, no. 1 (2025): 1620–27. https://doi.org/10.21009/isc-beam.013.124.
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This study aims to analyze the effect of responsiveness and ease of access to online administrative services on student satisfaction at the Faculty of Economics, State University of Jakarta. In this study, a qualitative approach is used to explore in depth the experiences, perceptions, and expectations of students towards online administrative services provided by the faculty. Data collection was conducted through in-depth interviews with four purposively selected students from the Faculty of Economics, Jakarta State University, as well as observation of the use of online services, and documentation. The research findings show that staff responsiveness in responding to student questions or complaints and the ease of access to the online service interface have an important role in shaping student satisfaction levels. The results of this study are expected to provide recommendations for the university to improve the quality of online administration services in order to create a better service experience and optimal satisfaction for students.
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Medved, S., and M. Rojnic-Kuzman. "Clinical experiences in low-resource settings: Experience from Croatia." European Psychiatry 64, S1 (2021): S47—S48. http://dx.doi.org/10.1192/j.eurpsy.2021.152.
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Croatian healthcare faced dramatic changes as a response to the ongoing pandemic, which further pressured financially loaded system. Besides, the capital of Croatia was hit by an earthquake that caused material damage and organizational difficulties. Contrary to the World Health Organization’s recommendations that mental health services are essential services to be maintained during the pandemic, there was severe disruption of utilization and accessibility to mental health services during the pandemic. In the beginning, the only services maintained were in-hospital and emergency services, while daily hospitals and ambulatory visits were disrupted. Psychiatric resources were not formally implemented in the treatment and management of COVID-19 and majority of mental health workers remained within the boundaries of psychiatric services. In the following period, some of the services reopened, with reorientation to online provision. However, the interference of services gradually occurred as the second wave started, with some psychiatric departments being repurposed for non-psychiatric use. Psychiatric care was organized in some of the COVID-19 departments as liaison service. Some of the psychiatric services offered consultation and prevention of burn-out for frontline personnel. Lastly, as the University hospital centre Zagreb was implementing the flexible assertive community treatment teams for persons with severe mental illness through the Large-scale implementation of community based mental health care for people with severe and enduring mental ill health in Europe (RECOVER-E) project in the period from 2018-2022, we investigated the effect of this service on the health outcomes during the pandemic and found it superior compared with the standard treatment.DisclosureNo significant relationships.
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Lee, Sangjae. "The Moderating Effects of Online Streaming Content Service Characteristics on Online Word-of-Mouth for Service Performance." Applied Sciences 13, no. 24 (2023): 13274. http://dx.doi.org/10.3390/app132413274.
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Online streaming contents are creating greater service uncertainty, as consumers need to experience such contents before making a decision to continue to purchase them. Few studies have investigated the interaction between eWOM (online word-of-mouth) and online streaming content service characteristics with regard to the performance of online streaming contents and explained how this interaction can promote the role of service characteristics in service performance outcomes or remedy service uncertainty attributable to these characteristics. Thus, in order to test the interaction effects, this paper examines the moderating effects of service (webtoon) characteristics (i.e., author experience, genre (drama or fantasy), completion, transfer to paid service, and publication time (Wednesday)) on the relationship between eWOM and certain online streaming contents’ service performance measures; in this case, the publication period and content gamification. Based on scrawled data from 154 webtoons published on Naver Webtoon, a multivariate regression analysis with interaction terms showed that author experience and genre interact with the number of reviews to affect gamification. The transfer to a paid service interacts crucially with review ratings and the number of reviews to influence both the publication period and gamification. Online streaming content completion and publication times are factors that interact with review ratings and thus affect the publication period. Service providers need to cope with service uncertainties when attempting to further their online streaming content service by considering the service characteristics as well as customers’ responses through eWOM.
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Lyna, Lyna, and Stefanny Ivon Prasetyo. "Pengaruh Website Quality, Customer Experience, dan Service Quality Terhadap Loyalitas Pelanggan Online Shop Lazada di Kota Surakarta." INVEST : Jurnal Inovasi Bisnis dan Akuntansi 2, no. 1 (2021): 53–63. http://dx.doi.org/10.55583/invest.v2i1.133.
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Penelitian ini bertujuan untuk mengetahui pengaruh website quality, customer experience, dan service quality terhadaployalitas pelanggan online shop Lazada di Kota Surakarta.Sehubungan dengan masalah tersebut, diajukan hipotesissebagai berikut, H1 : diduga Website Quality memiliki pengaruh secara parsial terhadap loyalitas pelanggan online shopLazada di Kota Surakarta, H2 : diduga Customer Experience memiliki pengaruh secara parsial terhadap loyalitaspelanggan online shop Lazada di Kota Surakarta, H3 : diduga Service Quality memiliki pengaruh secara parsial terhadaployalitas pelangan online shop Lazada di Kota Surakarta, H4 : diduga Website Quality, Customer Experince, dan Servive Quality memiliki pengaruh secara bersama-sama terhadap loyalitas pelanggan onine shop Lazada di Kota Surakarta. Penelitian ini menggunakan model regresi linear berganda : Y= b1X1+ b2X2+ b3X3+ e. Pengambilan sampelmenggunakan metode convenience sampling, dalam penelitian ini diambil 60 responden konsumen sebagai sampel danpengumpulan data menggunakan kuesioner. Data dianalisis menggunakan regresi linear berganda dengan menggunakan SPSS16.00. Hasil dari penelitian menunjukkan signifikansi nilai t dari variabel website quality pada loyalitas pelanggansebesar 0,000, variabel customer experience pada loyalitas pelanggan sebesar 0,690, variabel service quality padaloyalitas pelanggan sebesar 0,184.Signifikansi nilai F dari variabel website quality, customer experience, dan service quality pada loyalitas pelanggan sebesar 0,000. Hasil dari penelitian tersebut dapat disimpulkan bahwa variabel website quality berpengaruh terhadap loyalitas pelanggan, variabel customer experience tidak berpengaruh terhadap loyalitaspelanggan, dan service quality tidak berpengaruh terhadap loyalitas pelanggan.Semua variabel independen secarabersama-sama berpengaruh terhadap loyalitas pelanggan. Hasil dari penelitian yang dilakukan, Lazada perlu meningkatkan pelayanan yang diberikan kepada konsumen agar konsumen merasa puas sehingga konsumen akan tetap setia menggunakan Lazada untuk berbelanja secara online. Kata kunci : Website Quality, Customer Experience, Service Quality, dan Loyalitas Pelanggan.
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Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.
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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online and offline experiences. For omni-channel consistency at lower levels of customer experience quality, customers prefer consistency at higher levels of quality. For omni-channel inconsistency where offline customer experience quality is lower than that online, customers prefer omni-channel inconsistency, where offline customer experience quality is higher than that online. These findings produce not only theoretical contributions but also insightful suggestions for how customer experience can be taken into consideration in the promotion of a brand’s omni-channel service success.
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Chandra Soni, Dinesh. "CONCEPTUALIZING TOURIST JOURNEY: QUALITATIVE ANALYSIS OF TOURIST EXPERIENCES ON IRCTC." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 2, no. 1 (2011): 92–97. https://doi.org/10.61841/turcomat.v2i1.15229.
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The study examined tourist experiences on IRCTC by conducting qualitative content analysis of 100 online reviews which were divided into Pre-Trip, Entrance, Payment, and Post-Visit stages. The study showed both positive aspects of digital accessibility and affordability alongside negative aspects regarding ticket availability and station infrastructure alongside payment reliability and service consistency. The analysis identified essential improvement zones for digital performance alongside better customer assistance and standardized services which would strengthen overall passenger satisfaction. The study examined IRCTC as well as Tourist Journey and Railway Tourism through Online Booking and Qualitative Research to evaluate Customer Experience and Service Quality and Ticket Availability and Qualitative Tourism Research with Digital Payments and Travel Satisfaction and Tourism Experience in Indian Tourism. The research stated that how IRCTC excels at digital accessibility and affordable service but points out ticket availability issues along with station infrastructure problems and payment reliability concerns and service consistency problems. The satisfaction of passengers can be improved by implementing digital improvements and enhanced customer support with standardized services to address current gaps. Future investigations must combine quantitative research methods with international railway tourism frameworks to establish strategic service development plans.
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Izogo, Ernest Emeka, and Chanaka Jayawardhena. "Online shopping experience in an emerging e-retailing market." Journal of Research in Interactive Marketing 12, no. 2 (2018): 193–214. http://dx.doi.org/10.1108/jrim-02-2017-0015.
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PurposeWhile e-commerce has been widely cited as the new marketing frontier, thus necessitating the need to deliver seamless shopping experiences across various online channels to achieve success, very few firms have the well withal to clearly tie customer experience investments to marketing outcomes. Theoretically speaking, the understanding of the drivers and outcomes of online shopping experience especially group behavior is imprecise. Therefore, this paper aims to investigate the drivers and outcomes of online shopping experience (OSE).Design/methodology/approachA combination of netnography and conversation analysis was used on a pool of qualitative data generated from the Facebook page of a leading online retailer that has online presence in 11 African countries.FindingsTwo broad categories of OSE under seven drivers and five distinct behavioral outcomes of OSE emerged from the study. The two categories of OSE drivers, though unique, widely fit into the existing frameworks of OSE. The study also indicates that shoppers seize other shoppers’ reviews as a suitable platform to engage in a wide range of behaviors.Research limitations/implicationsThe main theoretical implications include the following: complaint handling is not only a behavioral construct but also a stimulator/driver of online shopping experience; consumer behavior is stimulated more by cognitive drivers; trust is an outcome of OSE which leads to not only electronic word of mouth but also external response to service failure; and shoppers perceive external response to service failure as the last resort and this last resort can be activated by regrets and poor internal response to service failure. The major limitation of this study is that the proposed conceptual model was not empirically tested. Future research is required to validate the model.Practical implicationsThe managerial implications of the findings are that in addition to providing superior shopping experience through enhancing the drivers of OSE identified in this study, online retailers must work assiduously to reduce incidents leading to service failures and promptly undertake service recovery actions whenever service failure occurs. Online retailers especially those operating in emerging markets will therefore benefit from their service recovery investments if they proactively install processes that enable them to promptly and satisfactorily recover failed services.Originality/valueThis paper contributes to service science research by proposing a unique belief-attitude-intention model of the drivers and outcomes of OSE on a relatively underexplored field. The proposed conceptual model advances the stimulus-organism-response framework, theory of planned behavior, satisfaction theories and shopping behavior literature in several directions.
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Hee Lee, Kyoung, and Boyoung Kim. "Brand effects of omnichannel-based pickup service on consumption value and service satisfaction." Innovative Marketing 17, no. 3 (2021): 124–34. http://dx.doi.org/10.21511/im.17(3).2021.10.
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As an online and offline integrated service of refund, replacement, and after-sales service, omnichannel is placing itself as a major service used in the online shopping market, as efficiency and an integrated operation system develop according to channel integration due to ICT development. Centered on young people who have recently put importance on in-store experience and direct experience, offline pickup service is reinforced beyond online delivery. This study aims to analyze the effects of a distribution company’s brand factors on customer consumption value and satisfaction targeting the omnichannel-based pickup service. The research model was designed to find out whether brand image, identity, attachment, and trust factors affect consumption satisfaction factors through the intervention of emotional and functional consumption value factors. This study targeted 324 consumers using Korea’s omnichannel-based pickup service and carried out a questionnaire survey. According to the analysis result, the brand image and brand identity had a positive (+) effect on the emotional value and functional value. Brand attachment and brand trust positively affected emotional value but the hypothesis on functional value was rejected. Hence, brand factors were confirmed to work on improving a consumer’s emotional value effectively.
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Shakhovskiy, Т. О., and N. Yu Vyatkina. "Studying consumer experience of purchasing medicines at the present stage." Glavvrač (Chief Medical Officer), no. 9 (September 20, 2023): 44–59. http://dx.doi.org/10.33920/med-03-2309-03.
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Modern services for searching and purchasing medicines have a variety of capabilities that make the Internet service convenient to use [1, 2]. It is noted that during the pandemic, consumers of online pharmacies began to use the drug delivery service more often, which prompted the active development of this area. In the post-pandemic period, the upward trend in the use of online pharmacies has continued, however, a significant proportion of consumers still prefer pickup from a conventional point of sale when ordering via digital technologies. The authors' research describes various consumer experiences of purchasing medicines in order to predict the creation of Internet services in the pharmacy segment of the pharmaceutical market.
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Rajbanshi, Menuka. "Factor Affecting Consumer Trust and Continuous Adoption of Online Financial Service in Kathmandu Valley." Nepalese Journal of Business 11, no. 4 (2024): 143–58. https://doi.org/10.3126/njb.v11i4.79740.
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The study examines the factor affecting consumer trust and continuous adoption of online financial service in Kathmandu Valley. Consumer trust and continuous adoption are selected as dependent variables. The selected independent variable are website design, reliability, responsiveness, online experience, and personalization. The primary source of data is used to assess the opinions of the respondents regarding website design, reliability, responsiveness, online experience, personalization and adoption of online financial services. The study is based on primary data of 400 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The correlation coefficients and regression models are estimated to test the significance and importance of different factors on consumer trust and continuous adoption of online financial service in Kathmandu Valley. The study showed that website design has a positive impact on consumer trust and continuous adoption. It means that better website design leads to continuous adoption of financial services. Likewise, reliability has a positive impact on consumer trust and continuous adoption. It shows that increase in reliability leads to continuous adoption of financial services. Furthermore, responsiveness has a positive impact on consumer trust and continuous adoption. It indicates that increase in responsiveness leads to continuous adoption of financial services. In contrast, online experience has a positive impact on consumer trust and continuous adoption. It indicates that better online experience leads to continuous adoption of financial services. Similarly, personalization has a positive impact on consumer trust and continuous adoption. It indicates that better facilities of personalization lead to continuous adoption of financial services.
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Bulkan, Utku, and Tasos Dagiuklas. "Predicting quality of experience for online video service provisioning." Multimedia Tools and Applications 78, no. 13 (2019): 18787–811. http://dx.doi.org/10.1007/s11042-019-7164-9.
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