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Artykuły w czasopismach na temat „Online service experience”

Autor: Grafiati

Data publikacji: 3 czerwca 2025

Data aktualizacji: 31 lipca 2025

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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 pr

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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 l

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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 h

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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.

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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

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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

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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 ser

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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

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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

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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 unde

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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 us

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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 service

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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

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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 impo

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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

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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

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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 relat

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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 custom

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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 ap

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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, a

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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

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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 th

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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

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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 sa

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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 s

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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

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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 Exper

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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). R

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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 serv

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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,

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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 conducte

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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 o

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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 cr

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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

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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

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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

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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

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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 documen

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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, whil

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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

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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 sh

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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 a

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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 satisfacti

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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 netnograph

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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 o

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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 ex

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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 achie

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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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