Data quality in collaborative commerce

Zhou, Duanning; Nakatani, Kazuo; Chuang, Ta Tao

doi:10.1504/ijiq.2011.040672

Cited by 6 publications

(5 citation statements)

References 22 publications

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Section: Discussionsupporting

confidence: 93%

“…Various studies conducted previously proved that the similar findings were observed on the influence of quality measures against the experience. The result of this study is in line with the findings of the previous study by Zhou et al (2011), which also analysed the quality parameters with the customer experience and found the hypotheses supported. Similar to the present study, a previous finding (Trivedi, 2019) also observed that there exists a significant role of chatbots service, information and system quality towards customer experience where perceived risk was considered to be on the moderating role in case of banking sector.…”

Section: Discussionsupporting

confidence: 91%

“…Anderson et al (1994) observed that an organization's performance is significantly more impacted by service quality, as it fosters client loyalty, raises satisfaction levels and increases buyer's intentions. Zhou et al (2011) studied about the factors affecting the success of the IS in service industries. In the same regard, it was found that the excellence in service quality outperformed other metric of qualities.…”

Section: Service Quality and Customer Experiencementioning

confidence: 99%

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Young adults’ experience of housing and real estate chatbots in India: effort expectancy moderated model

James

Joseph

Daniel

2023

IJHMA

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Purpose This study aims to recognize the role of information system (IS) model on young adults’ experience of housing and real estate chatbots. This model of IS takes into account the quality of information, the quality of system and the quality of service. Design/methodology/approach This study uses a sample frame for analysis which comprises young adult population in India, i.e. between the ages of 18 and 35. A questionnaire consisting of five components was used to collect information in a structured manner. The 386 responses thus collected were analysed using the structural equation model. Findings It was found that there is a significant influence of the quality of information, quality of system and quality of service on young adults’ experience of housing and real estate chatbots. The findings also showed that there is moderation role of effort expectancy between the quality parameters and young adults’ user experience of housing and real estate chatbots. Research limitations/implications This study focusses exclusively on the young adults from various parts of India. Future research can consider larger population categories across age groups and across sectors employing chatbots. Practical implications This study will enable in-depth understanding of IS model – quality dimensions’ relation with the user experience. In particular, housing and real estate organisations will profit from the expanded usage of artificial intelligence through chatbots for user correspondence and communication. Originality/value To the best of the authors’ knowledge, this study is first of its kind, as it investigates how IS model – quality dimensions affect the young adults’ experience of housing and real estate chatbots in India. This study also ventures into identifying the moderation role of effort expectancy between the quality dimensions as per IS model and young adults’ experience of housing and real estate chatbots. This study will be useful for the stakeholders of housing and real estate industry.

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Section: Discussionsupporting

confidence: 93%

Section: Discussionsupporting

confidence: 91%

Section: Service Quality and Customer Experiencementioning

confidence: 99%

See 1 more Smart Citation

Young adults’ experience of housing and real estate chatbots in India: effort expectancy moderated model

James

Joseph

Daniel

2023

IJHMA

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“…In addition, the conceptualization of service quality with "quick service, understanding customer problems and requests and providing customer support" may have affected the result in this way. This result contradicts the results of Mbama and Ezepue ( 2018 ), Zhou et al ( 2011 ) and Trivedi ( 2019 ) in the literature. Similarly, it is concluded that there is no significant relationship between perceived risk related to QR code m-payment and customer experience toward it.…”

Section: Discussion and Suggestionscontrasting

confidence: 80%

“…As the positive perception of users about information and system quality increases, so does QR code m-payment customer experience. The results are supported by Zhou et al ( 2011 ) and Trivedi ( 2019 ). Contrary to the proposed hypotheses, the results of the study indicate that service quality does not affect customer experience.…”

Section: Discussion and Suggestionssupporting

confidence: 78%

QR code m-payment from a customer experience perspective

Eren

2022

J Financ Serv Mark

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This study aimed to examine the effect of the quality dimensions of information system success model (ISSM), perceived risk, perceived transaction speed, and optimistic perspective on Quick Response (QR) code mobile payment (m-payment) experience. For this purpose, a survey was conducted in Turkey involving 207 adults who had experienced the QR code m-payment method. Partial least squares structural equation modeling (PLS-SEM) was used to investigate the relations between the variables. Research results showed that information quality, system quality, perceived transaction speed, and optimism significantly affected customer experience. However, service quality and perceived risk regarding QR code m-payment had no impact on customer experience. This study tried to reveal behavioral intentions of users in future by bringing together the concepts of ISSM and marketing, examining the QR code m-payment customer experience in the pandemic period with an integrative approach. In this context, the research has theoretical implications that extend ISSM toward improving technology-based financial services and omnichannel marketing.

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