Pragmatic Perspectives on the Measurement of Information Systems Service Quality

Kettinger, William J.; Lee, Choong C.

doi:10.2307/249421

Cited by 294 publications

(153 citation statements)

References 31 publications

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“…Further, to reduce consumers' risk with product/service, online vendors should build trust with consumers by giving them complete confidence on the product/service that they provide. We believe this can be achieved when online vendors improve the following service quality factors: (i) reliability: the ability to perform a promised service reliably and accurately; (ii) responsiveness: the willingness to assist customers and to provide prompt service; (iii) assurance: the knowledge and courtesy of employees and their ability to convey trust, and confidence; (iv) empathy: the caring attitude which provides individualized attention to customers (Kettinger and Lee 1997). In sum, firms providing products/services through e-Commerce should consider these contextual factors in order to facilitate consumer adoption behavior.…”

Section: Discussionmentioning

confidence: 99%

Risk-Focused E-Commerce Adoption Model: A Cross-Country Study

Park

Lee

Ahn

2004

Journal of Global Information Technology Management

116

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While e-Commerce has proliferated with the growth of the Internet, there have been insufficient research efforts concerning its status in Korea. The United States, in contrast, has made significant efforts in making empirical research on the consumer's adoption of e-Commerce. This paper validates the e-Commerce Adoption Model (e-CAM) on the two countries. e-CAM integrates the technology acceptance model with the theories of perceived risk to explain the eCommerce adoption. The study findings not only provide interim support for the generalizability of e-CAM, but also suggest that online firms should consider these contextual factors in order to facilitate consumers' adoption behavior.

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Section: Discussionmentioning

confidence: 99%

Risk-Focused E-Commerce Adoption Model: A Cross-Country Study

Park

Lee

Ahn

2004

Journal of Global Information Technology Management

116

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“…The primary value of SERVQUAL lies in its powerful benchmarking, diagnostic, and prescriptive tools (Kettinger & Lee, 1997). Notwithstanding its widespread impact on business and academia, SERVQUAL has been subjected to numerous criticisms, both the theoretical and operational aspects (Buttle, 1996).…”

Section: Empathymentioning

confidence: 99%

The Influence of Service Quality on Satisfaction: A Gender Comparison

Mokhlis¹

2012

PAR

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The purpose of this paper was to examine (1) the role of gender in predicting service quality perceptions and (2) the relationship between quality perceptions and satisfaction. The findings of this study were based on the empirical analysis of a sample of 234 respondents. Fifty three percent of the respondents (n = 124) were males while forty seven percent of the respondents were females (n = 110). The result generally support the hypothesis that gender affects service quality perceptions and the relative importance attached to dimensions of service quality. The study also revealed that that tangibles, reliability and responsiveness were critical service quality dimensions for determining satisfaction of both male and female customers.

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“…The study is based on the implementation procedures and methods of process reengineering, as proposed by BPR masters, such as Hammer and Champy (Hammer, 1990;Hammer & Champy 1993;Lowenthal, 1994;Kettinger, 1997). Starting with the definition and development of the concept of BPR, the author summarizes the types and procedures of BPR, as well as Porter's strategic positioning model, and incorporates the strategic basic elements of positioning, unique activities, trade-offs., and fit into BPR.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The study summarizes the implementation procedures and methods of process reengineering, as proposed by a large number of scholars (Hammer, 1990;Lowenthal, 1994;Kettinger, 1997;Wu, 1999;Harmon, 2007). In general, the main structure of the research procedure and method is divided on the basis of Hammer's four-stage BPR implementation method, as mentioned above; therefore, this study induces the scholars' main procedures and methods of introducing BPR, and puts forward the set of procedures and methods adopted by SH during BPR implementation, which includes three strategic stages and seven steps (See Figure 2), and serve as the analytical basis for the follow-up and strategic positioning integration of this study.…”

Section: Process Implementationmentioning

confidence: 99%

Construction of a Strategic Business Process Reengineering Model: Empirical Research on the After-sale Service Process of SH

Shia

Chang²

2017

IBR

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For the past decade, business process reengineering (BPR) has gradually evolved from a revolutionary principle, which provided enterprises with methods to eliminate problems, into a set of management approaches for enterprises to face unpredictable and uncontrollable circumstances. This study puts forward an integrated model, strategic business process reengineering model,, which focuses on analysis of the three stages of BPR, and explores how BPR develops into competitive advantage with strategic basic factors -positioning, unique activities, trade-offs and fit. The authors undertake SH, a famous Taiwanese brand of small appliance, for case study and analysis. The research results show that the process reengineering activities held after strategic positioning should be improved through unique activities and trade-offs, such as technology-oriented, cross-departmental labor integration and trade-offs, cross-departmental rotation and talent cultivation, and cross-organizational support for channel manufacturers in their training of technicians. During the activities, mutual fit would lead to a set of behavior system, where construction plays an essential role, as it is difficult to imitate in competitive advantage.

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Pragmatic Perspectives on the Measurement of Information Systems Service Quality

Cited by 294 publications

References 31 publications

Risk-Focused E-Commerce Adoption Model: A Cross-Country Study

Risk-Focused E-Commerce Adoption Model: A Cross-Country Study

The Influence of Service Quality on Satisfaction: A Gender Comparison

Construction of a Strategic Business Process Reengineering Model: Empirical Research on the After-sale Service Process of SH

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