Pricing e-service quality risk in financial services

Benaroch, Michel; Appari, Ajit

doi:10.1016/j.elerap.2010.11.007

Cited by 19 publications

(14 citation statements)

References 51 publications

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“…Several previous studies have examined e-services in financial service industries (e.g., Benaroch & Appari, 2011;, which was selected for this study because the involved activities and e-service processes reflect the competitive climate that encourages firms to innovate using internet technologies to achieve a competitive advantage.…”

Section: Quantitative Survey Collectionmentioning

confidence: 99%

Co-creating e-service innovations: Theory, practice, and impact on firm performance

Chuang

Lin

2015

International Journal of Information Management

104

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Section: Quantitative Survey Collectionmentioning

confidence: 99%

Co-creating e-service innovations: Theory, practice, and impact on firm performance

Chuang

Lin

2015

International Journal of Information Management

104

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“…Kim [45] collects information on the characteristics that determine the level of quality in e-commerce, analyzing the literature that is rich on the subject. Analyzing this paper, as well as other papers [17,43], one could indicate a group of factors that are most often described as those that most affect customer satisfaction in e-commerce, among which are the website, its operation and content, customer relationships, reliability, attractive prices, a wide range of products, and returns and payment methods. Among e-commerce factors that are related to sustainable development, and which are presented in [20,[54][55][56][57][58][59][60][61][62][63][64], one should mention, among others, packaging waste, transport, CSR, lower poverty, access to goods, wide offers, fixed defects, and problems with general well-being.…”

Section: Research Descriptionmentioning

confidence: 94%

“…An important feature of e-commerce is that customers during online shopping pay special attention to the sales platform and its operation [43]. Schmidt et al emphasized that a well-designed website and excellent customer experience are the main factors behind the success of e-business luxury brands [44].…”

Section: Service Quality In E-commercementioning

confidence: 99%

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

Ingaldi

Ulewicz

2019

Sustainability

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Personalization, mobility, deliveries on the same day, and perhaps artificial intelligence—all of these elements will shape e-commerce in the near future. It is necessary to consider what features and standards online shops will have to meet in order to achieve success and to adapt to the changing preferences and requirements of the customer and their awareness of the perception of the environment through the prism of, for example, sustainable development. This means there is a need to specify a set of attributes that will influence the decision to use the services of a given e-shop. Despite all efforts, many online shops fail because they do not meet the expectations of customers. At the same time, meeting customer expectations is a big challenge for newly emerging e-shops. There are many studies on sustainable development in e-commerce, but there is no specific methodology for e-shop design, especially in the aspect of sustainable development. The authors propose a methodology based on Kano’s model and customer satisfaction to explore customers’ stated needs and unstated desires and to divided them into different groups with different impacts on customer satisfaction. In this paper, a case study on the attributes of customer satisfaction for a newly opened e-shop with organic products, which is to operate in the countries of Central Europe and takes into account selected assumptions of sustainable development, was presented. The research took the form of an original (authorial), universal survey that can be used in other similar research. A total of 1069 correctly completed surveys were taken into account for the analysis. Respondents indicated 16 must-have features for the e-shop in order to make customers benefit from its services and 11 one-dimensional features that will determine the level of customer satisfaction. Among the must-have features, there were those related to sustainable development, which indicates the environmental awareness of potential customers. The obtained results were given to the management of the research e-shop and were included during the design of its operation. After one to two years of e-shop operation, the results will be verified.

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“…A payment method must be not restricted to the company that created the value which can be used in different countries or exchanged for currency in equal value. Economic needs deal also with financial risks [11], because consumers and merchants are very concerned about the degree of security involved in online transactions. So, in addition to security measures guaranteed by technological aspects, a payment system must anticipate the case when consumer card information are stolen or when a financial partner goes bankrupt.…”

Section: B2 Economic Requirementsmentioning

confidence: 99%

Integration of new electronic payment systems into B2C internet commerce

Abdellaoui

Pasquet

Olivier

2011

2011 International Conference on Collaboration Technologies and Systems (CTS)

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E-commerce has witnessed a considerable growth during last years which has created new financial needs and new payment scenarios. But despite this growth, not all payment instruments are online yet and bank payment card (credit cards, smart cards) still the primary mean of online payment today. Obviously, this is related to many payment system integration problems therefore merchants can not accept easily a new payment instrument instead of the bank card. In this paper we propose a new way to integrate a payment system that resolves many integration issues while guaranteeing payment system requirements.

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Pricing e-service quality risk in financial services

Cited by 19 publications

References 51 publications

Co-creating e-service innovations: Theory, practice, and impact on firm performance

Co-creating e-service innovations: Theory, practice, and impact on firm performance

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

Integration of new electronic payment systems into B2C internet commerce

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