An empirical study of factors affecting e-service satisfaction

2006 ◽  
Vol 25 (4) ◽  
pp. 279-291 ◽  
Author(s):  
Xiaoni Zhang ◽  
Victor Prybutok ◽  
Albert Huang
Keyword(s):  
Empirical Study ◽  
User Satisfaction ◽  
Business Processes ◽  
Service Satisfaction ◽  
The Internet ◽  
Factors Affecting ◽  
Perceived Security ◽  
Customer Services

E-service is the integration of business processes, policies, procedures, tools, technologies, and human efforts to facilitate both assisted and unassisted customer services in using the Internet and other networks. To examine factors affecting user satisfaction with e-services, a survey was conducted using a questionnaire. The questionnaire was based partially on existing studies, and was validated by a panel of researchers and industry experts. More than 700 usable responses to the questionnaire were collected and analyzed. The results showed that user satisfaction with e-services is correlated with perceived convenience, users' skills and experiences, and perceived security.

Factors Affecting Internet Banking Success

2013 ◽  
Vol 21 (2) ◽  
pp. 72-95 ◽  
Author(s):  
Aries Susanto ◽  
Hwansoo Lee ◽  
Hangjung Zo ◽  
Andrew P. Ciganek
Keyword(s):  
User Satisfaction ◽  
Large Scale ◽  
Internet Banking ◽  
Security And Privacy ◽  
Factors Affecting ◽  
Privacy Concerns ◽  
Perceived Security ◽  
Use Of Internet ◽  
Internet Banking Services

Internet banking is a prominent example of Internet-based applications. Previous research has found that satisfaction, trust, commitment, and loyalty are important factors for Internet banking success. Resistance to adopt Internet banking is often attributed to the role of trust, security, and privacy in e-commerce systems. This study proposes a framework to examine behaviors toward Internet banking services in Indonesia and South Korea. A research model was empirically tested with data captured in a large-scale study. The results show that Indonesians’ use of Internet banking is strongly influenced by perceived security, while Koreans use of Internet banking is strongly influenced by privacy concerns. Trust and user satisfaction have a greater influence on loyalty for Indonesians while commitment has a greater influence on loyalty for Koreans. The study develops related conclusions including a discussion of the research implications.

scholarly journals ERP Solution and End-user Efficiency in Bosnia and Herzegovina

TEM Journal ◽  
2020 ◽  
pp. 1562-1570
Author(s):  
Zaimović Tarik ◽  
Kozić Muharem ◽  
Mudrov Tarik
Keyword(s):  
User Satisfaction ◽  
Business Processes ◽  
Erp Systems ◽  
End User ◽  
Factors Affecting ◽  
Erp System ◽  
Number Of Factors ◽  
Complex Process ◽  
Training Quality ◽  
User Expectations

Over the past decades, the ERP systems have become indispensable in business processes, particularly in the planning and handling of company resources. At the same time, the ERP system implementation remains a complex process involving a number of factors affecting the quality final solution. This paper aims to measure the end-user satisfaction with an ERP system as it directly affects their efficiency, and thus the ERP system efficiency in achieving the goals and objectives of the company. End-user expectations and attitudes play an important, if not crucial, role in ERP implementation success. In this paper, the user satisfaction was measured through six different user efficiency factors: compatibility, complexity, training, quality of support, adaptation to the needs, and feeling of reliability. The factors were measured comparing SAP solutions and localdeveloped ERP systems. The conducted research has shown statistically significant results indicating that SAP is better accepted ERP solution by the users than observed local solutions.

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