Research on the Relationship Between Service Guarantee Perception and Customer Value in the Chinese Context

As an excellent management tool, service guarantee can improve the competitive advantage of enterprises and allow consumers to obtain high-quality products and services. However, in the current Chinese context, this tool has not played its proper function. One important reason is the perception deviation of Chinese consumers. This research analyzes the main reasons for this deviation, puts forward related hypotheses and research models, and discusses the influence of disposition to trust of contract, perceived structural assurance (PSA), and subjective norm on service guarantee perception (SGP). Also, this study discusses SGP of customers through perceived risk and quality. Through the verification of 574 sample data, the main conclusions are as follows: (1) Disposition to trust of contract, subjective norms, and PSA significantly affect SGP positively; (2) SGP positively affects customer value (CUV); and (3) SGP s are obviously different between people of different ages, education levels, and income levels. Hopefully, these conclusions can have the following enlightenment to enterprises serving Chinese consumers: (1) in the designing stage of service guarantee, perception of customers of this guarantee should be a consideration; (2) CUV can be a proper direction if an enterprise wish to lead the guarantee perception of the customer; (3) Not all products need the same level of service guarantee; and (4)The proper service guarantee level depends on various statistical characteristics of target customers of the service.

Human Resources Information Systems Implementation and Influences in Higher Education

The research seeks to develop and test a theoretical model to explain the implementation and influences of human resource information systems (HRIS's) for a Malaysian higher education institution. Data was gathered from 103 respondents in the institution using a survey questionnaire. Results show that system factor, through information quality, and institution-based trust, through situational normality and structural assurance, contribute to user satisfaction. User satisfaction and situational normality predict user-perceived HRIS benefits. Findings aid researchers and practitioners in human resource function when explaining user-perceived benefits and satisfaction with HRIS implementation. The research advances understanding of the role of HRIS in supporting human capital performance and enhancing productivity.

What attracts me or prevents me from mobile shopping? An adapted UTAUT2 model empirical research on behavioral intentions of aspirant young consumers in Pakistan

PurposeAcceptance and use of mobile shopping as the preferred shopping medium is becoming the new normal today. The proliferation of mobile shopping practices follows unsteady growth patterns in different countries. Despite challenges of price, quality and privacy matters, young consumers still lead the race to engage in mobile shopping activity in developing countries. This research investigates the determinants that either support or hinder the mobile shopping intentions of aspirant young consumers in Pakistan.Design/methodology/approachThe present research applies a consumer-centric approach to the technology adoption framework to unearth the behavioral patterns of these young consumers in Pakistan. Employing the structural equation modeling technique, this research examines the significant effect of structural assurance, perceived risk, trust and various unified theory of acceptance and use of technology (UTAUT) model constructs on behavioral intention to engage in mobile shopping.FindingsThis research examines the significant effect of structural assurance, perceived risk, trust and various UTAUT model constructs on behavioral intention to engage in mobile shopping. Results also demonstrate a significant moderating effect of structural assurance and prior shopping experience on the relationship between perceived risk, trust and mobile shopping intentions. Further, the mobile shopping patterns for the male and female segment indicate a significant difference for perceived risk, trust structural assurance and social influence. The research contributes to the growing body of knowledge which advocates the application of consumer-centric customized model approach to explore various factors that either facilitate or impede the adoption of mobile shopping in a developing economy.Research limitations/implicationsThe study validates the need to enforce structural assurance mechanism for facilitating mobile shopping in a developing country. It also offers practical implications for online businesses and marketers striving to attract and retain more mobile customers.Practical implicationsThe study offers practical implications for online businesses and marketers striving to attract and retain more mobile customers.Originality/valueThis study offers fresh insights about driving elements and impediments of mobile shopping behavioral intentions. Structural assurance and prior shopping experience appear to influence the mobile shopping behavior through direct and indirect effect.

Do We Need Trust Transfer Mechanisms? An M-Commerce Adoption Perspective

This study aimed to provide a comprehensive analysis of the factors that determine and shape consumers’ behavioral intention to adopt mobile commerce (m-commerce). By integrating the core constructs from the Unified Theory of Acceptance and Use of Technology (UTAUT), together with the trust-building mechanisms, this study explored the importance of the institutional mechanisms and their moderating effects between trust in the vendors and intention to adopt m-commerce. Traditionally, the effects of institutional mechanisms on trust and adoption intention have been considered separately in different study contexts. The purpose of this study was to extend the literature by simultaneously exploring two institutional mechanisms that are conceptually highly similar to each other, namely, structural assurance (SA) and perceived effectiveness of e-commerce institutional mechanisms (PEEIM). A self-administered survey was used to collect data, which were analyzed using partial least squares structural equation modelling (PLS-SEM). The results revealed that most of the constructs examined have significant relationships with the intention to adopt m-commerce. Additionally, PEEIM exhibits a significant moderating effect but SA does not. This study delineates how trust-building mechanisms play important roles in increasing consumers’ confidence in order to promote m-commerce adoption.

Persepsi Generasi Milenial Terhadap Platform Peer-To-Peer Lending Berdasarkan Karakteristik Demografi

Peer-To-Peer (P2P) lending merupakan salah satu bentuk inovasi layanan keuangan yang sedang berkembang di Indonesia. Selain memberikan solusi kepada peminjam yang memiliki keterbatasan akses keuangan formal, P2P lending juga berperan sebagai alternatif investasi dalam bentuk pembiayaan. Saat ini, generasi milenial merupakan komunitas usia produktif yang diharapkan sudah mandiri secara finansial. Penelitian ini bertujuan menganalisis persepsi milenial mengenai P2P lending dengan mempertimbangkan hubungan serta perbedaan persepsi berdasarkan karakteristik demografi. Teknik pengambilan sampel dilakukan dengan cara non-probability sampling dan didapatkan 254 responden. Terdapat delapan indikator berdasarkan perceived reputation, perceived structural assurance, perceived information quality, dan perceived risk pada platform P2P lending yang menjadi perhatian untuk ditingkatkan. Selain itu, jenis kelamin, usia, pekerjaan, penghasilan memiliki hubungan dengan tujuh indikator, sedangkan pendidikan tidak memiliki hubungan. Sementara itu, jenis kelamin, pendidikan, dan penghasilan responden memiliki perbedaan persepsi yang signifikan terhadap tiga indikator. Implikasi manajerial yang dapat dilakukan oleh penyelenggara diantaranya meningkatkan layanan, menyediakan laporan berkala tentang penggunaan dana yang sudah diinvestasikan, menginformasikan secara jelas bagaimana informasi privasi calon investor akan digunakan, melakukan kerja sama dengan bank kustodian untuk meningkatkan perlindungan dana investasi, dan mempertimbangkan karakteristik demografi generasi milenial sebagai acuan untuk meningkatkan persepsi menggunakan platform P2P lending.

Analysis of Factors Affecting Trust on the Use of FinTech (P2P Lending) in Indonesia

Since 2016 the P2P Lending industry has begun to develop in Indonesia. Peer to Peer Lending (P2P Lending) is a new alternative to getting funds in the form of money loans to individuals or investors. Fintech P2P Lending provides convenience through a simple and fast service. Its features can be accessed by anyone, anytime, anywhere. On the other hand, investors or lenders have investment alternatives with attractive returns. So that it quickly spread to all segments of Indonesian society. The purpose of this research is to analyze what factors can influence trust in using of P2P Lending in Indonesia. The difference between this study and previous research is that there is no research that focuses on trust in the use of FinTech, especially P2P Lending in Indonesia. This research is a type of quantitative research that used is primary data obtained by distributing questionnaires directly to Indonesians. The samples taken by Simple Random Sampling Technique and obtained 400 respondents as user fintech. And the statistical analysis used in this study is multiple regression and using SPSS 23 program. Based on the result, this study showed that the variable of structural assurance, easy of use, and brand image were significant on trust in using FinTech, meanwhile the variable of integrity was not significant on trust in using FinTech.

Trust and Continuance of Mobile Payment Use Intention

The interactive nature of the internet has created many opportunities for mobile payment usage. In certain age groups and geographies, mobile payments have already unseated traditional means of effecting payment. In this study, 1,351 mobile payment users in Ghana were sampled using a structured questionnaire to investigate their intention to continue to use mobile payments technologies. The results showed that vendor reputation, word-of-mouth, and structural assurance significantly contribute to imbuing trust in mobile payment technology customers. When high levels of trust become identified with a brand, high numbers of customers choose to continue to use their current choice of mobile payment technology.

Listening to bank customers: the meaning of trust

Purpose In banking services, trust is crucial to any relational exchange situation. Using the example of Israeli banks, the main research question driving this paper is – What are the reasons for trusting or not trusting banks? To date, few studies have examined the reasons of ongoing low trust during so-called “normal times”. Design/methodology/approach This paper is unique in approaching the study of customer trust in banks through qualitative analysis by using the interdisciplinary trust approach. Findings The results offer important insights regarding situational normality, structural assurance and customers’ tendencies to trust the bank. The insights about trust derived from this complicated relationship between customers and banks reveals that customers grow dissatisfied and their level of trust consequently decreases when they perceive an imbalance in the exchange relationship with their bank. Originality/value This study provides novel insights into hidden attitudes and feelings behind each component of trust beliefs in the bank–customer trust relationship through interdisciplinary trust perspective.