Perkembangan teknologi informasi yang semakin canggih mendorong perubahan cara bertransaksi masyarakat menjadi serba Digital. Sektor perbankan memanfaatkan perkembangan tersebut untuk menciptakan sebuah aplikasi yaitu mobile-banking (m-banking). Dengan adanya mobile banking dapat melakukan transaksi dimanapun hanya dengan jaringan internet. PT Bank BTPN Tbk. merupakan salah satu menyediakan lay...

This article examines the determinants of service quality and continuance intention of online services. We proposed and empirically tested a model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government (eGovernment) service that enables citizens to file their taxes online. Our data were colle...

Purpose – The purpose of this paper is to present a multi-faceted summary and classification of the existing literature in the field of quality of service for e-government and outline the main components of a quality model for e-government services. Design/methodology/approach – Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerni...

Public administration, governed by bureaucratic structures built on rationale principles, that dominated the twentieth century, has failed to respond to the changing requirements of the present times. E-governance, which is a paradigm shift over the traditional approaches in public administration, means rendering of government services and information to the public using electronic means. This ...

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...

Service quality becomes the key bottleneck of the adoption of G2B e-government services. In this context, control is an important tool for e-government service providers to direct and coordinate the service process. Based on the control theory, we develop a conceptual model to understand how different control initiatives influence the service quality of G2B e-government services. A multi-method...

This study investigates into factors affecting the success of E-service using a research model grounded on the Updated DeLone and McLean Information System Success Model (DeLone & McLean, 2003). Fourteen factors originated from four constructs, i.e., system quality, information quality, service quality, and vendor dimensions, are included in our research model. Using the online music subscripti...

This chapter has a dual purpose: (1) to describe and systematise the state of the art of literature examining the quality of electronic service or e-Quality, and (2) to indicate possible routes for future investigation. Large growth potential is forecast for the provision of products and services via electronic channels (mainly, the Internet) (e.g. Evanschitzky et al. 2004). There is also ample...

Facebook is an online social networking service and as of September 2012, Facebook has over one billion active users. In the context of the store Facebook fan pages, few studies have examined the e-service quality dimensions, information quality and interaction constructs to predict brand image, customer satisfaction and purchase intention. The study attempts to develop the research model to in...

Since the advent of the Internet, B2C e-Commerce has grown substantially across the globe. Whilst much research has examined factors influencing adoption of e-commerce, not as many studies have investigated the postadoption phenomenon of success. Those studies that have investigated IS success and the extensions required to accommodate e-commerce have mainly been conceptual. Few have attempted ...