...Computers in Human Behavior 26 (2010) 1296–1304 Contents lists available at ScienceDirect Computers in Human Behavior journal homepage: www.elsevier.com/locate/comphumbeh Antecedents of customer satisfaction with online banking in China: The effects of experience Cheolho Yoon * Dept. of Business Administration, Mokpo National University, Republic of Korea a r t i c l e i n f o a b s t r a c t This study investigates the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior research, the six antecedents of customer satisfaction – ease of use, design, speed, security, information content, and customer support service – are proposed, and the effects of experience on the relationships between these and customer satisfaction are analyzed using a structural multi-group (a high-experience group and a low-experience group) model. The results show that design, speed, security, information content, and customer support service have a significant influence on customer satisfaction in the high-experience group or the low-experience group, but ease of use does not have a significant influence on customer satisfaction in either of the groups. Also, the results relating to the influence of the level of customer experience reveal that the effects of design, security, speed, and information content on customer satisfaction were significantly...
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...Online shopping is ideal for the busy family on the go. I have found online shopping to be one of my family’s many staples. The variety of things that can be purchased online amazes me. I've purchased several items such as books, clothing, jewelry, furniture, electronics, airline tickets, booked hotels, the list goes on. Internet connections can be accessed at work, homes, schools, hospitals, restaurants, libraries and many other places, making online shopping readily available almost everywhere. The convenience of online shopping in this busy world cannot be overstated. The popularity of portable internet devices has made online shopping appealing to many busy moms including myself. I often shop online via smartphone and tablet pc. With my days being filled with sporting events, children’s’ school activities, homework, and several other activities, leaves little to no time for traditional shopping. Standing in long lines in department stores is not an option for my family and I. The ability to have access to many online items saves a lot time. Online shopping on the go is a huge asset to my active lifestyle. The internet offers a wide variety of items. It offers more than the average shopping mall and mega malls. Almost anything imaginable can be purchased online. Websites and retailers are rapidly increasing. The more websites available leads to more variety. As an avid online shopper I feel variety is extremely important. I have shopped household item to actual homes...
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...people can do a lot of things without going out, like paying bills, watching movies, study online and so on. Among those, the most attractive one for people is doing shopping online. Online shopping does have many advantages but everything has two sides, some people think that it also has many disadvantages. Online shopping attracts people because it has many advantages. Nowadays, more and more people, especially for the office worker, don’t have that much free time to go shopping they’re busy working, studying and doing other important things. So online shopping becomes the most convenient and best way for the office worker. Many people choose shopping online also because they can’t stand that crowded and noisy environment. For shopping online, they just need to choose the article they want and pay online, and then shopping is finished. To most people, shopping is not a hard and anguished job anymore, they can just stay at home, click the mouse, spend several minutes to get what they want without stepping out of the room or standing in line for checking. Well doing shopping online is not always a perfect thing, it also has disadvantages. It seems easy and quick, but there’s always a trap online. If you are careless, it will bring you some troubles. For example, if you order a cloth online, at the moment you get the item, you may find that the color is different from what you saw online, or the size is either too small or too big because it is not available to try on before...
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...between in store shopping and online shopping Over recent years the need for man to own and enjoy resources has increased tremendously. Due to this increase in demand manufacturers and producers have come up with different methods of making these more accessible and easier to own. In store shopping it goes back a long time, consumers are allowed to see what they want to buy and are not dependent on brand name. Online shopping on the other hand is the more modern method of goods exchange. Manufacturers now have online store where they advertise their goods to the public, consumers are able to buy these products without living the comfort of their homes. The reason why I have chosen this topic is because online and in store shopping is what is common and there are a lot of issues associated with them. In a modern society these days, as Internet technology has been developed people wants to buy their products online instead of going to in store shops to buy their products. Firms now have web pages for their company in other to advertise their products online and reduce crowds waiting in shops. What is in store shopping? In store shopping is a process by which individuals walk into a shop to buy goods and services while online shopping is a process by which individuals go to the internet to buy goods. They both have similarities and differences. There are a few similarities they both have in common. Firstly is satisfaction. When shopping online and in store you shop for different...
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...1.SWOT Analysis The SWOT analysis is a business analysis technique that your organization can perform for each of its products, services, and markets when deciding on the best way to achieve future growth. The process involves identifying the strengths and weaknesses of the organization, and opportunities and threats present in the market that it operates in. The first letter of each of these four factors creates the acronym SWOT. As a manager, your role in any strategic planning is likely to involve providing operational data to help assess the internal capabilities, and (depending on your job function) you may also be asked to provide market intelligence. The completion of a SWOT analysis should help you to decide which market segments offer you the best opportunities for success and profitable growth over the life cycle of your product or service. The SWOT analysis is a popular and versatile tool, but it involves a lot of subjective decision making at each stage. It should always be used as a guide rather than as a prescription and it is an iterative process. There is no such thing as a definitive SWOT for any particular organization because the strengths, weaknesses, opportunities, and threats depend to a large extent on the business objective under consideration. KEY POINTS 1. SWOT Analysis provides information that helps in synchronizing an organization’s resources and capabilities with the external environment in which the organization operates. ...
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...1. Introduction Online shopping is a kind of business where consumers can directly shop over the Internet. It has now evolved to become a valuable part of daily lives. According to the Times Magazine, many people now preferring shopping online has increased year by year (In Shopperscrib 2011). Online shopping has become popular because people have many other things to do in their busy life, and shopping online saves time in numerous ways. Statistics produced by Forrester Research Inc. (n.d.) suggest that 60% of consumers shop online at least quarterly. EBay and Amazon are the two most popular and trusted websites for shopping online. Online shopping brings benefits to consumers so it really is a good way to shop. 2. Lower Prices Research by the firm Synovate(n.d.) found that 67% of consumers feel lower prices as the main motivator for them to shop online, with the availability of free shipping the second most important factor. In most cases, when consumers buy from traditional stores, they have to accept the price that the vendor is charging them. This is not the case when it comes to online shopping. With online purchasing, consumers can find radically lower prices and cheapest deals. For example, a DVD player may cost $20 less than the usual retail price at certain online stores. This is because online stores have fewer operating and overhead costs such as no need pay rental costs and renovation costs, which leads to creating lower prices for the consumer. Consumers...
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...lower costs.” This essay will examine the possible problems that take place from the rapid growth of online shopping, propose reasonable solutions as well as evaluate these solutions. The rise of online stores appears to be one of the key factors that generate revenue of businesses. With the arrival of online shopping, it is claimed that offline sales in Europe are set to decrease by 1.4 percent in 2015, on the contrary, online sales increase by 18.4 percent. It indicates that overall retail sales in 2015 may rise by around two percent across the continent. Observing the UK alone, offline sales are set to decrease by 1.9 percent but overall retail will increase by 3.5 percent, according to Terrelonge, Z (2015). Even though, the use of online transactions for shopping become increasingly popular in this era; the electronic commerce also has two types of risks. First is product risk, the consumers need to examine a product before purchasing. Another type of risk is security risk, there appears to be a significant risk because all of the payment transactions are conducted over the internet and the consumers have to provide the personal information, such as payment details, phone number, email address and shipping address, which it may have a chance to become prey of cyber criminals. Therefore, this is a critical issue to consider for consumers when accessing a transaction online (Bhatnagar & Ghose, 2004). Though almost all recognize that a problem exists,...
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...possibilities of ethical and legal issues. Within human services there is continuously a worry about confidentiality and safety when networking with clients. Several clients require assistance but they do not recognize the issues related to preserving of confidentiality of their information. Therapy may be considered a client's maximum force in obtaining control of their problems they face during their lives. In current years therapy has evolved into a higher-level of treatment and can be taken online. Online therapy is cost effective, convenient, and helps with time management. On the web currently there are uncountable amounts of online therapy organizations available for individuals to benefit from, if needed. To obtain knowledge of the details of online therapy I have researched some of online therapy organizations to find out whom they serve, what they provide, moral and safety issues, and the disadvantages and advantages, and obligations of the professionals of online therapy. Licensed human services professional must not forget in order to counsel on the web, they are subject to the identical laws that standardize the practice of telemedicine and telehealth. Sunrise Counseling The first site I researched was with Sunrise Counseling. This content of this website was traditional and to the point. It was easy to maneuver and provided many topics. It listed examples of how individuals may feel and ways to respond to their situations. The website offered links...
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...Online gaming in the Philippines Background of the study Is the new generation of children will still be the hope of our country? This is the question that bother the minds of most researchers. In our generation children don’t care anymore on anybody. They are getting into addicting habits that they know that it’s wrong but they don’t care anymore. Alcohol , cigarettes, online addiction, drugs, premarital sex and other bad habits that can harm them. Not only their health are being affected and also there studies. Being addicted or playing “online games” on some internet café is one of the most bad habit of the youth and mostly guys but girl are also into it. This online game don’t pick any genders or age. You just need money to play this online games. They don’t care even if they spend all of their money on those games they only care about themselves what makes them happy. This games are so addicting that’s why the youth are getting addicted to it. As a researcher, were are thinking of ways on how to prove that “online gaming” are in the way of high school students in the Philippines. The ways that we are doing are research is through the library and using the internet to gather information. In that way we will know the answers to problems. Our desire is not only to know on how online gaming are affecting the studies of the high school student but our purpose is to let them all know that how important education is. We want inspire the youth to give time on their...
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...Online Shopping I) Introduction: Online shopping is a growing area of technology. Establishing a store on the Internet, allows for retailers to expand their market and reach out to consumers who may not otherwise visit the physical store. The convenience of online shopping is the main attraction for the consumers. Unique online payment systems offer easy and safe purchasing from other individuals. Electronic consumers exhibit different buying behaviors such as; cart abandonment. The benefits of shopping online also come with potential risks and dangers that consumers must be aware of. In the future, we can expect online stores to improve their technology tremendously, allowing for an easier and a more realistic shopping experience. II) Current Use: A company that wants to market their items online can establish an online store by developing a website. These stores usually consist of several department areas with the merchandize organized accordingly. The consumer may view the products’ picture, item details, materials, sizing, etc. If the consumer chooses to add the item to his or her virtual shopping cart, they are usually given the option to continue shopping or proceed to checkout. Once the consumer proceeds to checkout, the credit card transaction is completed and the item is prepared and shipped from the retailer to the consumer. Many physical retail stores have expanded their market by using the Internet. By having both a virtual store and a physical store...
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...------------------------------------------------- online shopping Research Report [Date] [Company name] [Company address] If online shopping simplifies people’s lives, then it would become increasingly popular. Table of Contents Foreword: 3 1. Introduction: 4 2. Methodology (Quantitative & Qualitative) 5 2.1 Questionnaire design 5 2.2 Participants 5 2.3 Procedure and Limitations 5 3. Interpretation of Results 6 4. Discussion 7 5. Conclusion 8 6. Recommendations 9 7. Reference List 10 8. Appendix A: Questionnaire 11 9. Appendix B: Detailed Results perform in Charts 14 9.1 Personal information and choices from online shops 14 9.1.1 Gender as a percentage. 14 9.1.2 Gender according to ages as a percentage. 14 9.1.3 Age Ranges 15 9.1.4 Personal choices from the online shops as a percentage. 15 9.2 Opinions about the convenience of online shopping 15 9.2.1 Online shop are available 24 hours a day so I can shop any time 16 9.2.2 Online shops provide various options of commodities 17 9.2.3 It is easy to make comparison with products from other websites. 18 9.2.4 Searching for a product is easy. 19 9.2.5 Accurate information about products is often provided on the website. 20 9.2.6 Delivery is on time. 21 9.2.7 Returning is not available or may take a long time to process. 22 9.3 Opinion about saving time and money from online shopping 23 9.3.1 Online shopping saves travel time. 23 9.3.2 Order...
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...1. Introduction Online shopping is a kind of business where consumers can directly shop over the Internet. It has now evolved to become a valuable part of daily lives. According to the Times Magazine, many people now preferring shopping online has increased year by year (In Shopperscrib 2011). Online shopping has become popular because people have many other things to do in their busy life, and shopping online saves time in numerous ways. Statistics produced by Forrester Research Inc. (n.d.) suggest that 60% of consumers shop online at least quarterly. EBay and Amazon are the two most popular and trusted websites for shopping online. Online shopping brings benefits to consumers so it really is a good way to shop. 2. Lower Prices Research by the firm Synovate(n.d.) found that 67% of consumers feel lower prices as the main motivator for them to shop online, with the availability of free shipping the second most important factor. In most cases, when consumers buy from traditional stores, they have to accept the price that the vendor is charging them. This is not the case when it comes to online shopping. With online purchasing, consumers can find radically lower prices and cheapest deals. For example, a DVD player may cost $20 less than the usual retail price at certain online stores. This is because online stores have fewer operating and overhead costs such as no need pay rental costs and renovation costs, which leads to creating lower prices for the consumer. Consumers also...
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...Online Supermarkets: Emerging Strategies And Business Models In The UK Irene Yousept, Feng Li University of Newcastle upon Tyne Business School, United Kingdom Irene.Yousept@ncl.ac.uk, Feng.Li@nc,.ac.uk Abstract The Internet has facilitated the emergence of new strategies and business models in several industries. In the UK, significant changes are happening in supermarket retailing with the introduction of online shopping, especially in terms of channel development and coordination, business scope redefinition, the development of fulfilment centre model and core processes, new ways of customer value creation, and online partnerships. In fact the role of online supermarket itself has undergone some significant changes in the last few years. Based on recent empirical evidence gathered in the UK, this paper will illustrate current developments in the strategies and business models of online supermarket retailing. The main evidence has been collected through an online survey of 6 online supermarkets and in-depth case studies of two leading players. Some of the tendencies are comparable to what happened in retail banking with the introduction of Internet banking, but other tendencies are unique to the supermarket retailing industry. This is a rapidly evolving area and further studies are clearly needed. 1 Introduction The Internet has facilitated the emergence of new business models in several industries. Previous research has revealed that the integrated models of...
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...end process) started to shift from real time market to digital market. All of the business today as we see is done over the internet and anything which is not there is meant to be wiped off. Ecommerce, the online shopping system has brought down political and physical barriers giving everyone in the world an equal playing ground for their market, everyone can put their products on sale through the e-stores (website dedicated to selling of product, a virtual store). Online shopping has ushered in a new era in the lives of young college- and office-goers. They end up buying all their necessary and not-so necessary items from online sites. With the options of cash-on-delivery, these sites have become all the more acceptable to many people. Online shopping or online retailing is a form of electronic commerce whereby consumers directly buy goods or services from a seller over the Internet without an intermediary service. An online shop, eshop, e-store, Internet shop, webshop, webstore, online store, or virtual store evokes the physical analogy of buying products or services at a bricks-and-mortar retailer or shopping centre. The process is called business-to-consumer (B2C) online shopping. When a business buys from another business it is called business-to-business (B2B) online shopping. [pic] HISTORY The history of ecommerce would rightly be back-tracked by the time people felt the need to send “interactive content” to be displayed on television and Videotex came into being...
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...Introduction Background Online Banking or Electronic Banking is a new but emerging technique in Bangladesh. it has not been long time that the banking sector of Bangladesh adopted automation but the positive thing is the speed of transformation that means the change is happening so fast and Bangladesh is adopting the modern method of banking appropriately. Since it has been launched, online banking is getting more and more popular. Online banking pioneers in Bangladesh are the multinational banks but other local banks (both the public and private) followed the trend almost in a paralleled way. A number of private as well as local banks are going online now considering the demand and necessity of fast banking. Online banking not only provides banking facility for 24 hours, moreover it helps countries to get attached with one another and helps to advance in trade and commerce. It actually helps to be interlinked, to go global and to stay updated with the current money and asset management techniques. The online banking is also referred as Electronic banking or Internet banking. As the world is going global so people from different countries are now getting engaged in business and other activities thus they now need very fast and easy access to bank accounts to fulfill the exchange formalities. In Bangladesh many banks have adopted online banking, these banks are HSBC, SCB, Citi Bank NA, Dutch Bangla Bank, City Bank, Bank Asia, Eastern Bank, Jamuna Bank, UCBL, AB Bank etc. All of...
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