Electronic Service Quality

This paper concentrate on how far commercial banks in Sri Lanka have been adapted to online banking facilities and its impact on brand loyalty among professional customers. The main research objective of the study is to identify the level of influence made by online banking facilities on brand loyalty of the professional customers in commercial banking sector. The findings revealed that perceived value and trustworthiness influence the brand loyalty among professional customers than the customer satisfaction on brand loyalty. This is in line with an empirical study supporting the notion that trust and other security beliefs influence consumers' intent to purchase goods over the internet and that perception of internet security influence potential purchasing behavior. Bank management can transform their branches with technology to serve their customers better. This could strengthen the bond with customers and make them more committed to continuing to use the online banking services.

Analyzing the factors affecting customer satisfaction in banking industry and adopting appropriate policies about these factors, is one of the effective ways for attracting customer trust and making them loyal. This research has focused on studying the factors affecting customer satisfaction in traditional and electronic banking industry to recognize which factors lead to customer satisfaction. So, first through the review of literature, some factors have been extracted such as, traditional service quality, electronic service quality, customer satisfaction, customer loyalty and customer trust. Based on these factors structural equation modeling has been formed. The statistical population of the study is the customers of one of the state banks among which 297 people were selected as a sample. The data have been analyzed with the structural equation modeling using AMOS software. The results of the analysis show that the electronic service quality and only two dimensions of traditional service quality including empathy and tangibility affect customer satisfaction. Also, the effect of customer satisfaction on customer trust and loyalty because of government support and old creditably of the bank under study has been confirmed.

Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E-S-QUAL and its factor structure in the context of e-commerce in Greece. Also, to investigates the effects of E-S-QUAL factors on customer perceived overall quality, value and loyalty.

Design/methodology/approach – Field research was conducted by using a structured questionnaire, utilizing the E-S-QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions.

Findings – The analysis of the research data confirmed the four factor structure of E-S-QUAL in the context of e-commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value.

Originality/value – The present study contributes to the examination of E-S-QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.

Abstract Purpose-Technology adoption is a great challenge in the banking sector of Pakistan. A recent report issued by state bank of Pakistan revealed that there is a squeak growth, only 3 percent, in internet banking adoption. In order to effectively delve into the issue of internet banking adoption, the purpose of this paper is to use unified theory of acceptance and use of technology factors, namely performance expectancy and effort expectancy and e-service quality (E-SQ), as theoretical lens for this study. Design/methodology/approach-The research model was empirically tested using 398 valid responses from customers of commercial banks in Pakistan. The theoretical model was tested using structural equation modeling. Findings-Findings indicate that performance expectancy, effort expectancy, website design, customer service, assurance and reliability have direct influence on user intention to adopt internet banking. Results revealed that approximately 79 percent of variance in user intention to adopt internet banking was explained by predictors. In addition, the mediating role of performance expectancy and effort expectancy among website design, customer service and user intention was also confirmed. Practical implications-For researchers, this study provides a base of integrated technology model and it suggests using this model in other online domains such as mobile payment and online web-shopping for further refinement. For policymakers, understanding the key constructs is important to design, refine and implement new internet banking website that, in turn, will boost internet banking adoption trend among users of commercial banks. Originality/value-This paper makes a unique contribution toward information system and services marketing literature. The study schematized that website design, customer service, assurance and reliability are the key dimensions of E-SQ and significantly influence the user intention to adopt internet banking.

Teknolojinin her geçen gün gelişimi ve yaygınlaşmasıyla birlikte işletmeler de her alanda teknolojinin sağladığı avantajlardan yararlanmak istemektedirler. Özellikle rekabette üstünlük kurarak pazarda daha çok pay sahibi olabilmek için işletmeler artık teknolojik alt yapıya büyük yatırım yapmaktadırlar. Günümüzde işletmeler için artık en değerli şeylerden biri, teknolojinin de yardımıyla büyük veri, bulut teknolojisi gibi sistemler vasıtasıyla tüketicilerden elde edilecek veriler doğrultusunda izlenecek satış stratejileri olmuştur.
Bulut bilişim, gerçek zamanlı, internet altyapısına sahip teknoloji servisleri ve kaynakları olarak ifade edilmektedir (Kalafat, 2015, s. 16). Bulut bilişimde, kullanıcılar bir sunucu içerisinde depolanan veri ve yazılımlara web servisleri veya web tarayıcı benzeri yazılımlarla ulaşabilirler (Gruman ve Knorr, 2008). Bulut bilişimin birçok avantajlarının yanı sıra günümüzde işletmeler için en önemli unsurlardan biri olan hizmet kalitesine de oldukça önemli katkıları bulunmaktadır. Yapılan bu çalışmada kalitatif araştırma yöntemleri kullanılmış ve günümüz işletmeleri için yeni sayılabilecek bulut teknolojisinin, işletmeler için özellikle çok önemli bir unsur olan hizmet kalitesi hususunda ne denli faydalar sağlayabileceğine dikkat çekilmeye çalışılmıştır.

Master thesis analyses the user preferences of e-services in the tourism area for implementation in X enterprise, discusses the existing e-services and its quality measures, information sources in the tourism area, provides full monitoring of real-time virtual tour e-service by example of an e-tour operator company, and presents the quantitative criteria of user preferences by asking international students. Master’s thesis consists of three parts. The first section analyses the theoretical aspects of e-services in the tourism sector, online information sources and the attributes affecting e-service quality. The second section analyses technological innovation in e-tourism and e-tour operators, Georama real-time virtual tour platform, its key features and comparing with attributes affecting e-service quality. The third section provides users’ view analysis by the preferences of e-services in the tourism area for implementation in X enterprise.

ÖZ İnternetin hızla gelişmesi, klasik pazarlama anlayışına ek olarak internet üzerinden alışverişin de son yıllarda günlük hayatın vazgeçilmez bir parçası haline gelmesine sebep olmuştur. Tüketicilerin giderek daha bilinçli hale gelmeleri, daha kaliteli hizmetler talep etmelerine neden olmaktadır. Bunun sonucunda internette faaliyet gösteren işletmelerin hizmet kalitelerini geliştirmeleri kaçınılmaz hale gelmiştir. Bu çalışmanın amacı, online giyim sitelerinde hizmet kalitesini etkileyen öncüller arasındaki ilişkileri " yapısal eşitlik modelleme " ile tespit ederek, online giyim işletmeleri tarafından rekabetçi stratejiler geliştirilmesine yardımcı olmaktır. Sonuçlar; özellikle " Müşteri Tatmini " ve " Müşteri Bağlılığı " öncülleri başta olmak üzere, " Hizmet Kolaylığı " , " Algılanan Kontrol " , " Müşteri Hizmeti " ve " Hizmetin Yerine Getirilmesi " öncüllerinin online hizmet kalitesinde önemli rol oynadıklarını göstermektedir. ABSTRACT Following the significant development of the internet, online marketing has become an important part of daily life. With consumers became more conscious, they began to demand more quality services. As a result, companies which operate online are being forced to improve their service quality. The purpose of this study is to determine the relationships between the antecedents of online service quality for online clothing industry by " structural equation modeling " and help firms to develop competitive marketing strategies. The results indicate that, particularly " Customer Satisfaction " and " Customer Loyalty " and the other antecedents, " Service Convenience " , " Perceived Control " , " Customer Service " , " Fulfillment " , play important role on online service quality.

Customer satisfaction is the key to enhance company's competitiveness. The use of internet in delivering service of Low Cost Airlines (LCA) provides a dynamic and distributed stage for electronic business purpose. LCA have attracted customer through lower fares and the use of website to provide efficient service. The key successes of LCA not merely determine by low price, but also consist of website quality as an electronic service quality (e-service quality). The study developed the instrument dimensions of e-service quality by modifying the SERVQUAL model to consider online transaction. Data were collected from a total of 123 respondents on a self-administered questionnaire in the travel industry. The study investigates the e-service quality dimensions of LCA website design, reliability, responsiveness, trust, personalization and access influence customer satisfaction. The analytical results also showed a positive effect on customer satisfaction in e-service have a tendency of LCA customer willingness in the future transaction, as well as to inform and to recommend.

The Customer trust, satisfaction and loyalty with regard to the provision of e-commerce services is expected to be critical factors for the assessment of the success of online businesses. Service quality and high-quality product settings are closely linked to these factors. However, despite the rapid advancement of e-commerce applications, especially in the context of business to consumer (B2C), prior research has confirmed that e-retailers face difficulties when it comes to maintaining customer loyalty. Several e-service quality frameworks have been employed to boost service quality by targeting customer loyalty. Among these prominent frameworks is the scale of online etail quality (eTailQ). This scale has been under criticism as it was developed before the emergence of Web 2.0 technologies. Consequently, this paper aims to fill this gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale. In addition, it investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty. The practical and theoretical implications are highlighted to help businesses to design effective business strategies based on quality in order to achieve enhanced customer loyalty, and to direct future research in the field of e-commerce.

The study is aiming to assess the Egyptian hotel e-Service quality based on the travel agencies' expectations and perceptions. The gap analysis among travel agencies expectations and perceptions is a crucial intention to enhance the hotel service quality on the online context. The study implemented a self-administrated questionnaire to collect data from travel agencies' employees in two times; first time to assess the expectations and second time after 1 month to assess customers' perceptions of hotel's e-Service quality. Paired sample t-test was employed to measure the gap between expectations and perceptions. The results indicated that there is a real gap between customer expectations and customer perceptions of hotel e-Service quality. Theoretical and practical implications are discussed in the study.

Purpose – The main subject of the research is to study the internet banking quality dimensions that affect customer satisfaction from the consumer and provider perspectives. This bridges the gap between theory and practice which is part from contributing to the body of knowledge, thus improve the service quality dimensions to attain better quality of life. The aim of this study is to investigate how do users perceive e-banking quality dimensions in terms of their importance; how do decision makers in banks perceive and provide e-banking quality dimensions; whether each quality dimension directly affect users satisfaction of the service. Design/methodology/approach – Structured questionnaires were randomly distributed over 300 bank clients, 133 valid questionnaires were returned. Data were statistically analyzed using SPSS. Two key decision makers at the were interviewed to get the broader picture, where data were interpretively analyzed. Findings – Results were integrated allowing a...

E-banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking services. An attempt has been made by evaluating the services rendered by banks through the e – banking services. The e- banking service brings lot of convinienence, customer centricity, augmented service quality and cost effectiveness. A structured questionnaire was used in collecting the relevant data from the customers respectively. More number of researchers and experts quoted that, service quality can be improved through advanced information and communication technology (ICT). This paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Puducherry Region. The sample size of the study is 478; the data is gathered from both the primary and secondary information. Non Probability sampling techniques are applied in this research article and particularly purposive sampling technique applied for the study. Some of the statistical tools like, independent sample t-test, ANOVA, correlation, Mean and Standard Deviation are used in this research article. The result of the study shows that customers of Public Sector Banks have lesser perception of the various dimensions of e-service quality compared with the private sector Banks. This paper recommends that the wider use of IOT based applications in banking services will make better banking solutions

The purpose of this paper is to examine the relationships between two dimensions of electronic service quality influencing ease of use and emotional benefit in internet banking service quality, together with the subsequent effects on behavioral intention in Turkey. Methodology: Accountants who use internet the banking services of banks in Turkey completed a selfadministered questionnaire. Data obtained from 206 accountants were analyzed using diverse data analysis approaches, including univariate analysis with descriptive statistics as well as multivariate analysis with correlation, regression, moderation analyses. Also, the initial results were tested using Partial Least Square (PLS) based Structural Equation Modeling (SEM) approach. Findings: The results revealed that Graphic Quality and Layout Clarity have a significant positive association with Behavioral Intentions, Ease of Use and Control and Emotional Benefit. Moreover, Ease of Use and Control is a significant moderator upon the relationship of Graphic Quality and Layout Clarity with Behavioral Intentions. Originality/value: This research uniquely investigates the subdimensions of the electronic service environment that influence the behavioral perceptions of accountants using internet banking services in Turkey, with outcome quality dimensions.

The intention of conducting such the research was to evaluate mediating roles of IT service management on information system success model and IT governance, further boosting E-service quality. A method combining convergent triangulation and an explanatory, follow-up design was implemented. The population engaged middle-up online stores that have marketed products online in five-year time in West Kalimantan. Questionnaires were completed by 99 out of 112 managers. Quantitative analysis was performed through SEMPLS. In-depth interviews and FGDs with 5 key informants, however, yielded data used for qualitative analysis. Results conclusively reveal that information system success model is insignificant for E-service quality despite direct, positive influences gained. In other words, the business success of online stores has no reliance on this type of model. The focus should be on IT governance reinforcing IT service management. The fact is supported by qualitative findings emphasizing that such the governance is eminently influenced by information system success model and it is requisite to actualize IT service management for progressed E-service quality.

Keywords—E-Service Quality, IT Service Management, IT Governance, Information System Success Model, Online Stores.

Tüketicilerin ihtiyaç duydukları mal ve hizmetleri artık fiziki mağazalardan daha çok sanal marketlerden satın alması, perakendeci işletmelerin bu platformlarda da var olmasına hatta dikkatlerini ve ağırlıklarını online pazarlara vermesine neden olmuştur. Her geçen gün artan kişi trafiği, işlem sayısı, pazar büyüklüğü ve müşteri sayısı online pazarları, perakendeci işletmeler için çekici hale getirmektedir. Ancak bu gibi online pazarların sayısının artması ve rekabetin giderek şiddetini arttırması sonucunda tüketicilere sunulan imkanların, kampanyaların, fiyat indirimlerinin vb. gibi uygulamaların artması tüketicilere satın alımlarını nereden gerçekleştireceği konusunda çok çeşitli fırsatlar sunmakta ancak işletmeleri de tüketicileri kendilerine çekebilmek için farklılaşmak, kaliteli hizmet sunmak, müşteriyi memnun etmek ve onları sadık müşteri haline getirmek için çeşitli düzenlemeler yapmasına ve farklı maliyetlere katlanmasına zorlamaktadır. En nihayetinde tüketicinin istek ve taleplerine uygun davranan ve onların satın alımlarında kendilerini tercih etmesini sağlayan online pazarların satışlarını arttıracağı da bir gerçektir. Bu bağlamda bu araştırmada e-hizmet kalitesi unsurlarının online tüketici memnuniyeti ve online müşteri sadakati üzerindeki etkisi ortaya konulmaya çalışılmıştır. Ayrıca yine e-hizmet kalitesi unsuları, online müşteri memnuniyeti ve online müşteri sadakati faktörleri katılımcıların cinsiyet, online alışveriş sitesinin mobil uygulamasını kullanma durumuna göre Bağımsız Örneklemler T Testi ile karşılaştırılmış; yaş, aylık ortalama gelir, eğitim durumu, medeni durum, online alışveriş sıklığı ve aylık online alışveriş tutarı değişkenlerine göre ise Tek Yönlü F Testi ile karşılaştırmaya tabi tutulmuştur. Araştırmada ilk olarak verilerin normal dağılım durumuna bakılmış ve basıklık-çarpıklık değerlerinin istenilen aralıklarda olduğu tespit edildiği için verilerin analizinde parametrik testler ve normal dağılım varsayımı ile çalışan AMOS programı altında Yapısal Eşitlik Modellemesi kullanılmıştır. İkinci olarak araştırmacı tarafından Türkçe ’ye çevrilen ölçeğin geçerliliği, iç tutarlılığı ve faktör yüklerinin anlamlılığına bakılmıştır. Elde edilen sonuçlara göre ölçekteki yedi faktörün CR değerlerinin 0,790-0,947 arasında değerler aldığı ve uyum geçerliliği şartını sağladığı görülmüştür. Yine yedi faktörün AVE değerlerinin 0,566-0,760 arasında olduğu ve tüm CR değerlerinin AVE değerlerinde büyük olması hasebiyle ölçeğin yakınsak geçerliliğine de sahip olduğu görülmüştür. Son olarak ölçeğin iç tutarlılığı için Cronbach Alfa katsayılarına bakılmış ve yedi faktörün 0,745-0,894 değerler aldığı ve ölçeğin yüksek güvenirlik gösterdiği tespit edilmiştir. Böylece araştırmacı tarafından Türkçe ‘ye çevrilen ölçeğin geçerli ve güvenilir olduğu görülmüştür. Araştırmanın üçüncü kısmında yedi faktörden oluşan model tek seferde DFA’ya tabi tutulmuş ve modelin regresyon katsayılarının hepsinin anlamlı olduğu ve modelin uyum iyiliği skorlarının da kabul edilebilir aralıklarda olduğu görülmüştür. Modelin verilerle yapısal uyumu da sağlandıktan sonra AMOS programı araçlığıyla araştırmacı tarafından tasarlanan modelin Yol Analizi ile test edilmesine geçilmiştir. Yol Analizi sonucu modelin uyum iyiliği skorlarının kabul edilebilir aralıklarda olduğu görülmüş ve modelin istatistiksel olarak anlamlı ve geçerli olduğu başka bir ifadeyle modelin verilerle uyum gösterdiği görülmüştür. Modelde kurulan yolların/regresyon ilişkilerinin anlamlılığına bakıldığında ise Gizlilik ve Duyarlılık faktörlerinin Müşteri Memnuniyeti ve Müşteri Sadakati üzerinde istatistiksel olarak anlamlı bir etkisi olmadığı görülmüştür. Bununla birlikte Kullanım Kolaylığı faktörünün Müşteri Memnuniyetini pozitif ve anlamlı bir şekilde etkilediği ve yaklaşık olarak %37 oranında açıkladığı; Güvenilirlik faktörünün Müşteri Memnuniyeti faktörünü pozitif ve anlamlı bir şekilde etkilediği ve yaklaşık olarak %22 oranında açıkladığı; Verimlilik faktörünün Müşteri Memnuniyeti faktörünü pozitif ve anlamlı bir şekilde etkilediği ve yaklaşık olarak %70 oranında açıkladığı görülmüştür. Ayrıca e-hizmet kalitesi unsurlarından etkilenen Müşteri Memnuniyeti faktörünün de Müşteri Sadakati faktörünü pozitif ve anlamlı bir şekilde etkilediği ve yaklaşık olarak %95 oranında açıkladığı tespit edilmiştir. Başka bir ifadeyle e-hizmet kalitesi unsurlarından Gizlilik ve Duyarlılık faktörlerinin online müşteri memnuniyeti ve sadakati üzerinde etkisi olmadığı ancak Kullanım Kolaylığı, Güvenilirlik ve Verimlilik faktörlerinin ise online müşteri memnuniyeti üzerinde doğrudan ve online müşteri sadakati üzerinde ise dolaylı olarak anlamlı ve pozitifi bir etkiye sahip oldukları görülmüştür. Araştırmanın dördüncü kısmında Gizlilik, Duyarlılık, Kullanım Kolaylığı, Güvenilirlik, Verimlilik, Müşteri Memnuniyeti ve Müşteri Sadakati faktörleri katılımcıların cinsiyet ve online alışveriş sitesinin mobil uygulamasını kullanma durumuna göre karşılaştırılmış ve elde edilen sonuçlara göre faktörler katılımcıların cinsiyetlerine göre anlamlı bir farklılık göstermemiştir. Ancak mobil uygulama kullanma durumuna göre ise Gizlilik, Kullanım Kolaylığı ve Güvenilirlik faktörlerinin anlamlı bir farklılık göstermediği; Duyarlılık, Verimlilik, Müşteri Memnuniyeti ve Müşteri Sadakati faktörlerinin ise anlamlı bir farklılık gösterdiği görülmüştür. Farklılık çıkan tüm faktörlerde mobil uygulama kullananların ortalamasının kullanmayanlardan daha yüksek olduğu ve dolayısıyla online alışveriş sitesinin mobil uygulamasını kullanan tüketicilerin e-hizmet kalitesine daha fazla önem verdiği, memnuniyetlerinin ve sadakatlerinin daha yüksek olduğu tespit edilmiştir. Araştırmanın son kısmında ise yedi faktör katılımcıların yaş, aylık ortalama gelir, eğitim durumu, medeni durum, online alışveriş sıklığı ve aylık online alışveriş tutarı değişkenlerine göre karşılaştırılmıştır. Analiz sonuçlarına göre tüm faktörlerin katılımcıların yaşlarına, medeni durumlarına ve aylık online alışveriş tutarına göre anlamlı bir farklılık göstermediği görülmüştür. Faktör bazında bakıldığında ise Gizlilik faktörünün katılımcıların aylık ortalama gelirlerine ve eğitim durumuna göre farklılık gösterdiği ancak online alışveriş sıklığına göre farklılık göstermediği görülmüştür. Bununla birlikte Duyarlılık, Kullanım Kolaylığı, Güvenilirlik, Verimlilik, Müşteri Memnuniyeti ve Müşteri Sadakati faktörlerinin online alışveriş sıklığına göre farklılık gösterdiği ancak aylık ortalama gelir ve eğitim durumuna göre ise farklılık göstermediği görülmüştür. Online alışveriş sıklığına göre farklılık gösteren bu altı faktörün tamamında “Her zaman” ve “Genellikle” alışveriş yapanların ortalamalarının “Ara sıra” ve “Nadiren” online alışveriş yapanlara göre daha yüksek olduğu ve dolayısıyla daha sıklıkla alışveriş yapan tüketiciler için e-hizmet kalitesinin Duyarlılık, Kullanım Kolaylığı, Güvenilirlik ve Verimlilik boyutlarına daha fazla önem verdiği söylenebilir. Ayrıca “Her zaman” ve “Genellikle” alışveriş yapanların memnuniyetlerinin ve sadakatlerinin daha yüksek olduğu da görülmüştür. Araştırmanın kısıtlarına baktığımız zaman online anket tekniği ile verilerin toplanması, kullanılan analiz teknikleri ve örneklem sayısı araştırmanın kısıtlarını oluşturmaktadır. Gelecekte daha yüksek sayıda örneklem gruplarıyla ve daha farklı analiz teknikleriyle yapılacak çalışmalardan daha iyi sonuçlara ulaşılması mümkün olacaktır.

The numbers of social network users are boomingas a result of increased Internet access and smartphone accessibility. Facebook in particular is considered one of the most important social networks in Egypt, where there is a noticeable increase in the preferences to shop on Facebook. This paper examines the service quality dimensions that influence customers' satisfaction and their purchase intention in the context of B2C social commerce through Facebook. The proposed model includes eight dimensions: usability, reliability, responsiveness, empathy, courtesy, trust, price, and security. The results revealed all dimensions had a positive effect on overall service quality variable which in turn positively influenced the user satisfaction which affects the purchase intentions of customers.

Abstract In this paper, we present a variation of the Modulo Scheduling algorithm to exploit software pipelining in the high-level synthesis for FPGA architectures. We demonstrate the difficulties of implementing software pipelining for FPGA architectures, and propose a modified version of Modulo Scheduling that utilizes memory lifetime holes and addresses circular dependencies. Experimental results demonstrate a 35% improvement on average over the non-pipelined implementation, and 15% improvement on average over the ...

Abstract In this paper, we present a variation of the Modulo Scheduling algorithm to exploit software pipelining in the high-level synthesis for FPGA architectures. We demonstrate the difficulties of implementing software pipelining for FPGA architectures, and propose a modified version of Modulo Scheduling that utilizes memory lifetime holes and addresses circular dependencies. Experimental results demonstrate a 35% improvement on average over the non-pipelined implementation, and 15% improvement on average over the ...

Even after the successful introduction of Cu-based metallization, the electromigration (EM) failure risk has remained one of the most important reliability concerns for most advanced process technologies. Ever increasing operating current densities and the introduction of low-k materials in the backend process scheme are some of the issues that threaten reliable, long-term operation at elevated temperatures. The traditional method of verifying EM reliability only through current density limit checks is proving to be inadequate in general, or quite expensive at the best. A Statistical EM Budgeting (SEB) methodology has been proposed to assess more realistic chip-level EM reliability from the complex statistical distribution of currents in a chip [1]. To be valuable, this approach requires accurate estimation of currents for all interconnect segments in a chip. However, no efficient technique to manage the complexity of such a task for very large chip designs is known. We present an e...

The intention of conducting such the research was to evaluate mediating roles of IT service management on information system success model and IT governance, further boosting E-service quality. A method combining convergent triangulation and an explanatory, follow-up design was implemented. The population engaged middle-up online stores that have marketed products online in five-year time in West Kalimantan. Questionnaires were completed by 99 out of 112 managers. Quantitative analysis was performed through SEMPLS. In-depth interviews and FGDs with 5 key informants, however, yielded data used for qualitative analysis. Results conclusively reveal that information system success model is insignificant for E-service quality despite direct, positive influences gained. In other words, the business success of online stores has no reliance on this type of model. The focus should be on IT governance reinforcing IT service management. The fact is supported by qualitative findings emphasizing...

The objective of conducting this research was to assess the extent of roles of IT governance effectiveness in mediating influences of constructs of IT innovation adoption and organizational culture when boosting E-service quality of schools in higher education. The study applied a convergent, triangulated combination method and an explanatory design through followup explanation. The population incorporated all private schools of informatics management and computing in Indonesia. Questionnaires were filled out by 112 respondents (heads, deputy heads, and structural staff members) out of a total of 133 respondents. Analysis was quantitatively through SEM-PLS and qualitatively through in-depth interviews and FGDs with 5 key informants. A finding shows that only several hypothesis tests have significant values despite constructs with positive relationships and influences. Another interesting finding is that IT innovation adoption and organizational culture are insignificant for improvement of E-service quality of respective schools when excluding IT governance effectiveness. Nonetheless, existence of IT innovation adoption and organizational culture remain a crucial, inseparable part of the model of this study.

Keywords—IT Governance Effectiveness, E-Service Quality, IT Innovation Adoption, Organizational Culture, Higher Education.