Online Service Users Research Articles

Personal Identity Proofing for E-Commerce: A Case Study of Online Service Users in the Republic of Korea

The rapid expansion of non-face-to-face e-commerce services in the Korea has significantly increased the importance of personal identity proofing (PIP) for verifying users in online transactions, such as payments, refunds, membership registrations, and access to age-restricted products. Currently, personal identity proofing agencies (PIPAs) indiscriminately provide all of a user’s personal information to internet service providers (ISPs), leading to substantial privacy concerns and preventing users from selectively disclosing only the necessary information. The objective of this paper is to enhance the safety, convenience, and security of PIP services by proposing a method that empowers users to control the personal information they disclose while enabling digital identity integration for both online and offline applications. To achieve this, an extensive overview and analysis of the current PIP systems in Korea is presented, including methods. The strengths and weaknesses of these systems are critically examined, revealing limitations in privacy protection, user convenience, and security. Based on this analysis, a new method is proposed that introduces differentiated levels of PIP means according to authentication strength, allowing for the minimal necessary disclosure of personal information. The proposed method aims to improve the stability and reliability of the PIP service environment by addressing current privacy concerns and enhancing user control over personal information. This approach can be applied to e-commerce services in Korea and other countries facing similar challenges, contributing to the development of safer and more reliable online services.

Who accessed STI testing in Britain during the COVID-19 pandemic and how: Findings from Natsal-COVID, a cross-sectional quasi-representative survey.

During the COVID-19 pandemic, online sexual health service delivery increased across Britain. We investigated inequalities in STI testing access and methods of access during the first year of the pandemic. Natsal-COVID, an online-survey of people 18-59 years in Britain, explored sexual health experiences in the first year of the pandemic. We describe the socio-demographics of participants who used STI testing services and compare those who reported being "online service users", defined as using services with no direct clinician interactions (regardless of whether they also used other methods), with those who were exclusively "other service users", defined as face-to-face, telephone, or video calls. 246/6,064 participants (4.2%) reported STI testing between 03/2020-03/2021. Of those, 35.8% (95%CI 29.2-42.8) used online services. Online service users (compared to other service users) were more often white (74.9% (62.2-84.4) versus 68.5% (59.4-76.3)), less often had anxiety (39.0% (28.4-50.9) versus 57.2% (48.4-65.6)) and less often had disabilities (25.8% (16.8-37.4) versus 48.1% (39.4-56.9)). Among women (only), online users were more often in good health (91.4% (81.3-96.2) versus 69.3% (57.4-79.2)). More than one third of STI testers used online services during this period. Differences exist in the characteristics of people accessing online versus other testing services. These data suggest that online services were more likely to be accessed by groups with typically lower risk of poor sexual health (white and in good health). Further investigation is needed, especially if online services are the only option offered, as differences in ability to access services could widen inequalities.

Improving awareness and uptake of pre-exposure HIV prophylaxis amongst service users accessing Sexual Health London, a regional online postal sexually transmitted infection testing health service.

The UK pledged commitment to the global strategy of zero new HIV infections and HIV-related deaths by 2030. PrEP was commissioned in England in 2020 and is fundamental to achieving these targets, yet awareness and uptake are suboptimal in certain populations. Sexual Health London (SHL) incorporated questions on its e-triage questionnaire estimating need for PrEP amongst online service users. Two types of signposting messaging were shown to users directing them to more detailed online content: PrEP-discussion (potential need) and PrEP-eligible (assumed need). The effectiveness of this signposting was evaluated by reviewing demographics and triage responses in returning users. 426,149 SHL users requested STI screening between 1.7.21-31.10.22. 16% (69,867/426,149) and 32.2% (137,489/426,149) of individuals received PrEP-eligible and PrEP-discussion signposting. The PrEP-eligible cohort were: 41.0% gay/bisexual or other men who have sex with men (GBMSM), 16.3% heterosexual males, 33.1% heterosexual females, and 60.6% were of white ethnicity. The PrEP-discussion cohort were: 9.3% GBMSM, 34.3%% heterosexual males, 45.5% heterosexual females and 63.7% of white ethnicity. 50.4% (35,190/69,867) and 41.3% (56,808/137,489) of the PrEP-eligible and PrEP discussion cohorts ordered a subsequent SHL STI testing kit, during which 10.0% (3510/35,190) and 5.9% (3364/56,808) reported taking PrEP. Of those who denied taking PrEP, 59% (18,702/31,680) and 61.0% (32,559/53,444) triggered PrEP signposting again. 95.4% of PrEP starters were GBMSM (6562/6874) and 1.4% (97/6874) heterosexual males/females. The e-service demonstrated feasibility in estimating PrEP need and signposting service users. Up to 16% of returning users subsequently commenced PrEP. This highlights significant missed opportunities for the remaining online users, who continue to report HIV acquisition risk(s). Further efforts regionally/nationally to optimise uptake of PrEP, particularly among under-represented groups are warranted.

The Effect of Sales Promotion and Shopping Lifestyle on Impulse Buying with Positive Emotion as a Mediating Variable for Shopee Customers in Pekanbaru City

This study aims to determine the effect of sales promotion and shopping lifestyle on impulse buying with positive emotion as a mediating variable for shopee customers in Pekanbaru City. The analytical approach uses quantitative methods by collecting data using survey methods. The population in this study were online service users at the Shoppe market place in the city of Pekanbaru. The number of samples taken in this study were 100 respondents. The sampling technique used in this study was accidental sampling. The results showed that Sales Promotion (X1) had a significant effect on Positive Emotion (M), Shopping Lifestyle (X2) had a significant effect on Positive Emotion (M), Sales Promotion (X1) had a significant effect on Impulse Buying (Y), Shopping Lifestyle (X2) ) has a positive and significant effect on Impulse Buying (Y), Positive Emotion (M) has a positive and significant effect on Impulse Buying (Y), Sales Promotion (X1) has a significant effect on Impulse Buying (Y) through Positive Emotion (M), and Shopping Lifestyle (X2) has a positive and significant effect on Impulse Buying (Y) through Positive Emotion (M)

People want reassurance when making privacy-related decisions — Not technicalities

Online service users sometimes need support when making privacy-related decisions. Humans make decisions either slowly, by painstakingly consulting all possible information, or quickly, by relying on cues to trigger heuristics. Human emotions elicited by the decision context affects decisions, often without the decision maker being aware of it. We wanted to determine how an information-based decision can be supported, and also to understand which cues are used by a heuristics-based approach. Our first study enhanced understanding of underlying encryption mechanisms using metaphors. Our participants objected to efforts to make them ‘technical experts’, expressing a need for reassurance instead. We fed their free-text responses into a Q-sort, to determine which cues they rely on to make heuristic-based decisions. We confirmed the desire for reassurance. Our third study elicited ‘cyber stories’: Unprompted narratives about cyber-related experiences to detect emotional undertones in this domain. Responses revealed a general negativity, which is bound to influence cybersecurity-related decisions.

EXPLOIRING CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER’S VALUE ON CUSTOMER’S LOYALTY OF GO-JEK ONLINE SERVICES

The purpose of this research is to understand the influence of Customer Relationship Management (CRM) and customer’s value on costumer’s loyalty of Go-Jek online service users in Samarinda. The sample is concluded by purposive sampling technique, with 140 respondents. Data collection technique used is quesionare (inquiry). Analysis technique used in this research is multiple linear regression analysis by using SPSS 26 progam. The result of the study prove that customer relationship management has a positive and insignificant effect on customer’s loyalty, while the customer’s value has a positive and significant on customer’s loyalty.

Perception of taxi online service users towards women drivers based on Kano models

Many online taxi providers are similar with a variety of quality services, so that business competition is getting tougher. But there are still many consumers who complain about operator online transportation, especially related to female drivers. So, from that researchers want to conduct a study entitled perception of female driver online services with the Kano method. The purpose of this study was to determine the user perceptions of the quality of online taxi services for female drivers based on performance and interests, knowing the attributes that must be improved, maintained or reduced by priority based on passenger perceptions of female drivers. The sample of this study was 133 passengers who had used the online taxi application. This study produces 3 dimensions, namely appearance, soft skills and hard skills which are divided into 9 service attributes. Based on data processing obtained there are 5 performance attributes, 2 indifferent attributes and 2 attractive attributes, there are the driver’s appearance is neat, clean fragrant, and the driver knows the location of the destination address. From Kano evaluation table is obtained average coefficient satisfaction 5.785 and average coefficient dissatisfaction -4.402. The average functional and dysfunctional value is 2.906 and 2.355.

Characterizing Conflicting User Values for Cyber Authentication Using a Virtual Public Values Forum

Authentication is a major component in protecting the security of online user services. An effective implementation of security policies requires compliance from users, who are one class of key stakeholders in the cybersecurity policy decision problem. We examine this multiple stakeholder decision problem by conducting a virtual public values forum, a policy decision structuring methodology to characterize stakeholder values by eliciting essential trade‐offs among conflicting objectives. We assess trade‐offs for a sample of users to explore heterogeneity in user values and the relationship of trade‐offs to both individual user characteristics and online context. We obtained responses from 265 online service users and elicited their trade‐offs among three conflicting objectives related to authentication security: (1) maximizing security, (2) maximizing convenience, and (3) minimizing cost. Using an additive multiattribute value model with four attributes, we obtained scaling coefficients that denote the relative valuation of each attribute to the decision maker and discovered that for the attribute ranges considered, security followed by cost receive the highest priority; however, there is a group of respondents who consider convenience to have higher valuation than either cost or security. We also explore the relationships between user characteristics (self-efficacy, response efficacy, response cost, and perceived severity) and the calculated scaling coefficients.

Why do Customers Intend to Repurchase Transportation Online in Indonesia?

The rapid population growth of Jakarta to further improve urban mobility problems. The imbalance between public infrastructures provided by the number of people who need it led to a lack of municipal services. Transportation Online has become one transportation solutions, present in transportation needs cheap, efficient, and fast. Even amid the busy road, using motor transportation would be faster. This study aims to develop a model that connects between the independent variables namely; Online Marketing (X1), Brand Awareness (X2) with the dependent variable is the Decision of Repurchase (Y2) and Customer Satisfaction (Y1). This research was conducted in East Jakarta. The research method used was surveyed. The population in this study is the user Transportation Online East Jakarta area. The sampling technique used in this study is incidental sampling. These results indicate that the two independent variables, namely Marketing Online (X1) and Brand Awareness (X2) effect on Repurchase Decision variable (Y2) and Customer Satisfaction (Y1). From the test results simultaneously obtained that Online Marketing and Brand Awareness jointly influence decisions repurchase mediated by customer satisfaction Transportation Online service users, means the better online marketing and brand awareness of the company, the higher the repurchase decisions and customer satisfaction.

Semantic analysis for information and communication threats detection of online service users

This paper deal with the actual task of semantic analysis for information and communication threats detection of online service users. The increasing popularity of new Internet technology trends within common Internet social communication areas create information and communication threats for users. Therefore, generating of new and adaptation to existing identification methods of all dangerous threats are crucial tasks. Identification of those threats allows determining the ways of their avoiding. The computer and lingual analysis of content, users’ accounts personal data authentication, consolidation and analysis of users’ information tracks and their communication behavioral models in the Internet social areas allows the identification of modern information and communication threats. The existing research methods have fragmentary problem solving and theoretical character. The results of such researches generally are not practically tested. The integrated approach to the detection of dangerous threats that make negative impact on internet users is the basis for generating the information and communication threats countermeasures. The prospective users of developed methods and means are: the owners and developers of technical instruments for social areas organization; the owners of internet-portals; PR specialists; security services and law enforcement agencies officers; mass media and public safety agencies; politicians, journalists, marketing specialists, advertisers, sociologists, psychologists, scientists, and the average users of internet communication areas.

Online-mobile service cross-channel cognitive evaluations in a multichannel context

Since the advent of mobile commerce, many firms have added a mobile (m-) service to their existing offline and online services. The adoption of an m-service in a multichannel context is not only influenced by factors directly associated with the m-service, but also by cross-channel cognitive evaluations emanating from other existing channels. These cross-channel evaluations can lead to evaluative synergies and dissynergies that can influence consumer decision-making. To explore empirically the impact of cross-channel synergies and dissynergies between the online service and the m-service offered by the same firm, against the background of expectation-transfer theory and status-quo-bias theory, data were collected from 666 online-service users. Consistent with expectation-transfer theory and status-quo-bias theory, the results of the study demonstrated that cross-channel evaluative synergies and dissynergies do indeed impact salient m-service beliefs. The results suggest that managers can leverage the cross-channel synergies emanating from online trust and ease-of-use beliefs to enhance the adoption of the m-service. The results also suggest that, to enhance wider adoption, the marketing managers of m-services need to mitigate the status-quo-bias effects emanating from online-service facilitating conditions, and lower online-service risk perceptions.

Competition Law and Personal Data: Preliminary Thoughts on a Complex Issue

With the advent of the Internet, and the development of new business models, companies increasingly hold large amounts of personal data about their employees and their customers. While there is a plethora of literature on the data privacy challenges created by the Internet and these new business models, this paper explores the limits placed by EU competition law on the acquisition and processing of personal data. There is a dearth of literature, and no real precedent, addressing this question. Hence, this paper is a first attempt to address the interface between personal data and competition law. We hope that it will trigger further analysis and debate on what will increasingly become an important policy question.It is common knowledge that a fast growing number of companies, such as, for instance, telecommunications operators, banks, credit card companies, large retailers, Internet service providers, search engine providers, and social networks, collect large amounts of personal data. Other companies specialise in the processing and selling of these data. In particular, personal data are at the core of the Internet. Companies, such as Google or Facebook, have developed services and business models whose success heavily rely on the acquisition and treatment of personal data. Such data allow these companies to improve the quality of their services and make them more attractive to users. They also enable them to monetise their services through targeted (also referred to as “behavioural”) advertising. The volume, but also the quality of the personal data acquired is thus key competitive differentiators in the Internet economy. Online service users certainly benefit from the ability of their providers to use personal data they may have acquired in terms of better services (more relevant search results, etc.) and more targeted advertising. The acquisition of large volumes of data by “first mover” providers may, however, raise barriers to entry and thus deprive users from the benefits of competition. There is also a risk that online service providers may seek to prevent other companies from acquiring the data they need to compete, hence perpetuating their lead.Against this background, this paper is divided into four sections. Section II further elaborates on the critical importance of the acquisition of personal data for most key Internet players (which are referred to hereafter as “online service providers”). Section III analyses the extent to which certain practices aiming at collecting data or at depriving access to such data to competitors can be anticompetitive and constitute a breach of EU competition rules. It also analyses whether EU competition law could be used to force dominant companies to share their data with competitors so as to stimulate competition on one or several markets. Finally, Section IV concludes.

Post-adoption switching behavior for online service substitutes: A perspective of the push–pull–mooring framework

The post-adoption behaviors of online service users are critical performance factors for online service providers. To fill an academic gap that persists regarding bloggers’ switching behavior across online service substitutes, this empirical study investigates which factors affect bloggers who switch social network sites, in an attempt to understand specifically how push, pull, and mooring factors shape their switching intentions. The data to test the hypotheses come from an online survey of 319 bloggers, analyzed using partial least squares techniques. The results confirm positive influences of push and pull effects, a negative influence of mooring effects, and an interactive effect of push and mooring on switching intentions. The push–pull–mooring framework thus is a useful tool for comprehending the competing forces that influence the use of online service substitutes. In particular, perceptions of weak connections and writing anxiety push bloggers away, whereas relative enjoyment and usefulness pull bloggers to social network sites; switching cost and past experience also inhibit a change. These findings offer key insights and implications for the competitive strategy choices of online service providers.

Determinants of online service satisfaction and their impacts on behavioural intentions

The paper aims to identify the key antecedents of overall online service satisfaction and reveals their pattern of impact on behavioural consequences. Five determinants of e-service satisfaction were first developed by an exploratory study among online banking users. Data collected through a web-based survey of 235 online service users suggest that each antecedent of e-service satisfaction influences the four behavioural intentions either directly or indirectly through the mediation of overall satisfaction. Theoretical and practical implications of these findings are examined and discussed in depth.

Customer perceived value, satisfaction, and loyalty: The role of switching costs

AbstractIt is a marketplace reality that marketing managers sometimes inflict switching costs on their customers, to inhibit them from defecting to new suppliers. In a competitive setting, such as the Internet market, where competition may be only one click away, has the potential of switching costs as an exit barrier and a binding ingredient of customer loyalty become altered? To address that issue, this article examines the moderating effects of switching costs on customer loyalty through both satisfaction and perceived‐value measures. The results, evoked from a Web‐based survey of online service users, indicate that companies that strive for customer loyalty should focus primarily on satisfaction and perceived value. The moderating effects of switching costs on the association of customer loyalty and customer satisfaction and perceived value are significant only when the level of customer satisfaction or perceived value is above average. In light of the major findings, the article sets forth strategic implications for customer loyalty in the setting of electronic commerce. © 2004 Wiley Periodicals, Inc.

Customer Switching Behavior in Online Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors

With a quarter of a billion Internet users worldwide and estimates of more than one-half billion people online by the year 2003, growth in the online services industry has been exponential. With this growth has come concern about customer “churn”, a concern that parallels issues of customer switching behavior in services industries in general. This manuscript reports results of two field studies, conducted among two randomly selected samples of online service users, that investigate the degree to which selected behavioral (information that customers used when making the online service decision, their service usage), attitudinal (risk-taking propensity), and demographic (income and education) factors are effective in discriminating between continuers and switchers. The research in Study 1 is replicated in Study 2 and extended to consider additional attitudinal factors of satisfaction and involvement. Implications for managers and researchers are discussed.

Understanding Post-Adoption Behavior in the Context of Online Services

This paper examines post-adoption behavior (continued adoption versus discontinuance) within the context of online service use. Innovation diffusion theory is used as a theoretical framework to extend information technology adoption research to the case of post-adoption behavior. This theory is used to formulate 11 research hypotheses distinguishing discontinuers from continuing adopters and exploring reasons behind their discontinuance (replacement versus disenchantment). These hypotheses were then empirically tested using data collected from a field survey of online service users. Our results indicate that potential discontinuers can be discriminated from continued adopters based on their sources of influence (external and interpersonal), perceived service attributes (usefulness and compatibility), service utilization, and network externality (complementary product usage), during their time of initial adoption. We also found that later adopters are more likely to discontinue due to disenchantment than replacement, and are more influenced by interpersonal sources and utilize the service less during their adoption period than replacement discontinuers. Implications for research and practice are drawn.

Book Reviews : INTERNET: Getting Started April Marine, Susan Kirkpatrick, Vivian Neou, and Carol Ward INTERNET: Mailing Lists Edward T. L. Hardie and Vivian Neou Publisher: SRI International/PTR Prentice Hall Year of Publication: 1994 Price: $29.00

From their office or home, online service users can search large journal collections, general and specialized libraries, federal grant lists, and many other information sources. The three books reviewed here promise assistance in selecting an online service, gaining access to the Internet, and finding useful Internet mailing lists.