Use Of Electronic Channels Research Articles

Intention to use fintech services: An investigation into the moderation effects of quality of internet access and digital skills

This paper aims to investigate the moderating influence of the quality of access to internet and digital skills on the factors that influence the intention to use fintech services among the young working population in India. We use the Theory of Planned Behavior to examine the intention to adopt financial technology in a rapidly technologically transformative Indian landscape. We conducted an empirical investigation on 324 young workers in India using the survey method. The TPB model's relevance in an Indian context is validated. Attitude, perceived behavioral control, and subjective norms together accounted for 48.7% of the variation in the intention to use fintech services. The quality of internet access significantly moderated the positive effect of young workers' attitudes on their intention to use fintech. Digital skills significantly moderated the positive effects of attitude and perceived behavioral control on intentions to use fintech services. India is considered a very fast adopter of digital technology. In India, the use of electronic channels in financial service delivery is on the rise. With the wide geographic dispersion and huge population, the quality of internet access and digital skills can influence the intention to use fintech services. There can be vast differences in the behavioral mindset of people in a developing country like India compared to that of a developed one regarding the use and adoption of digital platforms for accessing financial services. Developers and regulators must adopt approaches and policies that consider these behavioral factors. This paper examines the Theory of Planned Behaviour in the context of a rapidly transforming behavioural context in India with the adoption of technology-based financial services. The importance of quality internet access and digital skills as factors moderating the adoption of technology is examined in this paper, unlike many previous studies.

Intention to use e-commerce vs physical shopping. Difference between consumers in the post-COVID era

The increase in the widespread use of e-commerce reveals a greater tendency towards online shopping. The objective of this research is to analyze the drivers and barriers of online channel usage intention and their implications for physical channels, based on a modification of the UTAUT2 model, as well as to identify the relevant segments of e-commerce consumers versus physical shoppers in the post-COVID-19 era, using Hierarchical Tree Regression applying the CHAID method through an online questionnaire on a final sample of 491 Portuguese and 345 Spanish users. The results confirm the differences in the adoption of the use of electronic channels between the two countries, the absence of influence of most socio-demographic variables on intention, and the importance of behavioral variables in the definition of segments in both populations. Finally, strategic recommendations are made for each of the identified groups to improve the intention to use e-commerce platforms.

The Impact of E-Marketing Channels on Online Consumer Buying Behavior

The main purpose of this study is to show the Impact of E-Marketing Channels on Online Consumer Buying Behavior of food item companies that are brand branches or official agencies in Kurdistan Region of Iraq - Sulaimani city. The study's sample consists of (82) of employees that are the managers and head of departments from those companies in the city. The most important conclusion of the research is that predicted independent variables of (Social Media, Website and E-mail) are significant and toward positive effect on the response variable (dependent variable) which is Online Consumer Buying Behavior. Furthermore, the results show that (Social Media) and (Website) has the most effects on Online Consumer Buying Behavior. Likewise, the correlation coefficient between Consumer Buying Behavior and Electronic Marketing is positive while the sub-variables of (Social Media and Website) have a stronger relationship with the dependent variable unlike the sub-variable (E-mail) that has a weak relation with the dependent variable. To improve the use of electronic channels for marketing and communication with customers, it is suggested that the management of the companies give more training to the administrative, marketing, sales, customer service, and social media employees, and work more efficiently with these electronic tools.

Improvement of Tourists Satisfaction According to Their Non-Verbal Preferences Using Computational Intelligence

In the tourism industry it is common that the information obtained from customers can be varied, dispersed, and with high volumes of data. In this context, the automatic analysis of information has been proposed through electronic customer relationship management, which refers to marketing activities, tools and techniques, delivered with the use of electronic channels for the specific purpose of locating, building and improving long- term relationships with customers, to enhance their individual potential. In this paper, we refer to the analysis of information in three aspects: customer satisfaction, the study of customer behavior and the forecast of tourist demand. Specifically, we have created a novel dataset comprising the non-verbal preference assessment of tourists who are clients of the Sol Cayo Guillermo hotel belonging to the Melia hotel chain, in Jardines del Rey, Cuba. Then, by applying Computational Intelligence algorithms to this dataset, we achieve segment customers according to their non-verbal preferences, in order to increase their satisfaction, and therefore the client profitability. In order to achieve a good performance in the realization of this task, we have proposed two modifications of the Naïve Associative Classifier, whose results are compared with the most relevant computational algorithms of the state of the art. The experimentally obtained values of balanced accuracy and averaged F1 measure show that, by clearly improving the results of the state-of-the-art algorithms, our proposal is adequate to successfully use electronic customer relationship management in the tourist services provided by hotel chains.

Перспективные направления оценки качества государственных услуг, реализуемых в электронной форме

The process of digital transformation of the national economy includes the development of the service sector in the direction of ensuring quality growth for the population and business representatives. The authors identify the possibilities of digitalization of economic spheres from the perspective of technological development, consider cyber threats and human rights violations in the absence of regulation by public authorities, systematize the prospects for the use of electronic channels for the implementation of public services. The authors emphasize the possibility and relevance of changing the process and content of assessing the quality of public services, substantiate the importance of expanding quality indicators through the deepening differentiation of social groups and the active innovation policy of government agencies in the field of the introduction of electronic services. The article presents a theoretical review of scientific papers and the regulatory framework characterizing aspects of the methodology for assessing the quality of public services, including with an emphasis on the electronic format. The aim of the work was to determine the directions of development of the assessment of the quality of electronic public services and to offer recommendations on expanding the functionality of the PUBLIC SERVICES platform in the aspect of the evaluation mechanisms used. The author’s position is proposed regarding the expansion of the use of quality indicators characterizing the «level of digitalization» of services: with regard to the duration of operations, it is proposed to analyze the loading time of platforms, the usability of the mobile version of platforms, satisfaction with functionality; according to the position «channel characteristics» - the clarity of the interface, the 24/7 availability of the platform «here and now»; to assess the information interaction, it is proposed to use the quality indicators of direct and feedback, the possibility of obtaining «target» information (certificates with a QR code), the comfort of using the mobile version of the application, etc. To detail the proposals, the authors used one of the most popular platforms — PUBLIC SERVICES as an object of research. The paper focuses on the methods actually used to assess the quality of electronic public services of this platform: oral surveys, filling out questionnaires, building ratings, analyzing averages. The conclusion is made about the methodological importance of expanding the evaluation scale and including new indicators. At the suggestion of the authors, it is recommended to include a mechanism based on an integral assessment in the methodology for assessing the quality of public services implemented in electronic form (the article considers the possibility of using the «cube of service quality assessment» methodology), which allows determining not only the level of satisfaction for each position, but also to perform a comparative assessment of expectations and perception of service criteria, as well as to determine the importance of the criterion being evaluated. According to the authors, the use of the «extended assessment» will not only detail the opinion of consumers in the context of social groups /services / quality indicators, but also simplify the process of correcting the provision of services and, thereby, contribute to the sustainability of the service sector and the national economy as a whole.

Impacto de los Canales Electrónicos y Servicio A Domicilio Durante la Pandemia Covid- 19

El presente artículo, ha planteado como objetivo principal, determinar el impacto de los canales electrónicos y servicio a domicilio durante la pandemia Covid–19, cuyos propósitos específicos se centran en definir los impactos sociales que generaron ambas herramientas durante la cuarentena, así como identificar los impactos económicos ante esta situación crítica que vive la localidad, la nación y el mundo, en la actualidad. Para el efecto, se aplicó la investigación descriptiva, debido a que la misma se encuentra asociada directamente al enfoque cuantitativo y a la modalidad de campo, empleándose además el cuestionario de la encuesta a usuarios de este tipo de servicios, quienes permanecieron en sus viviendas durante la cuarentena. Los resultados obtenidos evidenciaron: como principales impactos sociales por el uso de canales electrónicos y servicio a domicilio, la minimización del contagio con la infección por coronavirus, por quedarse en la vivienda, respetar el distanciamiento social, no exponerse en un establecimiento de salud, educativo, ni laboral, sin embargo, existe alguna insatisfacción con las clases virtuales y por incumplimiento de estrictas normas de bioseguridad en el personal dedicado a la entrega a domicilio; mientras que los principales impactos económicos, fueron el mantenimiento de los puestos de trabajo con el mismo sueldo que tenían antes de la pandemia, la dinamización de la economía, porque, estas organizaciones contribuyeron a la generación de desarrollo económico en la localidad de Quevedo, durante la cuarentena. En conclusión, son positivos la mayoría de los impactos observados, tanto en los aspectos sociales y económicos, por consiguiente, es necesario que se realicen mayor cantidad de investigaciones sobre este tópico, para fortalecer los servicios virtuales y la entrega de bienes a domicilio en Quevedo, en el tiempo venidero, posterior al coronavirus.

Investigating factors affecting holiday home purchases in Greece

PurposeThe decision to buy a holiday home depends on a number of social, cultural, economic and demographic factors. These factors are related to home and environmental characteristics as well as demographic characteristics of buyers. The aim of this paper is to investigate the factors that shape the decision to purchase a holiday home in Greece.Design/methodology/approachThis paper presents the results of a survey, involving a representative sample of potential buyers of holiday homes in Greece.FindingsAccording to the research results, buying a holiday home in Greece is mainly an investment decision for the future and is determined by the value and characteristics of the house, the hidden costs and the factors that shape the external economic environment. (1) Further, the analysis has shown that there is a limited use of electronic channels in the real estate market in Greece with further potential of development.Originality/valueThe investigation focuses on the characteristics of the house, the variables of the external environment, (2) considering any obstacles or catalysts, such as the use of electronic channels. Even though similar studies have been conducted worldwide on the topic, very few have been carried out in Greece which lately has gone through major market changes.

Problem Faced by the Customers while Using E-Banking Services Offered by Selected Private Sector Banks in Sivakasi

Electronic banking is a system where banking services are provided electronically to Bank customers and it has created a new path in doing the banking business. Electronic banking, popularly known as e-banking, is a service provided by the bankers, that allows customers to carry out all their banking transactions like, financial transactions, deposits, withdrawals, paying bills and to access the his/her/its account information, through the use of electronic channels like Computers, Mobiles, ATMs, Television and other Electronic devices. The private sector banks introduce various e-banking facilities to their customers. But most of the customers are not having much knowledge to apply the banking services in the banking activities. So, in-order to identify the problems facing by the E-banking technology emphasized the research.

Consumer financial anxiety

Purpose – The purpose of this paper is to examine how small and medium-sized, regional financial service firms reacted to the financial crisis by helping their customers cope with their heightened state financial anxiety during the Economic Crisis of 2008. It also examines the variety of strategies pursued by these firms to rebuild consumer trust in their brands in the ensuing years. Design/methodology/approach – The authors relied on grounded theory as a methodological approach to understand the unfolding situation of the financial crisis and to inductively develop a framework explaining managers’ experience with consumer financial anxiety and trust. Data collection involved key informant interviews with 20 CEOs and senior marketing and sales professionals of financial service firms in the USA. Findings – The study discloses a desire among many retail financial institutions to re-personalize their relationships with customers following the financial crisis. One motivating factor for this has been a demand by regulators for more evidence that the firm really knows its customers. The paper also found that some managers are ambivalent about mentioning regulatory oversight and Federal Deposit Insurance Corporation (FDIC) insurance to customers because it is unclear whether these issues heighten or reduce consumer fears. More research is needed to provide guidance to managers on how mention of regulatory oversight may be used strategically in a crisis. Research limitations/implications – This study was limited to regional financial service firms in the USA with assets of less than$1 billion. The extension of the study to compare other geographical markets or to large financial service firms remains to be done. This investigation could tell us whether consumers now trust regional banks more than they do large national banks, difference in the strategies they employed and whether they resulted in different rates of brand equity recovery. Practical implications – This paper suggests that the 2008 financial crisis may have resulted in permanent changes in consumer attitudes to financial services. As one manager suggested, “consumers have moved from a trust-me phase to a show-me phase.” This implies that financial service managers need to rethink how they build consumer trust. Such managers would do well to consider ways of integrating actions that reinforce the company's integrity and commitment to its customers into different stages of their firms’ relationships with consumers. Social implications – Many small and medium-sized banks are re-embracing community-banking practices including building strong personal relationships with stakeholders after years of underinvesting due to these banks’ pursuit of property development investments. As a result of these developments, a stronger financial services industry could likely emerge. Accordingly, trust for this battered industry among consumers could improve. Originality/value – This paper discuss how the depersonalization of customer interactions by financial services firms through increased use of electronic channels and the use of call centers as primary interaction points may have weakened customer relationships and worsened consumer anxiety during the 2008 financial crisis. Additionally, it discusses both the failure of regulatory oversight and the symbolic effects of the big bank failures and the Madoff scandal in heightening consumer fears. Based on managerial interviews the paper discusses how financial service firms countered consumer anxiety by providing social support to customers, by repersonalizing customer interactions, and by reconnecting with local community values.

Achieving customer value from electronic channels through identity commitment, calculative commitment, and trust in technology

How consumers feel about themselves––particularly in relation to technology––may have an important influence on their adoption and use of technology. Although research on electronic channels has shown that Web site and consumer characteristics are important predictors of consumer trust, researchers have not considered the role played by consumers’ commitment to their identity as technology users. This paper explores whether consumer identity commitment and calculative commitment to electronic channels impact consumer use of electronic channels and perceived value from the service firm. More specifically, it examines whether these effects are mediated by trust in technology and trust in the firm. Using survey data from 834 consumers engaged in both offline and online banking, plus transaction frequency data supplied by a host firm, the study finds that identity commitment plays an important role in building consumer trust in technology and that calculative commitment increases transaction frequency directly, unmediated by trust in technology. Theoretical and managerial implications of these findings are explored.

The Role of Intranets and Other E-Channels in Employee Communication Preferences

Abstract Analysis of survey results from 21 large organizations in the last seven years shows employees' preferred use of electronic channels may vary from commonly believed assumptions. As additional electronic choices become available, preference for electronic channels overall increases; the new electronic options do not replace other existing electronic channels in employees' preferences. In fact, growing preference for electronic channels reduces the preference for face-to-face communication, not print, as many people believe. Relatively few employees prefer exclusively electronic channels, preferring instead a combination of electronic and other sources, or just face-to-face sources, depending on the subject matter. Electronic channels that actively “push” information to employees' attention (e-mails and e-newsletters) are more highly preferred on most subjects than the passive “pull” sources where employees have to choose to go search for information (intranets, websites). About three-fourths are u...