The Effect Of Online Service Quality Factors On Internet Usage

5016 words - 21 pages

The effect of online service quality factors on internet usage
The web delivery system of the taxation department
´ Jose Carlos Pinho, Maria de Lurdes Martins and Isabel Macedo
School of Economics and Business, University of Minho, Braga, Portugal
Purpose – This study aims to examine online service quality factors as main driving forces in the degree of intention of using the Taxation Department web site expressed by certified accountants. Design/methodology/approach – Drawing on a quantitative methodological approach, a survey was undertaken among a sample of 351 certified accountants to empirically test the proposed model. The paper used an ordered logit model to estimate the ...view middle of the document...

28 No. 7, 2011 pp. 706-722 q Emerald Group Publishing Limited 0265-671X DOI 10.1108/02656711111150805

Introduction A common trend in recent studies regarding the use of the internet is that, although most of them are still mainly focused on for-profit companies, a wide range of different types of organization can be found on the web. For any organization with an online presence, the web site is an important platform for communicating with users and facilitating business transactions (van de Merwe and Bekker, 2003). Web site evolution is, as a result, a growing trend in information technologies (IT) within many organizations (Huizingh, 2002). While some are integrating their web sites into their business processes, others are still experimenting with pilot projects. Recent years have witnessed a growing number of non-profit organizations (NPOs) developing web sites for mere experimental and informational purposes (“static”-web
The authors would like to thank two anonymous referees for their valuable comments and suggestions and gratefully acknowledge the assistance of Albertina Paula Monteiro who helped to collect the survey data in two training certified accountant sessions.

site stage). This situation seems to be changing through the increasing number of both interactive and transactional features in the web sites. Although various industries have revealed differing evolutionary stages, it is generally accepted that the ability to conduct transactions is often considered a critical factor for web site use (O’Keefe and McEachern, 1998). The most compelling forces behind the current wave of technological developments arise from the need to prepare public organisations to introduce a greater rationality by enhancing administrative efficiency and effectiveness while improving the standards of quality in the service offered to citizens. This sense of inevitability, is followed by a continual pressure from society to increase citizens’ participation, and the transparency and accountability of the policy-making process (Sang et al., 2009). This process of change could be understood as an attempt to revive new public management (NPM), which reached its peak in the late 1980s (Hughes, 2003). Broadly, NPM underlines professional management practices including service quality, performance, management and risk management (Saxena, 2005; Hughes, 2003). E-government which can be defined as a vehicle for the delivery of governmental information and services online, via the internet or through other digital means (West, 2004), is one of the main pillars of this profound reform. Essentially, it acts as a catalyst to transform not only the way in which most public services are being delivered but also impacts on the fundamental relationship between governments and citizens (Snellen, 2002; Teicher et al., 2002). Within this ever-changing context, internet-service delivery systems which are non-hierarchical, two-way and, available 24 hours a day, seven days a...

Other Papers Like The Effect of Online Service Quality Factors on Internet Usage

Impact of Research on Customer Service Quality

821 words - 4 pages An exploratory study on the impact of research and development on customer service and quality   1.0 Introduction Research and development simply refers to the constant improvement of product and services and which enable the business to continuously thrive in terms of its operation. Research and development also leads to innovations intended for these products and services. In generating high impact innovations, it is important that

Service Quality: the Future of the Services Industry

1648 words - 7 pages . 1988, ‘Service Quality: The Six Criteria Of Good Perceived Service’, Review of Business, vol. 9, no. 3, pp. 10-10. Holdford, D, & Schulz, R, 1999, ‘Effect of Technical and Functional Quality on Patient Perceptions of Pharmaceutical Service Quality’, Pharmaceutical research, vol. 16, no. 9, pp. 1344-51. McColl-Kennedy, J R (Ed.) 2003, Services marketing: A managerial approach, John Wiley & Sons, Milton, Qld. Parasuraman, A, Zeithaml, VA

Survey on Usage of Smartphone

852 words - 4 pages , and actions (Maddi 1989). Many individual traits have been identified, but this study focused on the so-called “Big Five” personality factors: agreeableness, conscientiousness, extraversion, neuroticism, and openness to experience. These factors theoretically capture the essence of one’s personality (Digman 1990). Costa and McCrae (1992) indicate that it is the most comprehensive and parsimonious model of personality. Barrick, (2001) stated

An Investigation Into Factors of Affecting Online Shopping Within China on College Students

4175 words - 17 pages statement of possible outcomes 8 7. Ethical consideration 8 8. Risk assessment and risk management 9 9. Resource management 9 References 11 1. Project title An investigation into factors of affecting online shopping within China on college students 2. Research Context With the proliferation of using internet,the way of living and working has increasingly changed, such an environment enables people to gain information

A Brief Overview on Service Quality Hand Book of Brac Bank

3103 words - 13 pages strongly recommends that employees adopt these guidelines even in their personal lives so that these behaviors become natural. The two main objectives of this hand book are to help BSSO (Branch Sales and Service Officer) achieve excellence in Guest Experience and ensure Service Quality. ‘BRAC’ Bank Guest Experience Fundamentals These guidelines will help us to achieve ‘BRAC’ Bank guest experience standards- 1) Bold – BSSO will be BOLD on behalf of

An Evaluation of the Factors Affecting the Online Shopping Intentions of Consumers in China

2599 words - 11 pages many researchers to identify and examine the factors affecting online shopping intention or behaviours. “The Theory of Reasoned Action (TRA), the Technology Acceptance Model (TAM) and the Theory of Planned Behaviour (TPB)” have been frequently used (So, Wong and Sculli, 2005, pp.1226-1228). Chiu, Chang, Cheng and Fang (2009, p.761) extended TAM “by introducing e-service quality dimensions, trust and enjoyment in the development of a theoretical

Managin Service Quality with the Balanced Scorecard

4722 words - 19 pages indicator for staff motivation might be the fluctuation rate. The best indicator – staff satisfaction rate, assessed by a survey – was regarded as too time-consuming for the project. Managing Service Quality with the Balanced Scorecard 225 STRATEGY WITH THE BALANCED SCORECARD One great advantage of the Balanced Scorecard is its ability to visualize relationships of cause and effect between target values, evaluation data and actions taken. The

Internet - Cybersex And The Online Gender Gap

1737 words - 7 pages own “chat rooms” and areas of interest run by women for women; it’s like the Lifetime network on the Internet. Language used by men and women is different when each gender talks and interacts online. Susan Herring’s essay titled “Bringing Familiar Baggage to the New Frontier: Gender Differences in Computer-Mediated Communication” discusses how men and women use different styles of lingo when talking back and forth online. She concurs that

The Impact Of The Internet On Children

1993 words - 8 pages , most of the people, especially lots of children, are influenced by the internet negatively in terms of time management, addiction to the online games, free pornographies and adult films, physical health and family relationships. Therefore, we must come up with some solutions which based on parental control and parental support to figure out these problems of the internet on children. Specific negative impacts of the internet on children One of

An Analysis of the Most Significant Factors Which Influence Online Purchasing Decision

2156 words - 9 pages importance of price has been accepted by most people, it is also probable to argue that other core factors, such as convenience, quality of product and service, website assortment and satisfaction of shopping experience may reduce the potential impact of price, as well as play the most initial role in online purchasing decision. In order to analyse the most important factors, this argument will take the following steps: (1) Firstly mention the

The Impact of The Internet on Society

1116 words - 5 pages against the problem. Maybe they would try to get movies banned off the Internet. Let's take women for instance. They have got to be the biggest shoppers of all time. So, I'm sure that several women save a lot of time and shop on the Internet. Most women believe the Internet's convenience saves time and enhances their lives by offering them tools for communication, shopping, and receiving news and information. Online activity has replaced time

Related Essays

The Effect Of The Internet On Tourism

2120 words - 9 pages The Effect of the Internet on Tourism Alfredo Ortiz # 3725031 Florida International University CMBA Krishnan Dandapani FIN 6644 Global Financial Markets Table of Content Introduction…………………………………………3 Impact of the Internet……………………………….3 Financial Impact…………………………………….6 Negative Effects of the Internet…………………….9 Conclusion…………………………………………10 References………………………………………….11

The Effect Of The Internet On Tourism

2219 words - 9 pages economical development of a country? Significance of the Study This study will benefit some tourism students on how they can embellish and maintain the eco-tourism sites. It will also enhance the quality of eco-tourism sites for the users, this study will provide major developments for the country in improving the eco-tourism sites. Scope and Limitation This study analyzed the implication of internet towards the growth

Effects Of Internet Usage On Teenagers

1046 words - 5 pages article title's. It is good but it causes laziness. Also this action cuts the social life of some teenagers. To sum up, effects of internet usage on teenagers depend on their action. It can be used for good purposes or bad purposes. To prevent usage for bad purposes, parents should protect their children. While children online, parents should be with them and teach how to use internet effectively. Furthermore, parents must aware that actually, internet's danger as same as real life danger.

Usage Of Internet Essay

2541 words - 11 pages that they were more likely to have their students use the Internet for research and publishing than for participation in online communities. These teachers cited a number of factors that help them determine when to use the Internet for instruction: • The availability and depth of Internet resources on a topic • How engaging the available Internet material is for students • Whether the material is a good match for students’ reading levels