Minjoon Jun

The key determinants of Internet banking service quality: a content analysis

Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical incidents in Internet banking were content‐analyzed. Identified a total of 17 dimensions of Internet banking service quality, which can be classified into three broad categories – customer service quality, banking service product quality, and online systems quality. The derived dimensions include: for customer service quality, ten dimensions such as reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, collaboration, and continuous improvement; for online systems quality, six dimensions such as content, accuracy, ease of use, timeliness, aesthetics, and security; and for banking service product quality, one dimension of product variety/diverse features. Also revealed that, in terms of frequency of references to the 17 dimensions, no substantial differences exist between Internet‐only banks and traditional banks offering Internet banking service. The most frequently mentioned dimensions, as the main sources of satisfaction or dissatisfaction, were reliability, responsiveness, access, and accuracy. Some suggestions and recommendations were provided to improve the Internet banking service quality and, in turn, customer satisfaction.

Measuring customer perceived online service quality: Scale development and managerial implications

The purpose of this paper is to set forth a reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online service quality. An ethnographic content analysis of 848 customer reviews of online banking services was employed to identify salient online service quality dimensions. The most frequently cited online service quality attributes, along with literature review and personal interview results, were utilized to develop the survey questionnaire. Subsequent to the pre‐test, a Web‐based survey was undertaken to verify and test the online service quality model. A confirmatory factor analysis produced six key online service quality dimensions: reliability, responsiveness, competence, ease of use, security, and product portfolio. This paper includes a discussion of the managerial and theoretical implications of this online service quality model.

The identification and measurement of quality dimensions in health care: focus group interview results.

The identification and measurement of service quality are critical factors that are responsible for customer satisfaction. This article identifies 11 attributes that define quality of care and patient satisfaction and reveals various gaps among the patient, physician, and administrator groups in the perceived importance of those dimensions. Managerial implications for patient-focused health care are discussed.

Measuring consumer perceptions of online shopping convenience

Purpose – The purpose of this paper is to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online shopping.Design/methodology/approach – The authors first employ in‐depth focus group interviews with online consumers to identify the attributes of online shopping convenience and then develop and validate an instrument of five key dimensions to measure online shopping convenience by analyzing data collected via a Web‐based questionnaire survey.Findings – The five dimensions of online shopping convenience are: access, search, evaluation, transaction, and possession/post‐purchase convenience.Practical implications – Online retailers can employ the five‐factor measurement instrument to assess the degree of customer perceived online shopping convenience. This instrument can assist managers in identifying and overcoming key obstacles to the delivery of a highly convenient online shopping service to custom...

Key obstacles to EDI success: from the US small manufacturing companies’ perspective

This study first empirically investigated key EDI obstacles experienced by US small manufacturing firms and, then, examined the relationships between the identified obstacles and their realized EDI benefits. This research revealed the following important findings. First, four dimensions of obstacles were derived: lack of managerial leadership/organizational readiness, lack of integration of EDI with internal/external computer systems, potential technical concerns, and security/legal concerns. Second, the lack of integration of EDI with internal/external computer systems turned out to be the most significant barrier to achieving the overall EDI success and three key EDI benefits, such as reduced administrative/transaction costs, improved information accuracy, and enhanced competitiveness in the marketplace. Third, the “lack of managerial leadership/organizational readiness” and “technical concerns” dimensions were found to be the second and third most significant obstacles to the reduction of administrative/transaction costs, respectively. Finally, the security/legal concerns dimension is considered a significant barrier to the overall EDI success.

Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction

Although it has been widely accepted that internal customer service quality leads to internal customer satisfaction and in turn external customer satisfaction, relatively little research has focused on the dimensions of internal customer service quality and their differing impacts on internal customer satisfaction. This empirical study identifies six key internal service quality dimensions as perceived by the purchasing departments internal customers: customer intimacy, team-based continuous improvement, communication, reliability/competence, requisition process and tangibles. In addition, this study reveals the following factors. First, customer intimacy is the most influential dimension to achieve both high internal customer service quality and satisfaction. Second, team-based continuous improvement and requisition process are the second and third most important dimensions of service quality but not significantly associated with internal customer satisfaction. Third, conversely, communication is the second most influential dimension for internal customer satisfaction but not with internal customer service quality. Finally, there is a significantly positive association between internal customer service quality and satisfaction. Managerial implications and recommendations are also presented.

Obstacles to TQM Implementation in Mexico's Maquiladora Industry

Many manufacturing firms must overcome obstacles to TQM implementation. The purpose of this paper is empirically to investigate barriers that firms in the maquiladora industry experience, based on 25 potential obstacles to TQM success, and to compare findings with prior research done with US firms. The findings of this study suggest that a prevalent TQM barrier in the maquiladora industry is high employee turnover. Obstacles to TQM implementation that are common to both maquiladoras and US firms include lack of employee training, failure to tie managements compensation to achieving quality goals, and employee resistance to change. Managerial implications of these obstacles are discussed.

The relationship between information technology and service quality in the dual‐direction supply chain

Providing high levels of service quality to customers has become a necessity for companies to remain competitive in the marketplace. This paper reports the findings from a case study of a language school agency. As a “communication channel intermediary”, the case study firm provides a high quality service to customers located upstream (Spanish immersion schools), as well as downstream (students) in its supply chain. The key determinant of service quality that both of these groups use in evaluating customer service is the communication of accurate and timely information. Service quality provided to student customers is primarily facilitated through the use of the Internet, while Spanish immersion school customers rely on telephone communication, e‐mail, and in‐person visits. Implications for this dual‐direction customer focus and the use of the Internet in the service transaction are presented.

EDI use and participation models: from the inter‐organizational relationship perspective

Electronic Data Interchange (EDI) is an inter‐organizational information system that requires collaboration and commitment between trading partners. The potential benefits that EDI can offer are substantial. However, the adoption and use of electronic linkages between companies is not as simple, or as profitable as had been expected. This study developed three conceptual models based on four important EDI measurements: EDI volume, diversity, depth, and breadth. Next, this research identified and discussed the evolutionary procedures of and the magnitude of EDI participation that companies tend to adopt in the context of the various environmental factors. Finally, this study produced a number of managerial implications and recommendations.

Perceptions on Social Responsibility The Entrepreneurial Vision

This article outlines the results of an inquiry into the nature of entrepreneurial commitment to social responsibility as a business philosophy. Findings show that the respondents, as a group, reported a strong orientation to this view. Several social responsibility topics emerge in a position of special prominence to entrepreneurs, and their preferences for these topics do not widely vary. Furthermore, the degree of attachment to social responsibility, as an operational construct, correlates with several demographic and psychographic dimensions.