Shaohan Cai

Development and validation of an instrument to measure user perceived service quality of information presenting web portals

Increasing numbers of organizations have set up material on their Web portals as a way of providing users with information about their products or services. This study developed and validated an instrument to measure user perceived service quality of such portals. Based upon conceptual models in the areas of IS and technology adoption, and using responses from 1992 users, we validated a five-dimension service quality instrument involving: usability, usefulness of content, adequacy of information, accessibility, and interaction. This scale provides a useful instrument for researchers who wish to measure the service quality of Web portals and for portal managers who want to improve their service performance.

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.

Services quality dimensions of Internet retailing: an exploratory analysis

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique contents of each service quality dimension relate to Internet commerce are examined and discussed. Further, the analysis uncovered a number of contributors to consumer satisfaction and dissatisfaction. The most frequently‐mentioned service attributes resulting in consumer satisfaction were responsiveness, credibility, ease of use, reliability, and convenience. On the other hand, different dimensions including responsiveness, reliability, ease of use, credibility, and competence, were likely to dissatisfy online consumers. Finally, this paper provides various managerial implications and recommendations which may suggest avenues for improving service quality in Internet retailing and, as a corollary, expanding experiences by consumers.

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.

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.

The importance of customer focus for organizational performance: a study of Chinese companies

Purpose – The main objective of this paper is to empirically investigate the linkage among organizational customer orientation, customer relationship practices, and organizational outcomes.Design/methodology/approach – The sampling frame of the study consists of 143,000 Chinese companies, each with revenue of more than 5 million RMB (Chinese currency). The target companies were randomly selected from 29 Chinese provinces using the stratified probability proportional to sizes (PPS) method. Structure equation modelling was utilized to analyze data.Findings – It is found that organizational customer orientation affects customer relationship practices, which subsequently influence production performance and customer satisfaction. Production performance and customer satisfaction lead to financial performance.Research limitations/implications – The study has some limitations that provide directions for future research. Data were only collected from China. Therefore, the research findings might reflect unique as...

The Strategic Implications of E-Network Integration and Transformation Paths for Synchronizing Supply Chains

Streamlining information flows across the physical supply chain is crucial for successful supply chain management. This study examines different structures of e-networks (i.e., virtual supply chains linked via electronic information and communication technologies) and their maximum capabilities to gain e-network benefits. Further, this research explores four levels of e-network integration based on a 2x2 e-network technology and transaction integration matrix. Of the four levels, an e-network with high e-technology/high e-transaction integration appears to be most desirable for the companies that aspire to achieve the maximum benefits from their IT investments. Finally, this study identifies three alternative transformation paths toward a powerful high e-technology/high e-transaction integration network and discusses strategic implications of selecting those paths, in terms of e-network structures, availability of financial and technical resources, supply chain members’ collaborative planning, e-security mechanisms, and supply chain size.

Relationship between Information Richness and Exchange Outcomes: Moderating Effects of Media Richness and Governance Mechanisms

The present study identifies the richness levels of various Internet media and empirically examines the moderating effects of Internet media richness (rich and lean media) and Internet communication governance mechanisms (legal contracts and relational norms) on the relationships between rich and lean information communication, and exchange outcomes. This study uses regression analysis to analyze data collected from 284 Chinese companies. The analysis reveals that: (1) Rich information exchange is effective when rich Internet media is frequently used. Conversely, the effectiveness of lean information exchange is not significantly affected by the frequent use of lean Internet media; (2) While lean information exchange is effective when legal contracts are extensively utilized as a governance mechanism, rich information exchange is effective when high levels of relational norms exist; and (3) Lean information exchange is effective when a high level of plural form governance (i.e., a combination of relational norms and legal contracts) exists.