This research seeks to measure citizen satisfaction with the electronic London Congestion Charging (LCC) payment system offered by Transport For London (TFL) in the United Kingdom (UK). The paper reports on the findings of a survey of 500 users of the TFL LCC online payment system. Satisfaction is measured using the four dimensions from the COBRA framework 0that comprise the cost, opportunity, ...

As the importance of services in our society increases, so does the importance of systematic approaches to develop these services – commonly termed New Service Development (NSD). An increasing proportion of services are now electronic services delivered over the Internet. The purpose of this article is to derive a set of key attributes that distinguish electronic from non-electronic services an...

Financial services have been a recurrent subject of a multichannel inquiry but investigation into the wealth management area is scarce. This paper intends to fill the gap and presents the results of a questionnaire directed at customers of a financial conglomerate. The objective of this research is to examine which variables influence consumers’ channel preferences in the wealth management cont...

Financial services have been a recurrent subject of a multichannel inquiry but investigation into the wealth management area is scarce. This paper intends to fill the gap and presents the results of a questionnaire directed at customers of a financial conglomerate. The objective of this research is to examine which variables influence consumers’ channel preferences in the wealth management cont...

The paper is devoted to solving the problem of assessing the quality of the medical electronic service. A variety of dimensions and factors of quality, methods and models applied in different scopes of activity for assessing quality of service is researched. The basic aspects, requirements and peculiarities of implementing medical electronic services are investigated. The results of the analysi...

Accredited Certification Service which was begun with enforcement of Digital Signature Act on July 1, 1999 for secure electronic transaction with allow the legal effect to digital signature, have supported a secure electronic transaction such as internet banking and on-line stocks. But, because ordinary people can obtain hacking tool easily by fast development of informationalization, security ...

This non-experimental, causal study related to examine and explore the relationships among electronic service quality, customer satisfaction, electronics recovery service quality, and customer loyalty for consumer electronics e-tailers. This study adopted quota and snowball sampling. A total of 121 participants completed the online survey. Out of seven hypotheses in this study, five were suppor...

This research investigates the methods for improving the quality of IT services (electronic services) in the Melli Banks branches in Mashhad province, where QFD and ANP models were operated. To this concern, three-dimensional, usability, service interaction and information quality to improve IT service quality were examined. The results of the analysis of the opinion of Melli Bank Customers ind...

Service-processes of electronic retailers are founded on electronic technologies that provide flexibility to sense and respond online to the dynamic and complex needs of customers. In this paper, we develop a taxonomy of service-processes in electronic retailing and demonstrate their linkage to customer satisfaction and customer loyalty. The taxonomy is grounded in a conceptual classification s...