The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Design Science Approach to Build a Customer Satisfaction Theoretical Framework to Evaluate E‑Government Services  pp54-64

Wong Meng Seng

© Mar 2019 Volume 22 Issue 1, Editor: Prof Shaun Pather, pp1 - 66

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Abstract

Abstract: The vast majority of the literature on E‑Government evaluation tends to focus on benchmarking of e‑government around the world and performance measurements of customer satisfactions with the use of quantitative rather than qualitative measurements. In this paper, we seek to address this problem by introducing a design science approach to build a new qualitative theoretical framework, namely, return on investment (ROI) vs return on relationship (ROR), as an evaluation tool, to assess E‑Government services by classifying customer experiences into categories of customer satisfactions. Our results help government to identify strategic focus areas that need attentions and allocation of funds to improve customer satisfactions.

 

Keywords: Evaluation, design science, customer satisfaction, E-Government, theoretical framework, qualitative

 

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Journal Article

Net Impacts in Front Office IS: a First Operationalization of Delone and McLean Model in the Banking Sector  pp92-112

Sylvie Michel, Aurélia Michaud-Trévinal, François Cocula

© Nov 2019 Volume 22 Issue 2, Editor: Prof Shaun Pather, pp67 - 162

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Abstract

The variable Net Impacts, a key variable in the models for information systems evaluation, is rarely operationalized according to a rigorous method and never for the banking sector. DeLone and McLean (2016) note that the challenge of developing measures to evaluate information systems is still relevant. The measurement and conceptualization of variables in real contexts is both very important and relatively absent in the literature. This research aims at operationalizing the Net Impacts construct resulting from DeLone and McLean's (2016) evaluation model for information systems, in the specific context of retail banks. It also aims at highlighting the socio‑demographic variables influencing this construct. This original work conducted with 763 people applies the Churchill paradigm (1979) to provide a reliable and valid measure of Net Impacts, inspired by the Balanced Score Card. The main result of the research concerns the empirical validation of the measure of Net Impacts. This tool consists of three categories, relating to customer satisfaction, productivity and risk and ten items, which take into account the user but also include customer perception. This three‑dimensional construct shows how the information system supports the user in a wide spectrum of work. Also, by showing that in the banking field, only the function occupied by the user influences the perception of the impact of IS, we contribute to a better knowledge of the variables related to the evaluation of IS. Thus, this instrument represents a strategic tool for monitoring and guiding efforts to increase performance. The proposed instrument is very easy for CIOs and managers to use in order to evaluate their information systems with users.

 

Keywords: Business value of IT, productivity, customer satisfaction, control, Balanced Scorecard, Banking sector, DeLone and McLean model, Structural equation modelling

 

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Journal Article

An Examination of Social Media Practices that Improve Customer Satisfaction in the B2B Market in the ICT Sector in India  pp142-162

Thelma Moses, Raja Peter, Vasanthi Peter

© Nov 2019 Volume 22 Issue 2, Editor: Prof Shaun Pather, pp67 - 162

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Abstract

Recent developments in Information and Communication Technology (ICT) have initiated significant transformation in the way in which B2B firms interact with existing and potential customers. These advancements have a profound impact on the marketing practices of firms. Social media is one of the most important information technology tools which have a transformative impact on business enterprises. It has dramatically influenced businesses and industries in this era. Social connectivity through this online platform has become a key to marketing in firms. Given the exponential increase in the use of social media, firms need to be present where their customers are in order to know the needs of their customers and to satisfy them. The use of social media as a component of a firms’ marketing strategy is widely recognised by marketing practitioners. Also, marketers have embraced the abilities of these online platforms to assist in marketing practices in firms. However, there is limited research that explores the influence of social media usage on customer satisfaction in the B2B sector. This study seeks to fill this gap and examines the influence of social media practices adopted by the ICT firms on customer satisfaction. A web based survey was used to collect data from a sampling frame of ICT firms in India. Analysis shows that social media practices have a positive and significant influence on customer satisfaction. This research makes a distinct contribution to social media literature. It addresses the gap in literature by providing an understanding of the effective use of social media for marketing purposes by the B2B firms in the ICT sector in India. It provides empirical evidence to support that these effective social media practices improves customer satisfaction in these firms.

 

Keywords: Social media, B2B Marketing, Customer satisfaction, ICT

 

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Journal Issue

Volume 22 Issue 1 / Mar 2019  pp1‑66

Editor: Prof Shaun Pather

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Keywords: Mobility, BYOD, mobile computing, risk considerations, risk management, security, Sustainability Metrics, Impact Assessment Studies e-Governance, ERP, Enterprise Resource Planning, Evaluation, Context, Lifecycle, Interpretive, ERP, Enterprise Resource Planning, Evaluation, Context, Lifecycle, Interpretive, Online information services (OISs), Web 2.0, Peer-to-Peer, Online audience behaviour, Networking, Evaluation, design science, customer satisfaction, E-Government, theoretical framework, qualitative

 

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Journal Issue

Volume 22 Issue 2 / Nov 2019  pp67‑162

Editor: Prof Shaun Pather

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Keywords: multi-criteria decision analysis, fuzzy theory, project selection, sustainability performance, information systems, project management, E-government Systems, Use Behaviour, G2C, UTAUT2, Structural Equations Modelling, AMOS, Zimbabwe, Business value of IT, productivity, customer satisfaction, control, Balanced Scorecard, Banking sector, DeLone and McLean model, Structural equation modelling, Information and Communication Technology, evaluation, Small to medium enterprises, information system, financial models, Structural Equation Modelling, adoption, decision making, decision maker, Serious game, emotion, learning, training, user experience, sentiment analysis, Social media, B2B Marketing, Customer satisfaction, ICT

 

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