Reconceptualising the information system as a service. Through parallel efforts in Australia and China, the study aims to propel 'IS-Impact', the Australia-originated and most extensively validated IS success measurement model, to become the Information Systems evaluation approach of choice globally, in both research and practice.
Discovery Early Career Researcher Award - Grant ID: DE160100548
Funder
Australian Research Council
Funding Amount
$298,000.00
Summary
Conceptualizing and Measuring Digital Service Quality. The project aims to understand customer quality perceptions of digital services, and the factors, such as customer's own skill-levels, that help people to optimise their experiences. Public and private organisations are pushing customers from face-to-face to digital service and self-service models, sometimes offering no alternatives (eg many travel visas can only be obtained online). E-commerce research suggests up to 80 per cent of service ....Conceptualizing and Measuring Digital Service Quality. The project aims to understand customer quality perceptions of digital services, and the factors, such as customer's own skill-levels, that help people to optimise their experiences. Public and private organisations are pushing customers from face-to-face to digital service and self-service models, sometimes offering no alternatives (eg many travel visas can only be obtained online). E-commerce research suggests up to 80 per cent of service users will sometimes struggle with online transactions. In the worst case, people may be excluded from accessing important services. Insights from this research are expected to help public and private organisations to deliver high-quality digital services that empower service users.Read moreRead less