Discovery Early Career Researcher Award - Grant ID: DE160100548

Funding Activity

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Funded Activity 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 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.

Funded Activity Details

Start Date: 01-06-2016

End Date: 31-05-2019

Funding Scheme: Discovery Early Career Researcher Award

Funding Amount: $298,000.00

Funder: Australian Research Council