Increased competition in broadband telecommunication market led to a surge in campaigns and packages for customers. Whereas traditional economic theory assumed that abundance of alternatives is to be welcomed by customers, recent theories however, have emphasized that multiple choices may have a negative role in adoption or switching behavior. The unorthodox conclusions of negative impact of wide assortment of choices were studied through the lens of behavioral economics. Most notably, “anticipated regret” was identified to be major cause of choice deferral of purchase. This paper investigates the role of selection difficulty and anticipated regret on the intention of broadband subscribers to upgrade to higher connection speed. The result shows that there is a significant positive relationship between anticipated regret and decision avoidance. Results also indicate that selection difficulty has positive relationship with switching cost thus indirectly reducing the perceived net benefit of upgraded internet connection. This study, therefore, confirmed the significant impact of psychological barriers together with economic factors in influencing customers’ decisions in the telecommunication sector. This paper thus recommends managers of telecom firms and regulators to seek reducing anticipated regret and selection difficulty when promoting upgraded services even when such services are promising higher economic benefit.
THE IMPACT OF PSYCHOLOGICAL BARRIERS IN INFLUENCING CUSTOMERS’ DECISIONS IN T...ijmpict
Increased competition in broadband telecommunication market led to a surge in campaigns and packages
for customers. Whereas traditional economic theory assumed that abundance of alternatives is to be
welcomed by customers, recent theories however, have emphasized that multiple choices may have a
negative role in adoption or switching behavior. The unorthodox conclusions of negative impact of wide
assortment of choices were studied through the lens of behavioral economics. Most notably, “anticipated
regret” was identified to be major cause of choice deferral of purchase. This paper investigates the role of
selection difficulty and anticipated regret on the intention of broadband subscribers to upgrade to higher
connection speed. The result shows that there is a significant positive relationship between anticipated
regret and decision avoidance. Results also indicate that selection difficulty has positive relationship with
switching cost thus indirectly reducing the perceived net benefit of upgraded internet connection. This
study, therefore, confirmed the significant impact of psychological barriers together with economic factors
in influencing customers’ decisions in the telecommunication sector. This paper thus recommends
managers of telecom firms and regulators to seek reducing anticipated regret and selection difficulty when
promoting upgraded services even when such services are promising higher economic benefit.
Analysing Stakeholder Consensus for a Sustainable Transport Development Decis...BME
In any public service development decision, it is essential to reach the stakeholders’ agreement to gain a sustainable result, which is accepted by all involved groups. In case this criterion is violated, the impact of the development will be less than expected due to the resistance of one group or another. Concerning public urban transport decisions, the lack of consensus might cause lower utilisation of public vehicles, thus more severe environmental damage, traffic problems and negative economic impacts. This paper aims to introduce a decision support procedure (applying the current MCDM techniques; Fuzzy and Interval AHP) which is capable of analysing and creating consensus among different stakeholder participants in a transport development problem. The combined application of FAHP and IAHP ensures that the consensus creation is not only based on an automated computation process (just as in IAHP) but also on the consideration of specific group interests. Thus, the decision makers have the liberty to express their preferences in urban planning, along with the consideration of numerical results. The procedure has been tested in a real public transport improvement decision as a follow-up project, in an emerging city, Mersin, Turkey. Results show that by the application of the proposed techniques, decision-makers can be more aware of the conflicts of interests among the involved groups, and they can pay more attention to possible violations.
The document discusses technology readiness (TR), which refers to a person's propensity to embrace and use new technologies. TR influences perceptions of self-service technologies (SSTs) and behavioral intentions toward them. A technology readiness index (TRI) scale was developed to measure TR across four dimensions: optimism, innovativeness, discomfort, and insecurity. Higher TR is associated with more positive perceptions of SSTs and greater intentions to use them. Understanding customers' TR is important for organizations implementing SSTs to improve adoption.
Marketing in hypermedia computer mediated environmentsGyeongmin Ahn
The document discusses marketing implications of commercializing hypermedia computer-mediated environments like the World Wide Web. It proposes a process model of consumer navigation behavior in these environments. The model involves three stages - antecedent conditions for flow, the flow experience of seamless engagement during navigation, and consequences of flow. Key research issues are identified around measuring flow and its impacts on learning, exploration, and subjective experiences. Both experiential and goal-directed consumer behaviors are discussed in relation to the flow experience.
This document reviews and summarizes three major multiple criteria decision making (MCDM) techniques: the weighted sum method (WSM), analytic hierarchy process (AHP), and technique for order preference by similarity to ideal solution (TOPSIS). It describes the basic steps and process for each technique and provides an example of applying the techniques to select the best car alternative based on criteria like reliability, style, fuel economy, and cost. The document also discusses the strengths and weaknesses of each technique and how they can help identify an optimal solution when multiple criteria are involved in decision making.
Relationships among Supplier Selection Criteria using Interpretive Structural...inventionjournals
International Journal of Engineering and Science Invention (IJESI) is an international journal intended for professionals and researchers in all fields of computer science and electronics. IJESI publishes research articles and reviews within the whole field Engineering Science and Technology, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
IPSERA 2016. Final paper by A. Okulov, A. van WeeleAnatoly Okulov
This document discusses relationship governance and its impact on performance outcomes in buyer-supplier relationships. It proposes that trust, commitment, and communication are key determinants of buyer-supplier performance. The study empirically tests these relationships using a sample of 95 Dutch firms, finding that trust, commitment, and communication positively influence quality improvement and customer satisfaction. Relationship governance mechanisms like contracts can also impact these relationships. Effective governance requires balancing formal mechanisms like contracts with informal aspects like trust and communication.
The international journal of business and managementPatrick Sweet
The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.
THE IMPACT OF PSYCHOLOGICAL BARRIERS IN INFLUENCING CUSTOMERS’ DECISIONS IN T...ijmpict
Increased competition in broadband telecommunication market led to a surge in campaigns and packages
for customers. Whereas traditional economic theory assumed that abundance of alternatives is to be
welcomed by customers, recent theories however, have emphasized that multiple choices may have a
negative role in adoption or switching behavior. The unorthodox conclusions of negative impact of wide
assortment of choices were studied through the lens of behavioral economics. Most notably, “anticipated
regret” was identified to be major cause of choice deferral of purchase. This paper investigates the role of
selection difficulty and anticipated regret on the intention of broadband subscribers to upgrade to higher
connection speed. The result shows that there is a significant positive relationship between anticipated
regret and decision avoidance. Results also indicate that selection difficulty has positive relationship with
switching cost thus indirectly reducing the perceived net benefit of upgraded internet connection. This
study, therefore, confirmed the significant impact of psychological barriers together with economic factors
in influencing customers’ decisions in the telecommunication sector. This paper thus recommends
managers of telecom firms and regulators to seek reducing anticipated regret and selection difficulty when
promoting upgraded services even when such services are promising higher economic benefit.
Analysing Stakeholder Consensus for a Sustainable Transport Development Decis...BME
In any public service development decision, it is essential to reach the stakeholders’ agreement to gain a sustainable result, which is accepted by all involved groups. In case this criterion is violated, the impact of the development will be less than expected due to the resistance of one group or another. Concerning public urban transport decisions, the lack of consensus might cause lower utilisation of public vehicles, thus more severe environmental damage, traffic problems and negative economic impacts. This paper aims to introduce a decision support procedure (applying the current MCDM techniques; Fuzzy and Interval AHP) which is capable of analysing and creating consensus among different stakeholder participants in a transport development problem. The combined application of FAHP and IAHP ensures that the consensus creation is not only based on an automated computation process (just as in IAHP) but also on the consideration of specific group interests. Thus, the decision makers have the liberty to express their preferences in urban planning, along with the consideration of numerical results. The procedure has been tested in a real public transport improvement decision as a follow-up project, in an emerging city, Mersin, Turkey. Results show that by the application of the proposed techniques, decision-makers can be more aware of the conflicts of interests among the involved groups, and they can pay more attention to possible violations.
The document discusses technology readiness (TR), which refers to a person's propensity to embrace and use new technologies. TR influences perceptions of self-service technologies (SSTs) and behavioral intentions toward them. A technology readiness index (TRI) scale was developed to measure TR across four dimensions: optimism, innovativeness, discomfort, and insecurity. Higher TR is associated with more positive perceptions of SSTs and greater intentions to use them. Understanding customers' TR is important for organizations implementing SSTs to improve adoption.
Marketing in hypermedia computer mediated environmentsGyeongmin Ahn
The document discusses marketing implications of commercializing hypermedia computer-mediated environments like the World Wide Web. It proposes a process model of consumer navigation behavior in these environments. The model involves three stages - antecedent conditions for flow, the flow experience of seamless engagement during navigation, and consequences of flow. Key research issues are identified around measuring flow and its impacts on learning, exploration, and subjective experiences. Both experiential and goal-directed consumer behaviors are discussed in relation to the flow experience.
This document reviews and summarizes three major multiple criteria decision making (MCDM) techniques: the weighted sum method (WSM), analytic hierarchy process (AHP), and technique for order preference by similarity to ideal solution (TOPSIS). It describes the basic steps and process for each technique and provides an example of applying the techniques to select the best car alternative based on criteria like reliability, style, fuel economy, and cost. The document also discusses the strengths and weaknesses of each technique and how they can help identify an optimal solution when multiple criteria are involved in decision making.
Relationships among Supplier Selection Criteria using Interpretive Structural...inventionjournals
International Journal of Engineering and Science Invention (IJESI) is an international journal intended for professionals and researchers in all fields of computer science and electronics. IJESI publishes research articles and reviews within the whole field Engineering Science and Technology, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
IPSERA 2016. Final paper by A. Okulov, A. van WeeleAnatoly Okulov
This document discusses relationship governance and its impact on performance outcomes in buyer-supplier relationships. It proposes that trust, commitment, and communication are key determinants of buyer-supplier performance. The study empirically tests these relationships using a sample of 95 Dutch firms, finding that trust, commitment, and communication positively influence quality improvement and customer satisfaction. Relationship governance mechanisms like contracts can also impact these relationships. Effective governance requires balancing formal mechanisms like contracts with informal aspects like trust and communication.
The international journal of business and managementPatrick Sweet
The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.
Consumer satisfaction on television network service provider- A Step towards ...DagarBaniya
A small research on television network service provider as a part of digitalization in modern Nepal.
Its was a part of my college project which may benefit others too.
A Review of Multi-Criteria Decision-Making Methods Applied to the Sustainable...► Victor Yepes
This document reviews multi-criteria decision-making (MCDM) methods that have been applied to sustainable bridge design. It examines 77 journal articles that used various MCDM methods at different stages of a bridge's lifecycle, from planning and design to recycling or demolition. The most commonly used MCDM methods included COPRAS, TOPSIS, AHP, ANP, and PROMETHEE. The document provides an overview of traditional MCDM methods and discusses their limitations. It also describes new trends in decision-making approaches to address real-world complexity. A statistical analysis of the studies showed that most applications were for the operation and maintenance phase of bridges.
Decision support systems, Supplier selection, Information systems, Boolean al...ijmpict
For organizations operating with number of products/services and number of suppliers, to select the right
supplier meeting all their requirements will be a challenging job. Such organizations need a good
decision support system to evaluate the suppliers effectively. Several decision support systems have been
reported to deal with complex selection process to decide the right supplier. Many mathematical models
have also been developed. This paper presents a new method, named as Bit Decision Making (BDM)
method, which treats such complex system of decision making as a collection and sequence of reasonable
number of meaningful and manageable sub-systems by identifying and processing the relevant decision
criteria in each sub-system. Help of Boolean logic and Boolean algebra is taken to assign binary digit
values to the selection criteria and generate mathematical equations that correlate the inputs to the output
at each stage of decision making. Each sub-system with its own mathematical model has been treated as a
standardized decision sub-system for that phase of making decision in evaluating suppliers. The sequence
and connectivity of the sub-systems along with their outputs finally lead to selection of the best supplier. A
real-world case of evaluation of information technology (IT) tenders has been dealt with for application of
the proposed method. The paper discusses in detail the theory, methodology, application and features of
the new method.
Using Information Aggregation Markets for Decision SupportWaqas Tariq
Information Aggregation Markets, often referred to as prediction markets, are markets that are designed to aggregate information from a disparate pool of human individuals to make predictions about the likely outcome of future uncertain events. This paper looks at how Information Aggregation Markets can be incorporated into the standard body of decision making theory. It examines how Information Aggregation Markets can be used as decision support systems, and provides empirical evidence from a wide variety of sources as to the effectiveness and practicality of Information Aggregation Markets. Finally, this paper details some future research questions to be addressed in the area of Information Aggregation Markets.
Optimal Alternative Selection Using MOORA in Industrial Sector - A ijfls
Modern manufacturing organizations tend to face versatile challenges due to globalization, modern
lifestyle trends and rapid market requirements from both locally and globally placed competitors. The
organizations faces high stress from dual perspective namely enhancement in science and technology and
development of modern strategies. In such an instance, organizations were in a need of using an effective
decision making tool that chooses out optimal alternative that reduces time, complexity and highly
simplified. This paper explores a usage of new multi criteria decision making tool known as MOORA for
selecting the best alternatives by examining various case study. The study was covered up in two fold
manner by comparing MOORA with other MCDM and MADM approaches to identify its advantage for
selecting optimal alternative, followed by extending MOORA with interval grey numbers, crisp and interval
grey number and whitening coefficient and future scope of the present work concentrate on highlighting the
scope and gap between MOORA, Multiplicative form of MOORA(MULTIMOORA) and Multi objective
optimization on the basis of simple ratio analysis (MOOSRA) for numerous manufacturing and service
applications.
Single Or Multiple Sourcing: A Mathematical Approach To Decision Makinginventionjournals
ABSTRACT: There is often a tussle between choosing a right sourcing strategy which says, whether the buyer should go for single sourcing or multiple sourcing. In this paper we introduces quality as a parameter apart from other parameter such as economies of scale and specific knowledge or learning effect on sourcing strategy selection by taking into account the small number of interaction involving buyer and competing suppliers, formulated mathematically using Berndt Wood Model (Translog cost function). The objective is to find whether the difference function between the cost of production in single sourcing and Multiple (dual) sourcing is decreasing or increasing, when quality as parameter is introduced. Using the concept of maximization and minimization of a function, it is achieved, considering certain assumptions. Here the results indicates that in the long run multiple sourcing is definitely the better option, which able to cater quality as well as supplier opportunism and cost. This further established by the numerical illustration.
MCDM Techniques for the Selection of Material Handling Equipment in the Autom...IJMER
This document discusses different multi-criteria decision making (MCDM) techniques for selecting material handling equipment in the automobile industry. It first provides background on material handling and the automobile industry. It then reviews literature on relevant criteria for equipment selection: material, move, and method. The document proceeds to describe four MCDM techniques in detail: Analytic Hierarchy Process (AHP), Fuzzy Analytic Hierarchy Process (FAHP), Technique for Order Preference by Similarity to Ideal Solution (TOPSIS), and provides numerical examples of applying each technique to different shops (body, paint, trim, final assembly) to determine the best material handling equipment.
Selection of Best Alternative in Manufacturing and Service Sector Using Multi...csandit
Modern manufacturing organizations tend to face versatile challenges due to globalization,
modern lifestyle trends and rapid market requirements from both locally and globally placed
competitors. The organizations faces high stress from dual perspective namely enhancement in
science and technology and development of modern strategies. In such an instance,
organizations were in a need of using an effective decision making tool that chooses out optimal
alternative that reduces time, complexity and highly simplified. This paper explores a usage of
new multi criteria decision making tool known as MOORA for selecting the best alternatives by
examining various case study. The study was covered up in two fold manner by comparing
MOORA with other MCDM and MADM approaches to identify its advantage for selecting
optimal alternative, followed by highlighting the scope and gap of using MOORA approach.
Examination on various case study reveals an existence of huge scope in using MOORA for
numerous manufacturing and service applications.
Customer expectations and perceptions of service quality of mobile phoneIAEME Publication
This document analyzes customer expectations and perceptions of service quality among the top five mobile phone service providers in Kerala, India using the SERVQUAL model. A survey was conducted of 238 mobile phone users to evaluate service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Gap analyses were presented for each service provider comparing customer expectations to perceptions for the reliability and assurance dimensions. The analyses revealed gaps between expectations and perceptions for most providers and dimensions, with Vodafone showing the largest gaps of 48% for assurance and 32% for reliability.
This document discusses an attribute-based model of customer satisfaction for internet self-service technology. It examines how attributes like efficiency, ease of use, performance, control and convenience impact user satisfaction. It also identifies three segments of technology users based on their readiness to adopt technology, and argues that the importance of attributes in determining satisfaction varies across these segments. A survey of 459 online travel/bookstore users found support for these ideas and implications are discussed for managing customer experiences.
This document discusses a study analyzing the effect of product quality on customer satisfaction and loyalty for Indihome customers of PT Telkom Regional 1 Sumatera in Medan, North Sumatra, Indonesia. The study aims to analyze the direct and indirect effects of product quality on customer satisfaction and loyalty. A survey was conducted of 396 Indihome customers to assess the impact of product quality dimensions like performance, features, reliability, and durability on satisfaction and loyalty. The results showed the direct effect of quality on loyalty was smaller than the indirect effect through satisfaction. Satisfaction had a mediating role and was most influenced by product performance. The document reviews relevant literature on the key concepts of product quality, customer satisfaction, loyalty and
Microfinance intervention and enterprises growthAlexander Decker
This document summarizes a study that used structural equation modeling to assess the impact of microfinance services on the growth of micro and small enterprises in Tanzania. The study measured enterprise growth using sales revenue, assets levels, and number of employees. It measured microfinance services using loan amounts received and invested, as well as interest rates and repayment times. The findings revealed that while loan amounts positively affected growth, loan conditions like interest rates and repayment times negatively affected growth. The study recommends that microfinance institutions provide loan conditions that do not hinder enterprise growth.
A BENCHMARK MODEL FOR INTERNAL ASSESSMENT OF INDUSTRY USING FUZZY TOPSIS APPR...ijmech
Internal assessment is one of the most important factor of an industry, needs appropriate improvement
planning between the departments with development of Benchmark model among them. The proposed study
applies Fuzzy Technique for Order Preference by Similarity to Ideal Solution to rank different alternatives.
The preliminary results indicate that the proposed model is capable of determining appropriate
competition between departments which are Human Resource, Finance, Production, Quality Assurance. To
remove the subjectivity, the linguistic data about the attributes is converted into a crisp score by using
fuzzy numbers and then the different alternatives are evaluated based on attributes by TOPSIS approach to
find the best alternative according to the industry’s requirement. Thus the endeavor has been made by the
authors to give a simple model for the evaluation of internal assessment of an industry
This document summarizes a study that assessed service quality across private, public, and foreign banks in Gujarat, India. The study used a survey of 246 customers to measure service quality attributes. Factor analysis identified 19 variables across 5 groups that explained 95.22% of the variance. The results showed service quality is a key driver of customer satisfaction. However, more research is needed to validate the findings and investigate the causal relationships between service quality and customer satisfaction. The study contributes to the limited research on service quality assessment in Indian banking.
MBA thesis presentation Nepal open universityRabindra Aryal
MBA thesis presentation NOU full thesis on ( Nepal open university) https://www.academia.edu/72538587/FACTORS_INFLUENCING_THE_USAGE_OF_DIGITAL_MOBILE_WALLET_IN_NEPAL
Contents lists available at ScienceDirect
Computers in Human Behavior
journal homepage: www.elsevier.com/locate/comphumbeh
TITLE : The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services
a b s t r a c t : The purposes of this study are to construct an instrument to evaluate service quality of mobile valueadded services and have a further discussion of the relationships among service quality, perceived value,
customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression
analysis were used to analyze the data collected from college and graduate students of 15 major universities
in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase
intention; (4) service quality has an indirect positive influence on post-purchase intention through customer
satisfaction or perceived value; (5) among the dimensions of service quality, ‘‘customer service and
system reliability” is most influential on perceived value and customer satisfaction, and the influence of
‘‘content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.
a r t i c l e i n f o
Article history:
Available online 11 April 2009
Keywords:
Mobile value-added services
Service quality
Perceived value
Customer satisfaction
Post-purchase intention
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
This study examines factors that predict consumers' intentions to adopt mobile commerce in China and Malaysia. The researchers investigated how trust, cost, social influence, variety of services, perceived usefulness, perceived ease of use, and trialability impact adoption. They found that consumers care more about the variety of services and are price conscious. The results help mobile companies understand what strategies would attract consumers in developing countries like China and Malaysia.
This document discusses a proposed system called TICOS (Treatment Information and Cost Optimization System) to address issues with decision uncertainty and the compromise effect for patients making health care decisions in India. It begins with background on existing health information systems and literature on decision making. It then outlines the existing challenges with variability in quality and costs across providers and lack of standardized information. The proposed TICOS system would provide patients complete information on treatment options and costs to improve transparency and decision making. It would be integrated across hospitals in a region through regulatory bodies. The goal is to help patients make more informed, optimized choices to get the best treatment within their means and reduce decision uncertainty.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
The internet banking services is an innovative financial transaction channel that has assumed a new urgency
and relevance in today’s world of business. The developed countries have embraced these services with little
difficulty while the developing countries are beginning to see the benefits. The objective of this research
hinged on the exploration of the supply and demand of internet banking services in the United Kingdom with
special emphasis on three cities: London, Birmingham and Manchester. The study primarily probed into the
extent to which the internet banking services has been adopted in the three major cities of the UK – London,
Birmingham and Manchester. Secondly, it looked at the factors that are driving this adoption and thirdly, the
reasons for non-usage by some segments of the selected regions. The consumer resistance theory by Ram
and Sheth (1989) was therefore used as a framework of the study. As the focus is to ascertain the reasons for
non-usage, and based on this framework, the following divisions were arrived at based on the non-users: 1)
those that intends to use the services and 2) those that have no intention to use the services. The study data
shows that there are significant differences based on the reluctant/resistance paradigm. The reluctant group
falls into those that want to use but have not wholly made up their minds to do so while the resistance groups
are those that have no intention of using the internet banking system at all. The study in a nutshell, provides
financial managers and the academic community with a tool to engage these non-users through product
designs and promotions.
Consumer satisfaction on television network service provider- A Step towards ...DagarBaniya
A small research on television network service provider as a part of digitalization in modern Nepal.
Its was a part of my college project which may benefit others too.
A Review of Multi-Criteria Decision-Making Methods Applied to the Sustainable...► Victor Yepes
This document reviews multi-criteria decision-making (MCDM) methods that have been applied to sustainable bridge design. It examines 77 journal articles that used various MCDM methods at different stages of a bridge's lifecycle, from planning and design to recycling or demolition. The most commonly used MCDM methods included COPRAS, TOPSIS, AHP, ANP, and PROMETHEE. The document provides an overview of traditional MCDM methods and discusses their limitations. It also describes new trends in decision-making approaches to address real-world complexity. A statistical analysis of the studies showed that most applications were for the operation and maintenance phase of bridges.
Decision support systems, Supplier selection, Information systems, Boolean al...ijmpict
For organizations operating with number of products/services and number of suppliers, to select the right
supplier meeting all their requirements will be a challenging job. Such organizations need a good
decision support system to evaluate the suppliers effectively. Several decision support systems have been
reported to deal with complex selection process to decide the right supplier. Many mathematical models
have also been developed. This paper presents a new method, named as Bit Decision Making (BDM)
method, which treats such complex system of decision making as a collection and sequence of reasonable
number of meaningful and manageable sub-systems by identifying and processing the relevant decision
criteria in each sub-system. Help of Boolean logic and Boolean algebra is taken to assign binary digit
values to the selection criteria and generate mathematical equations that correlate the inputs to the output
at each stage of decision making. Each sub-system with its own mathematical model has been treated as a
standardized decision sub-system for that phase of making decision in evaluating suppliers. The sequence
and connectivity of the sub-systems along with their outputs finally lead to selection of the best supplier. A
real-world case of evaluation of information technology (IT) tenders has been dealt with for application of
the proposed method. The paper discusses in detail the theory, methodology, application and features of
the new method.
Using Information Aggregation Markets for Decision SupportWaqas Tariq
Information Aggregation Markets, often referred to as prediction markets, are markets that are designed to aggregate information from a disparate pool of human individuals to make predictions about the likely outcome of future uncertain events. This paper looks at how Information Aggregation Markets can be incorporated into the standard body of decision making theory. It examines how Information Aggregation Markets can be used as decision support systems, and provides empirical evidence from a wide variety of sources as to the effectiveness and practicality of Information Aggregation Markets. Finally, this paper details some future research questions to be addressed in the area of Information Aggregation Markets.
Optimal Alternative Selection Using MOORA in Industrial Sector - A ijfls
Modern manufacturing organizations tend to face versatile challenges due to globalization, modern
lifestyle trends and rapid market requirements from both locally and globally placed competitors. The
organizations faces high stress from dual perspective namely enhancement in science and technology and
development of modern strategies. In such an instance, organizations were in a need of using an effective
decision making tool that chooses out optimal alternative that reduces time, complexity and highly
simplified. This paper explores a usage of new multi criteria decision making tool known as MOORA for
selecting the best alternatives by examining various case study. The study was covered up in two fold
manner by comparing MOORA with other MCDM and MADM approaches to identify its advantage for
selecting optimal alternative, followed by extending MOORA with interval grey numbers, crisp and interval
grey number and whitening coefficient and future scope of the present work concentrate on highlighting the
scope and gap between MOORA, Multiplicative form of MOORA(MULTIMOORA) and Multi objective
optimization on the basis of simple ratio analysis (MOOSRA) for numerous manufacturing and service
applications.
Single Or Multiple Sourcing: A Mathematical Approach To Decision Makinginventionjournals
ABSTRACT: There is often a tussle between choosing a right sourcing strategy which says, whether the buyer should go for single sourcing or multiple sourcing. In this paper we introduces quality as a parameter apart from other parameter such as economies of scale and specific knowledge or learning effect on sourcing strategy selection by taking into account the small number of interaction involving buyer and competing suppliers, formulated mathematically using Berndt Wood Model (Translog cost function). The objective is to find whether the difference function between the cost of production in single sourcing and Multiple (dual) sourcing is decreasing or increasing, when quality as parameter is introduced. Using the concept of maximization and minimization of a function, it is achieved, considering certain assumptions. Here the results indicates that in the long run multiple sourcing is definitely the better option, which able to cater quality as well as supplier opportunism and cost. This further established by the numerical illustration.
MCDM Techniques for the Selection of Material Handling Equipment in the Autom...IJMER
This document discusses different multi-criteria decision making (MCDM) techniques for selecting material handling equipment in the automobile industry. It first provides background on material handling and the automobile industry. It then reviews literature on relevant criteria for equipment selection: material, move, and method. The document proceeds to describe four MCDM techniques in detail: Analytic Hierarchy Process (AHP), Fuzzy Analytic Hierarchy Process (FAHP), Technique for Order Preference by Similarity to Ideal Solution (TOPSIS), and provides numerical examples of applying each technique to different shops (body, paint, trim, final assembly) to determine the best material handling equipment.
Selection of Best Alternative in Manufacturing and Service Sector Using Multi...csandit
Modern manufacturing organizations tend to face versatile challenges due to globalization,
modern lifestyle trends and rapid market requirements from both locally and globally placed
competitors. The organizations faces high stress from dual perspective namely enhancement in
science and technology and development of modern strategies. In such an instance,
organizations were in a need of using an effective decision making tool that chooses out optimal
alternative that reduces time, complexity and highly simplified. This paper explores a usage of
new multi criteria decision making tool known as MOORA for selecting the best alternatives by
examining various case study. The study was covered up in two fold manner by comparing
MOORA with other MCDM and MADM approaches to identify its advantage for selecting
optimal alternative, followed by highlighting the scope and gap of using MOORA approach.
Examination on various case study reveals an existence of huge scope in using MOORA for
numerous manufacturing and service applications.
Customer expectations and perceptions of service quality of mobile phoneIAEME Publication
This document analyzes customer expectations and perceptions of service quality among the top five mobile phone service providers in Kerala, India using the SERVQUAL model. A survey was conducted of 238 mobile phone users to evaluate service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Gap analyses were presented for each service provider comparing customer expectations to perceptions for the reliability and assurance dimensions. The analyses revealed gaps between expectations and perceptions for most providers and dimensions, with Vodafone showing the largest gaps of 48% for assurance and 32% for reliability.
This document discusses an attribute-based model of customer satisfaction for internet self-service technology. It examines how attributes like efficiency, ease of use, performance, control and convenience impact user satisfaction. It also identifies three segments of technology users based on their readiness to adopt technology, and argues that the importance of attributes in determining satisfaction varies across these segments. A survey of 459 online travel/bookstore users found support for these ideas and implications are discussed for managing customer experiences.
This document discusses a study analyzing the effect of product quality on customer satisfaction and loyalty for Indihome customers of PT Telkom Regional 1 Sumatera in Medan, North Sumatra, Indonesia. The study aims to analyze the direct and indirect effects of product quality on customer satisfaction and loyalty. A survey was conducted of 396 Indihome customers to assess the impact of product quality dimensions like performance, features, reliability, and durability on satisfaction and loyalty. The results showed the direct effect of quality on loyalty was smaller than the indirect effect through satisfaction. Satisfaction had a mediating role and was most influenced by product performance. The document reviews relevant literature on the key concepts of product quality, customer satisfaction, loyalty and
Microfinance intervention and enterprises growthAlexander Decker
This document summarizes a study that used structural equation modeling to assess the impact of microfinance services on the growth of micro and small enterprises in Tanzania. The study measured enterprise growth using sales revenue, assets levels, and number of employees. It measured microfinance services using loan amounts received and invested, as well as interest rates and repayment times. The findings revealed that while loan amounts positively affected growth, loan conditions like interest rates and repayment times negatively affected growth. The study recommends that microfinance institutions provide loan conditions that do not hinder enterprise growth.
A BENCHMARK MODEL FOR INTERNAL ASSESSMENT OF INDUSTRY USING FUZZY TOPSIS APPR...ijmech
Internal assessment is one of the most important factor of an industry, needs appropriate improvement
planning between the departments with development of Benchmark model among them. The proposed study
applies Fuzzy Technique for Order Preference by Similarity to Ideal Solution to rank different alternatives.
The preliminary results indicate that the proposed model is capable of determining appropriate
competition between departments which are Human Resource, Finance, Production, Quality Assurance. To
remove the subjectivity, the linguistic data about the attributes is converted into a crisp score by using
fuzzy numbers and then the different alternatives are evaluated based on attributes by TOPSIS approach to
find the best alternative according to the industry’s requirement. Thus the endeavor has been made by the
authors to give a simple model for the evaluation of internal assessment of an industry
This document summarizes a study that assessed service quality across private, public, and foreign banks in Gujarat, India. The study used a survey of 246 customers to measure service quality attributes. Factor analysis identified 19 variables across 5 groups that explained 95.22% of the variance. The results showed service quality is a key driver of customer satisfaction. However, more research is needed to validate the findings and investigate the causal relationships between service quality and customer satisfaction. The study contributes to the limited research on service quality assessment in Indian banking.
MBA thesis presentation Nepal open universityRabindra Aryal
MBA thesis presentation NOU full thesis on ( Nepal open university) https://www.academia.edu/72538587/FACTORS_INFLUENCING_THE_USAGE_OF_DIGITAL_MOBILE_WALLET_IN_NEPAL
Contents lists available at ScienceDirect
Computers in Human Behavior
journal homepage: www.elsevier.com/locate/comphumbeh
TITLE : The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services
a b s t r a c t : The purposes of this study are to construct an instrument to evaluate service quality of mobile valueadded services and have a further discussion of the relationships among service quality, perceived value,
customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression
analysis were used to analyze the data collected from college and graduate students of 15 major universities
in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase
intention; (4) service quality has an indirect positive influence on post-purchase intention through customer
satisfaction or perceived value; (5) among the dimensions of service quality, ‘‘customer service and
system reliability” is most influential on perceived value and customer satisfaction, and the influence of
‘‘content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.
a r t i c l e i n f o
Article history:
Available online 11 April 2009
Keywords:
Mobile value-added services
Service quality
Perceived value
Customer satisfaction
Post-purchase intention
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
This study examines factors that predict consumers' intentions to adopt mobile commerce in China and Malaysia. The researchers investigated how trust, cost, social influence, variety of services, perceived usefulness, perceived ease of use, and trialability impact adoption. They found that consumers care more about the variety of services and are price conscious. The results help mobile companies understand what strategies would attract consumers in developing countries like China and Malaysia.
This document discusses a proposed system called TICOS (Treatment Information and Cost Optimization System) to address issues with decision uncertainty and the compromise effect for patients making health care decisions in India. It begins with background on existing health information systems and literature on decision making. It then outlines the existing challenges with variability in quality and costs across providers and lack of standardized information. The proposed TICOS system would provide patients complete information on treatment options and costs to improve transparency and decision making. It would be integrated across hospitals in a region through regulatory bodies. The goal is to help patients make more informed, optimized choices to get the best treatment within their means and reduce decision uncertainty.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
The internet banking services is an innovative financial transaction channel that has assumed a new urgency
and relevance in today’s world of business. The developed countries have embraced these services with little
difficulty while the developing countries are beginning to see the benefits. The objective of this research
hinged on the exploration of the supply and demand of internet banking services in the United Kingdom with
special emphasis on three cities: London, Birmingham and Manchester. The study primarily probed into the
extent to which the internet banking services has been adopted in the three major cities of the UK – London,
Birmingham and Manchester. Secondly, it looked at the factors that are driving this adoption and thirdly, the
reasons for non-usage by some segments of the selected regions. The consumer resistance theory by Ram
and Sheth (1989) was therefore used as a framework of the study. As the focus is to ascertain the reasons for
non-usage, and based on this framework, the following divisions were arrived at based on the non-users: 1)
those that intends to use the services and 2) those that have no intention to use the services. The study data
shows that there are significant differences based on the reluctant/resistance paradigm. The reluctant group
falls into those that want to use but have not wholly made up their minds to do so while the resistance groups
are those that have no intention of using the internet banking system at all. The study in a nutshell, provides
financial managers and the academic community with a tool to engage these non-users through product
designs and promotions.
Research Report: Customer Services in Social Media ChannelsAlexander Rossmann
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
Wang & BenbasatInteractive Decision AidsRESEARCH ARTICLE.docxjessiehampson
Wang & Benbasat/Interactive Decision Aids
RESEARCH ARTICLE
INTERACTIVE DECISION AIDS FOR CONSUMER DECISION
MAKING IN E-COMMERCE: THE INFLUENCE OF PERCEIVED
STRATEGY RESTRICTIVENESS1
By: Weiquan Wang
Department of Information Systems
Faculty of Business
City University of Hong Kong
Tat Chee Avenue, Kowloon
HONG KONG SAR
[email protected]
Izak Benbasat
Sauder School of Business
University of British Columbia
2053 Main Mall
Vancouver, BC V6T 1Z2
CANADA
[email protected]
Abstract
This paper extends the effort–accuracy framework of cogni-
tion by taking into account the perceived strategy restric-
tiveness of decision aids, and tests the extended framework in
a context in which online decision aids are used to elicit
consumers’ preferences, automate the processing of the pre-
ferences, and provide product advice for consumers. Three
types of decision aids with different decision strategy support
capabilities (an additive-compensatory based aid, an elimina-
tion-based aid, and a hybrid aid supporting both strategies)
1Bernard Tan was the accepting senior editor for this paper. Cheri Speier
served as the associate editor.
are compared in terms of users’ perceptions of strategy
restrictiveness, advice quality, and cognitive effort. These
comparisons are grounded on the properties of normativeness
and complementarity of decision strategies employed by the
aids. A normative strategy takes into account both the users’
attribute preferences and the relative importance of such
preferences, and allows for trade-offs among preferences
(e.g., additive–compensatory). Strategy complementarity
indicates support for decision rules based on multiple
strategies (e.g., both additive–compensatory and elimination
strategies).
The experimental results support the validity of the extended
effort–accuracy–restrictiveness framework and the effects of
strategy normativeness, but not the effects of strategy com-
plementarity. In addition to the perceptions of cognitive effort
and advice quality, perceived strategy restrictiveness exerts
a significant influence on consumers’ intentions to use online
decision aids. The additive–compensatory aid is perceived to
be less restrictive, of higher quality, and less effortful than the
elimination aid, whereas the hybrid aid is not perceived to be
any different from the additive–compensatory aid.
Keywords: Decision aid, decision strategy, restrictiveness,
cognitive effort, advice quality, strategy normativeness,
strategy complementarity, explanation
Introduction
With the rapid advancement of Internet and Web-based appli-
cations, interactive online decision aids are increasingly being
made available to facilitate consumers’ online decision
MIS Quarterly Vol. 33 No.2, pp. 293-320/June 2009 293
Wang & Benbasat/Interactive Decision Aids
making (Grenci and Todd 2002; Häubl and Trifts 2000;
Leavitt 2006; Wang and Benbasat 2005; Xiao and Benbasat
2007). These aids elicit users’ preferences, carry out a set of
sear ...
6
Interim Report
Keisha Wisher
Wilmington University
May 31, 2017
Interim Report
Background
The problem facing the CMS Bank is the acquisition of automated communication software to reach its clients at the most timely speed possible. The history of the issue arises from the recent financial crises that saw millions of investors in the mutual funds and other financial organizations institutions. The problem emerged from the failure of the investors in the financial sector to have accurate and timely information that could have helped them to make alternative investments. The loss heightened the investors’ fear of investing in a given mutual fund company that does not inform its investors sufficiently on the market trends that might expose them to financial losses. Thus, CMS Bank as a mutual fund company is considering acquiring communication software to resolve this problem of communicating with the clients sufficiently. Similar acquisition problems have been faced by the organization in the past that have proved successful. The capital budgeting process that has been used in the past decision-making process has been effective in helping the organization to make the optimal decision.
The problem of buying the best communication software has impacted diverse stakeholders. One of the stakeholders to be affected is the project manager since he will be responsible for ultimate decision adopted. Thus, he is concerned with ensuring the decision undertaken is the optimal option. The second stakeholder affected by the problem is the finance officer because he is responsible for evaluating the financial viability of the diverse acquisition alternatives in advising the project manager. Consequently, the finance officer must be diligent in the evaluation measures to ensure the right results have arrived under the evaluation considerations. The information and communication commissioner of the organization is also a stakeholder affected by the problem resolution. The information and communication technician will be responsible for advising the team on the various technical dimensions of the communication system. Thus, the technician will be concerned with the value of the technical assistance given in allowing the team to make an informed choice. Finally, the Chief Executive Officer of the CMS Bank is another stakeholder affected by the problem. The CEO is answerable to the investors and owners on the efficiency communication system that will be acquired. Accordingly, the CEO will be concerned with ensuring that the team assigned in resolving the problem is competent and trustworthy in delivering value to the investors and shareholders.
Problem Statement
CMS Bank management has considered the problem is determining the optimal communication system in reaching the clients at the timely speed possible. Thus, the problem focuses on determining the system that will deliver messages efficiently to the customers at a lower cost compared to the cur.
Telecommunications Consumers: A Behavioral Economic AnalysisEmre Sarı
A brief review of the article, which is published by Peter D. Lunn. Telecommunications Consumers: A Behavioral Economic Analysis is "a commentary on consumer behavior in modern telecommunications markets, based on advances in behavioral economics. The core argument is that the combination of FBB, PSTN, Mobile and TV properties, which is unique to telecommunications, is likely to foment decision-making biases established by behavioral economics. This central insight is used to address two issues of concern from a pro-consumer perspective: low levels of switching between providers and failure to select optimum tariffs."
The document summarizes a research paper on switching costs and loyalty in the context of online to offline (O2O) platforms. It discusses how inertia, perceived ease of use, customization, and quality of offerings can influence consumers' switching costs for O2O platforms. Higher switching costs are then hypothesized to increase consumers' affective loyalty, cognitive loyalty, and future behavioral intentions (purchase intentions) toward the O2O platform. The paper aims to provide a theoretical framework for understanding loyalty in the O2O context and practical guidelines for O2O platforms.
This document contains extracts from academic writing and commercial writing. The academic extracts discuss topics like knowledge transfers, strategic alliances, and palliative care research. They use complex language and cite multiple references. The commercial extract proposes an idea to convert taxis to electric vehicles. It uses simpler language to describe business benefits and next steps. Word choice, length, specificity, and citation of references can help distinguish academic from commercial writing.
This document discusses the challenges of rigorously measuring the impact of microfinance and summarizes recent evidence and reviews on the topic. It notes that popular expectations of microfinance are declining as more rigorous randomized controlled trials show less positive results than earlier studies. The document reviews different types of impact studies and evidence, focusing primarily on direct effects of microcredit on typical clients. It discusses what constitutes "rigorous" evidence and different approaches to measuring microfinance impact, including independent quantitative and qualitative studies as well as internal social performance assessments. The challenges of accurately measuring impact through interviews and statistical sampling are also outlined.
This is the fourth in a series of briefs examining practical considerations in the design and implementation of a strategic purchasing pilot project among private general practitioners (GPs) in Myanmar. This pilot aims to start developing the important functions of, and provide valuable lessons around, contracting of health providers and purchasing that will contribute to the broader health financing agenda. More specifically, it is introducing a blended payment system that mixes capitation payments and performance-based incentives to reduce households’ out-of-pocket spending and incentivize providers to deliver an essential package of primary care services.
SYDNEY BUSINESS SCHOOL - UNIVERSITY OF WOLLONGONG.docxdeanmtaylor1545
SYDNEY BUSINESS SCHOOL - UNIVERSITY OF WOLLONGONG
NSW Taxi Industry
-
Understanding consumer behaviour and building a
unique selling proposition
MGNT922 - BUSINESS RESEARCH PROJECT
Name: Phuong Nguyen
Student ID: 5961294
Word count: 3,918
Acknowledgement
The research has been conducted under the guidance of Ms. Zeynep Roberts, Coordinator and Lecturer of MGNT922 Business Research Project at Sydney Business School, University of Wollongong. We thank Ms. Roberts for providing knowledge and expertise that substantially assisted this research.
Moreover, we would also like to acknowledge with gratitude the support of all participants. Their insights were of fundamental importance to the understanding of the research problem, and the study would not have been possible without these individuals.
Table of Contents
I. Introduction 5
II. Literature review 5
III. Research methodology 11
IV. Analysis and Interpretation 13
V. Conclusion 16
References 18
Executive Summary
The study aims to understand the competitive position and differentiation of the point-to-point transport service market, which is achieved through the understanding of consumer behaviour and attitudes towards services in the category. The report is divided into five main sections, namely introduction of the industry and problem under study, extensive literature review, research methodology, analysis and interpretation, and conclusion.
The introduction provides an introduction of the research and the overview of the NSW Taxi industry with its challenges to overcome. The report then provides a critical review of four relevant literatures linked to the research problem and questions. In this section, Katz's four functional theories of attitudes acts as a guidance for determining the underlying motives of consumer behaviour and attitudes. The second model reviewed is the innovation adoption model, which is directly linked to the creation of the unique selling proposition. The third model assesses the habitual, cognitive and affective decisions included in the consumer decision making process, while the last model mentioned is the three levels of product, which offers the view that a service is composed of factors beyond physical features, but also a complex combination of attributes and benefits.
The study employs both primary and secondary research, which consists of in-depth interview to collect qualitative data from a sample of 5, and survey to gather quantitative data using SurveyMonkey with a sample of 50. Moreover, secondary research retrieves information from online databases such as journal articles and news articles. The research employs samples of adults living in Sydney who use the taxi service at least monthly, with the sample being drawn using non-probability sample design and online sampling due to its ability to reach a wider range of people within a limited timeframe. However, the research has certa.
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The document provides an executive summary of a study on the value of network neutrality to European consumers. Some key findings of the study include:
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- Consumers are generally open to some prioritization of data but don't want it to negatively impact others' access. They value fairness in traffic management.
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- Providing consumers with information about how the internet works and traffic
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Here are some potential pros and cons of bitcoin:
Pros:
- Decentralized: No single entity controls the bitcoin network or currency supply. Transactions occur peer-to-peer without an intermediary.
- Pseudonymous: Users can transact without revealing personal identifying information.
- Borderless: Bitcoin can be used globally without restrictions of geography or regulation.
- Limited supply: Only 21 million bitcoins can ever be created according to its coding, unlike fiat currencies which face inflation.
Cons:
- Volatility: Bitcoin prices are highly volatile and fluctuate greatly on a daily basis.
- Anonymity: The pseudonymous nature can enable criminal activity like money laundering and ill
- The concept of pure competition requires complete information availability to all market participants about prices and conditions. If full information is lacking, the market mechanism can fail.
- Transaction costs, such as the effort involved in exchanges, are another potential cause of market failure if the costs outweigh efficiency gains.
- Externalities, which are effects on third parties not involved in exchanges, can lead to market failure if their costs and benefits are not reflected in market prices. This is an important topic that will be discussed later.
The advantages of a connected device can be explored through the different categories of needs, by trialling a range of solutions and considering a framework of manageable steps.
Technology Acceptance Model for Mobile Health SystemsIOSR Journals
Abstract: The purpose of this paper is to explore the factors that influence health-related consumer’s
acceptance to use the mobile technology as a tool for receiving healthcare services. Based on technology
acceptance model (TAM), this paper provides a better understanding of antecedent of key acceptance constructs
(e.g. intention to use, perceived usefulness, perceived ease of use). The proposed research model and hypotheses
validated and tested with data collected from 302 Egyptians and Yemenis patients, health professionals, and
general health users. The results are analyzed using a number of statistical techniques including partial least
squares. The key findings obtaining from the results of the three surveyed stakeholders reveal that: (1) ninety
percent are indented to use mobile health services. (2) While intention to use has greatly influenced by
perceived usefulness, the impact of perceived ease of use varies. (3) Perceived value, perceived ease of use and
portability factors are significantly affect perceived usefulness. (4) Self-efficacy and technology anxiety have a
great impact on perceived ease of use. (5) The impact of the rest of the suggested factors ranged from medium,
low, and insignificant. The research made an in-depth exploration and examination of the factors that influence
user’s intention to use mobile health services focusing on technological, cultural, organizational, political, and
social aspects whereas most of the previous studies considered only one or two aspects together. The proposed
model can be applied to assess mobile health user’s acceptance, thereby help mobile health developers and
providers to develop better mobile health applications that meet the needs of the potential users.
Keywords: Intention to use, Mobile health, portability, Resistance to change, Technology anxiety, Technology
acceptance model
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THE IMPACT OF PSYCHOLOGICAL BARRIERS IN INFLUENCING CUSTOMERS’ DECISIONS IN THE TELECOMMUNICATION SECTOR
1. International Journal of Managing Public Sector Information and Communication Technologies (IJMPICT),
Vol. 4, No. 4, December 2013
DOI : 10.5121/ijmpict.2013.4401 1
THE IMPACT OF PSYCHOLOGICAL BARRIERS IN
INFLUENCING CUSTOMERS’ DECISIONS IN THE
TELECOMMUNICATION SECTOR
Hussein Nassar1
, Goodiel Moshi 2
and Hitoshi Mitomo 3
1
School of Media and Information, Lebanese University, Beirut, Lebanon
2
Graduate School of Asia-Pacific Studies (GSAPS), Waseda University, Tokyo, Japan
3
Graduate school of Asia-Pacific Studies, Waseda University, Tokyo, Japan
ABSTRACT
Increased competition in broadband telecommunication market led to a surge in campaigns and packages
for customers. Whereas traditional economic theory assumed that abundance of alternatives is to be
welcomed by customers, recent theories however, have emphasized that multiple choices may have a
negative role in adoption or switching behavior. The unorthodox conclusions of negative impact of wide
assortment of choices were studied through the lens of behavioral economics. Most notably, “anticipated
regret” was identified to be major cause of choice deferral of purchase. This paper investigates the role of
selection difficulty and anticipated regret on the intention of broadband subscribers to upgrade to higher
connection speed. The result shows that there is a significant positive relationship between anticipated
regret and decision avoidance. Results also indicate that selection difficulty has positive relationship with
switching cost thus indirectly reducing the perceived net benefit of upgraded internet connection. This
study, therefore, confirmed the significant impact of psychological barriers together with economic factors
in influencing customers’ decisions in the telecommunication sector. This paper thus recommends
managers of telecom firms and regulators to seek reducing anticipated regret and selection difficulty when
promoting upgraded services even when such services are promising higher economic benefit.
KEYWORDS
Switching Behaviour, Psychological Barriers, Broadband Industry, Structural Equation Modelling
1. INTRODUCTION
Innovations in telecommunications and investment in broadband infrastructure allow new
entrants to offer more advanced services in competitive prices. Adopting these services by
consumers may enhance the overall perceived value and increase efficiency in the market.
Therefore, “an important characteristic of a competitive broadband market is the ability of
consumers to switch between broadband service providers”[1]. However, limited numbers of
consumers tend to switch their provider even when better alternatives may be present in the
market. The aim of this study is to investigate the factors that influence the upgrade behavior in a
broadband telecommunication market in the presence of multiple available alternatives. In
particular, this paper argues that psychological factors such as selection difficulty, anticipated
regret and decision avoidance play a significant role in the intention of subscribers to upgrade
their services.
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When a consumer opts to purchase a new telecommunication service or package, she will
encounter a wide assortment of choices. While companies offered many different services to meet
the unique demands of its clients, this attitude, had its drawbacks as it reduced purchasing
swiftness of consumers who are less capable of choosing the service which best suits them. In
telecommunication markets, upgrading services may have a significant benefit compared to the
added fee that the customer has to pay. However, customers are reluctant to upgrade even when
such an opportunity exists.
The commitment of customers to stay with their current operator was justified by economical
reasons which usually put high emphasis on the switching barriers such as money, time and effort
[2]. Nonetheless, the traditional theories of utility and expected utility were not always sufficient
to explain the tendency of customer to remain with their broadband service provider [3]. In
particular, psychological misperception [4] proved significant in the inclination to stay with the
current service provider.
One often discussed misperception is “Endowment effect” or “loss aversion”. The concept of loss
aversion was applied to justify flat-rate bias of customers in internet services [5], as customer
tend to chose flat-rate tariff plan even when they would be better off economically paying
through metered payment plan. Mitomo et. al [6] integrated concepts from behavioral economics
theory such as loss aversion and reference dependence to explain the flat rate payment bias of
mobile internet subscribers.
Another related factor for status quo bias is regret-avoidance. Evidence has shown that human are
regret-averse meaning that they chose situations in which they are less likely to regret in future,
even if in advance their decision to be in a different situation could be better justified given
information available at that time [7]. In his book, “The Paradox of Choice”, Barry Schwarzt [8]
explained the psychological reasons associated with abundance of choices that lead to choice
paralysis. In particular, Kahneman et al. [9] explained that decision makers feel stronger regret
for bad outcomes that are the result of action taken rather than similar results based on lack of
action. Several other studies have experimentally evaluated the role of anticipated regret in
customer behavior [10]. A common antecedent of anticipated regret is selection difficulty.
Selection difficulty is the amount of psychological pressure required to select the best option
among many alternatives. Selection difficulty is usually related to number of choices and number
of parameters for each choice that needs to be compared with other alternatives.
Previous works on switching behaviour focused on costs and benefits of switching in examining
the attitude to switch. This paper integrates the cost-benefit model with constructs that impede
decision making, mainly: “selection difficulty”, “anticipated regret” and “decision avoidance”.
The results show that there is a significant positive relationship between anticipated regret and
decision avoidance. Results also indicate that selection difficulty has a positive relationship with
anticipated regret thus indirectly reducing consumer’s upgrading behavior of their internet
connection. Such a combined model will aid managers of telecom firms and regulators as it
highlights the significance of reducing anticipated regret and selection difficulty when promoting
upgraded services even when such services are promising higher economic benefit.
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2. THEORETICAL BACKGROUND
2.1 Cost-benefit analysis
The model presented in this case study builds on the rational based decision making framework
which applies cost-benefit heuristics in its analysis. Kim [11] applied the concept of cost-benefit
analysis to evaluate the switching behavior to new information systems. Joshi [12] implemented
an equity implementation model (EIM) which evaluated the behavior of the individual based on a
comparison of changes in outcomes and changes in inputs. Other models which apply similar
concepts are the “push-pull” models which are explained by Bansal et al. [13] as “According to
the push-pull paradigm, there are factors at the origin that encourage (push) an individual to leave
and factors at the destination that attract (pull) the individual toward it”. Cost-benefit models in
general rely on switching costs, switching benefits and perceived net benefit of switching
behavior. Switching costs are defined as the factors that restrain a broadband connection
subscriber from upgrading his/her service. In particular these costs were defined in terms of
additional monetary costs required to be paid including costs such as installation costs and
modem price, effort needed to conduct the switching process, time required to make the switch
and general discomfort for the transition [14]. Switching benefits are the advantages granted by
the switch to the new service. Based on Moore et al. [15], consumer benefit can be assessed in
terms of importance of upgraded internet to the customer, the expected increase in efficiency, the
expected increase in productivity and the expected enhancement in usage experience. The
advantages are mainly subjectively evaluated based on the expected utility of the new service.
Finally perceived net benefit is the subjective evaluation of the overall utility of a switch given
the switching costs required. Perceived net benefit measures the extent to which the customer
considers switching worthwhile given the costs he/she encounters in addition to the extent that the
customer believes switching to a new provider is justified economically [16].
2.2 Decision Avoidance
The concept of decision avoidance was formally introduced by Anderson [10] who analyzed the
constructs of decision avoidance, its antecedents and its consequences. Related notions to
decision avoidance were discussed in various disciplines of psychology in the second half of past
century. Festinger [17] introduced the concept of cognitive dissonance which is the conflict
between two or more ideas or concepts, whereas the first idea usually represents a current state or
action, the others ideas support a different course of action to be taken. For example, a smoker
who is well informed of the dangers of smoking is in a state of cognitive dissonance. This state of
conflict (i.e. dissonance) is uncomfortable, inducing individuals to reduce it or avoid it. He claims
that individuals try to avoid cognitive dissonance through rejecting to make a change as this
change may contradict held ideas or concepts. Supported by the concept of “cognitive
dissonance” Irving et al. [18] introduced the concept of defensive avoidance. “The defensive
response takes several forms: evasive, in which reminders of the decision are ignored and
distractions are sought; buck passing, in which responsibility for the decision is shifted to others;
and bolstering, in which the decision maker seeks reasons, in a biased manner, to support an
inferior course of action” [10]. Later research focused on incorporating decision avoidance
principles in consumer behavior. Beattie et al. [19] contrasted decision aversion with decision
seeking behavior of individuals. They concluded that decision avoidance is context based rather
than based on individual characteristics. More specifically, Samuelson et al. [4] experimentally
deduced that humans have what they called “status quo bias”. Status quo bias is the inclination of
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decision makers to stick with current choice when presented with other choices while the
expected utility function favors alternatives. Furthermore, it is argued that status quo bias can
occur even in simple decision making [4]. In accordance to the aforementioned concepts decision
avoidance is defined as perception of individuals to require more time before deciding to switch
to an alternative option. In other words, decisions avoiders tend to believe they need more time
before making a decision.
2.3 Regret Theory
Research on regret had an exponential rise in the past few years. Regret as an emotion was
integrated into various fields such as economics, psychology, marketing, health and other
domains [20]. Discourse on the impact of regret in decision making is expected to grow. The
increase in market competition and economic liberation in the past years, gave individuals more
choices and more control over what to choose. Furthermore, the spread of information technology
has amplified the sources of information. This has resulted in an increased sense of self
responsibility over decisions that people make. The significance of regret stems from its direct
relationship with responsibility [21]. Therefore regret is a direct consequence of person’s actions
or inactions.
Negative emotions following a wrong (or non-optimal) decision such as regret often transforms
into a memory people perceive as a resource for the next decision making process. Therefore,
regret is not a passive emotional state, but transforms into an active emotion in decision making
process. In particular, in purchase behavior customers tend to estimate anticipated regret that may
come as a consequence of their choice [21]. Anticipated regret can be explained based on
Schwartz et al. [22] as a consequence of customer negative emotions when he/she recognizes
there are better alternatives and counterfactual thought of what would have happened if he/she
had chosen differently in addition to the anticipated negative emotions that the respondent usually
suffers if he/she makes a wrong decision.
Research has shown that alternatives that create the least amount of regret may not always be
explained through traditional theory of economic utility of the present alternatives. In particular,
research focused on the impact of anticipated regret on the decision of a customer to stay with the
default or conventional alternative [23]
The explanation for higher intensity of regret is related to the counterfactual thinking that
individuals encounter after taking a decision. Counterfactual thinking is collection of imagined
scenarios that are alternative to reality which often represent better situation, had the individual
chosen differently. The individual reminds himself of “if only - would have been” scenarios. One
explanation for potentially higher encountered regret after taking an action (vis-a-vis keeping the
status quo) is that it is easier for individuals to imagine alternative realities that were once status
quo than a scenario that ought to happen had an action been taken [24].
2.4 Selection Difficulty
Shugan [25] formally introduced the concept of “confusion index” in his discussion on the factors
that influence the thinking costs when choosing an item among available alternatives. He
understood that mental capability of an individual is a limited resource and factors such as:
number of alternatives, number of characteristics for each alternative, similarity among
alternatives, and the desire of the individual to make the right choice have mental cost on the
decision maker. For consumers, depending on the attributes of the choices, they will face a
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difficulty in picking an optimal choice [26, 27], and will perceive selection process as complex
task [28]. Iyengar et al. [29] created a series of experiments to test the impact of a number of
choices on decision behavior and subsequent satisfaction. It is argued that individuals
encountering extensive-choices are more likely to feel responsible and that might inhibit their
decision out of fear of later regret [29]. When decision maker is ought to make a decision from a
set of similar choices, his/her anticipated regret will increase since his/her choice implies missing
opportunity of other choices and therefore increased counterfactual thinking. In general this
argument applies for perceived selection difficulty of one choice from a set of choices.
3. CONSTRUCTION OF THE MODEL
3.1 Switching costs, switching benefits and perceived net benefit
The aim of this case study is to investigate the interaction between major constructs within the
switch-cost model and the psychological constructs from regret and decision avoidance theories.
The impact of switch costs on the switching intentions has been reviewed in many literatures.
Cronin et al. [30] representation of sacrifice construct resembles the definition of switching costs.
According to the authors the sacrifice construct has a negative impact on the perceived value
preceding the behavioral intention of customers. Yang et al. [31], further confirmed switching
costs will lead to higher level of perceived value which will increase likelihood for loyalty of the
current provider. Based on these theories the following is proposed:
Hypothesis 1: switching costs have a negative impact on perceived net benefit.
Perceived switch benefit is preliminary self evaluation of the impact of increased internet speed
on the well being of the subscriber. This construct is similar to the construct developed by Moore
et al. [15] concerning relative advantage. Subscriber would view higher internet speed as
increasing productivity, efficiency and lowering nuisance caused by lower speed internet.
Hypothesis 2: switching benefits has a positive impact on perceived net benefit.
Perceived net benefit is evaluation of whether switching to higher speed of internet given the
costs encountered would be a smart choice. According to “canonical” form of cost-benefit
model, a consumer will opt for an alternative with higher net benefit based on customer
preferences [4]. It follows that that an increase in perceived net benefit of a switch will increase
switching intention of customers and decreasing perceived net benefit will result in decreasing
switching intention. These assertions follow various literature on the relation between perceived
value and behavioral intention [11, 30 – 32].
Hypothesis 3: perceived net benefit has a positive impact on switching intention.
Figure 1 displays the summary of the rational based cost-benefit analysis of switching behavior.
The novelty of this research stems from the added factors corresponding to behavior economic
models, these are: anticipated regret, selection difficulty and decision avoidance.
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3.2 Decision avoidance, selection difficulty and anticipated regret
Decision avoidance is a representation of uncertainty and desire to confirm decision before
drawing a conclusion toward a switching behavior (switch vs. non switch). An individual who has
a switching intention has already committed to the idea of switch, but is yet to take action. The
relation between decision avoidance in its different forms and behavior of customers were
discussed by several authors [33-37]. However, most discussions were focused on the antecedents
of decision avoidance and characterizations of customers based on their psychological
characteristics. Consumer behavior studies were a subset of an overall study relating decision
avoidance with overall behavior. For example Ferrari et al. [37] related decision avoidance to the
choice of “previous performance styles, even when they are no longer optimal”. Further, a
preference for no-choice option is driven by “hesitation” to commit to a single choice [27]. The
relation between decision avoidance and potential product or service purchase was reflected in
series of papers [34, 36, 37]. Based on these theories the following is proposed:
Hypothesis 4: decision avoidance has a negative impact on switching intention
The risk of failure and the anticipated negative emotions create a feeling of uneasiness which
creates an attitude for the consumer to postpone or delay the decision. More precisely, Lazarus’s
theory of emotion elicitation implicates that choosing an avoidance option is a technique of
emotional coping when consumers are faced with conflicting decisions where tradeoffs are
required [36]. Similarly, cognitive dissonance theory [17], explains the choice avoidant option
when consumers are encountered with contradictory choices or when there is possibility of
dissatisfaction after the switch. Decision avoidance therefore has a temporal perspective which is
similar to construct “decision procrastination” [38] and applied by different consumer behavior
theorists such as Tsiros et al. [39] in their paper on antecedents and consequences of regret in
consumer behaviour, illustrated hypothetical situation to assess various assumption on the relation
between regret, anticipated regret and switching behavior. They generally concluded that
customer would avoid anticipated regret through sticking with status quo. In particular, with
irreversible decisions there will be more anticipated regret association. In the case of broadband
connection even though the decision is revisable, however, it is usually associated with high costs
which implies lower reversibility than other services or products. Redelmeier et al. [40] related
regret to number of choices offered. With higher number of choices there was higher commitment
Perceived net
benefits
Switching
intentions
Switching
costs
Switching
benefits
H1: (-)
H2: (+)
H3: (+)
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to status quo due to higher conflict of choice and higher anticipated regret. Based on the
mentioned studies the following is postulated:
Hypothesis 5: anticipated regret has a positive impact on decision avoidance
Emotions such as anticipated regret have direct association with switching costs. If an action is
easily rolled back with no commitment required, the anticipated regret will be minimal.
Switching costs in this study take the form of monetary costs of setting up the new system
(installation plus modem) in addition to time and effort required to complete the task. Therefore,
the following is proposed:
Hypothesis 6: Switching costs have direct positive impact on anticipated regret.
Similar reasoning can be applied on the relation between switching costs and selection difficulty.
Given minimal switching costs, it will be easier for a customer to select a choice as this selection
can be overturned and another selection can be made. In contrast with higher switching costs the
customers will try to minimize the loss and increase the value of the choice which involves more
comparisons between choices (i.e. selection difficulty). Therefore, the following is proposed:
Hypothesis 7: Switching costs has a direct positive relation with selection difficulty.
Furthermore, based on the conceptual definition of switching costs and decision avoidance
switching costs will have a positive impact on decision avoidance.
Hypothesis 8: switching costs has a positive impact on decision avoidance
Selection difficulty is a state of mental uneasiness caused by comparing alternatives for the
purpose of choosing one alternative (and forgoing others) from a pool of different choices. In
other words, selection difficulty is the judgment by an individual of which alternative will offer
him/her the best utility. In many studies selection difficulty was associated with decision
avoidance. Fewer studies investigated the nature of the relationship between the two. This case
study proposes that selection difficulty influences decision avoidance indirectly through
triggering negative emotional state leading to hesitation and delay of purchase. This concept was
supported by different authors [41], who stress the impact of uncertainty in influencing negative
emotion which in turn impacts the decision behavior. In study aimed to understand consumer
behavior in difficult choices, Luce [36] also confirms through various experiments the sequence
of causality from difficulty of “tradeoff” between alternatives to negative anticipated regret of
potential switch to decision avoidance. When decision maker is ought to make a decision from a
wide spectrum of similar choices, his/her anticipated regret will increase since his/her choice
implies missing opportunity of other choices and therefore increased counterfactual thinking.
Hypothesis 9: selection difficulty has a positive impact on anticipated regret
4. BROADBAND IN LEBANON
Lebanon was one of the first countries in the Middle East to introduce internet (dial up
connection) as early as 1996. However, broadband lines through ADSL connection was only
recently introduced in the Lebanese market in year 2007; and wireless data connection was
available for residents from 2004. In Lebanon, the MOT still owns the basic infrastructure lines
however there are around 23 licensed service providers including 17 internet service providers
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ISPs and six data service providers DSPs [42]. In addition the government operated MoT/Ogero
still enjoys biggest market penetration even though its prices are from 10% to 43% more
expensive than private ISPs.
The internet connection in Lebanon is characterized by the high installation fees required to set
up the connection and buy the modem. For example one broadband package by Sodetel is as
follows: DSL 256 kbps, set up and installation fees equal to USD 58, modem fees equal to USD
40 and monthly fees equal to USD 35.99 per month. Moreover, providers may have limited
download capacity granted to each subscriber. Recently companies started to compete through
offering packages such as double speed internet or unlimited capacity at night. DSL internet
providers with highest market penetration are MOT/Ogero, Cyberia, IDM, Terranet and Sodetel.
Whereas wireless internet providers available in the market are MOBI, WISE and iFly. All
internet service providers offer residential subscription between 128 Kbps and 1024 Kbps.
5. ANALYSIS
A survey of 50 questions was delivered online through an online advertisement system directed
toward Lebanese public. As an incentive, every individual who completes the survey was given a
chance (by lottery) to win prizes where the maximum prize is a 200 USD in cash. Overall there
were 380 completed surveys. Average age of respondents was 27.46 years. 76.9 percent of the
respondents were males, whereas only 23.1 percent were females. The majority of respondents
(64%) have household disposable income of 1600 USD or less. 77.4 percent of the respondents
have university degree or currently enrolled in university.
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Table 1: The table that shows usage behavior of survey respondents
Value Percentage (%)
Service provider Ogero 29.6
Sodetel 5.2
Terranet 6.1
IDM 12.2
Cyberia 6.4
MOBI 6.1
WISE 5.4
Others/I don’t know 28.9
Usage: hrs per day 1 hour or less 1.9
2-3 hours 4.5
3-4 hours 9.6
4-5 hours 15.1
5-6 hours 17.2
6-7 hours 11.3
7 hours or more 40.5
Cost per month (before tax) 19 USD or less 2.1
23 USD 21.9
33 USD 23.8
40 USD 21.9
47 USD 19.1
70 USD 3.3
70 USD or more 8.0
Speed 56 kbps 4.9
128 kbps 18.6
256 kbps 35.1
512 kbps 24.9
1024 kbps 4.5
I don’t know 12.0
Results
In order to evaluate the aforementioned hypotheses, structure equation modeling (SEM)
technique was used. However it is customary to conduct a confirmatory factor analysis to
investigate the reliability of the measures mentioned in the survey. To that effect, factor analysis
with Direct Oblimin rotation was performed. Table 5.4 represent the results of the factor analysis.
As seen below, factor analysis yielded 7 factors. An item with highest loading for each factor
corresponds directly to the items asked in the survey. Furthermore, the Kaiser-Meyer-Olkin
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(KMO) statistic used to verify the reliability of factor analysis had the value of 8.48 whereas
KMO results of higher than 8.0 are generally considered as indication of adequate factor analysis
meaning that correlations are relatively compact and factor analysis should yield to reliable
factors. Finally, Bartlett’s test of sphercity was also highly significant (p<0.001) which means
that the correlation matrix is not an identity matrix
Table 2: Empirical results
Factor Item Factor loading C. Alpha
SB Efficiency .925 .926
SB productivity .902
SB Important .885
SB Improve usage .881
DA Status quo preference .906 .827
DA Delay decision .857
DA Require more time .724
PNB Worthy of money .836 .778
PNB Better than current .751
PNB Economical ,746
PNB Worth time and effort .423
SC Switch is hassle .862 .799
SC Switch is costly .739
SC Takes effort .723
SC Takes money .644
AR Anticipate regret .848 .798
AR Curious about other alternative .806
AR Upset due to better alternative .759
SI I will switch .894 .904
SI Intention to take action .806
SI Switching likeliness .801
SD Confusion .846 .826
SD Difficulty .835
SD Comparison cost .728
SD Number of choices .637
Table 5.4: SB= switching benefit, DA= decision avoidance, PNB= perceived net benefit, SC=
switching costs, AR= anticipated regret, C. Alpha = Cronabach Alpha
Structure Equation Modeling
We use structure equation modeling technique (via AMOS 7.0) to verify relations among
constructs based on the aforementioned hypotheses. Figure 2 shows the results. As suggested in
the hypotheses, the relationship between perceived net benefit and switching intention is positive
and statistically significant. Perceived net benefit is the dominant factor influencing the intention
to switch. Moreover, the impact of decision avoidance on switching intention is negative value
and statistically significant. This implies that even when customers have overall positive attitude,
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decision avoidance principle may hinder their switching behavior. In addition, Decision
avoidance also plays an important role as intermediary between anticipated regret and switching
intention. Selection difficulty, as predicted, contributed positively to the anticipated regret factor.
To know to which extent the model represents the sampled data, the GFI (Goodness of Fit) index
was conducted. The GFI index ranges from 0.0 to 1.0 where 1.0 indicates an ideal fit. Values
higher than 0.9 are generally acceptable as a good fit. The GFI value obtained was 0.919
indicating an acceptable fit to the data. Another measure, comparative fit index (CFI), was also
evaluated. The values of CFI range from 0.0 to 1.0 with values higher than 0.95 indicate a good
fit. The CFI of the model was 0.951. Finally the root mean square error of approximation
(RMSEA) was evaluated. In general values below .05 indicate a good fit and values up to .08
indicate reasonable errors of approximations or mediocre fit. Some researchers suggest that
values up to .06 as indicative of a good fit [43]. In the model a value of .051 was obtained. This
value is close to the generally accepted value and less than .06 and it is accepted as indication of a
good fit.
In general all proposed hypotheses were supported. The clear positive relation between perceived
switch benefit and switch intention (H3) is confirmed. This implies that for consumer, economic
assessment of gain and loss play a significant role in decision on switching behavior. However,
the support of positive relation between decision avoidance and switching intention (H5) suggests
that even when customers perceive high value of an upgrade, they may not always commit to
switching. In previous literature, switching costs such as time, money and effort were studied as
the main factors which contribute to the status quo bias. In the analysis switching costs did not
only contribute negatively perceived net benefit (H1), but also switching costs had significant
positive relations with psychological barriers: anticipated regret (H6), selection difficulty (H7)
and decision avoidance (H8). The study also confirmed that selection difficulty among different
available broadband packages alternatives is a key factor that influence post selection anticipated
regret (H8). Anticipated regret on the other hand is a key factor that obstruct decision making
identified here as decision avoidance (H4). Anticipated regret therefore mediates difficulty of
selection of an alternative and decision avoidance.
Figure 2: Result of the model
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6. DISCUSSIONS AND CONCLUSION
6.1 Discussion
This study falls within a broad range of recent studies that give significant influence of
psychological factors in the decision making process of consumers. As seen in the study, the
psychological factors should not be marginalized, neither are economic aspects to be
marginalized, but they are emphasized together. This study confirms previous theories and
experimental studies which indicate that, in addition to these costs, psychological misperception
such as anticipated regret must not be underestimated. The analysis showed that decision
avoidance is a mediator between anticipated regret and switching intention. Decision avoidance
is significant factor that influence switching intention. These results have important managerial
implications. First, contrary to the common belief, a wider selection of alternatives may not
always be for the benefit of the customer. Higher number of choices increases selection difficulty
which leads to higher switching cost and anticipated regret. A tradeoff should be reached between
having a package which suits different customers segments and making the choices
overcomplicated to choose from.
This study falls within a broad range of recent studies that give significant influence of
psychological factors in decisions that consumers make. Experimental studies found that
consumers exhibit strong status quo bias without addressing the question of importance of status
quo in decision making [21]. This study however deviates from the experimental approach
followed by vast majority of researchers in behavioral sciences to identify the extent to which
consumer’s status quo influence decision making and to better understand the characteristics of
status quo. This study illustrates that psychological factors should be taken together with
economic factors. As this study discussed a hypothetical transition between alternative broadband
packages, it was not possible to observe the real action taken by customers. However, switching
intention is considered a proxy for their future actions. The study focuses on decision
procrastination (modeled through decision avoidance) in contrast to action procrastination as a
significant factor that negatively impact switching intention. Moreover, this study included
factors that were traditionally considered to impact major consumer choices such as “purchase of
house” or “purchase of car”. These factors such as anticipated regret were shown to be significant
also in influencing regular consumer choice of broadband package. Finally, switching costs
proved to be a significant factor that influence decision making on different levels, first it
negatively contribute to the perceived net benefit of upgrade. Furthermore, it is significant in
influencing psychological barriers such as decision avoidance and anticipated regret. The
rationale behind these relations is that without switching costs consumer has nothing to lose and
he/she can alternate between different choices until he/she found the right choice. Thus cognitive
constrain is minimal if there were no switching costs involved. This study therefore shows that
the impact of switching costs can be amplified as they influence factors leading to decision
avoidance.
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6.2 Implications
This study confirms that switching in broadband industry is subject to psychological constraints
which limit switching in general consumer behavior. Various implications can be assumed from
the results of this study on both regulatory and managerial levels. The effects of psychological
factors were also referred to in a report by the committee for Information, Computer and
Communication Policy (ICCP) and Committee on the Consumer Policy (CCP) working under the
umbrella of OECD organization (the report will be referred to herein as “OECD report”). The
implications in this section will substantiate several recommendations mentioned in that report.
The study results confirmed that selection difficulty is an influencing factor on consumer
behavior. This factor is a consequence of the confusion, incomparable information and overload
of information which leads customers to refrain from decision making. The study therefore
supports the recommendation in OECD report [1] on the “regulation of information disclosure”
which recommends regulators to promote better information disclosure in such a way not to cause
increased cognitive processing for consumers. In other words, what is required is easily processed
information for features commonly used and needed by users rather than more detailed and
sophisticated information disclosure. In short, regulators should require information presented by
telecommunication companies be precise, appropriate, accurate and transparent and easily
comparable.
An applicable generalization to this argument can be made in bundling services. In terms of
bundling, in the past years with convergence occurring in the telecommunication industry, more
services are offered together such as broadband and mobile telephony services. While such
bundles usually reduce costs of buying separate service individually, the overall impact of
bundles in the markets should also consider the impact that variability of these bundles may lead
to confusion and consumers may end up choosing a package that is not optimal for them or avoid
choosing any package. Therefore, this study also substantiate the recommendation given in the
OECD report [1] which suggest companies offering bundles to change information and price
presentation into a more standardized easily comparable form especially when these services
become more complex and on the edge of having more innovative technologies such as next
generation networks (NGN).
This study also showed that anticipated regret is an important obstacle in switching behavior.
Therefore, it is recommended that companies offer trial periods so that they can rollback their
decision if they are not satisfied with the new service. This will reduce anticipated regret as
customers can always go back to the original state or make a different choice with minimal
losses.
Finally, this study affirms the importance role of consumer groups in educating consumers about
available alternatives and the benefits of switch. These are also important in teaching customers
about their own biases and how to make better decisions.
6.3 Limitations
The model presented in this case study was simplified to highlight the importance of
psychological commitment to status quo on switching intention. Subjective norms, quality of the
service and other factors may play an important role as well in switching intention. Furthermore,
14. International Journal of Managing Public Sector Information and Communication Technologies (IJMPICT),
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this study was done in Lebanon where the broadband industry is still evolving and desire for
higher speed of internet is evident. In developed country, a different model may be expected as
customers might be more satisfied with their existing internet connection speed.
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Hussein Nassar is a Lecturer at the Lebanese University in Lebanon. He holds a Doctorate
of Science Degree in Global Information and Telecommunication Studies from Waseda
University in Japan. He holds a masters degree from the same university