Forthcoming articles


International Journal of Electronic Customer Relationship Management


These articles have been peer-reviewed and accepted for publication in IJECRM, but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.


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International Journal of Electronic Customer Relationship Management (7 papers in press)


Regular Issues


  • The Influence of Hedonic Motivation, Self-efficacy, Trust and Habit on Adoption of Internet Banking: A Case of Developing Country   Order a copy of this article
    by Arshian Sharif, Syed Ali Raza 
    Abstract: The purpose of this study is to analyze the untouched dimensions of internet banking acceptance by following a more comprehensive approach to address internet banking intention adoption. CFA and SEM Analyses have been used to analyze the data collected from university students. The study strives to examine the role of hedonic motivation, self-efficacy, trust, habit and behavioral intention variables in predicting individuals adoption of internet banking. The empirical findings established the significant and positive contribution of hedonic motivation (HM) on trust (T). Along with this, hedonic motivation (HM), trust (T), self-efficacy (SE) and habit (H) showed a positive and significant impact on behavioral intention (BI). Finally, results revealed that habit (H) and behavioral intention (BI) have a significant and positive impact on the users intention to adopt internet banking (A). Therefore, it can be recommended that banks need to improve their customers skills with respect to internet banking usage. Furthermore, the banks should change their internet banking screens and should switch to more innovative interface in order to attract customers towards internet banking. The present study provided an all-inclusive approach by incorporating existing literature on internet banking which emphasizes greatly on the perception aspects of technology and hardly studies the impact of these variables.
    Keywords: Hedonic motivation; trust; hedonic motivation; self-efficacy and internet banking; Pakistan.

  • New Determinants of Ease of Use and Perceived Usefulness for Mobile Banking Adoption   Order a copy of this article
    by Syed Ali Raza, Amna Umer 
    Abstract: This research centers the variables affecting the intention of individuals in continue using mobile banking in Pakistan through using a model of TAM. Relevant information was collected through an instrument while the sample size included 300 users of m-banking. Furthermore, statistical tools applied were reliability analysis and PLS-SEM. Outcomes suggest that resistance is significantly and negatively associated with perceived ease of use while it is significantly and positively associated with perceived usefulness. Also, perceived risk and compatibility have positive significant relationships with both perceived ease of use and perceived usefulness. However, awareness is positively and significantly connected with perceived ease of use and an insignificant relationship with perceived usefulness. Perceived ease of use has significant positive relationships with both Perceived usefulness and attitude and perceived usefulness has positive significant relationships with attitude and intention towards adopting mobile banking. Finally, attitude is positively and significantly linked with the intention of using mobile banking. The results of this study provide useful information about the users pattern of using the technology, which will be helpful for the financial institutions.
    Keywords: Mobile banking; perceived usefulness; resistance; perceived ease of use; perceived risk; attitude; awareness; compatibility; intention to continue using; Pakistan.

  • Understanding the Impact of Service Convenience on Customer Satisfaction in Home Delivery: Evidence from Pakistan   Order a copy of this article
    by Syeda Marium Mehmood, Arsalan Najmi 
    Abstract: The purpose of this study is to find out the impact of five types of service convenience namely decision, access, transaction, benefit and post benefit on customer satisfaction in home delivery service of online retailing. Service convenience model is applied to identify the consumers experience regarding different conveniences encounter at different stages of home delivery. For that purpose the data was collected from 230 consumers who had experienced the home delivery service during online shopping. After applying EFA, regression analysis has been performed as a statistical technique to test the hypotheses. The result of the study shows that all the independent variables are having positive and significant impact on customer satisfaction except the one which is access convenience. This shows that accessibility to service provider does not affect customer satisfaction as they are considering online shopping as an efficient virtual store where they can complete the purchasing process by themselves. It is recommended that online retailers should have to focus in providing convenience services in order to increase customer satisfaction.
    Keywords: Home Delivery; Service Convenience; Customer Satisfaction; Online Shopping; Online retailer.

  • Exploring the hidden potential of product design to mitigate supply chain risk   Order a copy of this article
    by Federica Ciccullo, Margherita Pero, Maria Caridi 
    Abstract: Although it is well known that product design affects supply chain management, much less has been written about whether and how product design affects supply chain risk management. This research gap brought us to study the following research questions: which New Product Development (NPD) practices can mitigate supply chain risk? And how? Based on seven exploratory case studies, we found that four categories of NPD practices, as well as product modularity, are effective supply chain risk mitigation levers. Moreover, we found that the conjoint adoption of NPD practices and product features (i.e. bundles) has a synergistic effect on supply chain risk mitigation.
    Keywords: Supply chain risk management; product design; mitigation strategies; modularity; Product design-Supply chain alignment.

  • The Influence of the Personality Traits of Webcasters on Online Games   Order a copy of this article
    by Yang-Chu Lin, Y.I. CHIH LEE, Sheng-You Lin 
    Abstract: The booming development of the Internet has brought about many notable industries, such as webcasts. The mutual influence between webcasters and game players is important, yet overlooked. This study explored whether or not the personality traits of webcasters and the involvement of online game had any influence on the loyalty and satisfaction of online game players. The results of our questionnaire survey of online game players revealed that the personality traits of webcasters had a significant and positive influence on their loyalty and satisfaction; hence, the involvement of game players influenced their satisfaction and loyalty to the game.
    Keywords: webcaster; personality Traits; league of legends.

  • Exploring the Factors Influencing Smartphone Applications Usage: A Mixed Method Study   Order a copy of this article
    by Somayeh Zamani, Ali Kazemi, Arash Shahin, Narges Keshtiaray 
    Abstract: The aim of this study is to investigate the reasons behind different compositions of Smartphone applications chosen to be used by Smartphone users. In other words, this research is designed to unveil why different users utilize different portfolios of Smartphone applications. For this purpose, a semi grounded theory (GT) approach has been carried out. After the emergence of the core category, more observations and informal interviews have been organized for the sake of saturating the categories and their relationships. Then, Structural equation modeling has been used to test the relationships among categories using AMOS software. Findings indicate that the four constructs emerged from the GT phase are mobile connectivity stance, expectable use, social applications usage and functional applications usage. The results revealed that social application usage, affects functional application usage and is affected directly by mobile connectivity stance. Expectable usage strongly affects both social and functional applications usage. Mobile connectivity stance has an indirect impact on functional application usage.
    Keywords: Mobile Applications; Usage; Expectable Use; Mobile Connectivity; ICT.

  • Influence of Demographic variables: Customers Perception about Cross-selling and Up-selling for eBanking   Order a copy of this article
    by Neha Gupta 
    Abstract: Purpose The present study focuses on the influence of electronic banking (eBanking) on customers perception about cross-selling and up-selling considering various demographics variables of the customers of Public Sector Banks (PSBs) of India. Design/methodology/approach Data were collected from 692 respondents by way of simple random sampling. The collected data was analyzed using cross-tabs, frequency and chi-square testing. Findings It has been found that customer demographic influence variables like age groups, annual income, qualification, gender and profession influence cross-selling and up-selling of banking products and services. Further, banks also use these channels for providing information related to products and services of banks and other banking services (like Mediclaim, Life Bancassurance, etc). Such cross-selling and up-selling benefits both customers as well as banks. As banks provide efficient service through transaction process with improvised efforts and customer gets the complete range of solution from one bank by investing minimum time, money and efforts. Practical implications/limitations It has been found that customer demographic variables such as age groups, annual income, qualification, gender and profession will help to build strong and effective cross-selling and up-selling of financial products and services. The identification of most influential demographic variable will help to build strong and effective cross-selling and up-selling of financial products and services. Our study was limited to the customers of PSBs of India, so the findings may be applicable to PSBs only and cannot be generalized. Hence, these information and analysis will assist the banks in providing wide range of services that can be offered to targeted customers by using appropriate marketing strategy. Originality/value This study was made on the primary data, which has provided significant analysis and results for understanding influence of customer demographic on perception. Result shows that demographic variables influence customers perception about cross-selling and up-selling in eBanking for PSBs of India. Similar type of studies may also be made for other banking sectors.
    Keywords: eBanking; Customers’ Perception; Delivery Channels; Demographic; Cross-selling; Up-selling.