Project Title: Information systems success in e-Commerce business: towards a holistic measurement framework using service quality perspectives

The concept of Service Quality has been identified by researchers as a means of addressing the complicated problem of evaluating Information Systems (IS) success.  These studies have been limited to the relationship between in-house IS service providers and internal business users.

Recent research has also highlighted that the attainment of acceptable e-Service Quality (e-SQ) standards is a key driver of business success within the e-Commerce environment.   However, the main focus of these studies has been on the derivation of scales with which to measure e-SQ levels from the customer perspective.   To date research efforts have not been cognisant of the central role of Information Systems (IS) in the attainment of e-SQ.  Neither has current e-Commerce research taken into account that e-SQ extends beyond that of the relationship between the business and its customers to include service expectations between businesses and IS providers.  

The foregoing synopsis of the extant literature pinpoints the following problems facing organisations using web-based channels to achieve their business objectives:

a)  Both e-Commerce managers and IS providers do not have a consolidated understanding regarding the role of IS in achieving e-SQ.
b)  The measurement of e-SQ must move beyond a one-sided customer only perspective. A holistic perspective of e-SQ is required that must account for the relationship between IS providers and the e-Commerce businesses.   This is especially relevant to the SMME sector in South Africa, which largely relies on outsourced IS providers.
c) Current  e-SQ research has been focused on commercial organisations.  Non-commercial organisations such as NGOs equally will benefit from an understanding of how e-SQ can be attained.

Warden, SC, Dr.

Project Title: E-Commerce adoption in SMMEs and communities

The effect of adopting the World Wide Web as a vital business link to organisations is for them to re-look at their business strategies. The notion that the future success of business depends on how fast organisations move to Internet or Web based trading supported by globalisation, mobility of workers, impact of communication technology and other economic factors still holds true for many businesses.

My research project focuses on the Adoption of e-Commerce and aims to develop best practice frameworks and e-Commerce adoption criteria, which includes mobile commerce (m-Commerce). The outcome of the research is aimed at reducing the risk of early e-Commerce adopters. This research is directly in line with the Faculty's Niche area, which includes best practice management methods and factors to support various e-Commerce scenarios, but also focuses on international business and not only SMMEs in South Africa