guidelines for online service designers, developers
and the practitioners. It is significant for system
developers to incorporate the identified factors
found in this research in designing an online service.
From a theoretical standpoint, our DOS framework
provides a holistic view of determinants for the
success and effectiveness of online service design,
incorporating range set of factors and its criteria.
Although, the framework is proposed to assist
developers during the design of online services by
considering the enumerated determinants, this
analysis remains at a high level of abstraction.
Further studies are therefore needed to delve into
the intricacies of the conceptualized determinants
such as investigating the structure of user
involvement in online services since most of the
theories involved in online services literature
concentrates on users’ behavior. It is also
recommended that future research concentrate on
longitudinal analysis of online services and
testing/validating the framework across the spectrum
of online service types. The findings of our review
and these further studies are expected to benefit
researchers, practitioners, and developers in
understanding the factors that contribute to the
design and success of online services.
ACKNOWLEDGEMENTS
This research is funded by the Government of
Malaysia through Majlis Amanah Rakyat.
REFERENCES
Ahn, T., Ryu, S. & Han, I., 2007. The impact of Web
quality and playfulness on user acceptance of online
retailing. Information & Management, 44, 263-275.
Al-Hawari, M. A., 2011. Do Online Services Contribute to
Establishing Brand Equity Within the Retail Banking
Context? Journal of Relationship Marketing, 10, 145-
166.
Aladwani, A. M. & Palvia, P. C., 2002. Developing and
validating an instrument for measuring user-perceived
web quality. Information & Management, 39, 467-476.
Barrera, R. B. & Carrión, G. C., 2014. Simultaneous
measurement of quality in different online services.
The Service Industries Journal, 34, 123-144.
Bhattacharya, D., Gulla, U. & Gupta, M. P., 2012. E-
service quality model for Indian government portals:
citizens' perspective. Journal of Enterprise
Information Management, 25, 246-271.
Bhattacherjee, A., 2001. Understanding Information
Systems Continuance: An Expectation-Confirmation
Model. MIS Quarterly, 25, 351-370.
Buhalis, D. & Law, R., 2008. Progress in information
technology and tourism management: 20 years on and
10 years after the Internet—The state of eTourism
research. Tourism Management, 29, 609-623.
Chang, H. H., Lai, M.-K. & Hsu, C.-H., 2012. Recovery of
online service: Perceived justice and transaction
frequency. Computers in Human Behavior, 28, 2199-
2208.
Cheng, T. C. E., Lam, D. Y. C. & Yeung, A. C. L., 2006.
Adoption of internet banking: An empirical study in
Hong Kong. Decision Support Systems, 42, 1558-
1572.
Chiou, W.-C., Lin, C.-C. & Perng, C., 2010. A strategic
framework for website evaluation based on a review of
the literature from 1995–2006. Information &
Management, 47, 282-290.
Cho, V., 2006. A study of the roles of trusts and risks in
information-oriented online legal services using an
integrated model. Information & Management, 43,
502-520.
Choi, J., Lee, S. M. & Soriano, D. R., 2009. An Empirical
Study of User Acceptance of Fee-based Online
Content. Journal of Computer Information Systems,
60-70.
El-Gohary, H., 2012. Factors affecting E-Marketing
adoption and implementation in tourism firms: An
empirical investigation of Egyptian small tourism
organisations. Tourism Management, 33, 1256-1269.
Escobar-Rodríguez, T. & Carvajal-Trujillo, E., 2014.
Online purchasing tickets for low cost carriers: An
application of the unified theory of acceptance and use
of technology (UTAUT) model. Tourism
Management, 43, 70-88.
Hanafizadeh, P., Keating, B. W. & Khedmatgozar, H. R.,
2014. A systematic review of Internet banking
adoption. Telematics and Informatics, 31, 492-510.
Harris, K. E., Grewal, D., Mohr, L. A. & Bernhardt, K. L.,
2006. Consumer responses to service recovery
strategies: The moderating role of online versus offline
environment. Journal of Business Research, 59, 425-
431.
Hernández, B., Jiménez, J. & Martín, M. J., 2010.
Customer behavior in electronic commerce: The
moderating effect of e-purchasing experience. Journal
of Business Research, 63, 964-971.
Hong, H., 2013. Government websites and social media's
influence on government-public relationships. Public
Relations Review, 39, 346-356.
Hsu, L.-C., Wang, K.-Y. & Chih, W.-H., 2013. Effects of
web site characteristics on customer loyalty in B2B e-
commerce: evidence from Taiwan. The Service
Industries Journal, 33, 1026-1050.
Kesharwani, A. & Bisht, S. S., 2012. The impact of trust
and perceived risk on internet banking adoption in
India: An extension of technology acceptance model.
International Journal of Bank Marketing, 30, 303-322.
Kim, M.-J., Chung, N. & Lee, C.-K., 2011a. The effect of
perceived trust on electronic commerce: Shopping
online for tourism products and services in South