Authors:
Noor Farizah Ibrahim
and
Christopher Durugbo
Affiliation:
University of Bristol, United Kingdom
Keyword(s):
Online Service, Literature Review, e-Commerce, e-Banking, Success Factor, Online Service Design.
Abstract:
Online services are now extensively used all over the world in desktop and mobile applications. These
services are driven by technologies that attempt to enhance how people manage their lives in more
networked and interconnected ways. The aim of this study is to conduct a systematic review of 103 articles
published from year 1998 to 2014 by reviewing the research objectives, research findings, methodologies
and research gaps of prior online service studies. Since, there are limited focus on online services research
as a whole albeit several researchers concentrated specifically on areas such as e-banking and e-commerce,
the authors summarized prior research by developing a unified framework –the Design for Online Service
(DOS) framework– that synthesized the findings of success factors – web design, social networking, service
provisioning, user involvement and critical success factors- in designing online services. The DOS
framework provides a holistic view of determinants for the su
ccess of online service design, incorporating
range set of factors and its criteria. Overall, these findings provide insights and greater understanding of
online service research agenda.
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