Information Management & Computer Security

E-commerce usage and business performance in the Malaysian tourism sector: empirical analysis : Table of Contents

Mohamed Intan Salwani, Govindan Marthandan, Mohd Daud Norzaidi, Siong Choy Chong — Sun May 31 14:15:05 BST 2009

Abstract:
Purpose – Based upon the E-VALUE model developed, this paper aims to investigate the impact of e-commerce usage on business performance in the tourism sector. Design/methodology/approach – A cross-sectional survey is carried out on 165 Malaysian firms involved in the tourism sector (hotels, resorts, and hospitals engaged in health tourism) through the use of a structured questionnaire. Findings – The structural equation modeling results indicate that technology competency, firm size, firm scope, web-technology investment, pressure intensity, and back-end usage have significant influence on e-commerce usage. Among these variables, back-end integration is found to function as a mediator. E-commerce experience (in years) is found to moderate the relationship between e-commerce usage and business performance. Research limitations/implications – The paper focuses on the tourism sector in Malaysia and concentrates only on the management perspective of e-commerce adoption. Practical implications – The results provide insights to the Malaysian tourism sector and other organizations of similar structures of how they could improve upon their e-commerce adoption and/or usage for improved business performance. Originality/value – This paper is perhaps one of the first to investigate e-commerce usage in the tourism sector using a comprehensive set of variables through an interactive, comprehensive and multi-dimensional theoretical model (the E-VALUE model) in investigating their influences on business performance.

Internet retail banking: A competitive analysis in an increasingly financially troubled environment : Table of Contents

Alan D. Smith — Sun May 31 14:15:05 BST 2009

Abstract:
Purpose – The purpose of this paper is to examine the online retail banking industry and determine if there is evidence that online banking will be a dominant player in the financial services retail marketplace. Design/methodology/approach – An analysis of 22 banks is conducted and it is determined that the barriers to entry that are identified may not be enough to prohibit a substantial number of entrants into the marketplace. Findings – Using Porter's five-force model to conduct the industry analysis; online banking is still in its infancy, although with great potential. According to FDIC, while approximately 40 percent of the 10,623 banks and thrifts in the US market have a website, only 376 offer transactional internet banking at the time of the study. About 30 internet-only banks or a pure-play format operate in the USA. All of the web-only banks in the USA combined have about 250,000 depositors, out of the nearly six million customers who have stated that they do significant banking activities over the internet. Practical implications – Owing to the different types of potential suppliers, the suppliers in the online-banking industry do not appear to have as big a bargaining power in this industry as they would in another industry. Buyers, however, hold the keys to success in the online-banking industry. Buyers do not need the product that is offered due to the many substitute products available in the market. Originality/value – In the end, the rivalries among banks lead them to differentiating their internet banking products which is what will afford one bank to have a competitive advantage over the rest of the market.

Exploring the importance and implementation of COBIT processes in Saudi organizations: An empirical study : Table of Contents

Ahmad Abu-Musa — Sun May 31 14:15:05 BST 2009

Abstract:
Purpose – The purpose of this paper is to explore the importance and implementation of the Control Objectives for Information and Related Technology (COBIT) processes in Saudi organizations. Design/methodology/approach – An empirical survey, using a self-administered questionnaire, was conducted to achieve this purpose. A total of 500 questionnaires were distributed to a selected sample of organizations in Saudi Arabia. Of these, 127 valid questionnaires – representing 25.4 percent response rate – were collected and analyzed using the Statistical Package for Social Sciences (SPSS) version 16. Findings – The results of this paper reveal that the majority of respondents perceive the importance of the COBIT processes and domains, but a lower percentage believe that such processes are adequately implemented in their organizations. It is observed that banks, financial institutions, and service organizations show more concern and application of COBIT processes compared with other organizations. The results also reveal that IT specialists, internal auditors, and executive managers perceive and appreciate the importance of COBIT processes more than the others. Practical implications – The results of this paper will enable Saudi organizations to better understand, implement, evaluate, and manage information technology governance (ITG) for their businesses success. The paper provides useful information for executive managers, IT managers, accountants, auditors, and academics to understand the implementation phase and impact of COBIT on ITG in Saudi organizations. Originality/value – The paper provides useful information for executive managers, IT managers, accountants, auditors, and academics, to understand the implementation phase and impact of COBIT on ITG in Saudi organizations.

The importance of perceived trust, security and privacy in online trading systems : Table of Contents

Juan Carlos Roca, Juan José García, Juan José de la Vega — Sun May 31 14:15:05 BST 2009

Abstract:
Purpose – The purpose of this paper is to test an augmented technology acceptance model (TAM) in the online financial trading context. This research aims to investigate how e-investors are influenced by perceived trust, security, and privacy jointly with traditional TAM constructs. Design/methodology/approach – The research examines e-investors' behavioral intention to use online dealers' and stockbrokers' services. The model suggests that perceived trust jointly with perceived usefulness and perceived ease of use are important antecedents of intentions; the hypotheses are statistically tested using structural modeling. Findings – The results from this study suggest that perceived trust, usefulness and ease of use are important issues in online trading systems. The findings suggest that online financial dealers and stockbrokers must improve the security of the online system since e-investors form perceptions about its perceived security and when these perceptions are confirmed, their trust is enhanced and consequently they are more likely to use these online services particularly if the financial information is useful for their purposes. Research limitations/implications – The findings of the present study have various implications for research as well as practice. First, perceived trust, perceived usefulness and perceived ease of use are critical to the success of an online trading system. Second, perceived privacy did not influence users' beliefs in trust. Since perceived trust and perceived usefulness are the most important antecedents of behavioral intention, managers can increase e-investors' usage intention by improving their beliefs in how the online trading system can enhance their performance and effectiveness using a system with enough security mechanisms. The major limitation is that trust is examined as a single-dimension construct. Originality/value – This paper is one of the first that has empirically tested the link between trust, security, privacy, usefulness, ease of use and behavioral intention in the online trading context.

A holistic framework for mCRM – data mining perspective : Table of Contents

Jayanthi Ranjan, Vishal Bhatnagar — Sun May 31 14:15:05 BST 2009

Abstract:
Purpose – The purpose of this paper is twofold. First, in order to understand mobile customer relationship management (mCRM) and data mining application in the mCRM, this paper aims to present a conceptualization of mCRM in respect of data mining. Second, the paper also aims to develop the empirically grounded framework of the mCRM from data mining perspective. Design/methodology/approach – The empirical paper is used to gain a conceptual view of mCRM. Semi-structured interviews and contact methodology is used to form the main data source through which the major concerns and issues of mCRM are identified. This lead to holistic framework of mCRM. The paper followed the paradigm of natural science research on information technology by March and Smith and Hervner et al. Findings – The framework identified three critical issues that are categorized as customer care information center, data store and data access systems, and mobile services and technology. The paper on various existing literatures in mCRM strategies and data mining leads to the development of the mCRM framework. The applications of methodology in data mining helped in identifying and exploring mCRM processes. The data mining based framework identifies issues related to customer attrition, customer life time value analysis and customer churn analysis while moving towards mCRM. Originality/value – The suggested framework would serve as a guideline to all mCRM product vendors and will be considered as a structured consistent procedure for applying mCRM using data mining tools and techniques. The paper explored various studies in the area of mCRM and data mining and shed light on emerging issues in mCRM area. The suggested framework would give an organization, product developers, and management thinker's valuable insights on application of data mining tools and techniques in mCRM application.

IT disaster recovery: Oman and Cyclone Gonu lessons learned : Table of Contents

Ali H. Al-Badi, Rafi Ashrafi, Ali O. Al-Majeeni, Pam J. Mayhew — Sun May 31 14:15:05 BST 2009

Abstract:
Purpose – This paper aims to explore the issues of information technology (IT) disaster recovery (DR) and business continuity planning (BCP) in light of Cyclone Gonu in Oman. Design/methodology/approach – The paper includes a survey of the latest literature on the subject, then documents a study of public and private sector organizations together with their DR and BCP practices. Findings – The paper investigates how public and private organizations in Oman plan to respond to disasters. It shows that while some organizations pay attention to the need for DR/BCP, many do not. A significant finding is that while organizations have disaster related plans, almost half of those surveyed do not rehearse them. Nevertheless, organizations surveyed indicate that they have learned valuable lessons from Gonu. It remains to be seen whether these lessons will be turned into effective and properly deployed DR/BCP plans. Originality/value – This paper draws lessons from the experiences and challenges raised by Gonu, and concludes with a set of recommendations that organizations may adopt to ensure business continuity. It provides a useful evaluation of the preparedness of IT departments in both public and private sectors in Oman. The recommendations given at the end of the paper could be of a great value for many organizations and groups, spreading awareness of the importance of being prepared for such eventualities.