ABSTRACT
To support current demanding customer need while adapting with new work norm after COVID-19 strike, digital services organizations need to redefine their strategy. They need to adopt CKM concept that can have an ability to flow information easily and smoothly between the organization and customer. On top of that, they can't afford any adoption failure, so they must ensure that their strategy is successfully implemented. However, there are lack of studies that come out with the CKM adoption and its enabling factors while delivering digital services. Hence, this research is aimed to identify factors to ensure organization' strategy can be implemented successfully, and thus service quality can be enhanced and simultaneously will increase customer satisfaction. Extracted findings from literature review and further verified by an interview with the digital services expert shows that there are eleven enabling factors that have a beneficial effect on CKM adoption to enhance organization's service quality. The factors were categorized into three perspectives which are technological, organizational, and human factors. © 2021 IEEE.
ABSTRACT
Small and Medium Enterprises (SMEs) make up the largest proportion of business players in Malaysia. With recent development related to the Covid-19 pandemic, SMEs have turned to e-commerce to sell their products and to make their business sustainable. This paper presents a study that explores the barriers associated with e-commerce implementation from SMEs' viewpoint. The study utilises semi-structured interviews to gather data from SMEs' respondents. The interview data were collected and analysed using Gioia method and thematic analysis. Based on the analysis, five main barriers have been identified i.e., poor e-commerce adoption, lack of knowledge, less values of learning, reliability problem, and convenience concern. The results provided an important insight into the barriers that need to be addressed in implementing e-commerce in SMEs setting. © 2021 IEEE.
ABSTRACT
Trust is considered one of the most important factors that affects e-commerce success. Due to significant role presented by trust, many studies have been conducted to understand the trust variable and its effect e-commerce platforms. Researchers have suggested several factors that may influence e-commerce trust. The Pandemic scenario currently faced by the world has led to many changes in consumers' perceptions towards e-commerce on a large scale. This study reviews more in-depth the customers' trust factors on e-commerce during the COVID-19 period. Hence, in this paper presents a review conducted on customers' trust factors for e-commerce from 2007 to 2019 includes information quality, customer awareness, perceived privacy, perceived security risk, and user interface quality factors. This review reveals influence of this factors on customer trust in using e-commerce during COVID-19 situation. © 2021 IEEE.
ABSTRACT
If Malaysia ends up entering the subsequent COVID-19 outbreak, many hospitals will no longer support the victims conveniently. There will be numerous victims around, and these hospitals will not have enough human resources. Exceptional ICT-based communication backbone should also be in place to fully recommend these hospitals day-to-day operations. For this reason, COVID-19 situational reporting web and mobile web applications were developed to assist the health professionals in the State of Sabah in doing their job with a high level of assurance. Several real-time technologies were put together as the foundation in developing these applications. This work-in-progress paper presents the design and development techniques employed in rapidly developing the COVID-19 situational reporting web and mobile web applications for State Health Authority of Sabah. © 2021 AISTI.