Due to the advances in wireless network environments, consumers/end-user behaviors continue to expand in cyberspace. Similarly, university students (i.e. universities’ consumers) can easily shift from one university to another. In recent years, decision-makers in educational organizations have faced multi-criteria decision making (MCDM) problems in e-service adoption in order to improve quality standards and maintain students’ retention in highly competitive education environments. Generally, many required criteria in MCDM cannot be evaluated accurately since accurate data cannot be obtained from the decision makers’ assessments. Thus, this research aims to propose a decision-making model for identifying the factors that highly impact on e-service adoption in educational organizations. This new model combined the fuzzy Decision MAking Trial and Evaluation Laboratory (fuzzy DEMATEL) and fuzzy Techniques for Order of Preference by Similarity to Ideal Solution (fuzzy TOPSIS) to weight the interactions among the factors which were defined from a comprehensive review of literature and to determine the relative importance of these factors. The findings from our new proposed model: fuzzy DEMATEL-TOPSIS showed that environmental factors are the most important for effective e-service adoption among educational organizations in India. The proposed decision making model could guide educational organizations to improve their decisions related to technology adoption in their organizations. The conclusions and practical insights gleaned from this research could also hopefully be useful to school authorities in assisting with the adoption, acceptance, and usage of e-services.

Chatbot program has evolved in the Indonesian market as the representative of online service customer that provides immediate response and it is able to interact with customers by using Natural Language Processing. This study aims to determine the extent of the customer satisfaction factors that successfully influence chatbot acceptance in Indonesia. A sample of 119 respondents is chosen using Exploratory Factor Analysis method. The findings deliver valuable insight of four factors in satisfying Indonesian customers when using Chatbot. The research conclusion not only gives a new perspective to identify important factors influencing customer satisfaction for chatbot acceptance in Indonesia but also helps Indonesian organizations look up at those fac-tors when planning to develop chatbot for their businesses.

This study examines the relationships between Perceived Ease of Use and Perceived Usefulness with actual use of E-Services among 189 students from College of Business Administration (CBA) at Prince Sattam bin Abdulaziz University (PSAU) for the academic year 2017/2018. Using a survey-based methodology based on TAM perceptive, the results show that Perceived Ease for Use (PEU) and Perceived Usefulness (PU) had positive associations with Actual Use (AU) of E-Services among CBA students. Thus, the result of this study supports the prediction of TAM theory. The results of this study should be useful to educational policy makers in Kingdom of Saudi Arabia (KSA) and elsewhere, as there is an opportunity of enhancing the E-Services in the academic context.

This study examines the effect of the quality of e-services provided by e-commerce on customer satisfaction and loyalty during the COVID-19 pandemic. This study used a quantitative approach to involve 118 respondents who traded in online markets. The sampling method used is purposive sampling. The data were analyzed using a structural equation model using the partial least squares technique. Research results indicate that out of the five hypothetical relationships raised by the researcher, one relationship related to remuneration was found to lack a statistically significant positive effect. Besides that, the remaining four hypothetical relationships, including efficiency, confidentiality, accountability, and customer satisfaction, demonstrated positive and statistically significant. The implication of this study highlights the need to cultivate and improve the quality of e-services in the online market, especially in the context of the COVID-19 pandemic. In this way, businesses can provide consumers with a rich shopping experience, enhancing customer satisfaction and laying the foundation for long-term customer loyalty.