• Information Systems Review
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• v.3 no.2
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• pp.289-303
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• 2001

The online stock transactions are gaining popularity at an incredible speed these days as more and more investors are adopting Internet as a new and convenient way of handling such transactions. As a consequence, the market for online stock exchange services is getting increasingly competitive; measuring and managing the quality of such services have become a crucial issue to the survival and growth of the stock brokerage houses. Unfortunately, however, little research effort to date has been made as to developing a set of valid and reliable measures for assessing investor perceptions of the quality of the online stock exchange service. The present study generates and tests a new set of multi-item measures for the quality of the online stock exchange service from an investor's perspective. This set of measures can be used in various stages and aspects of formulating online marketing strategies for stock brokerage firms. Marketing implications of this instrument for service providers are discussed.

• Information Systems Review
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• v.17 no.2
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• pp.29-48
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• 2015

This study proposes an integrated operational model of branches with customer center at stock brokerage firms and suggests ways to improve existing systems. This suggested integrated model of branches and customer centers can increase customer satisfaction and customer values for the specific services at each channel. This integrated model also enables customers to make transactions at a desired specific time, make it possible to inquire whatever the customer wished to ask, and select desired contact channels. In addition, the firms can bring in improved effectiveness of internal resources by integrating all the resources the firm has. Personal resources and system resources are distributed by the characteristics of channels that can be selected by the customers. Then agents also can provide more speedy and accurate responses to the engaged customer interactions matching to his/her job in charge. Also, the model makes it possible to collect the latest customer and transaction information at the moment of each interactions, by which the firm can provide customized services specifically tailed to each customers' preferences. However, systematic interactions between branches and customer center, and completed system should be equipped with in order to provide the highest quality services.