eServices Business Value Assessment and its Methods and Metrics used among the Companies

Table of Contents

1. Introduction

1.1. Problem setting and motivation

1.2. Aim and approach of the thesis

1.3. Research questions

1.4. Structure of the thesis

2. Terminology

2.1. Physical products vs. services

2.2. Services vs. eServices

2.3. Business value in general

2.4. Business value of services

2.5. Business value of eServices

3. Business value assessment

3.1. Business value assessment in general

3.1.1. Business value assessment planning process

3.1.2. Economic and non-economic business value assessment perspectives

3.1.3. Economic business value assessment

3.1.4. Non-Economic business value assessment

3.1.5. Internal and external business value assessment

3.2. Business value assessment of eServices

3.2.1. Assessment of eServices features and functions

3.2.1.1. Fulfilment

3.2.1.2. Efficiency

3.2.1.3. Availability

3.2.1.4. Security

3.2.1.5. Convenience

3.2.1.6. Incentive

3.2.1.7. Reliability

3.2.1.8. Assurance through employees

3.2.1.9. Empathy of employees

3.2.1.10. Responsiveness of employees

3.2.2. Customer satisfaction

3.2.2.1. Customer survey

3.2.2.2. Focus group

3.2.2.3. Observation

3.2.2.4. Evaluation of online data

3.2.3. Employee satisfaction

3.2.3.1. Employee survey

3.2.3.2. Focus group

3.2.3.3. Observation

3.2.3.4. Employee committees

3.2.3.5. Evaluation of employee statistics

3.3.3. Economic indicators

3.3.3.1. Discounted cash flow

3.3.3.2. Shareholder value added

3.3.3.3. Total business return

3.3.3.4. Net present value

3.3.3.5. Discount rate

3.3.3.6. Residual income

3.3.3.7. Economic value added

3.3.3.8. Economic profit

3.3.3.9. Cash value added

3.3.3.10. Return on investment/assets/sales

3.3.3.11. Operating income to assets/sales/employee

3.3.3.12. Gross margin

3.3.3.13. Break-even-point analysis

3.3.3.14. Net operating profit after tax

3.3.3.15. Debt ratio

3.3.3.16. Cost of goods sold to sales

3.3.3.17. Selling and general administrative expenses to sales

3.3.3.18. Total operating expenses to sales

3.3.3.19. Cost-benefit-analysis

3.3.3.20. Productivity

3.3.3.21. Delivery cycle time

3.3.3.22. Number of incorrect order fulfilments

3.3.4. Assessment models

3.3.4.1. Balanced Scorecard

3.3.4.2. Integrated value assessment framework

3.3.4.3. Value measurement methodology

3.3.4.4. Modified SERVQUAL method

4. SWOT-analysis

4.1. Purpose and general description

4.2. SWOT-analysis in general

4.3. SWOT-analysis for eService business value assessment framework

4.3.1. SWOT-analysis for the assessment of eServices features and functions

4.3.2. SWOT-analysis for the assessment of customer satisfaction

4.3.3. SWOT-analysis for the assessment of employee satisfaction

4.3.4. SWOT-analysis for the assessment of economic indicators

4.3.5. Concluding remarks

5. Research questions, summary, limitations and further research

Goal and Research Focus

The thesis aims to develop a comprehensive theoretical framework for the business value assessment of eServices by comparing existing models and identifying suitable metrics. The research addresses the challenge that traditional assessment methods for physical products often fail to capture the unique, interactive, and process-oriented nature of electronic services, thereby seeking to establish a solid, adaptable approach for online businesses to evaluate their performance and investment outcomes.

• Comparison of physical products, traditional services, and eServices
• Development of a four-part eService business value assessment framework (features, customer satisfaction, employee satisfaction, economic indicators)
• Evaluation of the framework using SWOT analysis for various assessment fields
• Identification of suitable metrics for each framework dimension

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Summary of Chapters

1. Introduction: Outlines the shift towards electronic business and the necessity for continuous business value assessment as a management task to ensure long-term competitiveness.

2. Terminology: Defines key terms including physical products, traditional services, and eServices, and explores the foundational concepts of business value across these different domains.

3. Business value assessment: Introduces an own-developed framework for assessing eServices, categorizing assessment into feature analysis, customer/employee satisfaction, and economic indicators.

4. SWOT-analysis: Provides a detailed SWOT assessment of the developed framework's four pillars, examining strengths, weaknesses, opportunities, and threats regarding validity and practical application.

5. Research questions, summary, limitations and further research: Synthesizes the findings, answers the research questions, and discusses the potential for future research into specific eService domains.

Keywords

eService value, business value, business value assessment, key performance indicators, eService features and functions, customer satisfaction, employee satisfaction, economic value, business value metrics, business value models, SWOT analysis, framework, performance management, online business, assessment metrics.

Frequently Asked Questions

What is the core purpose of this master thesis?

The thesis aims to identify and develop suitable metrics and frameworks for the business value assessment of eServices, ensuring companies can evaluate the performance and success of their digital offerings effectively.

Which categories does the developed framework consist of?

The framework is composed of four main categories: assessment of eService features and functions, customer satisfaction, employee satisfaction, and economic indicators.

What is the primary research objective?

The objective is to establish a solid theoretical framework for evaluating eServices in general, recognizing that traditional methods used for physical products are often insufficient.

Which scientific methodology is applied in this work?

The thesis performs an extensive literature review to identify existing metrics and models and utilizes SWOT analysis to evaluate the validity and practical applicability of the developed framework.

What does the main part of the thesis cover?

The main part focuses on detailed descriptions of the developed framework, identifying specific metrics for eService quality, customer experience, employee performance, and various financial indicators.

What keywords characterize this research?

Key terms include eService value, business value assessment, key performance indicators, economic value, and SWOT analysis.

How does this work address the unique nature of eServices compared to traditional products?

The thesis emphasizes that eServices require specific assessment tools due to their intangible, interactive, and highly automated nature, moving away from simple product-exchange metrics.

Why is employee satisfaction included in the assessment framework?

The author argues that employee satisfaction is frequently underestimated but remains a critical driver for eService quality, which in turn significantly impacts customer satisfaction and overall business value.

What is the role of SWOT analysis in this framework?

The SWOT analysis is used to validate the proposed assessment categories, identifying potential distortions in calculation and providing recommendations for practical, real-world application.