Abstract:The emergence of internet-based electronic commerce offers considerable opportunities for companies to expand their customer base, enter new product markets, and rationalize their business. The Indonesian government has initiated and implemented a series of plans and activities to promote technology use to increase SMEs' performance. Despite such efforts, technology adoption rate are still low. Therefore, it is important to understand the factors affecting an entrepreneurs' decision on internet adoption, by measuring technology readiness (TR). The purpose of this study is to investigate TR and the extent to which E-commerce is adopted amongst entrepreneurs. This study is replication of Parasuraman's study on the Technology Readiness Index (TRI). Questionnaires were distributed using a convenience sampling method to 190 entrepreneurs of SME in Bandung city. The findings indicate that entrepreneurs are moderate in terms of their TR. There are significant differences in terms of TR across entrepreneurs' backgrounds (gender, age, education, and income). In relation to internet adoption by those surveyed, as their use of media promotion is still low, there were only 36.3 percent who adopted it. The results clearly indicate the need to provide support to SMEs to adopt and use e-commerce. These results have implications not only for managers of SMEs but also for government agencies in developing countries such as Indonesia. The findings have implications for researchers and practitioners by identifying TR drivers (optimism and innovativeness), and barriers (discomfort and insecurity), that contribute to effectively leveraging the Internet in an important area for SMEs.Abstrak: Munculnya perdagangan berbasis internet menawarkan peluang yang cukup besar bagi perusahaan untuk memperluas jumlah pelanggan, memasuki pasar baru, dan merasionalisasikan bisnis mereka. Pemerintah Indonesia telah menerapkan serangkaian rencana dan kegiatan untuk mempromosikan penggunaan teknologi untuk meningkatkan kinerja Unit Kecil Menengah (UKM). Meskipun berbagai upaya pemerintah telah dilakukan, namun tingkat adopsi teknologi masih rendah. Oleh karena itu, penting untuk memahami faktor-faktor yang mempengaruhi keputusan seorang entrepreneur dalam mengadopsi internet yaitu dengan mengukur kesiapan teknologi. Tujuan dari penelitian ini adalah untuk mengetahui kesiapan teknologi dan sejauh mana tingkat adopsi e-commerce para entrepreneur di UKM. Penelitian ini merupakan replikasi dari penelitian Parasuraman tentang Indeks Kesiapan Teknologi (Technology Readiness Index/TRI). Kuesioner didistribusikan menggunakan metode convenience sampling kepada 190 entrepreneur UKM di kota Bandung. Hasil penelitian menunjukkan bahwa kesiapan teknologi dari entrepreneur masih moderat. Ada perbedaan yang signifikan dalam hal kesiapan teknologi jika dilihat dari latar belakang Astuti and Nasution 70 mereka (jenis kelamin, usia, pendidikan, dan pendapatan). Sehubungan dengan tingkat adopsi internet untuk media promosi masih rendah, hanya ada 36.3 persen y...

Researchers in service marketing have recently considered customer satisfaction from the viewpoint of what and how they experienced the service encounter resulting in the concept of customer experience management. Whilst several works have been developed in this area, there is still much that can be done to provide a comprehensive guide for marketers in understanding the service encounter from the point of view of customers. Building on the work of Verhoef et al's article in the Journal of Retailing (2009) and other works in the field, we propose a new customer experience framework (CEF) that focuses more centrally on the journey of the customer in experiencing the service. Our framework consists of five interacting layers: (1) Customer values, needs and wants; (2) Experiential Marketing Strategy; (3) Customer Experience Stages; (4) Accumulated Customer Experience (5) Customer Behavior Change. This differs from Verhoef et al's framework, which primarily focuses on looking at designing the optimal consumer experience from the viewpoint of the provider. We propose that the CEF will be useful both as a tool for experience creation and to analyze consumer experiences post-encounter.

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