Many Thai banks are currently implementing Internet banking. Banks that offer service via this channel claim that it reduces costs and makes them more competitive. However, many corporate customers are not highly enthusiastic about Internet banking. An understanding of why corporate customers do not accept Internet banking can assist banks to implement this self‐service technology more efficiently. In‐depth qualitative interviews with Thai firms suggest that security of the Internet is a major factor inhibiting wider adoption. Those already using Internet banking seem to have more confidence that the system is reliable, whereas non‐users are much more service conscious, and do not trust financial transactions made via Internet channels. Non‐Internet banking users tend to have more negative management attitudes toward adoption and are more likely to claim lack of resources. Legal support is also a major barrier to Internet banking adoption for corporate customers.

This paper studies the e-government service quality and risk perceptions of personal income tax payers on e-government service value. The study uses qualitative in-depth interview and content analysis to explore the determinants of e-government service quality and risk dimensions of e-government service value. The findings suggest that perceived value of e-government service is e-government service quality, which consists of service design, website design, technical support, and customer support quality. On the other hand, the three perceived risk concerns are performance, privacy, and financial audit risk. The results can assist e-government service design not only to increase electronic service quality but also to reduce risk facets in order to enhance e-government service value and enlarge acceptance from income taxpayers.

Purpose -E-government procurement (E-GP) can improve the traditional government procurement process. E-GP can help decrease corruption. This research aims to present the factors of E-GP that can create good governance in government procurement through e-auction. Design/methodology/approach -A survey was conducted with Thai public managers who are involved in e-government procurement. The sample size is 169 professionals representing 67 government agencies. Findings -There are five factors that enhance governance procurement. These relate to the transparent e-procurement process, committed public managers and political officials, honest vendors, and specific policies and regulations. A transparent e-procurement process has a positive effect on good governance practice, increasing cost effectiveness and accountability, and decreasing collusion among vendors. Vendor honesty has a negative impact on collusion. Supportive policy and regulations requirements improve cost effectiveness, accountability, and law enforcement. Practical implications -E-GP is not a guarantor of enhanced governance and reduced corruption. It requires a dedicated commitment to strong rule enforcement and penalties to achieve successful implementation of e-government procurement. Originality/value -Using a wide range of government agencies, the research addresses the best practices e-government procurement governance and the benefits of good governance in terms of cost effectiveness, accountability, collusion reduction, and stringent law enforcement.

Purpose -The purpose of the paper is to assess success factors associated with e-procurement auctions. The impacts of e-procurement auction success factors on the four indicators of the balanced scorecard are investigated. Design/methodology/approach -A survey approach is used to measure the constructs in the proposed model. Respondents were selected from three sectors: private, public, and government organizations using judgment sampling. Data are collected from at least two respondents from purchasing personnel in the e-procurement user firms. At least one of the respondents is in a managerial position. The sample size is 186, representing 20.4 percent from private enterprises, 33.3 percent from public enterprises, and 46.3 percent from government agencies. Findings -The survey results show that organizational learning of e-procurement is influenced by service capability, good governance intention, management support policy, and organizational readiness factors. Service capability and organization learning of e-procurement influence e-procurement process improvement. Employee satisfaction can be determined by management support policy and e-procurement process improvement. Employee satisfaction has the strongest positive impact on financial cost improvement. Management support policy has a negative impact on financial performance improvement. Trust in e-procurement online intermediaries has no impact on the four measures of the balanced scorecard. Originality/value -The study contributes to the literature by using the four balanced scorecard indicators to measure the success of e-procurement to assist organizations to assess performance in terms of organizational learning, internal process improvement, employee satisfaction, and the financial benefit of e-procurement.

This study explored corporate customers' perceptions toward the benefits and barriers of web-based service in the context of Thai Internet banking, and examined the impact of the benefits and barriers on the overall customer relationship to the bank and switching cost. The survey results from corporate customers show that web benefits do enhance relationships, whereas barriers have no significant impact. Information accessibility, information quality, and transactional benefits can enhance the overall customer relationship. However, while web benefits do enhance the strength of customer relationship, the impact is not big enough to replace the interpersonal relationship of face-toface service. The results also show that the web benefits of information accessibility and information quality lower switching costs. This is quite different from some prior studies which maintain that the value of information technology creates higher switching cost, but it is consistent with some work arguing that commoditization of information on the Internet would lower switching cost. Moreover, web benefits do have some indirect impact on creating switching costs, through their ability to enhance customer relationships, which increase switching costs. Hence, Thai Internet banking service providers need to integrate web-based service in bank business strategy as a way to supplement and enhance the relationships.