Yes / Purpose The purpose of this paper is to develop and test a new conceptual model in an online service context. The model focuses on an important, yet often neglected customer-oriented construct, i.e., user “control”, which is embedded in consumer behaviour when accessing the internet. The study examines the relationship between control, online dependency, online encounter satisfaction and overall satisfaction. It explains the strategic implications surrounding customer control and online dependency as means for enhancing customer satisfaction. Design/methodology/approach A questionnaire was developed drawing on a combination of existing and new measurement items for the constructs in question. The instrument was later pilot tested on two consecutive occasions ahead of the main survey. A random sample of Hong Kong banking consumers was approached and interviews were undertaken via telephone. The data were analysed via confirmatory factor analysis and structural equation modelling was used to test the hypotheses relating to the model. Findings The findings reveal positive relationships between control and online dependency, and control and online encounter satisfaction. Meanwhile control, online dependency and online encounter satisfaction lead to overall satisfaction. Originality/value This study proposes a counterintuitive argument that while online service customers gain control of the online service process, they become more dependent on it, and their control and dependency also lead to their satisfaction, at both the online service encounter level and corporate level. Drawing on the pertinent literature, this is the first study to examine the importance of two information system constructs, i.e., control and online dependency, as predictors of consumer psychological fulfilment, i.e., satisfaction. The findings confirm that control as an initiator and driver of customer satisfaction in an online context, and online encounter satisfaction, further contributes to overall satisfaction at the corporate level.

Dynamic analysis of binary files is an area of computer science that has many purposes. It is useful when it comes to debugging software in a development environment and the developer needs to know which statements affected the value of a specific variable. But it is also useful when analyzing a software for potential vulnerabilities, where data controlled by a malicious user could potentially result in the software executing adverse commands or executing malicious code. In this thesis a tool has been developed to perform dynamic analysis of x86 binaries in order to generate dynamic control-dependence graphs over the execution. These graphs can be used to determine which conditional statements that resulted in a certain outcome. The tool has been developed for x86 Linux systems using the dynamic binary instrumentation framework PIN, developed and maintained by Intel. Techniques for utilizing the additional information about the control flow for a program available during the dynamic analysis in order to improve the control flow information have been implemented and tested. The basic theory of dynamic analysis as well as dynamic slicing is discussed, and a basic overview of the implementation of a dynamic analysis tool is presented. The impact on the performance of the dynamic analysis tool for the techniques used to improve the control flow graph is significant, but approaches to improving the performance are discussed.