To see the other types of publications on this topic, follow the link: Perceived service delivery and productivity.
Journal articles on the topic 'Perceived service delivery and productivity'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Perceived service delivery and productivity.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Viljoen, A., S. Kruger, and M. Saayman. "Understanding the role that Quality of Work Life of food and beverage employees plays in perceived service delivery and productivity." Southern African Business Review 18, no. 1 (January 24, 2019): 27–52. http://dx.doi.org/10.25159/1998-8125/5644.
Full textAbstract:
The purpose of this article is to determine the role that Quality of Work Life plays in the perceived service delivery and productivity of food and beverage employees in Potchefstroom, South Africa. The questionnaires were distributed at selected food and beverage establishments, and a total of 224 questionnaires were included in the statistical analysis. The data analysis consisted of a demographic profile, a factor analysis and a structural equation model. The results indicated that job, creativity and aesthetics, actualisation, organisational support and employee commitment attributes each exert an influence on the perceived service delivery and productivity of employees. This implies that food and beverage managers should try to improve the working conditions of employees as well as provide an appropriate level of recognition to hardworking employees. Management should consider the recommendations that are made in terms of the job satisfaction levels of food and beverage service employees, as they are able to positively influence organisational performance and success.
2
Brauns, Melody, and Malcolm Wallis. "Policy Implementation And The Promotion Of Service Delivery Within The Public Health Sector In South Africa." International Business & Economics Research Journal (IBER) 13, no. 2 (February 27, 2014): 201. http://dx.doi.org/10.19030/iber.v13i2.8436.
Full textAbstract:
The South African healthcare sector stands at the threshold of major restructuring in an attempt to address inadequacies as a result of fragmentation of health services in apartheid South Africa. The level of health services, particularly in rural areas, has decreased and has led to reduced quality and productivity of health services. For individuals residing in rural communities, access to health services can be arduous. Delivery of essential services has to meet the needs of marginalised people who live in remote areas. The health sector is reputed to be good at formulating policies, discussing ideas, making recommendations, and spending resources, but poor on implementing policies. The government insists that the policy framework is transparent and well-defined and that what is needed is effective implementation. Regrettably, the transition of policy into practice is more complex than the perceived judgement of government. Critical concerns regarding issues about how policy can be effectively implemented and who should be responsible for implementation is one of major concern.
3
Dithebe, Khotso, Clinton Ohis Aigbavboa, Wellington Didibhuku Thwala, and Ayodeji Emmanuel Oke. "Analysis on the perceived occurrence of challenges delaying the delivery of water infrastructure assets in South Africa." Journal of Engineering, Design and Technology 17, no. 3 (June 3, 2019): 554–71. http://dx.doi.org/10.1108/jedt-10-2017-0101.
Full textAbstract:
Purpose Minimal private participation for infrastructure development continues to affect developing economies like South Africa. This study aims to determine the perceived occurrence of challenges delaying the delivery of water infrastructure assets and the role of both public and private financing for infrastructure development. Design/methodology/approach Quantitative approach was used, and questionnaires were administered to stakeholders that have participated in delivering water infrastructure assets in South Africa. Of the 96 returned questionnaires, 91 were usable, representing 61 per cent response rate. Data from the survey were analysed using descriptive and exploratory factor analyses. The reliability test represented a value of 0.945, indicating internal consistency. Findings Data analysis revealed that corruption, hostility, weak project structuring, high fiscal deficits by state government, cost recovery constraints, high credit risk for private financing and unreliable planning and procurement processes are major challenges delaying the delivery of water infrastructure assets. More so, municipal government remains the key custodian of water infrastructure delivery with limited support from private capital as a result of political administrative instability, legislation and policy uncertainty and inadequate risk-adjusted returns. Originality/value Emphasis should be made on eradicating corruption and non-transparent financial management to improve municipal creditworthiness and amending and implementing much improved legislation and foreign inclusion. Additionally, financial models to complement the existing mechanisms of financing water infrastructure projects should be sought and used. Complete eradication of infrastructure challenges envisages to reduce fiscal deficits, improve service delivery and enhance the competitiveness and productivity of the economy.
4
Saadatzi, Mohammad Nasser, M. Cynthia Logsdon, Shamsudeen Abubakar, Sumit Das, Penelope Jankoski, Heather Mitchell, Diane Chlebowy, and Dan O. Popa. "Acceptability of Using a Robotic Nursing Assistant in Health Care Environments: Experimental Pilot Study." Journal of Medical Internet Research 22, no. 11 (November 12, 2020): e17509. http://dx.doi.org/10.2196/17509.
Full textAbstract:
Background According to the US Bureau of Labor Statistics, nurses will be the largest labor pool in the United States by 2022, and more than 1.1 million nursing positions have to be filled by then in order to avoid a nursing shortage. In addition, the incidence rate of musculoskeletal disorders in nurses is above average in comparison with other occupations. Robot-assisted health care has the potential to alleviate the nursing shortage by automating mundane and routine nursing tasks. Furthermore, robots in health care environments may assist with safe patient mobility and handling and may thereby reduce the likelihood of musculoskeletal disorders. Objective This pilot study investigates the perceived ease of use and perceived usefulness (acceptability) of a customized service robot as determined by nursing students (as proxies for nursing staff in health care environments). This service robot, referred to as the Adaptive Robotic Nurse Assistant (ARNA), was developed to enhance the productivity of nurses through cooperation during physical tasks (eg, patient walking, item fetching, object delivery) as well as nonphysical tasks (eg, patient observation and feedback). This pilot study evaluated the acceptability of ARNA to provide ambulatory assistance to patients. Methods We conducted a trial with 24 participants to collect data and address the following research question: Is the use of ARNA as an ambulatory assistive device for patients acceptable to nurses? The experiments were conducted in a simulated hospital environment. Nursing students (as proxies for nursing staff) were grouped in dyads, with one participant serving as a nurse and the other acting as a patient. Two questionnaires were developed and administrated to the participants based on the Technology Acceptance Model with respect to the two subscales of perceived usefulness and perceived ease of use metrics. In order to evaluate the internal consistency/reliability of the questionnaires, we calculated Cronbach alpha coefficients. Furthermore, statistical analyses were conducted to evaluate the relation of each variable in the questionnaires with the overall perceived usefulness and perceived ease of use metrics. Results Both Cronbach alpha values were acceptably high (.93 and .82 for perceived usefulness and perceived ease of use questionnaires, respectively), indicating high internal consistency of the questionnaires. The correlation between the variables and the overall perceived usefulness and perceived ease of use metrics was moderate. The average perceived usefulness and perceived ease of use metrics among the participants were 4.13 and 5.42, respectively, out of possible score of 7, indicating a higher-than-average acceptability of this service robot. Conclusions The results served to identify factors that could affect nurses’ acceptance of ARNA and aspects needing improvement (eg, flexibility, ease of operation, and autonomy level).
5
Boeraeve, Fanny, Marc Dufrêne, Nicolas Dendoncker, Amandine Dupire, and Grégory Mahy. "How Are Landscapes under Agroecological Transition Perceived and Appreciated? A Belgian Case Study." Sustainability 12, no. 6 (March 21, 2020): 2480. http://dx.doi.org/10.3390/su12062480.
Full textAbstract:
An increasing number of agricultural transition initiatives are taking place, seeking more autonomy and resilience on the farms. This undeniably reshapes the landscape and the delivery of ecosystem services (ES). To date, little research includes the knowledge and perceptions of local communities on rural landscapes in agricultural transition. Yet, farmers shape the landscape and ES delivery, and local inhabitants are directly impacted. The present work aims at assessing the extent to which locals (local inhabitants and farmers) appreciate and view landscapes undergoing agricultural transitions. To do so, questionnaires were submitted to locals enquiring about appreciation and ES perceptions of transitioning landscapes. These landscapes were shown in manipulated photographs simulating an agroecological landscape, a conventional agriculture landscape, and landscapes including each isolated agroecological practice (resulting in six ‘scenarios’). In order to put locals’ perceptions in perspective, the same questionnaire was submitted to ‘ES experts’, and ES perceptions were compared to field-based ES measurements in agroecological and conventional parcels of the same study region. The results show that locals and ES experts appreciate and perceive these scenarios similarly. The agroecological scenario was seen as the most appreciated and the one delivering the most ES, while the conventional one was the least appreciated and seen as the one delivering the least ES. These perceptions of ES delivery partially correspond to the ES field measurements, which showed a similar productivity within agroecological and conventional parcels and more regulating ES in agroecological parcels. We discuss how our results call for the assessment of the multi-performance of agricultural systems in terms of ES rather than focusing on yield only, and how future research addressing agroecological transition should rely on integrated valuations and mixed methods to better embrace the complexity of such transitioning systems.
6
Tam, Cynthia, Janice Archer, Jennifer Mays, and Gretchen Skidmore. "Measuring the Outcomes of Word Cueing Technology." Canadian Journal of Occupational Therapy 72, no. 5 (December 2005): 301–8. http://dx.doi.org/10.1177/000841740507200507.
Full textAbstract:
Background. Measurement of assistive technology outcomes is complex because many factors (e.g., environment and model of service delivery) influence the successful use of the technology. Purpose. Using the example of measuring the outcomes of word cueing technology, this paper presents an approach for measuring assistive technology outcomes. Method. The Canadian Occupational Performance Measure (COPM) was administered to 29 children with physical and learning disabilities, between the ages of 3.9 and 19 years. Participants were provided with WordQ, a software program designed to assist the development of writing skills. Follow-up data were collected through telephone interviews. Results. The COPM findings supported the effectiveness of WordQ Version 1 to enhance written productivity, with a mean performance change score of 3.5 (SD = 1.5). The COPM was an effective tool for measuring clients' perceived outcome of word cueing technology. Telephone interview was considered a successful method for collecting outcome data. Practice Implications. A mix of tools and methodologies should be used to gain a comprehensive understanding of the impact of assistive technology.
7
Adelowotan, Michael. "TOWARDS ENSURING THE SUSTAINABILITY OF SOUTH AFRICAN SMALL AND MEDIUM ENTERPRISES IN THE FOURTH INDUSTRIAL REVOLUTION ERA." EURASIAN JOURNAL OF BUSINESS AND MANAGEMENT 9, no. 1 (2021): 38–46. http://dx.doi.org/10.15604/ejbm.2021.09.01.003.
Full textAbstract:
The reality of the presence of disruptive technologies of the fourth industrial revolution (4IR) era has dawned on everyone. However, the narratives have centered on how these technologies will aid the production and delivery of goods and services in a more efficient and transparent manner based on increased data accumulation and analysis. The focus of these technologies has been on how large manufacturing and service organizations can automate the development of processes, products and services. The question is “how will the small and medium enterprises survive in the 4IR era?” This paper will attempt to answer this question by considering and examining how the South African small and medium enterprises can seize the opportunities provided by the technologies of the fourth industrial revolution era for their development and sustainability thereby contributing to the socio-economic development and growth of the South African nation. The findings show that in spite of the concerns with respect to perceived threats of loss of jobs, increase in inequality, unemployment and poverty in view of the emerging technologies of the 4IR, the development of a well-articulated policy directions and strategy on the fourth industrial revolution by government coupled with a positive response by the business community will afford the entrepreneurs the opportunity to participate in the newly created supply chains and markets. Furthermore, the new technologies of the 4IR will result in the expansion of labor demand through increased productivity thereby creating new jobs that will far outweigh the old jobs lost through digitalization.
8
Alimba, Chinyere N., and Ishaya Jafaru. "Conflict dynamics and management patterns of student nurses in governement hospitals in Adamawa state, Nigeria / Dinâmica de conflito e padrões de gestão de enfermeiras estudantes em hospitais do governo do estado de Adamawa, Nigéria." Brazilian Journal of Health Review 4, no. 4 (August 13, 2021): 17277–301. http://dx.doi.org/10.34119/bjhrv4n4-227.
Full textAbstract:
The complexities associated with healthcare centres have made conflict a part and parcel of their operational milieus. Student nurses on formal clinical training, being part of the system, are not resistant to the deleterious outcomes of such conflicts. Thus, this is study assessed conflict dynamics and management strategies of student nurses in government hospitals in Adamawa State, Nigeria. A descriptive survey design was adopted and a sample of 160 student nurses was selected through random sampling technique. A self-structured questionnaire titled “Student Nursing Conflict Questionnaire” (SNCQ) was used to elicit primary data. Data collected were analysed with frequency counts, percentage and standard deviation. The study discovered that the majority of student nurses frequently encountered conflict (50.6%) in hospitals and they often perceived it as something bad (70.6%). Also, the major types of conflict often experienced by student nurses were “nurse-student nurse conflict” (NSC) (36.9%) and “patient relatives-student nurse conflict” (PRSC) (36.9%). The main causes of these conflicts were lateness to the hospital ( = 3.375) and unclear definition of responsibilities between student nurses and other auxiliary health workers ( = 3.338). Furthermore, the main consequences of conflict on student nurses were lowering their productivity ( = 3.550) and discouraging effective training of student nurses ( = 3.569). The conflict management styles often adopted by student nurses were collaborating style ( =3.153) and accommodating style ( =3.025). Based on these findings, it was recommended that medical peace education should be promoted in all ramifications in health establishments in order to help those that wish to become health practitioners such as student nurses as well as those already practicing in the field to understand conflict behavioural dynamics for constructive mitigation to enhance their productivity and healthcare service delivery.
9
Showers, Ben, and Graham Stone. "Safety in numbers: developing a shared analytics service for academic libraries." Performance Measurement and Metrics 15, no. 1/2 (July 8, 2014): 13–22. http://dx.doi.org/10.1108/pmm-03-2014-0008.
Full textAbstract:
Purpose – It is clear that libraries consider the use of data to inform decision making a top priority in the next five years. JISC's considerable work on activity data has highlighted the lack of tools and services for libraries to exploit this data. The purpose of this paper is to explore the potential of a shared analytics service for UK academic libraries and introduce the JISC Library Analytics and Metrics Project. The project aims to help libraries effectively management collections and services as well as delivering pre-emptive indicators and “actionable insights” to help identify new trends, personalise services and improve efficiencies, economies and effectiveness (student attainment and satisfaction and institutional reputation, for example). The project builds on the Library Impact Data Project at the University of Huddersfield and the work of the Copac Activity Data and Collections Management tools. The paper will deliver a case study of the project, its progress to date, the challenges of such an approach and the implications the service has for academic libraries. Design/methodology/approach – The paper will be a case study of the project and its institutional partners and early adopters work to date and explore both the technical and cultural challenges of the work as well as its implications for the role of the library within the institution and the services it provides. Specifically the case study will comprise of the following aspects: a brief history of the work and the context of library analytics services in the UK (and internationally). A description of the approach adopted by the project, and the vision and goals of the project. Exploration of the challenges associated with the project. Outline of the implications of the project and the resultant service. Findings – This paper will report on the initial findings of the project, which will run from January to December 2013. In particular it will consider the issues surfaced through the close engagement with the academic library community (through the projects community advisory and planning group) and the institutional early adopters around data gathering and analysis. Practical implications – Data accumulated in one context has the potential to inform decisions and interventions elsewhere. While there are a number of recognised and well-understood use cases for library analytics these tend to revolve around usage and collection management. Yet, the potential of a shared analytics service is in uncovering those links and indicators across diverse data sets. The paper will consider a number of practical impacts: performance – benchmarking, student attainment and research productivity; design – fine tuning services, personalised support; trends – research landscape, student marketplace, utilisation of resources. The case study will explore these practical implications for libraries and what they mean for the future of the library within the academy. Originality/value – The paper will present a case study of a unique service that currently fills an important gap within the library analytics space. The paper will focus on the services potential to transform both the way the library works and how it is perceived by its users, as well as its role and relationship within the broader institution.
10
Olafenwa, Abiodun Taiwo, Ahmed Adeniyi Ojikutu, and Oladapo Alani Owoeye. "Managerial competencies and competitive advantage in pharmaceutical blockbusters." International Journal of Business, Management and Economics 2, no. 1 (June 21, 2021): 53–79. http://dx.doi.org/10.47747/ijbme.v2i1.223.
Full textAbstract:
The study empirically tested the relationship between managerial competencies and competitive advantage in pharmaceutical blockbusters. According to the literature, blockbuster models and competitive strategies are significant determinants in organisational performance in the pharmaceutical industry context. However, the focus of this study is to determine whether efforts to combine managerial competence and the blockbuster model will reorient pharmaceutical companies to better competitive advantage by creating blockbuster drugs for the companies. This competitive advantage will position pharmaceutical companies in the face of increasing labour turnover, daunting economic challenges and perceived customer benefits that characterise this industry. A quantitative research design was adopted for this study, and primary data were obtained through a structured questionnaire administered to 22 managers of two major pharmaceutical firms in Lagos, Nigeria. The data obtained revealed a strong positive relationship between managerial competencies, blockbuster models and competitive advantage and three out of four hypotheses were accepted. The hypotheses were tested through Pearson’s product-moment correlation and regression product of determination. Descriptive statistical tools, ANOVA and multiple linear regressions were used to assess perceptions of managerial competencies and blockbuster models on SPSS (version 23.0). Cronbach’s alpha was extracted as a reliability coefficient for the data analysis (α = 0.851). Several implications for management and policy are also discussed in light of the findings of this study. It was concluded that a deep knowledge of managerial competencies and blockbuster models are highly needed in the selected pharmaceutical companies to gain business expansion, maintain low average costs and achieve significant market share while improving on their level of service delivery and capacity to support groups or teams through training, coaching and sharing specialist knowledge. This study recommends developing strategies and deploying blockbuster models across all industries for a distinctive advantage of ineffective organisational performance and greater productivity.
11
Nagar, Komal. "Organizational Commitment and Job Satisfaction among Teachers during Times of Burnout." Vikalpa: The Journal for Decision Makers 37, no. 2 (April 2012): 43–60. http://dx.doi.org/10.1177/0256090920120205.
Full textAbstract:
Organizations want to maximize productivity by minimizing stress, as increased levels of stress and burnout may have significant implications for organizational performance such as reduced job satisfaction and lowered organizational commitment. Also certain occupations are linked more to burnout than the others. The present exploratory study undertakes the examination of burnout among teachers in the university as they are an essential part of a successful educational system. Organizational commitment is essential for retaining and attracting well qualified workers as only satisfied and committed workers will be willing to continue their association with the organization and make considerable effort towards achieving its goals. This work is significant for two reasons: It attempts to develop and test a model for burnout and its effect on job satisfaction and the subsequent effect of job satisfaction on organizational commitment; It signifies one of the first attempts to develop a linkage among burnout, job satisfaction, and organizational commitment among teachers. This study examines three factors of burnout as potential antecedents of 153 university teacher's job satisfaction, and the effect of increased job satisfaction on commitment among employees toward their organization. Structural Equation Modeling results indicate that: All three factors of burnout namely, depersonalization, reduced personal accomplishment, and emotional exhaustion lead to decreased job satisfaction. Greater job satisfaction contributes significantly towards an increase in organizational commitment. Out of the three dimensions of burnout, female teachers score higher on emotional exhaustion and reduced personal accomplishment indicating that they could not work the way they wanted to with their students or that they have less influence on their students, whereas male teachers score higher on depersonalization. In terms of job satisfaction, females show higher levels of job satisfaction as compared to men, perhaps due to low expectations about job status among female teachers as compared to male teachers. A perceived difference in alternative employment opportunities between genders offers an explanation to the finding that women are more committed to organizations than their male counterparts The results of the study have implications for the management of educational institutions as employee burnout may have important consequences for the organization. Since teachers are a valuable resource to educational institutes, management must invest significant resources in the assessment of their working environment, both mental and physical, to maximize the quality of service delivery.
12
Grönroos, Christian, and Katri Ojasalo. "Service productivity as mutual learning." International Journal of Quality and Service Sciences 7, no. 2/3 (June 15, 2015): 296–311. http://dx.doi.org/10.1108/ijqss-03-2015-0035.
Full textAbstract:
Purpose – The purpose of this paper is to analyse the mutual learning implications for service productivity of the characteristics of service and service production. Design/methodology/approach – This is a conceptual paper. The starting point is, first of all, that productivity as a management concept should help a firm to manage its economic profit, and secondly, that service organizations are open systems, where the customers participate as co-producers and are exposed to the firm’s production resources and processes. Unlike in manufacturing, to understand productivity in service organizations as a means of managing profit, cost effects and revenue effects of changes in the productions system cannot be separated. Due to the interaction between customers and the firm’s resources during service production, dialogical collaboration between them develops. This enables mutual learning. Findings – Given the social dynamics in service production processes, four learning processes that influence service productivity are identified. Two processes enhance the organizations’s internal efficiency (cost savings), and two enhance its external effectiveness (perceived quality, revenue generation); two are organization-driven, two are customer-driven. Research limitations/implications – The mutual learning model demonstrates how the service provider by learning from the dynamics of service encounters in many ways can manage the productivity of the organizations’s processes. It shows that learning enables improvement of service productivity through effects enhancing both internal efficiency and external effectiveness. Originality/value – In a productivity context, learning has not earlier been studied as a mutual learning phenomenon.
13
Boakye, Kwabena G., Charles Blankson, Victor R. Prybutok, and Hong Qin. "An assessment of national healthcare service delivery: a Ghanaian illustration." International Journal of Quality & Reliability Management 34, no. 5 (May 2, 2017): 649–66. http://dx.doi.org/10.1108/ijqrm-12-2014-0200.
Full textAbstract:
Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery. Design/methodology/approach Data were gathered through surveys administered to 113 healthcare patients in Ghana. partial least square-structural equation modeling analysis was used to empirically test the research model. Findings Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management. Research limitations/implications This study yields a series of limitations in its results and conclusions. These limitations and future research are discussed in Section 7 of the study. Originality/value This study contributes to the literature by examining the effects of healthcare service quality on patient satisfaction and perceived value, determining the effect of healthcare service quality on patients’ behavioral intention, and testing the proposed framework in Ghana, a fast growing and economically liberalized emerging country in Sub-Saharan Africa.
14
Gutkin, Terry B. "Core Elements of Consultation Service Delivery for Special Service Personnel." Remedial and Special Education 17, no. 6 (November 1996): 333–38. http://dx.doi.org/10.1177/074193259601700604.
Full textAbstract:
This article reviews core elements of school-based consultation models for special service personnel. Contemporary factors enhancing the need for consultative services are detailed, as are conceptual and procedural elements that are perceived to be central to this approach. Selected future directions are considered, including Conjoint Behavioral Consultation, communication technology, and pressing research agendas. Given the increasing number, complexity, and severity of educational problems, it is concluded that consultation will become an increasingly important role for special service personnel.
15
Mensah, Isaac Kofi. "Factors Influencing International Students Behavioral Intention to Order Online Food Delivery Services." International Journal of Strategic Information Technology and Applications 10, no. 1 (January 2019): 23–39. http://dx.doi.org/10.4018/ijsita.2019010102.
Full textAbstract:
This study integrated culture (language) and perceived service quality into the UTAUT model to explore the intention of international students to order food online in China. The results have demonstrated that performance expectancy, effort expectancy, culture (language), and perceived service quality were all significant predictors of the intention of international students to order food online. Also, culture (language) was determined to influence the perceived service quality, effort expectancy, and performance expectancy of ordering food online. Performance expectancy, and effort expectancy were revealed to be significant predictors of perceived service quality. Furthermore, the intention to order food online was a determinant of the intention to recommend. The implications of these findings are discussed.
16
Huang, Yu-Ying. "Service backstage visibility and the corresponding perceived values in the process of service delivery." Australasian Marketing Journal (AMJ) 20, no. 4 (November 2012): 275–81. http://dx.doi.org/10.1016/j.ausmj.2012.05.016.
Full text
17
Narteh, Bedman. "Perceived service quality and satisfaction of self-service technology." International Journal of Quality & Reliability Management 32, no. 4 (April 7, 2015): 361–80. http://dx.doi.org/10.1108/ijqrm-08-2012-0113.
Full textAbstract:
Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.
18
DeGaspari, John. "High-Tech Delivery." Mechanical Engineering 126, no. 08 (August 1, 2004): 38–42. http://dx.doi.org/10.1115/1.2004-aug-4.
Full textAbstract:
The US Postal Service is automating its vast infrastructure to stand up to its competition. The Postal Service is betting that investments in modern technology can help it improve efficiency and reduce costs. The tactic is part of an overall strategy, known as the Transformation Plan, to keep the Postal Service competitive in the face of competition from e-mail and private carriers, an expanding network of delivery points, and declining revenues. Wide Field of View cameras boost productivity of letter-sorting machines by reading a higher percentage of barcoded mail. The 534 Advanced Flat Sorter Machines, deployed in 2001, use optical character recognition and remote keying technology to sort mail into 120 separations. The Postal Service is integrating systems within processing facilities as tubs and trays are combined into larger wheeled containers for shipment. The Postal Service has established the Mail Technology Strategy Council to help it evaluate innovative technologies. The council consults with industry to get an idea of where modern technologies are headed and which ones are feasible to incorporate.
19
Abdullahi, Danjuma. "Improving organizational service delivery through institutional innovation." Journal of Governance and Regulation 3, no. 4 (2014): 202–9. http://dx.doi.org/10.22495/jgr_v3_i4_c2_p3.
Full textAbstract:
The organizational survival depends on innovation. Organizations that are best in innovation are also apt to be the best collaborators, both internal and external, when dealing with a complex problems such as leadership, human resource and funding. The paper therefore seek to examines the mediating role of collaboration in development of organizational needs such as workers’ productivity, sharing ideas, pulling resource and leadership quality. The collaboration can emerge with new models, better designed processes, and novel technology— as well achievements of the aims and objectives in which the organizations was set up. The study conducted a survey research with 96 respondents, Smart PLS 2.0 was used in analyses of the data, seven hypotheses were formed and all the hypotheses were supported indicating the relationship between bureaucracy, collaboration, resource, leadership quality and innovation. The paper recommends increase in collaboration.
20
Iqbal, Naveed, Mansoor Ahmad, Matthew M.C. Allen, and Muhammad Mustafa Raziq. "Does e-HRM improve labour productivity? A study of commercial bank workplaces in Pakistan." Employee Relations 40, no. 2 (February 12, 2018): 281–97. http://dx.doi.org/10.1108/er-01-2017-0018.
Full textAbstract:
Purpose Drawing on data from a unique, large-scale survey, the purpose of this paper is to examine the links between e-HRM and perceived labour productivity both directly and through the mediating role of HR service quality amongst commercial-bank workplaces in Pakistan, many of which have introduced e-HRM. Design/methodology/approach The authors use partial least squares structural equation modelling to examine the direct links between e-HRM and productivity as well as the mediated links between e-HRM, perceived HR service quality and productivity. Findings The authors show that e-HRM practices have a statistically significant, positive effect on managers’ perceptions of labour productivity. The authors also reveal that e-HRM practices influence the quality of HR service, and that the quality of HR services fully mediates the relationship between e-HRM practices and managers’ perceptions of labour productivity. Practical implications The results highlight the importance of designing and implementing e-HRM systems so that they support organisation workflow and enable workers to carry out a range of HR and non-HR activities more efficiently. In particular, this study suggests that managers should focus on how e-HRM impacts on HR service quality in a holistic way, as this is the “route” via which e-HRM can improve labour productivity. Originality/value Existing research has demonstrated a link between e-HRM and the quality of HR services; however, these studies downplay the potential impact of e-HRM on labour productivity, a key organisational outcome and one that e-HRM aims to improve. This study contributes to the HRM literature by identifying how e-HRM can improve labour productivity by enhancing the perceived HR service quality. This study, therefore, provides the basis for future theory developments in this area.
21
Carmichael, B. Donald. "Business Process Reengineering: A Remedy for Health Care." Healthcare Management Forum 7, no. 4 (December 1994): 44–50. http://dx.doi.org/10.1016/s0840-4704(10)61077-0.
Full textAbstract:
Health care organizations are facing significant economic constraints that threaten to dismantle core services. The perceived need for reform is great. Business process reengineering may be the strong medicine required to achieve dramatic productivity improvement without jeopardizing the quality and scope of core health care services. Reengineering challenges health care organizations to eliminate functions that do not contribute to a flattened organization structure in which fewer care providers deliver a wider range of health care services. Information technology is used to displace manual checks and controls. Reengineering may facilitate the implementation of contemporary management models, such as patient-focused care, case management and product or program management. The product of reengineering can be enhanced over time by Continuous Quality Improvement.
22
Yudiatmaja, Wayu Eko, Alfiandri Alfiandri, and Rahmat Hidayat. "Far from Fire: The service delivery quality gap plaguing Indonesian Ports." JKAP (Jurnal Kebijakan dan Administrasi Publik) 21, no. 1 (May 22, 2017): 31. http://dx.doi.org/10.22146/jkap.22713.
Full textAbstract:
This study analyzes the gap between expected and perceived services by ship passengers at the Sri Bayintan Port, Kijang, Riau Archipelago. The purpose of the paper is to examine the gap between expected and perceived service delivery by ship passengers in the Sri Bayintan Port. To test the service gap, ServQual variables as postulated in Parasuraman, Zeithaml & Berry (1988) were used. The variables include tangibility, reliability, responsiveness, assurance, and empathy. Data were collected using a sample of 98 passengers, who were chosen at random. Research results showed that there is a significant difference between expected and perceived service delivery among passengers who use Sri Bayintan port. In particular, findings of this study showed that passengers were not satisfied with the quality of service delivery they received in Sri Bayintan Port.
23
Gqaji, Andile, Cecile Gerwel Proches, and Paul Green. "Perceived impact of public sector leadership on road infrastructure service delivery." Investment Management and Financial Innovations 13, no. 3 (October 10, 2016): 394–402. http://dx.doi.org/10.21511/imfi.13(3-2).2016.12.
Full textAbstract:
It is well documented that road infrastructure is an important catalyst of the South African economy because of the interchange of people, goods and services which are dependent upon transport. The purpose of this study was to investigate the perceived impact of public sector leadership on road infrastructure service delivery. A qualitative methodology approach was employed using a purposive sampling technique. Twenty in-depth face-to-face interviews were conducted with respondents from both the public and private sectors. Data were analyzed using thematic analysis and the findings of this research indicate that public sector leadership is ineffective in driving road infrastructure development. The results also suggest that the lack of accountability and corruption hinders the delivery of infrastructure. Keywords: accountability, corruption, engineering, government, South Africa. JEL Classification: L3, L92, H11
24
Dzansi, Lineo Winifred. "A South African Study Of Influence Of Fairness Of Human Resource Management Practices On Service Quality." Journal of Applied Business Research (JABR) 32, no. 3 (May 2, 2016): 871–82. http://dx.doi.org/10.19030/jabr.v32i3.9670.
Full textAbstract:
This paper deals with the problem of poor service delivery in municipalities across South Africa – a problem that seems to elude a lasting solution. It assesses the extent to which perceived fairness in human resource management (HRM) practices affect service quality of selected municipalities in South Africa. Falling on organizational justice theory, it is posited that the HRM practices of municipalities could explain the poor service being delivered by municipalities in South Africa. Quantitative data collected from employees of nine randomly selected municipalities in the Free State Province was used to create indices for employee fairness perceptions of HRM practices as well as service quality as perceived by customers. From regression analysis, the results indicate that: employees perceive HRM practices as unfair; service delivery does not meet citizens’ expectations; and, statistically speaking, quality of service delivery is significantly and positively related to perceived fairness in HRM practices namely compensation (distributive); recruitment and Selection (procedural); and promotion (procedural) at the .05 and .01 levels of significance – meaning that fair HRM practices are important for quality service delivery.
25
Kossak, Susan N. "Exploring the Elements of Culturally Relevant Service Delivery." Families in Society: The Journal of Contemporary Social Services 86, no. 2 (April 2005): 189–95. http://dx.doi.org/10.1606/1044-3894.2454.
Full textAbstract:
This qualitative study included demographic questionnaires, focus groups, and in-depth interviews to gain an understanding of what groups of African American and Caucasian consumers of the Head Start and Fatherhood programs perceived as valued and culturally relevant elements of service delivery. The programs are administered by Total Action Against Poverty in Roanoke, Virginia. Findings include that support, mentorship–role modeling, education, and structure were of particular merit. Implications for culturally congruent service delivery and the need to use this information to inform curriculum development are discussed.
26
Yoder, Jamie R., Kelly Whitaker, and Camille R. Quinn. "Perceptions of Recidivism Among Incarcerated Youth: The Relationship Between Exposure to Childhood Trauma, Mental Health Status, and the Protective Effect of Mental Health Services in Juvenile Justice Settings." Advances in Social Work 18, no. 1 (September 24, 2017): 250–69. http://dx.doi.org/10.18060/21305.
Full textAbstract:
Research suggests that youth involved the juvenile justice system have trauma histories that are two times higher than the general youth population. Juvenile justice-involved youth also have high rates of mental health symptoms. Fewer studies have examined how trauma links to mental health symptoms among youth offenders, and even less research focuses on how mental health status and service delivery can impact their perceived likelihood for success. This study examines the effects of mental health screening and service delivery on perceived future criminal justice interactions— arrest and incarceration—among adjudicated youth (n=7,073) housed in correctional facilities. Secondary data were used to examine trauma histories, mental health needs, and mental health screening and service delivery. Significant relationships between traumatic events and mental health problems were found, along with relationships between mental health problems and mental health screening and service delivery. Most interestingly, results pointed to the strong inverse relationship between mental health service delivery and youth’s perceived likelihood for recidivism. These findings show the promise of juvenile justice systems appropriately responding to the mental health concerns of youth.
27
Wei, Chung-Lun, and Chien-Ta Ho. "Exploring Signaling Roles of Service Providers' Reputation and Competence in Influencing Perceptions of Service Quality and Outsourcing Intentions." Journal of Organizational and End User Computing 31, no. 1 (January 2019): 86–109. http://dx.doi.org/10.4018/joeuc.2019010105.
Full textAbstract:
With the advancement of technology, the utilization of information technology/information systems (IT/IS) is increasingly important in enhancing productivity. Thus, IT/IS outsourcing has become a crucial issue for companies. When faced with an unfamiliar outsourcing service market, and particularly when initially outsourcing, client companies experience uncertainty. Employing the signaling theory, the study proposes one intrinsic cue (competence) and one extrinsic cue (reputation) for outsourcing service providers to evaluate service quality, value, and the subsequent outsourcing intentions of clients. The results demonstrate that suppliers' competence and reputation are influential signals for perceived service quality, which in turn affects perceived value and outsourcing intentions. Moreover, suppliers' reputations are found to have a greater impact on perceived service quality than suppliers' competence; the latter has a direct effect on perceived value, while the former does not. The implications for theory and practice are also discussed, as are suggestions for future research.
28
Tshukudu, Theophilus Tebetso. "Decentralization as a Strategy for improving Service Delivery in the Botswana Public service Sector." Journal of Public Administration and Governance 4, no. 2 (May 7, 2014): 40. http://dx.doi.org/10.5296/jpag.v4i2.5719.
Full textAbstract:
The Botswana public Service has been faced with service delivery challenges since independence in 1966. Like other developing and under developed countries, the Botswana government has reviewed its service delivery processes and initiatives with a view to better productivity across the public service sector. Many strategies and initiatives were introduced by the Botswana government over a long period of time to mitigate poor service delivery across the public service sector. One of these initiatives were the decentralization of certain functions from central to local government.However, the implementation of this initiative was not without problems. This paper will highlight the decentralization in general terms will be discussed and the focus will be narrowed to how decentralisation has to improved public service delivery in thepublic service sector. The evaluation of the process will be highlighted; recommendations and closing remarks will be made.
29
Lee, Yoonjae, and Jeonghoon Lee. "The Influence of Mobile Service Delivery Characteristics on Perceived Interactivity and Attitude towards Mobile Service." Journal of the Korea Contents Association 13, no. 12 (December 28, 2013): 402–11. http://dx.doi.org/10.5392/jkca.2013.13.12.402.
Full text
30
Kaushik, Arun Kumar, and Vikas Kumar. "Investigating consumers’ adoption of SSTs – a case study representing India’s hospitality industry." Journal of Vacation Marketing 24, no. 3 (August 16, 2017): 275–90. http://dx.doi.org/10.1177/1356766717725560.
Full textAbstract:
The present study develops and validates an extended model of tourists’ adoption intention towards self-service technologies (SSTs) to examine whether tourists prefer SSTs over employee-mediated services. Tourists’ need for interaction (NI) with hospitality employees has been proposed as an important variable influencing tourists’ propensity towards SST adoption in an offline hospitality context. The proposed model illustrates the reasons behind consumer choice between alternative service delivery processes – modern service delivery by SSTs and traditional service delivery through employees. It is based on primary responses collected from a sample ( n = 648) of domestic and foreign tourists in India. Findings show that NI and perceived usefulness perform vital roles in choosing SSTs over employees in trial and adoption stages of innovation adoption model, respectively. Results also suggest that a few non-technical concerns and motivations (perceived trust and perceived performance risk) might offset SST deployment. The proposed model assists service firms and managers in analysing tourists’ adaptability towards SSTs and deciding an appropriate combination of SSTs and employees for superior service delivery.
31
Ma, Siqi. "Fast or free shipping options in online and Omni-channel retail? The mediating role of uncertainty on satisfaction and purchase intentions." International Journal of Logistics Management 28, no. 4 (November 13, 2017): 1099–122. http://dx.doi.org/10.1108/ijlm-05-2016-0130.
Full textAbstract:
Purpose The purpose of this paper is to investigate the effect of a dimension of logistics service quality (delivery time) interacting with shipping charges and purchase importance on customer satisfaction and purchase intentions in an e-commerce context. Uncertainty in terms of perceived ambiguity and perceived riskiness is shown to be the theoretical mechanism that plays a mediating role in the relationships between delivery time and customer satisfaction, as well as between delivery time and purchase intentions. Design/methodology/approach This study used a scenario-based role playing experiment. Three variables are manipulated in the design of the study – delivery time, shipping charges, and purchase importance. Participant responses (n=360) were collected through Amazon Mechanical Turk with perceptual measures. Findings Results indicated that increased delivery time significantly increased customers’ perceived ambiguity and perceived riskiness which reduced satisfaction as well as negatively impacted purchase intentions. Further, free shipping reduced customers’ perceived ambiguity when delivery time was lengthy, but strengthened the perception of ambiguity when the delivery time was short. Originality/value This paper sheds light on how a dimension of logistics service quality (delivery time) interacts with shipping charges and purchase importance to impact customer satisfaction and purchase intentions. It introduces uncertainty in the form of perceived ambiguity and perceived riskiness, to the logistics service literature as the mechanism that can explain how delivery time interacting with shipping charges and purchase importance impact customer satisfaction and purchase intentions. The implications for online retailers are that they should display separate shipping charges for shorter delivery times but for longer delivery times they should display a total price for the product which includes the shipping cost. Also when the purchase is important to the customer, they should offer shorter shipping time choices if they want to increase customer satisfaction.
32
Trinh, Truong Hong, Voratas Kachitvichyanukul, and Huynh Trung Luong. "A Tradeoff between Customer Efficiency and Firm Productivity in Service Delivery Systems." Industrial Engineering and Management Systems 11, no. 3 (September 30, 2012): 224–32. http://dx.doi.org/10.7232/iems.2012.11.3.224.
Full text
33
Lee, Dae Hui. "The impact of exhibition service quality on general attendees’ satisfaction through distinct mediating roles of perceived value." Asia Pacific Journal of Marketing and Logistics 32, no. 3 (July 31, 2019): 793–816. http://dx.doi.org/10.1108/apjml-09-2018-0373.
Full textAbstract:
Purpose In an effort to better understand value-oriented general attendees, the purpose of this paper is to propose and empirically test a comprehensive model to examine the effect of three factors of service quality in exhibitions (i.e. service product, service environment and service delivery) on satisfaction through three factors of perceived value (i.e. emotional value, economic value and social value). Design/methodology/approach A confirmatory factor analysis was performed to determine key factors in exhibition service quality, perceived value and satisfaction. A structural equation modeling was conducted to analyze the causal relationships among the factors. Findings The empirical results indicated that service product and service environment were significantly and positively associated with all factors of perceived value, which in turn significantly influenced satisfaction. Service delivery, however, was associated only with emotional value. On the other hand, all three factors of perceived value significantly influenced general attendees’ satisfaction. The findings indicated perceived value as an important mediator between exhibition service quality and general attendees’ satisfaction. Originality/value Clearly identifying specific trajectories from service quality to satisfaction through distinct perceived values can be a stepping stone to establishing effective and efficient marketing strategies for general attendees and customizing for their needs. The distinct and clear associations between service quality and perceived value can help exhibition organizers and practitioners understand the process of determining general attendees’ overall satisfaction.
34
Koch, Rainer. "Public management and productivity towards an appraisal of the productivity of alternative forms of public service delivery." International Journal of Public Administration 19, no. 11-12 (January 1996): 2035–58. http://dx.doi.org/10.1080/01900699608525177.
Full text
35
Jeong, So Won, and Jee-Sun Park. "Impacts of technology anxiety and perceived productivity on attitude toward self-service technology." Research Journal of the Costume Culture 28, no. 4 (August 30, 2020): 480–91. http://dx.doi.org/10.29049/rjcc.2020.28.4.480.
Full text
36
Parinduri, Anggi Isnani, Annisa Febriana Siregar, and Raisha Octavariny. "EDUKASI GIZI KERJA UNTUK PENINGKATAN PRODUKTIVITAS PADA TENAGA KERJA." JURNAL PENGMAS KESTRA (JPK) 1, no. 1 (July 2, 2021): 213–16. http://dx.doi.org/10.35451/jpk.v1i1.718.
Full textAbstract:
The level of productivity in the workforce is influenced by various things, one of the things that can affect productivity is nutrient intake. Nutrient intake will produce energy, where the energy produced from food is able to determine health conditions and physical ability to do work. The purpose of implementing community service is to educate the workforce about the importance of nutrition for workers in achieving a good level of productivity and providing leaflets as reading material. This community service was carried out at PT Pelita Adi Pratama, Sei Merbau Village, Tanjung Balai. The implementation of this community service begins with the presentation of the objectives of the activity, then continues with the delivery of material on occupational nutrition education to increase labor productivity. After the delivery of the material is complete, a question and answer session is held to evaluate the success of the activities that have been carried out.
37
Fallaize, Rosalind, Anna L. Macready, Laurie T. Butler, Judi A. Ellis, Aleksandra Berezowska, Arnout R. H. Fischer, Marianne C. Walsh, et al. "The perceived impact of the National Health Service on personalised nutrition service delivery among the UK public." British Journal of Nutrition 113, no. 8 (March 27, 2015): 1271–79. http://dx.doi.org/10.1017/s0007114515000045.
Full textAbstract:
Personalised nutrition (PN) has the potential to reduce disease risk and optimise health and performance. Although previous research has shown good acceptance of the concept of PN in the UK, preferences regarding the delivery of a PN service (e.g. online v. face-to-face) are not fully understood. It is anticipated that the presence of a free at point of delivery healthcare system, the National Health Service (NHS), in the UK may have an impact on end-user preferences for deliverances. To determine this, supplementary analysis of qualitative data obtained from focus group discussions on PN service delivery, collected as part of the Food4Me project in the UK and Ireland, was undertaken. Irish data provided comparative analysis of a healthcare system that is not provided free of charge at the point of delivery to the entire population. Analyses were conducted using the ‘framework approach’ described by Rabiee (Focus-group interview and data analysis. Proc Nutr Soc 63, 655-660). There was a preference for services to be led by the government and delivered face-to-face, which was perceived to increase trust and transparency, and add value. Both countries associated paying for nutritional advice with increased commitment and motivation to follow guidelines. Contrary to Ireland, however, and despite the perceived benefit of paying, UK discussants still expected PN services to be delivered free of charge by the NHS. Consideration of this unique challenge of free healthcare that is embedded in the NHS culture will be crucial when introducing PN to the UK.
38
Chen, Bin. "Assesing Interorganizational Networks for Public Service Delivery: A Process-Perceived Effectiveness Framework." Public Performance & Management Review 31, no. 3 (March 1, 2008): 348–63. http://dx.doi.org/10.2753/pmr1530-9576310302.
Full text
39
Suh, Dongjun, Jinsul Kim, and Seongju Chang. "Perceived Quality Measurement Model Supporting Full Session Mobility in Multimedia Service Delivery." Wireless Personal Communications 73, no. 2 (June 4, 2013): 233–42. http://dx.doi.org/10.1007/s11277-013-1233-6.
Full text
40
Pangestu, Putra Akbar, and Indira Rachmawati. "Perceived E-Service Quality dan Brand Equity Produk Tcash." Jurnal Manajemen dan Bisnis Performa 16, no. 2 (September 1, 2019): 89–99. http://dx.doi.org/10.29313/performa.v16i2.3634.
Full textAbstract:
ABSTRAK Penelitian ini bertujuan untuk menguji dampak dari variabel Perceived E-Service Quality, Satisfaction, Trust, Terhadap Loyalty dan Brand Equity. Objek pada penelitian ini ditujukan kepada pengguna aktif Tcash di Kota Bandung. Sebanyak 400 responden sudah didapatkan melalui penyebaran kuesioner yang terdiri dari 35 butir pernyataan di Kota Bandung dengan mengunakan metode non probability sampling. Pengolahan data pada penelitian ini dilakukan dengan menggunakan SmartPLS 3.0. Hasil penelitian menyatakan bahwa variabel Delivery Quality memiliki pengaruh positif dan signifikan terhadap Trust, variabel Outcome Quality memiliki pengaruh positif dan signifikan terhadap Satisfaction, Trust dan Satisfaction memiliki pengaruh positif dan signifikan terhadap Loyalty, Loyalty memiliki pengaruh positif dan signifikan terhadap Brand Equty,Trust dan Satisfaction. Kata kunci: Brand Equity, Loyalty, Perceived E-Service Quality, Satisfaction, Trust ABSTRACT This study aims to examine the impact of Perceived E-Service Quality, Satisfaction, Trust, Loyalty and Brand Equity variables. Objects in this study addressed to active users Tcash in Bandung. A total of 400 respondents have been obtained through the distribution of questionnaires consisting of 35 points statement in the city of Bandung by using the method of non-probability sampling. Data processing in this research is done by using SmartPLS 3.0. The result of this research stated that Delivery Quality variable has positive and significant influence to Trust, Outcome Quality variable has positive and significant influence to Satisfaction, Trust and Satisfaction has positive and significant influence to Loyalty, Loyalty has positive and significant influence to Brand Equty, Trust and Satisfaction. Keywords: Brand Equity, Loyalty, Perceived E-Service Quality, Satisfaction, Trust
41
Et.al, Mohammad Nizamuddin Abdul Rahim. "Factors Affecting Quality of the Online Delivery Service among Undergraduate Students." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (April 11, 2021): 2584–91. http://dx.doi.org/10.17762/turcomat.v12i3.1258.
Full textAbstract:
The quality of service derived from online delivery service is very paramount to customers and the service providers since there is now a drastic shift by people to buy and sell via the old-style to doing businessonline and as such, quality of service delivery among other factors should be the hall mark. The aim of this paper is to investigate the factors affecting the quality of online delivery service among the students of University Malaysia Kelantan (UMK). The probability sampling technique with emphasis on simple random sampling technique was used in this study wheredata was obtained using questionnaire and analyzed using the Statistical Package for Social Science (SPSS) software from 385 respondents from UMK, City Campus. A pilot test on the validity of the questionnaire was conducted and the reliability test results show that all the variables are above 0.7 Cronbach’s Alpha value an indication of acceptability.The analytical results show that service speed, service price, information quality and perceived risk has positive affect on the online shoppers’ perception towards delivery service quality of online shopping. While, Pearson correlation revealed that service speed and information quality obtained the value under the high positive correlation; service price and perceived risk under negligible correlation. In testing the hypotheses of the study, itindicates that service speed and information quality hypotheses have strong relationship with the dependent variable while service price and perceived risk hypotheses had very low relationship with the dependent variable. This study was therefore based on the SERVQUAL model to determine customers perception on online shopping context. The study recommends that different methodologies can be used by future researchersby conducting interview, or broadening the scope of the study in order to find out the exact perception of customers like students on online shopping towards delivery service quality of online shopping.Therefore, the result of this study can be used as a reference by the practitioners or the online stores, enrich the body of knowledge as well as form basis for future researchers that are interested in this field.
42
Lee, Eun-Yong, Soo-Bum Lee, and Yu Jung Jennifer Jeon. "Factors influencing the behavioral intention to use food delivery apps." Social Behavior and Personality: an international journal 45, no. 9 (October 3, 2017): 1461–73. http://dx.doi.org/10.2224/sbp.6185.
Full textAbstract:
We examined the relationships between the determinants that affect customers' use of food delivery apps. Using an extended technology acceptance model, we explored consumers' experiences in purchasing delivery food through mobile apps. We distributed a self-administered questionnaire online and used structural equation modeling to test the hypotheses. We found that user-generated information, firm-generated information, and system quality had a significant effect on perceived usefulness. In addition, system quality and design quality strongly influenced the perceived ease of use, which improved perceived usefulness, and in turn, perceived usefulness and perceived ease of use affected attitude toward the use of mobile apps. Practical implications for the food service industry are discussed.
43
Aderinto, A., A. Agbelemoge, and O. M. Dada. "Effectiveness of Extension Service Delivery and Productivity of Cassava Farmers in Southwestern Nigeria." Journal of Agricultural Sciences 12, no. 1 (January 1, 2017): 14. http://dx.doi.org/10.4038/jas.v12i1.8202.
Full text
44
Kokkinakos, Panagiotis, Sotirios Koussouris, Dimitrios Panopoulos, Dimitrios Askounis, Antonis Ramfos, Christos Georgousopoulos, and Erik Wittern. "Citizens Collaboration and Co-Creation in Public Service Delivery." International Journal of Electronic Government Research 8, no. 3 (July 2012): 33–62. http://dx.doi.org/10.4018/jegr.2012070103.
Full textAbstract:
Governments are striving to deliver more efficient and effective public services in order to achieve better public service quality, with reduced waiting times, improved cost effectiveness, higher productivity and more transparency. It’s an issue of doing things in new ways that requires fundamental change in the provision of public services in the future and a complete new approach for Governments to work and interact with their citizens. Currently, Societies witness more than ever that Web 2.0 and social media in particular, constitute the emerging, if not already established, mass collaboration and cooperation platform between citizens and administrations, as the latter have started to realise the benefits of such applications. The COCKPIT project builds on these developments and based on a highly synergetic approach aims to define a new Governance model for the next generation public service delivery, by combining various research areas.
45
Kaushik, Arun Kumar, and Zillur Rahman. "An empirical investigation of tourist’s choice of service delivery options." International Journal of Contemporary Hospitality Management 29, no. 7 (July 10, 2017): 1892–913. http://dx.doi.org/10.1108/ijchm-08-2015-0438.
Full textAbstract:
Purpose This paper aims to offer and examine a conceptual model of tourist innovativeness toward self-service technologies (SSTs) to confirm whether tourists prefer service delivery by SSTs over employees in an offline hospitality environment. Design/methodology/approach Tourists’ perceived usefulness (PU) of SSTs and need for interaction (NI) with service employees have been taken as crucial mediating variables to examine the effects of perceived ease of use and technology readiness index personality dimensions toward SST and employee-based service adoption. Findings Findings reveal that both “NI” and “PU” play significant roles in Technology Readiness and Acceptance Model (TRAM) when tourists select one of two service delivery options – SSTs and service employees. Research limitations/implications The foremost limitation of the study is its dependence on domestic tourist samples. However, such samples were chosen because tourists comprising these samples tend to use similar service delivery options more, in turn increasing their use of SSTs available in sample hotels. Practical implications The study gives a deeper understanding of TRAM with an extremely crucial mediating variable (NI) in an offline service context. It also provides useful insights to service providers and policy makers for developing new strategies and policies to enhance user experience. Social implications This study recommends the usage of numerous SSTs by tourists. Originality/value During extensive literature review carried out in this research, no study was found that proposed such an effective framework in an offline service context.
46
Kabadayi, Sertan, Yuliya Komarova Loureiro, and Marina Carnevale. "Customer Value Creation in Multichannel Systems: The Interactive Effect of Integration Quality and Multichannel Complexity." Journal of Creating Value 3, no. 1 (April 27, 2017): 1–18. http://dx.doi.org/10.1177/2394964317697608.
Full textAbstract:
This research examines factors that influence consumer perceptions of value created by a multichannel system of service delivery. The literature suggests that multichannel integration quality allows firms to benefit from the effect of synergy and complementarity between channels. We investigate the perceived value of multichannel service delivery in the context of retail banking services, where such multichannel systems are omnipresent. We propose and test a model in which multichannel integration quality is an important value driver, such that higher multichannel integration quality leads to greater value perceptions of not only the multichannel system, but also the overall value of the bank as perceived by the customer. Importantly, the complexity of the multichannel system of service delivery, as perceived by customers, moderates the direct effect of channel integration quality on perceived value of the multichannel system, so that in highly complex multichannel systems, channel integration quality will have a stronger effect on the perceived value to customer. Our findings also shed light on the specific factors that contribute to consumer value perceptions of multichannel retail banking services, which has important implications to managers and researchers.
47
Prince, Thomas L., Harry K. Tayama, and John R. Grabner. "Floral Supplier Service Levels to Retail Florist and Mass Market Customers." HortScience 25, no. 6 (June 1990): 689–92. http://dx.doi.org/10.21273/hortsci.25.6.689.
Full textAbstract:
A survey analysis of retail florists in the Midwestern United States and floral mass marketers, nationally, profiled the level of service provided by their primary floral suppliers on 10 service characteristics. There is substantial variability in service levels provided to retail florists and mass marketers by suppliers. The greatest variability in service levels was for services relative to maintenance of product quality, product availability, communications/order information, product discounts, and product labeling. Retail florists perceived higher levels of service relative to delivery speed and order/delivery reliability than mass marketers. Mass marketers perceived higher levels of service from suppliers relative to communications/order information and product labeling, compared to retail florists. The service profiles provide floral suppliers management information for the development of service programs targeted for specific customer segments.
48
Ramachandran, K., and Sudhir Voleti. "Business Process Outsourcing (BPO): Emerging Scenario and Strategic Options for IT-enabled Services." Vikalpa: The Journal for Decision Makers 29, no. 1 (January 2004): 49–62. http://dx.doi.org/10.1177/0256090920040105.
Full textAbstract:
The paradigm shift that the Internet has brought about in communication has opened up a plethora of opportunities for outsourcing business processes (BPO) across continents. Success lessons in manufacturing sub-contracting are found to be relevant for under- standing the logic of BPO. Outsourcing involves transferring certain value contributing activities or processes to another firm to save costs and for the principal to focus on its areas of key competence. The possibilities of disaggregating value elements for the purpose of creating value in them at the sub-contractors‘ premises and final aggregation and synthesis at the parent organization are determined by the nature of industry, limitations of coordination and control, product maturity, and level of inter-firm competition. IT-enabled services (ITES) includes services that can be outsourced using the powers of IT; the extent to which this is possible depends on the industry, location, time, costs, and managerial perception of the risks involved. The Internet has facilitated execution of several activities, previously done within geographical proximity to the firm, from remote low-labour cost locations, drawing both transaction cost and production cost efficiencies. Some of the factors that come in the way of parents setting up their own operations in India and have significant implications for the growth trajectory of Indian BPOs are: direct cost of operations and scale economies long-term assessment of India as a low cost centre cost-benefit assessment of own vs rented possible loss of control over their transactions and confidentiality and security of the data if an outsider handles them brand implications of perceived drop in quality robustness of existing systems and processes. Many BPO firms do not seem to realize the possible exit barriers and strategies to manage exit, if necessary. What happened in the dot com era can very well happen in the BPO space also unless care is taken to manage this rapid growth while retaining productivity and quality. Two key capabilities required for success in ITES space are: capabilities to understand customer needs in the specific domains and acquiring business (BD capabilities) and capabilities to execute them efficiently (Ops capabilities). ITES firms are likely to bifurcate their firm into two parts based on these two critical success factors. The successful segregation of value elements in a number of processes has enabled value configuration in as many ways as required by customers, both in the case of product and service components of customer value. The current trend in outsourcing will go up when such analysis-synthesis becomes a routine. This will be accelerated also because the capabilities required to do so depend not only on technical skills and knowledge in a domain but also strong process capabilities. The trend of outsourcing is likely to continue to grow in the future despite temporary political protests because of the robust arguments outsourcing finds for itself in the economics literature, both in terms of transaction and production cost advantages. Sub- contractors need robust systems and processes along with adequate domain knowledge and assured physical infrastructure for this to happen. In any case, the Indian BPO firms have to consistently prove their capabilities to deliver and create near indispensable situation for the parent to survive without them. This will not only involve growing technical and domain expertise, but also refinement in systems and practices, while keeping costs under control. In essence, BPO firms have to manage their consolidation and growth challenges simultaneously.
49
Hailemariam, Shewangizaw, Lidya Gutema, Molla Asnake, Wubetu Agegnehu, Biruk Endalkachew, and Wondwosen Molla. "Perceived physical accessibility, mother’s perception of quality of care, and utilization of skilled delivery service in rural Ethiopia." SAGE Open Medicine 9 (January 2021): 205031212110367. http://dx.doi.org/10.1177/20503121211036794.
Full textAbstract:
Objective: Despite the concerted effort to improve skilled delivery service utilization in Ethiopia, a considerable proportion of births still occur at home by traditional birth attendants, notably in a rural setting. Hence, the aim of this study was to investigate whether mother’s perceived service quality and physical accessibility affect skilled delivery service utilization. Methods: A community-based cross-sectional study was conducted from 1 July 2019 to 30 August 2019, among mothers who gave birth in the last 12 months before the study, in selected five districts of Kaffa Zone, Ethiopia. Result: In this study, 262 (70.1%) of mothers utilized skilled delivery service in their recent childbirth. Mothers regarding the nearby health facility’s physical environment as “Good” (adjusted odds ratio = 2.48, 95% confidence interval = 1.44, 4.25), mothers mentioning time to reach to the nearby health facility “<1 h” (adjusted odds ratio = 1.92, 95% confidence interval = 1.11, 3.34), and mothers regarding prompt transport service from home to the nearby health facility “Available” (adjusted odds ratio = 2.01, 95% confidence interval = 1.11, 3.63) were positively associated with skilled delivery services’ utilization. Furthermore, completing secondary education and above, attending three and more antenatal care visits, and having good knowledge of danger signs during pregnancy showed a significant association. Conclusion: Although the study evidenced statistically significant association between perceived physical accessibility and perceived service quality, further study is recommended to investigate the relationship between actual physical accessibility and actual service quality. Targeted health education program intended to improve skilled delivery service utilization should give due emphasis on enhancing antenatal care service uptake, and raising mothers’ awareness on danger signs during pregnancy, with particular focus on those mothers with low schooling.
50
Poushneh, Atieh, and Arturo Z. Vasquez-Parraga. "The role of customer readiness and participation in non-technology-based service delivery." Journal of Consumer Marketing 35, no. 6 (September 10, 2018): 588–600. http://dx.doi.org/10.1108/jcm-11-2016-2006.
Full textAbstract:
PurposeThis study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?Design/methodology/approachUsing a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.FindingsThe results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.Research limitations/implicationsSome limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.Practical implicationsEffective customer participation in service delivery can, and should, benefit from boosting customer readiness.Originality/valueThis research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.