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1 – 10 of over 95000Ali Biranvand and Hadi Sharif Moghaddam
The aim of this research is to display an applied and descriptive survey, assessing the feasibility of creating an inter‐library loan (ILL) system and document delivery services…
Abstract
Purpose
The aim of this research is to display an applied and descriptive survey, assessing the feasibility of creating an inter‐library loan (ILL) system and document delivery services in public libraries of Fars Province (Iran).
Design/methodology/approach
The tool for gathering data in this study is a questionnaire distributed to 254 people from public library managers and librarians in Fars Province. Data analysis was performed with statistical software SPSS (version 16), using descriptive statistics and the Friedman test.
Findings
Based on the findings, 69.94 percent of research librarians and 95.9 percent of managers surveyed need to implement an inter‐library loan system. Activity of libraries in Fars Province in the field of ILL and document delivery library services was very low (5.73 percent). Research subjects indicated that the limitations and potential problems in implementation included: no guarantee that prevents damage to resources (97.3 percent), a lack of consistent rules using library services ILL (95 percent), a lack of funding for cooperation among libraries (92/1 percent), a lack of cooperation between public libraries in ILL library (91.3 percent), the high cost of cooperation among libraries, non‐credit provision for main organization (89.4 percent), a lack of equipment such as computers, scanners, copiers, and faxes (89 percent), a lack of librarians familiar with network technologies and databases (83.9 percent), a lack of trust among professionals in the field of librarianship and library document delivery services (80 percent), and a lack of coordination between the center and the library system for implementation (80 percent).
Originality/value
The paper offers recommendations which, if enacted, would lead to a much needed improvement to the ILL and document delivery services of public (and other libraries) in Fars Province.
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Explains that efficient service delivery can often present aproblem for marketers due to the nature of the services. Summarizes thetwo general methods already suggested for…
Abstract
Explains that efficient service delivery can often present a problem for marketers due to the nature of the services. Summarizes the two general methods already suggested for improving the efficiency of service delivery – technological and humanistic. Discusses managerial guidelines for the implementation of these approaches to service delivery in several service industries, based on two service classification schemes.
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Ishfaq Hussain Bhat and Shilpi Gupta
The purpose of this study is to examine the effect of innovation in e-service delivery on trust and loyalty of Indian customers in the banking sector.
Abstract
Purpose
The purpose of this study is to examine the effect of innovation in e-service delivery on trust and loyalty of Indian customers in the banking sector.
Design/methodology/approach
The stated relationships were drawn on the grounded theories by developing a conceptual model. Purposive sampling technique was used to collect the data from 400 bank customers who were availing the e-innovation services.
Findings
The findings of the study reveal that e-service innovation has a direct impact on e-service delivery and trust. The existence of a positive relationship between e-service delivery, trust and loyalty in the banking sector of India has also been found.
Practical implications
The findings of the study would help the practitioners and experts in the related fields to understand and adopt the innovative management practices in financial services in developing country like India.
Originality/value
Continuous e-innovation can create a distinct competitive advantage and avert the risk of vanishing from the market. The study contributes in terms of e-service innovation and e-service delivery in the banking sector in India. The impact of e-service innovation on banking outcomes begins with e-service and trust, these factors positively influences e-service innovation. Furthermore, e-service innovation exerts a positive effect on e-service delivery, trust and loyalty, thereby improving organizational value.
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Ahmed Shafiqul Huque and Jannatul Ferdous
The paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district…
Abstract
Purpose
The paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.
Design/methodology/approach
The paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.
Findings
Electronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.
Originality/value
The paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.
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Arissara Suratanon Weiler and Bhumiphat Gilitwala
The growth of the internet has transformed digital infrastructure in Thailand over the past two decades, with the widespread use of e-commerce, digital money and online services…
Abstract
Purpose
The growth of the internet has transformed digital infrastructure in Thailand over the past two decades, with the widespread use of e-commerce, digital money and online services becoming a daily norm for all ages. The COVID-19 restrictions, which limited in-person business operations, boosted demand for takeout and delivery services and fueled the expected steady growth of the online food delivery market in Thailand. The pandemic also resulted in a shift towards online ordering and delivery, reflecting changes in customer behavior. This study focuses on exploring the factors that have driven Bangkokians to use online food delivery services after the COVID-19 restrictions were lifted in June 2022.
Design/methodology/approach
Data were collected from 398 participants who had ordered food delivery services after the announcement.
Findings
The findings showed that perceived usefulness, time saving benefit and price saving benefit have a significant impact on the intention of customers to use online food delivery services, while food safety risk perception had no effect.
Practical implications
Bangkokians favor online food delivery services due to convenience and time-saving, indicating high demand post-pandemic. Businesses should invest in improving their platforms to meet evolving consumer behavior.
Originality/value
The result of this study offers valuable insights into the attitudes and behaviors of Bangkokians towards online food delivery services and could be beneficial for businesses in the industry to improve their services, enhance customer satisfaction as well as increase their competitiveness.
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Sachin Kumar, Bhagwan Singh, Vinod Kumar, Ranjan Chaudhuri, Sheshadri Chatterjee and Demetris Vrontis
The present study intends to discover and analyze the determinants of users' intention to use (ITU) drone-based online food delivery (OFD) services. The study mainly focuses on…
Abstract
Purpose
The present study intends to discover and analyze the determinants of users' intention to use (ITU) drone-based online food delivery (OFD) services. The study mainly focuses on the drone-based food delivery system in India and its implications.
Design/methodology/approach
This study has used the purposive sampling method. With the support of the technology acceptance model (TAM) and the theory of planned behavior (TPB), a theoretical model was developed conceptually. Later, the model was validated using the partial least square-structure equation modeling (PLS-SEM) technique with consideration of 324 responses mainly from university students in Delhi- National Capital Region (NCR).
Findings
The findings reveal that all the determinants are positively and significantly related to ITU, except for perceived behavioral control that does not influence the consumer’s ITU drone-based OFD services. The study also shows that how food delivery system through drone can revolutionize the entire food delivery system in India.
Research limitations/implications
The present study has developed a unique model that can be used by practitioners, future researchers in this field and policymakers in government departments. The present study is limited to Delhi-NCR in India, and thus, there is an issue of generalizability in the present study.
Practical implications
This study has examined the future of food delivery system through drone-based system. Thus, the leaders in the food industry will be better positioned to understand consumers' intentions to use OFD services using drones and be able to make more informed decisions about investment in drone technology in their respective organizations.
Originality/value
The present study has combined both the technology adoption model and the TPB and developed a theoretical model. The study enriches the literature on drone-based OFD services. Since users' acceptance of OFD services using drones is an under-researched area, the present study will make a meaningful contribution to bring the body of literature in this domain.
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Kian Yeik Koay and Mei Kei Leong
The purpose of this study is to examine the factors influencing consumers' intentions to use drone food delivery services from the perspective of the theory of consumption values…
Abstract
Purpose
The purpose of this study is to examine the factors influencing consumers' intentions to use drone food delivery services from the perspective of the theory of consumption values (TCV).
Design/methodology/approach
Data collection involves the utilisation of self-administered questionnaires. Subsequently, 305 data were gathered from Malaysian consumers and subjected to analysis through partial least squares structural equation modelling (PLS-SEM).
Findings
This study demonstrated that functional, social, emotional and epistemic values, as well as personal innovativeness, can strongly predict intentions. However, neither the conditional value nor environmental concerns were significant predictors of intentions.
Originality/value
The study is the first of its kind to use the TCV from the perspective of a developing country to understand consumers' intentions to use drone food delivery services.
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Atieh Poushneh and Arturo Z. Vasquez-Parraga
This study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?
Abstract
Purpose
This study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?
Design/methodology/approach
Using 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.
Findings
The 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/implications
Some 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 implications
Effective customer participation in service delivery can, and should, benefit from boosting customer readiness.
Originality/value
This 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.
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Oludele Akinloye Akinboade, Emilie Chanceline Kinfack and Mandisa Putuma Mokwena
The purpose of this paper is to analyze citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa. The municipality consists of three…
Abstract
Purpose
The purpose of this paper is to analyze citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa. The municipality consists of three local municipalities, Lesedi, Emfuleni and Midvaal.
Design/methodology/approach
The sampling procedure was carefully designed, taking into account the spatial distribution of the population in the Sedibeng district municipality and the three local municipalities. A structured sample of 1,000 respondents was used for the study and descriptive and inferential statistics approaches were used. The focus was on citizen satisfaction with public service delivery in health care, housing, water, electricity, solid waste removal, community services or overall physical appearance of the community, cutting crimes and job creation.
Findings
Respondents are most dissatisfied with roads maintenance, government efforts to create jobs and reduce crime. Respondents from Emfuleni local municipality hold more positive feelings about public service delivery in the area of water, electricity, and solid waste. Their most negative feeling is in the area of job creation, roads and the municipality's efforts in cutting down on crime. On balance, respondents from Lesedi hold positive feelings about public service delivery only in the area of water and electricity supplies. Similarly, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Respondents from Midvaal do not hold positive feelings about public service delivery in their local municipality. Similar to other two local municipalities, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Overall, the most negative sentiment about public service delivery has been expressed by respondents from Midvaal, followed by Emfuleni and Lesedi.
Practical implications
It is important for public service delivery in Sedibeng municipality to improve so that citizens' public confidence can rise.
Originality/value
Throughout Africa, governments have been entrusted to finance and provide basic services such as health, education, telecommunications, safe water and modern sanitation. Adequate access to these services enhances development. Public services are a key determinant of quality of life that is not measured in per capita income. They are also an important element of any poverty reduction strategy. Thus, improving public service delivery is one of the biggest challenges in the continent.
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