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Article
Publication date: 26 July 2023

Subashini Ramakrishnan, Meng Seng Wong, Myint Moe Chit and Dilip S. Mutum

This paper aims to examine the mediating role of occupational stress in addressing the missing gap between organisational intelligence (OI) traits and digital government service…

Abstract

Purpose

This paper aims to examine the mediating role of occupational stress in addressing the missing gap between organisational intelligence (OI) traits and digital government service quality.

Design/methodology/approach

By employing multistage cluster sampling, a total of 394 responses from the Malaysian service providers at federal government agencies were obtained. For data analysis, the partial least square structural equation modelling (PLS-SEM) approach with a disjoint two-stage approach was employed to assess the proposed higher-order model. The analysis was carried out to examine how occupational stress mediates the relationship between OI traits at each component level and digital service quality.

Findings

Occupational stress mediates the relationship between OI traits at the third-order component level and digital service quality. At the second-order component level, only the employee-oriented OI traits exhibit a significant indirect effect on the digital government service quality. Narrowing down to the first order component level, two OI traits, namely “Alignment and Congruence”, and “Heart” demonstrate significant indirect effects in the mediation analysis.

Originality/value

By incorporating the organisational model of stress (OMS) with public service-dominant logic (PSDL), this paper takes an approach to revitalise the stressors and individual-level performance used in a traditional work setting. Precisely, it examines how digital service quality is influenced by today's high-performing public organisation stressors (OI traits) along with non-technical element (occupational stress). More importantly, digital government service quality was examined from a less emphasised perspective, namely the supply side or service providers’ standpoint in sustaining the digital government service performance.

Details

International Journal of Quality & Reliability Management, vol. 41 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 18 October 2022

Ezlika Ghazali, Dilip Mutum, Muhammad Waqas, Azni Zarina Taha and Mozard Mohtar

This study aims to present a new integrative model that maps innovation diffusion factors, technology acceptance and use factors, device attitude, adoption intention and purchase…

Abstract

Purpose

This study aims to present a new integrative model that maps innovation diffusion factors, technology acceptance and use factors, device attitude, adoption intention and purchase intention for a pork DNA detection device (PD3).

Design/methodology/approach

A scenario-based survey was conducted with 256 potential consumers of the portable PD3. Partial least square structural equation modelling was used to test the research hypotheses.

Findings

It was found that innovation characteristic factors determine the attitude towards the device, perceived expectancy of performance and effort required to use the device. Performance and effort expectancy further influence the positive attitude towards the device which determines the behavioural intention to adopt and purchase the device.

Originality/value

This study proposes a new model that integrates the diffusion innovation theory and the unified theory of acceptance and use of technology to understand the mechanism that facilitates the adoption and purchase intention of PD3s. This study contributes to the existing literature by offering solutions that can reduce the concerns of Muslim travellers. This study enhances the understanding of the future commercial potential of this newly developed technology. The results show that the potential demand for a portable PD3 is very optimistic among consumers observing a halal diet.

Details

Journal of Islamic Marketing, vol. 14 no. 10
Type: Research Article
ISSN: 1759-0833

Keywords

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