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Open Access
Article
Publication date: 11 December 2019

Adi Kuswanto, Sundari Sundari, Ashur Harmadi and Dwi Asih Hariyanti

This study aims to analyze the effect of service quality on trust, satisfaction and loyalty by adopting two models, namely, conventional service quality model from Parasuraman and…

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Abstract

Purpose

This study aims to analyze the effect of service quality on trust, satisfaction and loyalty by adopting two models, namely, conventional service quality model from Parasuraman and information systems (IS) success model from Delone and McLean.

Design/methodology/approach

Respondents of this study were users of shared-motorcycle services who filled out a complete questionnaire totaling 507. This research used a second-order structural equation model. All question items had quite high reliability and validity based on the result of confirmatory factor analysis with a value of average variance extracted and composite reliability which was higher than 0.70. The goodness of fit was quite good with the values x2/df = 2.493, incremental fit index = 0.921, Tucker-Lewis index = 0.917, comparative fit index = 0.921 and root-mean-square error of approximation = 0.054.

Findings

Online and offline ride-sharing services reveal a strong and positive influence on trust and satisfaction. Trust reveals a strong and positive influence on satisfaction and loyalty. Finally, satisfaction reveals a strong and positive influence on loyalty. The research in general shows that the quality of offline service is more influential than the quality of online service in the case of ride-sharing service provided by two companies in Indonesia.

Research limitations/implications

The sampling frame of the research was diverse, including students of various collages and junior high schools, various private company workers and government employees. So, the results cannot be generalized to all populations especially to all Indonesian customers. It is recommended to increase the number of samples by focusing on the community groups of customers of public motorbikes, so that these groups can be compared. Next, the research finds that both service quality based on IS and service quality models reveal a strong and positive influence on loyalty both directly and indirectly.

Originality/value

The research uses respondents who use motorcycle services both online and offline. The findings of the research are important for online and offline ride-sharing motorbike service providers. They have to maintain their excellent services to the customers.

Details

Innovation & Management Review, vol. 17 no. 1
Type: Research Article
ISSN: 2515-8961

Keywords

Article
Publication date: 3 December 2018

Sundari Joseph, Susan Klein, Samantha McCluskey, Penny Woolnough and Lesley Diack

Collaborative inter-agency working is of paramount importance for the public protection agenda worldwide. The purpose of this paper is to disseminate the findings from a research…

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Abstract

Purpose

Collaborative inter-agency working is of paramount importance for the public protection agenda worldwide. The purpose of this paper is to disseminate the findings from a research study on the inter-agency working within adult support and protection (ASP) roles in the police, health and social care.

Design/methodology/approach

This realistic evaluation study with two inter-related phases was funded by the Scottish Institute for Policing Research. This paper reports on Phase 1 which identified existing gaps in the implementation of effective inter-agency practice by reviewing the “state of play” in inter-agency collaboration between the police and health and social care professionals. In total, 13 focus groups comprising representatives from Police Scotland (n=52), Social Care (n=31) and Health (n=18), engaged in single profession and mixed profession groups addressing issues including referral and information exchange.

Findings

On analysing context-mechanism-outcome (CMO), gaps in joint working were identified and attributed to the professionals’ own understanding of inter-agency working and the expectations of partner agencies. It recommended the need for further research and inter-agency training on public protection.

Research limitations/implications

This unique Scottish study successfully identified the inter-agency practices of health, social services and police. By means of a modified realistic evaluation approach, it provides an in-depth understanding of the challenges that professionals face on a day-to-day basis when safeguarding adults and informed strategic recommendations to overcome the barriers to good practices in organisational working. The methods used to determine CMO could benefit other researchers to develop studies exploring the complexities of multi-causal effects of cross-boundary working. The use of the same case study in each focus group helped to neutralise bias. However, the voluntary nature of participation could have resulted in biased perceptions. The limited numbers of health professionals may have resulted in less representation of health sector views.

Practical implications

This paper reports on a Scottish study that focused on the coordinated and integrated practices amongst the police, health and social services’ professionals who support and protect adult members of society at risk of harm and has implications for their practice.

Social implications

Whilst the focus of this study has been on ASP, the conclusions and recommendations are transferable to public protection issues in many other contexts.

Originality/value

Studies on the joint-working practices amongst police and health and social services’ professionals who support and protect adult members of society at risk of harm are uncommon. This study investigated professionals’ perceptions of gaps and concerns pertaining to integrated working by means of a realistic evaluation approach. It recommended the need for further research and inter-agency training on public protection.

Article
Publication date: 2 October 2019

Dwi Suhartanto, David Dean, Tuan Ahmad Tuan Ismail and Ratna Sundari

This paper aims to examine mobile banking adoption in Islamic banks by integrating technology adoption model (TAM) and Religiosity-Behavioural Intention Model.

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Abstract

Purpose

This paper aims to examine mobile banking adoption in Islamic banks by integrating technology adoption model (TAM) and Religiosity-Behavioural Intention Model.

Design/methodology/approach

This study uses a sample of 300 mobile banking customers of Islamic banks from West Java Province, Indonesia. Partial least square was applied to assess the association between perceived usefulness, perceived ease-of-use, religiosity, satisfaction, and adoption.

Findings

The results of this study disclosed that the integration of TAM and Religiosity-Intention model provides a more complete explanation of Islamic bank consumers’ adoption of mobile banking. Besides perceived usefulness and perceived ease-of-use, the results of this study emphasise the importance of religiosity in mobile banking adoption.

Practical implications

This study offers an opportunity for Islamic bank managers to increase the adoption of their mobile banking services. To increase the adoption of mobile banking services, Islamic banks must not only provide an application that is useful and easy to use but also consider the customer’s religiosity. All of their mobile banking marketing strategies should focus on providing high-quality mobile service while ensuring the bank’s operations are compliant with the Islamic law.

Originality/value

This study is the first attempt to integrate TAM and Religiosity-Intention Model to assess mobile banking adoption.

Details

Journal of Islamic Marketing, vol. 11 no. 6
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 14 December 2021

D.D. Devisasi Kala and D. Thiripura Sundari

Optimization involves changing the input parameters of a process that is experimented with different conditions to obtain the maximum or minimum result. Increasing interest is…

Abstract

Purpose

Optimization involves changing the input parameters of a process that is experimented with different conditions to obtain the maximum or minimum result. Increasing interest is shown by antenna researchers in finding the optimum solution for designing complex antenna arrays which are possible by optimization techniques.

Design/methodology/approach

Design of antenna array is a significant electro-magnetic problem of optimization in the current era. The philosophy of optimization is to find the best solution among several available alternatives. In an antenna array, energy is wasted due to side lobe levels which can be reduced by various optimization techniques. Currently, developing optimization techniques applicable for various types of antenna arrays is focused on by researchers.

Findings

In the paper, different optimization algorithms for reducing the side lobe level of the antenna array are presented. Specifically, genetic algorithm (GA), particle swarm optimization (PSO), ant colony optimization (ACO), cuckoo search algorithm (CSA), invasive weed optimization (IWO), whale optimization algorithm (WOA), fruitfly optimization algorithm (FOA), firefly algorithm (FA), cat swarm optimization (CSO), dragonfly algorithm (DA), enhanced firefly algorithm (EFA) and bat flower pollinator (BFP) are the most popular optimization techniques. Various metrics such as gain enhancement, reduction of side lobe, speed of convergence and the directivity of these algorithms are discussed. Faster convergence is provided by the GA which is used for genetic operator randomization. GA provides improved efficiency of computation with the extreme optimal result as well as outperforming other algorithms of optimization in finding the best solution.

Originality/value

The originality of the paper includes a study that reveals the usage of the different antennas and their importance in various applications.

Article
Publication date: 1 October 2007

Jane Fountain, Alastair Roy, Nicole Crompton, Sundari Anitha and Kamlish Patel

The police service in London report a commitment to inspiring confidence from, and responding to the needs of black and minority ethnic communities. They are also committed to…

Abstract

The police service in London report a commitment to inspiring confidence from, and responding to the needs of black and minority ethnic communities. They are also committed to tackling the supply of crack cocaine and heroin, with which members of the Jamaican and Turkish communities respectively are strongly identified. Members of these communities report concerns about drug supply issues, but are extremely reluctant to co‐operate with the police to address them because they perceive that they are unfairly targeted, particularly by the stop and search strategy. The challenge is to implement a long‐term, community engagement programme with strategic level commitment.

Details

Drugs and Alcohol Today, vol. 7 no. 3
Type: Research Article
ISSN: 1745-9265

Article
Publication date: 1 December 2008

Alastair Roy, Jane Fountain and Sundari Anitha

This paper examines the social and institutional context of barriers to drug service throughcare and aftercare for prisoners in England and Wales, including those that…

Abstract

This paper examines the social and institutional context of barriers to drug service throughcare and aftercare for prisoners in England and Wales, including those that specifically affect Black and minority ethnic prisoners. A research project in 2004 reviewed relevant literature and statistical data, mapped prison drug services, and sought the perspectives of relevant stakeholders: in total, 334 individuals were recruited to the study. The methodology facilitates analysis of the structure of services and the agency prisoner in accessing them. Recommendations are made for changes to the structure and delivery of prison drug services.

Details

Drugs and Alcohol Today, vol. 8 no. 4
Type: Research Article
ISSN: 1745-9265

Keywords

Article
Publication date: 1 December 2008

Axel Klein

Abstract

Details

Drugs and Alcohol Today, vol. 8 no. 4
Type: Research Article
ISSN: 1745-9265

Open Access
Article
Publication date: 1 August 2023

Beny Mwenda, Baraka Israel and Leticia Mahuwi

The importance of sustainable supply chain management practices (SSCMPs) in the financial performance of firms is increasing significantly. However, the influence of SSCMPs on…

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Abstract

Purpose

The importance of sustainable supply chain management practices (SSCMPs) in the financial performance of firms is increasing significantly. However, the influence of SSCMPs on financial performance can vary across sectors and contexts. This research aims to provide a comprehensive understanding of the influence of SSCMPs on the financial sustainability of small and medium-sized enterprises (SMEs) in the food processing industry. For this, the influence of sustainable environment practices, customer and supplier relationships, social SCMPs and lean supply chain on the financial sustainability of food processing SMEs is studied.

Design/methodology/approach

A questionnaire survey was conducted to collect data from 56 food processing SMEs in Mbeya, Tanzania. The study employed a cross-sectional research design and a census approach to capture data from all eligible SMEs in the target population. Exploratory factor analysis (EFA) and multiple linear regression (MLR) were utilized as the primary data analysis techniques.

Findings

The findings of the study revealed a positive and significant influence of various SSCMPs on the financial sustainability of food processing SMEs. Specifically, sustainable environment management practices (β = 0.147, p = 0.000), supplier relationship management (SRM) (β = 0.715, p = 0.001), customer relationship management (CRM) (β = 0.894, p = 0.016), social SCMP (β = 0.901, p = 0.005) and lean supply chain practices (β = 0.675, p = 0.003) were all found to have a significant effect on the financial sustainability of the surveyed food processing SMEs.

Practical implications

The study recommends the need to plan and integrate SSCMPs in firms’ operation processes, promote collaboration and networking and offer capacity-building initiatives that equip food processing SMEs with the necessary skills and knowledge to implement SSCMPs effectively. These will nurture effective adoption of SSCMP, leading to improved operations, environmental performance, financial sustainability and long-term viability of the sector.

Originality/value

While SSCMPs have gained attention in the literature, the specific focus on its impact on financial sustainability in the context of food processing SMEs adds originality to this research. Industry stakeholders and policymakers can utilize the findings of this study to develop supportive policies and programs that promote sustainable supply chain practices and enhance financial sustainability in the food processing sector.

Details

LBS Journal of Management & Research, vol. 21 no. 2
Type: Research Article
ISSN: 0972-8031

Keywords

Article
Publication date: 14 February 2023

Thalita Láua Reis Campos, Thais Vieira Nunhes, Brian Harney and Otavio José de Oliveira

Considering the characteristics and barriers faced by small and medium enterprises (SMEs) and the need to be competitive in the current scenario of high demand for sustainability…

Abstract

Purpose

Considering the characteristics and barriers faced by small and medium enterprises (SMEs) and the need to be competitive in the current scenario of high demand for sustainability, this paper aims to propose drivers for developing corporate sustainability in SMEs based on the most influential theoretical and empirical studies and the authors' experience.

Design/methodology/approach

The scientific method used in this study was content analysis of recent literature (2015–2021), specifically the 30 most cited articles on sustainability in SMEs from the Scopus database. This methodological approach has already been tested and validity by other scientific studies. From this content analysis, elements for the development of sustainability in SMEs were identified. Subsequently, in light of the authors' experience, these elements were grouped by affinity, giving rise to the drivers that aim to guide owners and managers of SMEs in the transition to sustainability.

Findings

The major finding of this paper is the proposition of drivers for the development of sustainability in SMEs. They were proposed considering the reality of these companies to be adequate to their resources and structure and to be simple to apply. Thus, these drivers guide the owners and managers of SMEs in actions that make them more prosperous, fair and green and, consequently, more competitive.

Originality/value

This work contributes theoretically to deepening the recent body of knowledge on sustainability in SMEs and fills the gap that indicates the need for accessible and flexible management solutions oriented to the development of sustainability in SMEs.

Details

Journal of Small Business and Enterprise Development, vol. 30 no. 2
Type: Research Article
ISSN: 1462-6004

Keywords

Article
Publication date: 1 August 2022

Rustanto Nanang, Connie Susilawati and Martin Skitmore

Governments in developing countries manage their considerable state assets for public service delivery directly. In Indonesia, the Directorate of State Asset Management…

Abstract

Purpose

Governments in developing countries manage their considerable state assets for public service delivery directly. In Indonesia, the Directorate of State Asset Management responsible for developing the national strategy for state asset optimization requires the determination of key elements and prioritization tools. The purpose of this paper is to show that a simple calculation using the combination of the balanced scorecard (BCS) and analytical hierarchy process (AHP) will help in the prioritization of strategy development.

Design/methodology/approach

A questionnaire survey of 131 multistakeholder respondents to identify the most important key elements and the best alternative for asset optimization was done in this study.

Findings

The respondents agree on the most important key elements, and that the best alternative for asset optimization is the efficient maintenance of assets. Competitive human resources comprise the recommended second key element, and that improvements in asset performance and value will improve public service as the second-highest alternative. This study also shows the importance of the integration of asset optimization in existing government strategic instruments supported by a comprehensive data set related to public assets and their performance.

Originality/value

This paper provides a new contribution to integrating asset optimization strategies as the core of the organization’s performance and prioritization strategies. Additional BSC perspectives are suggested, with the inclusion of AHP for prioritization. In addition, this study includes the opinions of all the stakeholders, from external users to the central management. The flexibility of the tools to adapt to the existing strategic framework will allow their application by different agencies and in different countries.

Details

Construction Innovation , vol. 23 no. 5
Type: Research Article
ISSN: 1471-4175

Keywords

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