Search results

1 – 10 of over 57000
Book part
Publication date: 20 October 2017

Gary M. Fleischman, Eric N. Johnson and Kenton B. Walker

Purpose: We examined whether the five-service quality dimensions described by SERVQUAL (SQ) and SERVPERF (SP) are consistent with perceived dimensions of management…

Abstract

Purpose: We examined whether the five-service quality dimensions described by SERVQUAL (SQ) and SERVPERF (SP) are consistent with perceived dimensions of management accounting (MA) service quality and we compared responses from users and providers.

Design/methodology/approach: We surveyed experienced providers and users of MA services to learn their perceptions and expectations of accounting service quality using SQ/SP adapted to an MA context. We used principal components analysis (PCA) to investigate service quality dimensions.

Findings: Participant responses identified three dimensions of MA service quality. There was a high degree of correspondence in dimensions of service quality between users and providers, but with notable differences in service priorities. A performance-only (SP) approach seems to provide a better measure of overall service quality than performance minus expectations (SQ).

Research limitations/implications: Participants self-selected to participate. Respondents were not matched by organization. The SQ/SP instrument may not capture important organization specific attributes. Our approach may serve as a guide for future studies of accounting service quality.

Practical implications: SP may be more useful to managers who wish to evaluate overall service quality. SQ may be more useful to identify specific gaps between user perceptions and expectations. SQ/SP assessments may help to improve the quality of MA service delivery and provider-user communications.

Originality/value: This is the first empirical study to our knowledge that reports on MA service quality dimensions using both the SQ and SP instruments. This study investigated perceptions and expectations of MA service users and providers. Our sample is a cross-section of experienced professionals.

Details

Advances in Management Accounting
Type: Book
ISBN: 978-1-78743-297-0

Keywords

Article
Publication date: 25 July 2008

Liangzhi Yu, Qiulan Hong, Song Gu and Yazun Wang

The purpose of this paper is twofold: first, to investigate the epistemological underpinning of SERVQUAL and its limitations; and second, to propose ways to enhance the…

4121

Abstract

Purpose

The purpose of this paper is twofold: first, to investigate the epistemological underpinning of SERVQUAL and its limitations; and second, to propose ways to enhance the utility of SERVQUAL as a library assessment tool.

Design/methodology/approach

The study first conceptualises quality judgment as a knowing process and locates the epistemological stance of SERVQUAL within the general framework of epistemology demarcation; it then examines related SERVQUAL assumptions and their implications for library assessment in general and for service quality assessment in particular based on two empirical investigations: a questionnaire survey and an interview survey. The questionnaire survey applies the SERVQUAL instrument to three Chinese university libraries, with a view to examining the SERVQUAL score in light of epistemological considerations; the interview survey interviews 50 faculty users in one of the three universities with a view to illuminating the naturalistic process through which users develop their judgement of the library's service quality and through which the SERVQUAL score is formed.

Findings

The study shows that the actual SERVQUAL score is distributed in a very scattered manner in all three libraries, and that it is formed through a very complex process rooted primarily in the user's personal experiences with the library, which are in turn shaped by factors from both the library world and the user's life‐world. Based on these findings, this research questions a number of SERVQUAL assumptions and proposes three concepts which may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment: library planning based variance of user perception, perception‐dependent user expectation and library‐sophistication based user differentiation.

Originality/value

The research presented in the paper questions a number of SERVQUAL assumptions and proposes three concepts that may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment.

Details

Journal of Documentation, vol. 64 no. 4
Type: Research Article
ISSN: 0022-0418

Keywords

Article
Publication date: 1 February 2000

Emma Lilley and Bob Usherwood

Discusses research that examines the relationship between user perceptions and expectations of the public library service. Emphasis is not on what expectations and…

2961

Abstract

Discusses research that examines the relationship between user perceptions and expectations of the public library service. Emphasis is not on what expectations and perceptions of the library service are, but rather how they are formed, what influences them, and how they interact. Making use of data from the 1995 ASLIB study, and drawing on research from a variety of disciplines, it was found that the library experience had a significant impact on the perceptions and expectations that are created of the service. The “snapshot” that a user forms during the service experience was found to be crucial to the perception created and the subsequent expectation held. Similarly it was noted that internal and external factors ranging from family influence to the media also have an impact on the way an individual experiences the library. Developments in information technology have resulted in some confused perceptions of the public library service. Some areas of conflict were noted between perceptions of a traditional role, and a potential role making use of IT. Concludes that a knowledge of user expectations and perceptions is vital to the effective management of public library services.

Details

Library Management, vol. 21 no. 1
Type: Research Article
ISSN: 0143-5124

Keywords

Book part
Publication date: 7 October 2015

Azizah Ahmad

The strategic management literature emphasizes the concept of business intelligence (BI) as an essential competitive tool. Yet the sustainability of the firms’ competitive…

Abstract

The strategic management literature emphasizes the concept of business intelligence (BI) as an essential competitive tool. Yet the sustainability of the firms’ competitive advantage provided by BI capability is not well researched. To fill this gap, this study attempts to develop a model for successful BI deployment and empirically examines the association between BI deployment and sustainable competitive advantage. Taking the telecommunications industry in Malaysia as a case example, the research particularly focuses on the influencing perceptions held by telecommunications decision makers and executives on factors that impact successful BI deployment. The research further investigates the relationship between successful BI deployment and sustainable competitive advantage of the telecommunications organizations. Another important aim of this study is to determine the effect of moderating factors such as organization culture, business strategy, and use of BI tools on BI deployment and the sustainability of firm’s competitive advantage.

This research uses combination of resource-based theory and diffusion of innovation (DOI) theory to examine BI success and its relationship with firm’s sustainability. The research adopts the positivist paradigm and a two-phase sequential mixed method consisting of qualitative and quantitative approaches are employed. A tentative research model is developed first based on extensive literature review. The chapter presents a qualitative field study to fine tune the initial research model. Findings from the qualitative method are also used to develop measures and instruments for the next phase of quantitative method. The study includes a survey study with sample of business analysts and decision makers in telecommunications firms and is analyzed by partial least square-based structural equation modeling.

The findings reveal that some internal resources of the organizations such as BI governance and the perceptions of BI’s characteristics influence the successful deployment of BI. Organizations that practice good BI governance with strong moral and financial support from upper management have an opportunity to realize the dream of having successful BI initiatives in place. The scope of BI governance includes providing sufficient support and commitment in BI funding and implementation, laying out proper BI infrastructure and staffing and establishing a corporate-wide policy and procedures regarding BI. The perceptions about the characteristics of BI such as its relative advantage, complexity, compatibility, and observability are also significant in ensuring BI success. The most important results of this study indicated that with BI successfully deployed, executives would use the knowledge provided for their necessary actions in sustaining the organizations’ competitive advantage in terms of economics, social, and environmental issues.

This study contributes significantly to the existing literature that will assist future BI researchers especially in achieving sustainable competitive advantage. In particular, the model will help practitioners to consider the resources that they are likely to consider when deploying BI. Finally, the applications of this study can be extended through further adaptation in other industries and various geographic contexts.

Details

Sustaining Competitive Advantage Via Business Intelligence, Knowledge Management, and System Dynamics
Type: Book
ISBN: 978-1-78441-764-2

Keywords

Article
Publication date: 5 July 2021

Jian Li, Yanping Gong, Julan Xie and Yuxuan Tan

The purpose of this study is to employ a user-centered approach to identify subgroups of people with similar profiles based on their perceptions of multiple dimensions of…

Abstract

Purpose

The purpose of this study is to employ a user-centered approach to identify subgroups of people with similar profiles based on their perceptions of multiple dimensions of digital products' coolness and to test the differences across subgroups in the intention to use these products.

Design/methodology/approach

In Study 1, 1,161 adults rated a virtual digital product on four dimensions of coolness. In Study 2, 660 college students made similar ratings and also reported their intention to use a real digital product. Participants' ratings were analyzed using a user-centered approach, namely latent profile analysis.

Findings

Study 1 identified groups of participants who had similar profiles of product ratings on the four dimensions of coolness: niche cool, mass cool, uncertain cool and uncool. Study 2 replicated the findings of Study 1 and in addition showed that these groups varied in their intention to use the product and in whether a specific dimension increased or decreased this intention.

Research limitations/implications

The cross-sectional data preclude inferences about causality, calling for experimental or longitudinal research. Additionally, future research should explore whether the results generalize to other product categories and other age groups.

Practical implications

Managers should design digital products, segment the market and develop flexible strategies based on combined responses to dimensions of coolness perception.

Originality/value

The present research employed a user-centered approach to identify groups of people who share similar patterns of coolness perception. This study provides new insight that was not available in variable-centered research.

Details

Information Technology & People, vol. 35 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 6 February 2017

Pimkamol Maleetipwan-Mattsson, Thorbjörn Laike and Maria Johansson

The purpose of this paper is to differentiate human responses to different light switch designs to determine the effects of these common interfaces on user perceptions and…

Abstract

Purpose

The purpose of this paper is to differentiate human responses to different light switch designs to determine the effects of these common interfaces on user perceptions and use of electric lighting in public buildings.

Design/methodology/approach

Empirical studies were conducted to assess and examine user perceptions with regard to design characteristics of light switches, and occupants’ use of electric lighting was examined through field observations made in a public toilet.

Findings

The results point to the possibility of identifying characteristics of light switches that attract user attention and thereby encourage energy-saving behaviour in public buildings. A light switch perceived as simple but oversized affected occupants to turn off the lights more frequently when leaving the space under study as compared to switches of normal size.

Research limitations/implications

Information on user perceptions of light switches may be limited by the assessments being carried out only in controlled environments. Assessing user perceptions in field observations is thus desirable, as it will provide more information on the perceptions in actual settings.

Practical implications

Effective design of user interfaces could provide a means of lowering energy use from electric lighting by affecting the behaviour of users. Using user perceptions to define critical design characteristics could contribute to design improvements in the interfaces with respect to users’ viewpoints.

Originality/value

This paper contributes to the subject with a basic, field-based approach to formulating an understanding of how design via user perceptions may encourage energy-saving behaviour.

Details

Journal of Engineering, Design and Technology, vol. 15 no. 1
Type: Research Article
ISSN: 1726-0531

Keywords

Article
Publication date: 17 October 2008

Polona Vilar and Maja Žumer

The paper aims to present a part of a wider study, performed at the Department of LIS&BS at the University of Ljubljana (UL). The study investigated the perceptions of user

1701

Abstract

Purpose

The paper aims to present a part of a wider study, performed at the Department of LIS&BS at the University of Ljubljana (UL). The study investigated the perceptions of user friendliness of information retrieval (IR) systems.

Design/methodology/approach

An expert study and a user study were performed. The user study was based on the results of the previous expert study, which surveyed the interfaces of four e‐journal IR systems (Science Direct, Proquest Direct, Ebsco Host and Emerald) and has been published separately. In the user study three of these interfaces were used: Science Direct, Proquest Direct, and Ebsco Host. A pilot study with ten subjects and a main study with 61 subjects, all postgraduate students of the UL, was performed. Questionnaires and observation were used for data collection. The users' perceptions of user interfaces were investigated and compared to the findings of the expert study.

Findings

It was found that users do not show high appreciation of auxiliary functions (such as search history, indexes, etc.) and do not use them to a great extent. They also do not prefer to have available different full‐text formats. Perceptions of user friendliness of elements and functions were different in each interface. For each interface it was also established that different functions and elements were influential in the overall perceptions of the interface friendliness. In comparison of the findings of the expert and user study it was found that the expert study was in some cases too detailed and investigated aspects not perceived by the users. For this reason, certain findings of both studies were not appropriate for comparison.

Research limitations/implications

The methodology of data collection was rather demanding and lengthy, and influenced the type and size of sample. Because of that it may not be possible to generalise the result to all users of e‐journals. Also, large quantities of data were collected which could be studied further.

Practical implications

The results of the study are relevant for the design of the user interfaces of IR systems. They also have implications for other areas, e.g. user education and training.

Originality/value

The study investigates the users' own perceptions of user friendliness of the e‐journal interfaces and also compares them to the findings of the expert study. This gives a valuable insight and provides many different viewpoints in regard to user friendliness, which in itself is a demanding concept.

Details

Journal of Documentation, vol. 64 no. 6
Type: Research Article
ISSN: 0022-0418

Keywords

Article
Publication date: 2 March 2015

Sue Abdinnour and Khawaja Saeed

The purpose of this paper is to explore how key usersperceptions (capability, value, timing, and acceptance) toward an Enterprise Resource Planning (ERP) system change…

2762

Abstract

Purpose

The purpose of this paper is to explore how key usersperceptions (capability, value, timing, and acceptance) toward an Enterprise Resource Planning (ERP) system change from the pre-implementation to the post-implementation phase. The paper also examines how this change differs with varying levels of user involvement in the implementation process and users’ positions in the company.

Design/methodology/approach

The authors survey the employees of a major aircraft manufacturing company in the Midwest and analyze the data using repeated measures ANOVA. The authors use time as a within-subject independent variable, and involvement/position at the company as between-subject independent variables.

Findings

The results reveal a significant drop in usersperceptions regarding the capability, value, and implementation timing of the ERP system. However, the perception of acceptance did not change significantly. Furthermore, there were more significant interactions of usersperceptions with employee position than employee involvement in the implementation process.

Research limitations/implications

The study offers a better theoretical understanding of how usersperceptions regarding an ERP system evolve over time. The use of one company is a limitation of the study, so future research can focus on extending the study in different sectors.

Practical implications

Management can design interventions to minimize users’ negative perceptions about the ERP system and increase usage in the post-implementation phase. For example, management can design training customized toward users’ positions in the company.

Originality/value

Post-implementation research in the ERP field is rare. Conducting a survey of usersperceptions allows the authors to take an in-depth look at attitudes toward an ERP system.

Details

Journal of Enterprise Information Management, vol. 28 no. 2
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 4 April 2008

Matthew Tucker and Andrew Smith

The purpose of this paper is to explore the importance of user perceptions within an organisational context, and more specifically, how user perceptions are evidenced and…

3628

Abstract

Purpose

The purpose of this paper is to explore the importance of user perceptions within an organisational context, and more specifically, how user perceptions are evidenced and positively applied within facilities management (FM).

Design/methodology/approach

A conceptual approach is adopted suggesting that user perceptions should be viewed as a holistic process within FM. Via comprehensive literature reviews the paper determines the importance of user perceptions, first, in the context of the user achieving productivity in the workplace as their input and functionalities within the physical environment can inevitably enhance their later experience, and second, in the context of the user later achieving customer satisfaction via strategic FM delivery.

Findings

Argues that user perceptions in FM can be analysed through a two‐fold approach: user perception through their input and functionalities in the workplace, and their consequent application of workplace productivity; and user perception through strategic FM delivery and the achievement of customer satisfaction. Identifies an intrinsic linkage between the two and how they are integral to the overall strategic FM process.

Originality/value

Strategic FM delivery is now essential for business survival, where the impetus on ensuring high customer satisfaction coupled with high workplace productivity is illustrated via the “logical customer performance ladder” (LCPL). This paper provides an intriguing insight into how both of these crucial factors can be strategically implemented into FM.

Details

Facilities, vol. 26 no. 5/6
Type: Research Article
ISSN: 0263-2772

Keywords

Article
Publication date: 1 December 2020

Sisi Xing, Aidong Peng and Yihong Mao

This paper aims to propose some suggestions for libraries and other digital reading service institutions to improve the utilization rate of e-books, based on the…

Abstract

Purpose

This paper aims to propose some suggestions for libraries and other digital reading service institutions to improve the utilization rate of e-books, based on the theoretical and empirical analysis of the perception behaviour characteristics of e-book selection under the allocation of limited cognitive resources.

Design/methodology/approach

From the perspective of key perception points, this paper studies the key perception points of selecting e-books through the experimental method and explores the influence of subject factors (users’ characteristics, users’ needs) on users’ e-book perception behaviour.

Findings

College students have selective attention in the process of selecting e-books. They will choose some important contents of e-books, such as title, book introduction, author, catalogue, reader comments, others’ recommendations, read leaderboard, to perceive and there is an obvious difference in perception intensity. Different personal traits and reading needs have a great influence on usersperception points. Libraries and other digital reading service institutions should provide promotion information based on key perception points of e-books, develop personalized e-book service and promotion and optimize the expression of key perception points of e-books.

Originality/value

This paper presents a valuable study attempting to introduce cognitive resource theory into the field of digital reading service, which proves that users also have limited cognitive resource allocation in the process of selecting digital books.

Details

The Electronic Library , vol. 38 no. 5/6
Type: Research Article
ISSN: 0264-0473

Keywords

1 – 10 of over 57000