Service Differentiation Research Articles

Implementation Classification Of Hospital Class And Humanist Standard Inpatient Class In Purwakarta

The government has established provisions for classification of hospital classes and standard class inpatient care in 2020. With these provisions, all hospitals are required to immediately implement and adjust the infrastructure they have. However, not all hospitals have adjusted according to the stipulated provisions. For this reason, readiness research needs to be carried out from each hospital in Purwakarta , regarding the implementation of hospital class classification and the implementation of standard class inpatient care. Method research carried out , use type Study Quantitative Descriptive of 4 hospitals in Purwakarta regarding the inpatient facilities they have. Implementation of Hospital class classification for research objects in Purwakarta is 75% underway. Meanwhile, the implementation of standard class inpatient care is still not fully implemented. Because there is no clarity on implementation and there are no strict sanctions for these regulations. The role of the Government through the Health Service is very much needed to enforce the implementation of the regulations, so that sanctions against hospitals will run well and the review process for determining hospital classes can be carried out. The government's regulatory function must be carried out by preparing clear and specific derivative regulations to guard the regulatory mandate. So that the benefits of health services for the community can be felt and the elements of justice and the absence of differentiation in services will be enjoyed by all people.

유튜브 프리미엄 서비스의 차별적 특성과 이용자의 감당 능력이 서비스 수용에 미치는 영향

In investigating the acceptance behaviors of YouTube premium services, this study sought to overcome the limitations that most studies have discussed with a focus on the differentiation of the service. This study proposed a research model that reflects the psychological reactance and discomfort of users who have to decide whether to accept paid services in a situation where free services are switched to paid services, in addition to service differentiation, and the ability to afford paid services. In addition, since a significant number of Korean users are showing excessive dependence on YouTube, we wanted to verify the moderating role of YouTube addiction on the YouTube premium acceptance process. As a result of the verification, it was possible to identify the discriminatory characteristics of YouTube's premium service and the user's ability to afford it to affect the perception of service quality and subsequently affect the user's attitude and acceptance behavior. In addition, the moderating role of addiction was confirmed by demonstrating that the group with a high addictive tendency showed a greater influence on the influence of user customization, expanded services, and ad exposure sensitivity on perceived quality than the group with a low addictive tendency.

Influence of Strategic Aggressiveness Posture on Transient Competitive Advantage Adoption among Private Hospitals in Nairobi City County, Kenya

Hyper dynamic business environment has rendered the pursuit of sustained competitive advantage untenable, hence the need to focus on transient competitive advantage which is a combination of various factors, which result in the ability of the firm to adapt swiftly to a fast-changing environment. This study’s’ purpose was to assess the influence of strategic aggressiveness posture on adoption of transient competitive advantage. The precise objective of the study entailed was to assess the influence of strategic aggressiveness posture on the adoption of transient competitive advantage by private multi-practice hospitals in Nairobi City County, Kenya. This study was guided by the dynamic capability theory of the firm and McGrath transient competitive advantage theory. The study adopted a descriptive correlational survey research design. The total target population was 400 hospital administrators from which a sample size of 200 respondents was selected using Stratified random sampling method. To enhance reliability and validity of study instruments, a pilot study was carried out whereby a reliability coefficient of 0.7 was considered acceptable. Both descriptive and inferential data analysis methods were used to analyze data. Analysis of data was done within acceptance margin of error of 0.95. Regression beta coefficients were used to examine influence of the independent variables on the dependent variable among private multi-practice hospitals in Nairobi city County in Kenya. The study found out that that strategic aggressiveness posture had a statistically significant influence on transient competitive advantage (β= 0.397(t=.000) and with model prediction of R square 0.292 significant at F=.000). The study concludes that strategic aggressiveness posture has a statistically significant influence on transient competitive advantage among private multi-practice hospitals in Nairobi city County in Kenya. Thus the study recommends the hospitals’ policy reviews to capture these areas for improvement: review policy to revamp competition analysis, increase market assertiveness and soldier towards best cost provision as well as adopt unpredictability in services differentiation.

Razorpay: Providing Payment Convenience to Disruptors

Razorpay is a four-year-old Indian B2B fintech startup in digital payments which is venturing into digital lending. It aims to simplify digital payment flows involved in acceptance, processing, and disbursement of payments through superior technology and automation. This case details how Razorpay creates value for businesses by offering service convenience in B2B space. Razorpay started as a payment solutions provider, primarily known for their payment gateway. Over time the market for digital payment in India has matured, with multiple providers offering similar products making it difficult for Razorpay to sustain its growth by using technological leadership and service differentiation. To maintain its growth trajectory, Razorpay has launched multiple new products in the digital payment space as well as announced a foray into creating a marketplace for digital lending through launch of Razorpay Capital. The case provides details of the growth of Razorpay and its move from its core strength of payment gateway

Service Quality and Institutional Image as Predictors of Customer Satisfaction in Municipalities of Perú

Objective: This research aimed to analyse the predictability of service quality and institutional image for customer satisfaction in municipalities in Peru. Theoretical framework: In this sense, one of the most important links between differentiation of services that can only be recognised and appreciated by the customer and competitive advantages or institutional image has become essential parts of organisations; it is the quality of services provided by public organisations such as municipalities that are under scrutiny and subject to evaluation and satisfaction of their users. Methodology: It was based on a quantitative, prospective correlational approach, with a sample of 352 users of municipalities in Peru. Results: An R2 of 0.460 was obtained, and the effect size was calculated with a coefficient of 0.851, which is considered a very high parameter above 0.350. The calculation of the significant statistical power resulted in a value of 1, which is considered very high. Furthermore, the standardisation coefficients have shown that service quality and institutional image are relevant, positive and significant predictors of customer satisfaction in Peruvian municipalities. Additionally, service quality was found to be the predominant predictor (beta=0.654). Conclusion: This study showed that there is a relationship between users' perceptions of service quality and institutional image and its predictive correspondence on their satisfaction. Citizens' satisfaction with the services provided by Peruvian municipalities was influenced to a greater extent by the public image of the entities. Originality/value: Service quality and institutional image influence customer satisfaction with Peruvian state organisations.

Delay and size‐dependent priority‐aware scheduling for IoT‐based healthcare traffic using heterogeneous multi‐server priority queueing system

AbstractInternet of Things (IoT) based healthcare applications are time‐sensitive and any delay can cause alarming situations, including death of patients. The Earliest Deadline First (EDF) scheduling scheme has been proposed for use in IoT‐based healthcare applications. However, the EDF scheme performs poorly under overloaded conditions due to giving highest priority to packets that are close to missing their deadlines. Some studies have proposed the use of Priority EDF to overcome the challenges of EDF; however, Priority EDF still favours higher priority queues which increases the waiting times of lower priority queues. In order to overcome the limitation of EDF and its variants, this paper proposes a system model for a prioritized scheduling (PS) scheme. The PS scheme is an improvement of the Earliest Deadline First (EDF) scheme and its variants for IoT‐based healthcare applications. The PS scheme uses a heterogeneous multi‐server priority queuing system to provide service differentiation by prioritizing short packets over large packets and delay sensitive packets are serviced before delay tolerant packets. Numerical results demonstrate that the PS scheme minimizes the mean slowdown for both delay sensitive short and large packets at low and high load values. Additionally, the PS scheme performs better than the EDF and Priority EDF schemes in terms of reducing mean slowdown of packets and the PS scheme performs better than the EDF in terms of throughput for all packet sizes at both low and high load values. The performance improvement in terms of throughput is more pronounced at high load values. This addresses the challenge of the EDF scheme which performs poorly under overloaded conditions and the challenge of the Priority EDF scheme which favours higher priority queues at the expense of low priority queues.

Service Differentiation and Customer Patronage of Deposit Money Banks in Port Harcourt

This study explored service differentiation and customer patronage of deposit money banks in Port Harcourt. The study adopted the correlational survey research design. The population of the study consisted of twenty-two (22) licensed deposit money banks in Port Harcourt. A sample size of 159 respondents were drawn from the population of 264 top level managers of the 22 licensed deposit money banks in Port Harcourt. The sample size was determined using the Taro Yamene’s formula while the simple random sampling technique was used to select the sample for the study. The main instrument used for data collection was a structured questionnaire. The data collected were analyzed statistically while the hypotheses were tested using Spearman Rank Order Correlation Coefficient (rho). The analysis was done with the aid of the SPSS version 22.0. The findings revealed that service quality has a positive and significant relationship with customer patronage (customer preference and customer loyalty) of deposit money banks. The study also found a positive and significant relationship between strong network connection and customer patronage (customer preference and customer loyalty) of deposit money banks. This study equally revealed that a positive and significant relationship exists between value added service and (customer preference and customer loyalty) of deposit money banks. Based on these findings, it was concluded that service differentiation significantly enhance customer patronage of deposit money banks in Port Harcourt. Based on the findings and conclusion, it was recommended that deposit money banks in Port Harcourt especially those that are experiencing low customer patronage should adopt service differentiation strategies as it would increase their level of customer patronage.

The Spatial Distribution of Urban Consumer Service Firms: Evidence from Yelp Reviews

A growing literature employs distance-based measures of localization to assess the spatial distribution of firms with a focus on manufacturing across a country. We analyse the spatial concentration of a variety of consumer services firms in the Phoenix, AZ area using geo-referenced Yelp data from over 29,000 establishments. Results from a K-density approach indicate substantial localization and service differentiation among localised firms. Firm concentration varies across service cost and quality; higher quality/cost establishments tend to cluster. Our results further understanding of the modern urban landscape as cities are increasingly centres of consumption.

Alternative Best Effort (ABE) for Service Differentiation: Trading Loss Versus Delay

The idea of an Alternative Best Effort (ABE) per-hop behaviour (PHB) emerged about 20 years ago. It provides a low-delay traffic class in the Internet at the expense of more packet loss than Best Effort (BE). Therefore, ABE is better suited than BE for loss-tolerant but delay-sensitive applications. Furthermore, ABE traffic should not degrade the service for BE traffic in terms of packet loss and delay. Therefore, Internet service providers may leave the choice of using BE or ABE to their customers as they achieve service differentiation without compromising other traffic. In this work, we revisit ABE and pursue the fundamental question whether an ABE service is technically feasible, how its service would look like and interact with existing transport protocols? We present a novel scheduler called Deadlines, Saved Credits, and Decay (DSCD) for combined scheduling of BE and ABE traffic. It allows to control ABE’s delay advantage over BE and copes with varying bandwidth. We provide an implementation of DSCD in the Linux network stack and demonstrate its efficiency. A side product of the implementation is an efficient approximation of the exponential function in the kernel and a bandwidth estimation method that even works at moderate link utilization. We study DSCD in a semi-virtualized testbed with real networking stacks to understand implications for transport protocols in a BE/ABE Internet. The study analyzes ABE’s impact on loss and delay under various conditions and gives recommendations for configuration.

Optimizing multimedia communication in internet of thing network for improving quality of service

The internet of things (IoT) has revolutionized the way we interact with technology, with the proliferation of interconnected devices leading to an increase in the volume of data transmitted over the network. One of the key applications of IoT is in multimedia communication, where real-time audio and video data is transmitted over the network. However, the diverse nature of applications and the sheer volume of data in IoT networks can lead to network congestion, latency, and variable quality of service (QoS) at the internet side, resulting in a degradation of the overall QoS for multimedia traffic. In this paper, we propose a cross-layer multimedia optimization solution for multi-point to point IoT networks that incorporates service differentiation and bandwidth reservation techniques to improve the QoS of multimedia traffic. We evaluate the performance of our proposed solution using simulations and compare it with existing solutions. Our results show that our proposed solution can significantly improve the QoS of multimedia traffic in IoT networks, even during periods of high network congestion or variable QoS at the internet side.

Resource Allocation Challenges and Strategies for RF-Energy Harvesting Networks Supporting QoS

This paper specifically addresses the resource allocation challenges encountered in wireless sensor networks that incorporate RF energy harvesting capabilities, commonly referred to as RF-energy harvesting networks (RF-EHNs). RF energy harvesting and transmission techniques bring substantial advantages for applications requiring Quality of Service (QoS) support, as they enable proactive replenishment of wireless devices. We commence by providing an overview of RF-EHNs, followed by an in-depth examination of the resource allocation challenges associated with this technology. In addition, we present a case study that focuses on the design of an efficient operating strategy for RF-EHN receivers. Our investigation highlights the critical aspects of service differentiation and QoS support, which have received limited attention in previous research. Besides, we explore previously unexplored areas within these domains.

Testing a Web-Based Food Ordering System with the Application of Geolocation

In the modern restaurant industry, there is intense competition to achieve customer satisfaction through Service Excellence or Service Differentiation. One service advantage that restaurants can offer is a Food Ordering System. The Self-Service Food Ordering System is a solution for restaurants to enhance the customer experience by providing the freedom to order food independently. It is crucial for restaurants to protect this system from external misuse, such as fraudulent orders that can cause financial losses. One solution that can be implemented is the utilization of Geolocation. Implementing Geolocation allows restaurants to obtain real-time user location data with the user's consent, thereby providing better protection for the self-service food ordering system. Testing is necessary to ensure the proper functioning of the system, including testing its features, compatibility, and the geolocation component.

Focus on the Differentiation Strategy of Mango TV from the Perspective of Variety

With the rise of short video, the internal competition of long video in the previous network audition industry has been changed, but the long video platform is still the main force in the network audio-visual industry. From the perspective of effective broadcast data, Mango TV obviously lags behind rivals such as iQiyi and Tencent Video in the whole network of movie and TV plays. In such a competitive environment, based on the consideration of its own internal advantages, Mango TV implements the differentiation strategic decision, which is embodied in the differentiation of products, services and image. Through the analysis of internal and external environment, according to the internal advantages of Mango TV: strong technical support, positive energy values, management system based on user's thinking and flexible management system, this paper analyzes the differentiated development strategy of its variety-based track, and points out that Mango TV's adherence to the differentiated development strategy has certain reference significance for the development of China's online audio-visual industry and other industries.

Big Data Analytics to Support Open Innovation Strategies in Banks

Today’s dynamic business environment has pushed service-oriented firms such as banks to collaborate with external partners through open innovation (OI) to address issues of service differentiation, optimize customer experience, and create effective open innovation strategies (OIS). However, the essential elements required to design OIS and the methods to manage these strategies are missing. Therefore, this study aims to investigate the strategic resources essential to creating OIS and identify the tools to manage these resources. Following the fundamentals of the resource-based view (RBV), bank openness (BOP), selection of external partners (SEP), open innovation methods (OIM), formalizing collaboration processes (FCP), and banks’ internal practices (BIP) are identified as the strategic elements required for creating OIS, and the role of big data analytics (BDA) in these strategic resources is examined. The data were collected through a survey questionnaire from 425 bank executives employed at different digital banks located in Malaysia. To achieve our research objectives, a quantitative deductive research design was employed and the collected data were processed in WarPLS using the structural equation modeling (SEM) technique to test the research hypotheses of this study. The empirical results reveal that BDA has a significant positive impact on BOP, SEP, and FCP, whereas OIM and BIP have an insignificant positive impact. The findings of this study contribute to designing a robust digital strategy to enhance the banking sector’s contribution to the development of financial industries in developing countries by employing BDA as a major strategic policy tool of OIS

An Industry Analysis of the Hospital Sector in Mangalore – A Study

Purpose: The purpose is to analyze the hospitals and their processes for knowing their functions and commonalities for the benefit of the best hospital choice for patients. In this study, five hospitals of Mangalore have been considered for the analysis. There are a few common things among these hospitals and certain competitive advantages that a few of them have. Hence, analysis is done based on various approaches like marketing, finance, HR, Strategy as well as the service in general. It is also to know the growth, uniqueness, competitive advantage, patient satisfaction, social contribution, and sustainability measures as well as to know the survival ability of hospitals. Design: This study is designed to collect information from various stakeholders of the respective hospitals and to analyze the same using various statistical tools. The data is then interpreted to ensure there is a perfect cross-sectional analysis of each organization from top to bottom as well as bottom-to-top approach. Findings: The findings are based on the data collected about the commonalities and differentiation of services that these five hospitals offer. KMC stands out to be number one among the five. Originality: This is a first of its kind approach to analyze five hospitals in one city in a paper and the entire study is done by the researcher as part of a bigger study. Type of Paper: Empirical Case study.

Airline brand management: A practical perspective to brand management in the airline industry

Measuring and managing airline services cannot be easily achieved using the tools developed to measure brands in goods and most other services industries due to some unique characteristics of the airline industry. This paper seeks to explain airline branding, brand management, and brand measurement from the perspective of airline marketing professionals. The aim is to identify customer-based brand equity (CBBE) measures appropriate to the unique nature of the airline industry. Furthermore, we explore the dimensions that drive brand equity in the airline industry. The paper uses semi-structured expert interviews to collect data from senior marketing executives working for both full-service and low-cost carriers, in addition to airline branding/marketing consultants. The findings reveal the factors that drive airline customer-based brand equity (CBBE) as awareness, functional and technical service performance, credibility, differentiation, value, satisfaction, and loyalty. The research encapsulates the basic dimensions of brand equity advocated in the branding literature but also some measures which are new to the airline branding literature (functional and technical service performance, and credibility). These measures are critical for airline managers as they attempt to build equity in their respective brands. Therefore, this research offers researchers and practitioners a better understanding of brand equity measurement and of brand equity formation for airlines.

Market Penetration Strategies and Market Performance of Small and Medium-Tiered Deposit-Taking Saccos in Kenya

Purpose: To explore the effect of market penetration strategies on the market performance of small and medium-tiered deposit-taking SACCOs in Kenya
 Methodology: This proposed study utilized the positivist research philosophy and adopted a descriptive research design. A census of all 141 small and medium deposit-taking-SACCOS was conducted. Data was collected using questionnaires which were physically or electronically administered to the CEOs or their assistants who were the respondents in this study. Data analysis utilized descriptive and inferential statistics which were used to deduce the nature and strength of the relationship between variables. The inferential analysis yielded correlation and regression outputs which are best for determining relationships and prediction among variables. Key correlation and regression analysis techniques such as the coefficient of determination (r2) were utilized. The analysed data was presented using tables, charts and graphs.
 Findings: The findings confirmed that market penetration strategies have a positive and significant effect on the market performance of small and medium-tiered deposit-taking SACCOs in Kenya (β=0.490, p=0.000). This implies that changes in 1 unit of the aspects related to market penetration strategies lead to a change in the market performance of small and medium-tiered deposit-taking SACCOs in Kenya by 0.490 units. Hence the rejection of the null hypothesis that market penetration strategies are not statistically significant to the market performance of small and medium-tiered deposit-taking SACCOs in Kenya.
 Unique contribution to theory, policy and practice: From study results when market penetration strategies such as service, brand, pricing and promotion differentiation are effectively induced by small and medium-tiered DT-SACCOs, the resultant effect is growth in sales revenue and market share, an increase in the number of new customers growth, service delivery excellence as well as growth in the number of innovations. Furthermore, small and medium DT-SACCOs are better engrained in the market, making them suitable to serve customers’ needs and attain a better position in the market when compared to other competitors. The study thus concluded that relationship between market penetration strategies and market performance is statistically significant, however in spite of the effect being statistically significant, study also found out that given a mean score of 3.59 and 3.62 respectively, brand differentiation and service differentiation strategies did not effectively boost market performance. The study thus recommends that small and medium Deposit taking SACCOs should invest in high yielding market penetration strategies such as price differentiation and increased advertising in order to boost market performance.

Impacts of differentiated services and competition on the pricing strategies of ride‐hailing platforms

AbstractDifferentiated services and competition have made the operation of ride‐hailing platforms (i.e., Uber and Didi) more complex. Timely optimizing their pricing strategies will be conducive to the profitability of the platform enterprises. This paper considers the differentiation in service level of two ride‐hailing brands and the Bertrand price competition between platforms, and we propose dynamic, differentiated, and static pricing strategies based on the market demand fluctuation. The optimal prices in each case are derived, and the impacts of the Bertrand competition and differentiated services on the platform's optimal pricing strategies are analyzed. Our results show that competition between platforms will change the impact of the demand fluctuation on the optimal decisions of the platform. Additionally, we find that the optimal prices of two ride‐hailing brands all increase with the coefficient of service differentiation, but the optimal price of the brand with higher service level is increased faster. The numerical studies indicate that if one of the two platforms gives priority to offering differentiated services, the profit loss caused by competition can be attenuated to a great extent.

Terrestrial transect study on pattern and driving mechanism of ecosystem services in the China–Mongolia–Russia Economic Corridor

This study quantified the gradient characteristics, trade-off/synergy relationships, and spatiotemporal changes in five key ecosystem services on the meridional (east-west transect of the Siberian Railway (EWTSR) and zonal (north-south transect of Northeast Asia (NSTNEA)) transects of the China–Mongolia–Russia Economic Corridor from 1992 to 2020. The results showed significant regional differentiation of ecosystem services. The improvement in ecosystem services in the EWTSR was significantly greater than in the NSTNEA, and the synergy between water yield and food production in the EWTSR improved the most from 1992 to 2020. The relationship between ecosystem services and different levels of dominant factors was significant, and population expansion had the greatest impact on the trade-off between habitat quality and food production. The leading drivers of ecosystem services in the NSTNEA were normalized vegetation index, population density, and precipitation. This study helps reveal regional differentiation characteristics and drive factors of ecosystem services in Eurasia.

Predictors of performance: the relation of innovative dynamic capability and the services differentiation in retail

This scientific investigation studied the precedents of organizational performance, researching the relation between Innovative Capabilities and its relationship with Performance, and this relation with the mediation of Services Differentiation. For the qualitative methodology, aiming to identify the control items of the Service Differentiation measurement scale in the supermarket context. For the quantitative stage, the techniques of multivariate data analysis were used, such as Exploratory Factor Analysis, Confirmatory Factor Analysis, and Structural Equation Modeling, to assess the proposed model. The results found regarding the hypothesis tests demonstrated that the 1º hypothesis - Innovative capabilities have a positive relation with Services Differentiation was supported. 2º Hypothesis - Differentiation has a positive and significant relationship with performance, and it is therefore supported. 3º Hypothesis - Service Differentiation mediates the relationship between Innovative Capability and Performance - was supported.