Quality Of Digital Services Research Articles

Understanding the Drivers of Adoption for Blockchain-enabled Intelligent Transportation Systems

This study tended to present a model for examining the effective factors on adoption of blockchain-based intelligent transportation systems (ITS). The methodology employed was correlational descriptive approach using structural equation modeling. The research involved collecting data through a survey, which was completed by 368 individuals residing in prominent cities across Iran. The findings of the study suggest that perceived quality of digital services significantly impacts perceived ease of use, perceived usefulness, and trust in a positive manner. Additionally, the positive influence of information technology infrastructure and social influence on perceived ease of use and perceived usefulness is evident. Moreover, perceived ease of use and perceived usefulness play pivotal roles in building trust and fostering adoption of blockchain-based ITS. The study also highlights the positive and significant impact of transparent governance on trust and adoption. Furthermore, policies and regulations are identified as key drivers of perceived usefulness and adoption of such systems. Lastly, perceived trust and security are found to positively influence adoption. These findings underscore the potential of the examined variables to serve as robust predictors for the adoption of blockchain-based ITS by citizens.

The Analysis of Academic Community Satisfaction with Public Services in The Higher Education Service Institution

<p>The services quality will provide a satisfied perception of the services provided by the government. Public services provided by the government are felt to have not met the expectations of the community, as evidenced by the complaints submitted by the service users. This study aims to analyze the value of the service user satisfaction index on The Higher Education Service Institution (LLDIKTI) Region XI services in an effort to determine and evaluate the dimensions of the service quality. The descriptive quantitative is used as the research method. In this research, the data collection techniques using questionnaires, observation as primary data, and literature study as secondary data. The data analysis technique is guided by Permenpanrb number 14 of 2017. The results, 1) The service user satisfaction index obtained a value of 87.13, which means that the perception of satisfaction with the quality of LLDIKTI Region XI services is considered GOOD. However, it is still below based on the Ministry of Education and Culture's road map targets of 92.0. 2) In the ServQual dimension with indicators of Tangibles (U9), Reliability (U1, U2, U5), Assurance (U6), Empathy (U7), Responsiveness (U3) are below the value of 92.0. 3) There is no policy specifically to regulate the follow-up of public satisfaction survey results. 4) The digital services in the services that are dominantly accessed by service users, namely resource services, and PDDIKTI services. So, further research is needed to find out the factors that affect the quality of digital services on the service user satisfaction.</p>

THE INFLUENCE OF DIGITAL LIBRARY SERVICE QUALITY ON STUDENT SATISFACTION

This research was conducted with the aim of knowing the effect of digital service quality on student satisfaction at the State Islamic University of North Sumatra. This research is a quantitative research. Data collection techniques used in the form of a questionnaire / questionnaire. The selected sample is 100 respondents based on the slovin formula. The method used is a survey research method using a quantitative data analysis approach. The data analysis technique used is data quality test, classic assumption test, and hypothesis test. The results showed that the results of the T test obtained t-count > t-table or (2.327 > 1.660) and the value of Sig. (0.000 <0.05). This shows that there is a positive and significant influence on the quality of digital library services on the level of student satisfaction and the R Square value is 0.52, which means 52% that the magnitude of the influence of digital library service quality on student satisfaction at the State Islamic University of North Sumatra is 52%.

Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach

PurposeThis paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service quality and propose relevant strategies in sustaining the digital government service quality whilst enhancing the psychological well-being of the service providers.Design/methodology/approachThis paper utilises a triangulation design approach to interpret the findings of the study and propose pertinent strategies. Firstly, we examined the mediating role of occupational stress in addressing the link between OI traits, and digital government service quality. Next, we examined the priority factors of OI traits and occupational stress to sustain the quality of digital government services via the Importance-Performance Map Analysis (IPMA). These findings were cross-examined with the code’s percentage generated from participants’ open-ended survey feedback on aspects that requires improvement in sustaining service quality.FindingsIn principle, occupational stress mediates the relationship between OI traits at the third-order component level and digital service quality. Analysis at the lower component level shows that the mediation effect of occupational stress is only significant in the presence of employee-oriented OI traits and “Alignment and Congruence”. Accordingly, the IPMA exhibited the importance of “Job engagement”, “Alignment and Congruence” and “Occupational Stress” in sustaining service quality. Conversely, code’s percentage analysis demonstrated the role of other insignificant traits such as “Leadership” and Appetite for Change and Knowledge Deployment’ in ensuring the sustainability of digital service quality.Originality/valueBy integrating the Organisational Model of Stress with Public Service-Dominant Logic, this paper rejuvenates the stressors utilised in a traditional work setup and widens the perspective of individual job performance to organisational level performance, to reflect the context of today’s public service delivery. We triangulated the outcome from mediation analysis, IPMA as well as open-ended feedback analysis and propose prioritisation on the aspects of “Employee-oriented traits”, “Psychological Well-being”, “Alignment and Congruence”, “Leadership” and “Appetite for Change and Knowledge Deployment” aspects for sustaining digital government service quality. Considering the significance of occupational stress in sustaining service quality in both quantitative and qualitative analysis, this paper also takes the approach of proposing a stress intervention program at the individual and organisational levels to manage the psychological well-being of the service providers.

Digital Service Quality Measurement Model Proposal and Prototype Development

Traditional service quality models, which are survey-based methods, have been noted by researchers to contain operational errors in their application. Researchers criticize service quality models such as SERVQUAL and SERVPERF for containing operational errors, high implementation costs, and the issue of response recall. Additionally, these models face difficulties when applied to different sectors, as they were developed for the retail industry. The adaptation of the model, data collection, and processing have become outdated in comparison to current information processing technologies. With the rise in the use of social media, new communication paradigms have emerged. In this new paradigm, direct communication is established between people and institutions through social media. Institutions analyze social media data using text mining and sentiment analysis methods to keep up with this change. There are studies in the literature proposing new methods for measuring service quality by separately using text mining and sentiment analysis techniques. In this study, these two techniques have been combined. It is believed that combining these two techniques will result in a more robust service quality measurement model. Additionally, an application has been developed to demonstrate the functionality of the model. A municipality was specifically chosen as the application area because social media allows for fast, efficient, and inclusive participation between citizens and the municipality. The proposed model will enable the better identification of service quality deficiencies, leading to a more efficient use of municipal resources and fostering a more sustainable understanding of the municipality. With the implementation of the model, 463,886 tweets sent to the @ankarabbld and @mavimasa accounts were analyzed to identify 10 service quality dimensions and 106 keywords representing these dimensions, which would reveal the municipality’s service quality. The sentiment analysis technique was applied to 187,084 tweets containing the identified keywords. Thus, an attempt was made to uncover the municipality’s service quality.

ANALISIS KUALITAS LAYANAN LIVIN’ BY MANDIRI MENGGUNAKAN ELETRONIC SERVICE QUALITY DAN KANO (Studi Kasus : PT Bank Mandiri (Persero) Tbk, KCP Pekanbaru Panam)

The increasingly rapid competition for digital services in industry 4.0 is no exception in the banking world, encouraging every bank to continue to innovate in its digital services. PT Bank Mandiri as one of the largest banks in Indonesia strives to continue to innovate in its digital services, one of which is Livin' by Mandiri which is useful for making transactions easier for customers anytime and anywhere. However, there are still customer complaints regarding the use of Livin' by Mandiri, including customers at PT Bank Mandiri KCP Pekanbaru Panam demanding quality improvements. Quality analysis of Livin' by Mandiri services using Electronic Service Quality (E-ServQual) and Kano is expected to help in improving the quality of digital services owned by Bank Mandiri. A total of 75 customers as respondents with 28 attributes/questions related to the Livin' by Mandiri, the concluded are "The login feature application with user ID and password before being used by customers for all transactions" is the main service that must be maintained, while the "Cardless Cash Withdrawal Feature Application" is a service that must be prioritized for repairs first.

The influence of islamic banking digital service quality on intention to continue using islamic banking: a case of Indonesia

Research aims: Technological advances impact every aspect of daily life, including in Islamic banking. To keep its customers, the Islamic banking industry continues improving the quality of its digital services. Using the DBSQual model, this research aims to examine the quality of Islamic banking digital services, which encompasses seven dimensions: application architecture, application efficiency, responsiveness, user-friendliness, security, reliability, and personalization, towards the intention to continue using Islamic banking.Design/Methodology/Approach: The population of this research was Islamic bank customers in Indonesia. The sample was then selected based on the criteria of Islamic bank customers using mobile banking services. Data collection was carried out by distributing questionnaires developed from previous research. To validate the questionnaire, consultations were conducted with four survey accounting experts. Also, a pilot study was performed. Hypothesis testing was then done using the Structural Equation Modelling technique based on Partial Least Square (PLS-SEM).Research findings: The results demonstrated that three dimensions of digital service quality significantly influenced the intention to continue using Islamic banks, namely application efficiency, security, and reliability. Meanwhile, the dimensions of application architecture and responsiveness had no effect.Theoretical contribution/Originality: This study covers the gap related to empirical studies that examine the role of digital service quality development on intentions to continue using Islamic banking services.

Pengaruh Digitalisasi Produk Perbankan Dan Kualitas Layanan Terhadap Kepuasan Nasabah Pada Bank 9 Jambi

The use of technology today is an effort by banks to compete amid competitors in similar service fields. This study aims to prove empirically whether there is a relationship between digitalization of banking products and digital service quality on customer satisfaction at Bank 9 Jambi. The research method used is using multiple regression analysis with the help of the SPSS 26.0 for windows program. The sampling technique in this study was to use purposive sampling method, so that a sample of 114 respondents was obtained who were customers of Bank 9 Jambi. The results of this study indicate that the banking digitalization variable has an effect on customer satisfaction with a significant value of 0.042 <0.05. The efficieny variable shows significant results with a value of 0.012 <0.05 on customer satisfaction. The fulfillment variable has a significant effect on customer satisfaction with a significant value of 0.002 <0.05. The system availability variable has a significant effect on customer satisfaction with a significant value of 0.006 <0.05. The privacy variable has a significant effect on customer satisfaction with a significant value of 0.001 <0.05. Responsivenes variable has a significant effect on customer satisfaction with a significant value of 0.000 <0.05. The Compensation variable shows results that have no significant effect with a value of 0.185> 0.05. Contact variable shows the results affect customer satisfaction with a value of 0.000 <0.05. Meanwhile, the f statistical test resulted in the simultaneous influence of the independent variables on the dependent variable with a sig level value < α (0.000a < 0.005).

Designing a Communication Model Based on Digital Communications to Foster Customer Loyalty

The objective of this applied-developmental research was to design a communication model to foster customer loyalty based on digital communications. From the perspective of data collection methods, this study is categorized as a survey, employing an exploratory mixed-methods research approach (qualitative-quantitative). The data collection tools included semi-structured interviews in the qualitative phase and a researcher-made questionnaire in the quantitative phase. The qualitative population consisted of loyal customers of Parsian Electronic Commerce Company (organizations), and theoretical and purposive sampling methods were used until data saturation, which was achieved after 18 semi-structured interviews. The quantitative population included all employees of these organizations. The sample size was estimated using Cochran's formula, and ultimately, 393 individuals participated in the study through stratified random sampling. Grounded theory was used to analyze the specialized interviews in the qualitative section, and partial least squares (PLS) method was employed to validate the final model in the quantitative section. After open and axial coding, 6 selective codes, 8 axial codes, and 60 open codes were extracted. The results indicated that customer experience management, digital customer voice, and digital infrastructure are causal factors influencing digital communications, which in turn affects digital marketing strategy. The quality of digital services provides the context, and the intensity of industry competition is an intervening factor that impacts digital marketing strategy. Ultimately, the digital marketing strategy leads to customer loyalty.

Can Digital Transformation Enhance Quality of Digital Services & Internal Operations: Evidence from the Egyptian Tax Authority

Can Digital Transformation Enhance Quality of Digital Services & Internal Operations: Evidence from the Egyptian Tax Authority

A Study on the Application of Service Design Thinking in Enhancing User Experience in Digital Villages - Based on KANO-AHP Modeling

Abstract Based on the KANO model, this paper identifies 27 basic demand items of digital rural services under service design thinking and constructs a rural digital service quality evaluation index system. At the same time, to determine the size of the impact of different demand items on the user’s satisfaction, the weights of all demand items are calculated using the improved AHP hierarchical analysis method. Finally, an empirical analysis is carried out to estimate the overall satisfaction of users based on the evaluation system, on the basis of which the service quality expectations and perceptions are compared respectively. The service quality is evaluated by using the theory of difference in expectations. A regression analysis is also carried out on the relationship between service quality and user satisfaction to explore the degree of influence of service design thinking on digital rural services. The results show that the overall satisfaction is between (3.8 and 4.2), and the mean difference in perceived expectation for each dimension is between −0.46 and −0.276. None of the p-values are significant. This study enriches the research theories and research methods in the field of service design thinking and digital village services and provides theoretical references and methods for subsequent analyses.

The Impact of Digital Service Quality Dimensions on Customer Satisfaction and Customer Loyalty of Digital Banking in Sri Lanka

Digital banking is one of the major services introduced by the banking sector recently to improve the satisfaction level and the loyalty of the customers by providing more efficient and comfortable services. However, sufficient evidence is not available on whether the digital banking quality dimensions improve customer satisfaction and loyalty. Therefore, this study attempted to explore how digital banking service quality dimensions affect customer satisfaction and loyalty. The study was positivistic, and a deductive approach was deployed. Moreover, a multi-stage systematic random sampling technique was used as the sampling technique. The data were collected from the 300 customers who are using digital banking services (Sampath -Vishva digital banking service) in Sampath Bank, Galle Branch. Data were collected by conducting face-to- face interviews using a structured questionnaire and analyzed using SPSS software. Results revealed that digital banking quality factors such as tangibility, responsiveness, privacy, and system availability are the factors that most affected the satisfaction level of the customers who are using digital banking. Accordingly, it was concluded that customer satisfaction is needed to create customer loyalty. Moreover, it was concluded that digital quality dimension cannot directly impact on customer loyalty. Empirical evidence helped to understand the importance of service quality dimensions of digital banking. These findings will help policy makers and financial institutions to develop quality dimensions to improve customer satisfaction and to expand customer retention in the banking sector.

Assessment of the quality of digital services based on the Kano model

The article explores the possibilities of using the Kano method in assessing the quality of digital services. The processes of digitalization of medical services require not only the study of qualitative parameters, but also the determination of how they satisfy the needs of consumers. For a more complete assessment of the quality of digital medical services, an analysis was carried out on the parameters of the quality of digital services and the level of their significance from the point of view of consumers was determined. The results of the analysis showed that the most important parameters in the evaluation of digital medical services are ergonomic, which are aimed at creating convenience and comfort of the services provided. In this study, a survey of consumers of the medical application Damumed was conducted using the developed questionnaire using the Kano method. The analysis revealed a list of consumer characteristics that reduce and also increase the level of customer satisfaction. Based on the conducted research, it is recommended to improve the medical application Damumed in the following areas: to ensure that information on medical examinations is fully provided, uninterrupted operation on all application options, to ensure the information security of patient data, it is mandatory to have functions for calling and making an appointment with a doctor. The proposed recommendations aim to enhance customer satisfaction and, as a result, improve the quality of digital services.

Standardized Construction Indicator Assessment and Practice of Digital Government for Chaos Computing Theory

Abstract In this paper, the maximum Lyapunov exponent and chaotic phase space reconstruction method of the chaotic computing model are studied, the embedding dimension is obtained by using the saturated correlation dimension method, and the fractal scale of the chaotic model is determined by the DFA method. Based on the relevant policy documents, an index system for assessing the level of government digital construction is constructed, and the weights of each index are calculated. The constructed index system is used to analyze the digital construction level and digital service quality of the Chinese government, and the evolutionary characteristics of the standardized construction of China’s digital government are analyzed based on the chaotic computing model. The results show that the total score of each provincial government in the sample reaches above 90, only one provincial government has a total score below 80, and the average score of the total score reaches 85.72, which indicates that most of the provincial governments in China have a good level of digital construction. The purpose of this study is to promote and optimize the digital construction of provincial governments and improve their digital construction level, which is of greater practical significance.

Twitter Sentiment Analysis of the Low-Cost Airline Services After COVID-19 Outbreak: The Case of AirAsia

Abstract Background Public opinion about experience and expectation on services that appear on Twitter platforms provides valuable insights into satisfaction and experience. Objectives This research investigates consumer perception and opinion toward AirAsia’s services after the COVID-19 outbreak. Methods/Approach A framework is proposed by integrating the customer satisfaction model with the digital service quality dimension: product quality, price, situational factors, personal factors, service quality, and digital service quality. Nvivo is used to extract and analyse Twitter data for sentiment analysis, thematic analysis, and word frequency calculations. Results Findings demonstrated that AirAsia had received more negative sentiments than positive sentiments, indicating a lower level of satisfaction across all dimensions of customer satisfaction. Conclusions This research provides the airline industry, especially AirAsia, with an opportunity to better understand the sentiments and preferences of its customers. AirAsia can use the findings of this research to evaluate the quality of their services, especially in terms of service quality, to improve customer satisfaction, gain customer loyalty, and enhance customer experience.

Unveiling the drivers of digital governance adoption in public administration

The purpose of this paper is to investigate the factors, both internal and external, that impact the adoption of digital governance in public administration. The quantitative data were collected through online questionnaires from 556 public servants, all of whom were enrolled in a Master of Public Administration program, representing a variety of public organizations, in a non-random way. The study draws from a comprehensive literature review and leverages structural equation modeling (SEM) analysis to derive empirical insights. The empirical analysis revealed positive relationships between digital governance, service quality, safety, trust, and transparency within public services. Contrary to previous results, internal factors such as leadership, organizational culture, and skillsets do not exhibit significant impacts. Overall, the study supports the idea that improving the quality of digital services and embracing innovative technologies are key drivers of digital governance in public administration, leading to increased transparency and public trust. These findings can guide policymakers and administrators in implementing effective digital governance strategies tailored to the specific context of each public organization.

The mediating role of occupational stress: a missing link between organisational intelligence traits and digital government service quality

PurposeThis 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/approachBy 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.FindingsOccupational 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/valueBy 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.

Information and Communication Technology Medicine: Integrative Specialty for the Future of Medicine

The impact of information and communication technology (ICT) on medicine is unprecedented and ever-increasing. This has made it more and more difficult for doctors to keep pace with ICT developments and to adequately match the input of ICT experts. As a result, medical disciplines may not be able to take full advantage of growing possibilities. In this personal viewpoint paper, I argue for the establishment of a novel medical specialty, ICT medicine. ICT medicine is needed to optimally face the challenges of ICT-based developments, including artificial intelligence (AI), and to ensure their efficient and beneficial use. ICT medicine is rooted in both medicine and ICT, and in contrast to existing medical specialties it is integrative in nature, as long-standing structural collaborations with ICT and other stakeholders cross the boundaries between disciplines. Thus, new concepts and theories may evolve that are better suited to addressing ICT-related issues in medicine. ICT doctors will be instrumental in the conception, development, implementation, and evaluation of digital tools, systems, and services. They provide a bridge between ICT professionals and clinical users and educate doctors in digital applications and services. Notably, ICT doctors may have a pivotal role in the validation, verification, and evaluation of AI models. ICT medicine institutes offer a home to these new professionals, enhancing their independence within health care organizations and in relation to ICT companies. Importantly, in an era of growing technicalization and use of AI algorithms, ICT doctors may safeguard the human factor in medicine. And, from a societal perspective, they may promote digital inclusion and the continuing high quality of digital services and provide leadership in the future digitalization of medicine.

The Impact of Digital Service Quality Toward Customer Engagement: A Case Study of Telemedicine in Thailand

Purpose: The aims of this study are to examine the effect of digital service quality on customer engagement with telemedicine systems and to investigate how such effects change depending on a variety of socioeconomic characteristics. Design/methodology/approach: The survey research with online questionnaire was conducted with 405 telemedicine experienced samples. The proposed hypotheses were tested using the Structural Equation Modeling (SEM) method. Findings: The results revealed that digital service quality significantly influences customer engagement. A second-order confirmatory factor analysis of the digital service quality (DSQ) construct revealed that the efficiency dimension best explained DSQ, followed by the responsiveness and interaction dimensions. The study of moderation revealed that the effect of DSQ on CE was greater in younger age groups than in older age groups. In addition, those with a higher level of formal education appear to have higher levels of CE than those with a lesser level of formal education. Research, Practical & Social implications: The study will help practitioners create telemedicine services that are more efficient and effective so that patients are more engaged and loyal to the telemedicine service providers. Originality/value: The value of the study is that it is one of the rare attempts to clarify the consequences of digital service quality from the perspective of the consumer, and it proposes several implications and recommendations.

The role of user experience and co-creation in measuring the success of digital services in higher education

ABSTRACT Despite the growth in the number of digital services in higher education, a comprehensive success model is still lacking. DeLone and McLean‘s information system success model, one of the most widespread ones, does not specifically encompass concepts that recently gained much attention: user experience (UX) and co-creation. The goal of the study was to develop and validate a broader model fit for measuring the success of digital services in higher education. Based on the feedback from over 550 end-users, the analysis confirms the importance of UX and co-creation as success factors of digital services in higher education. In that, higher-order construct analysis provided a means to examine the digital service quality construct comprehensively and bring forth the much-needed multi-dimensional perspective on the topic. More specifically, the influence of co-creation on the higher level of perceived benefits of digital services adds to the body of knowledge that promotes the evolution of service-dominant logic.