Digital Service Providers Research Articles

Competences That Foster Digital Transformation of Public Administrations: An Austrian Case Study

Digitalisation has changed society, and, as a result, public administrations are required to undergo significant changes to satisfy emergent societal needs. These changes impact all areas of the public sector, including the development and provision of digital services, the design of processes, and the development of policy. To implement the digital strategies and transformation requirements, public administrations must rethink the competences that their workforce as well as the external stakeholders may need. To understand how one nation implements its digital strategy and upskills its civil servants, we conducted a qualitative analysis of 41 Austrian expert interviews. The research shows that different stakeholders require a variety of competences to participate in the digital transformation of its processes and services. The results demonstrate the high level of diversity and the need for a holistic approach to tackle the complexity of the digital public sector, where leadership plays the most important role. In addition, the study shows that the use of competence frameworks for measurement and monitoring needs to be adapted to the local context.

An Open Framework for the Assessment of 5G Business Cases and Investments

Beyond technological advances, 5G aims to establish an open innovation ecosystem with a wide variety of stakeholders and a plethora of new business opportunities. Mobile network operators, digital service providers, communication service providers, and vertical service providers are among the actor roles that co-create and deliver novel 5G-empowered applications. The variety of business relationships in the 5G ecosystem leads to multiple potential value network configurations and business models. In this article, we introduce a framework that enables the assessment of 5G business cases through the techno-economic analysis of alternative value network configurations, business models, cost and revenue structures, infrastructure deployments, and market conditions. The implementation of the framework is enabled by the open 360 Business Model Evaluation tool, which allows the assessment of 5G business cases from different perspectives: per actor business model evaluation, holistic cost-benefit evaluation, and upscaling and replication evaluation. We illustrate the use of our framework assessing the 5G experimentation as a service business case, motivated by the 5G-VINNI experimentation platform.

PENGARUH KUALITAS LAYANAN DAN CITRA MEREK TERHADAP KEPUASAN PENGGUNA YOUTUBE PREMIUM MENGGUNAKAN PARTIAL LEAST SQUARE

As one of the largest digital service providers in the world, YouTube certainly makes breakthroughs to maintain user interest in accessing videos through YouTube, one of which is by creating the YouTube Premium service. This research was conducted to determine the extent to which these services can provide a sense of satisfaction for its users, because as a digital service provider company, YouTube is very dependent on user satisfaction. User satisfaction is influenced by service quality and brand image. In this study, service quality, brand image, and service user satisfaction act as latent variables. To test the predictive relationship between indicator variables and variables that cannot be measured directly (latent variables) by seeing whether there is a relationship or influence between these variables using the obtained modeling can be done using the Partial Least Square method. Therefore, to determine the effect of service quality and brand image on YouTube Premium user satisfaction, an analysis was conducted using the Partial Least Square method. The research data was obtained by distributing questionnaires to 150 YouTube Premium users in Indonesia. The results of the analysis show that service quality and brand image have a significant effect on YouTube Premium user satisfaction.

The Role of Network Slicing and Edge Computing in the Metaverse Realization

Metaverse is the latest technological hype in the modern world due to its potential for revolutionizing the digital visual perspective. With the COVID-19 pandemic, most industries have moved towards digitization, and the metaverse is identified as one of the most promising platforms for such a transition, as it provides a three-dimensional (3D) immersive experience for the users. Currently, most digital service providers and organizations are actively working on metaverse- based applications. In addition, there has been a rapid increase on research work involving metaverse realization. Launching a large scale metaverse in the real world is a challenging task. However, fifth-generation (5G) and beyond 5G (B5G) technologies are envisioned to improve the feasibility of pragmatic deployments. Although, there are several conceptual designs available, actual adaptations of the concepts are still limited. This survey focuses on providing a practical approach for metaverse realization using 5G and B5G technologies. Specifically, We discuss the importance of network slicing (NS) and multi-access edge computing (MEC) as emerging 5G technologies for enabling the realization of the metaverse. We first introduce the motivation behind metaverse for future envisaged technologies. Next, we present a holistic high-level framework for metaverse realization based on network slicing and edge computing. Moreover, we discuss the futuristic metaverse applications, their technical requirements, and methods to satisfy the requirements. Finally, we highlight the deployment challenges and possible approaches to overcome them for an actual metaverse realization.

Articulating business model innovation, digital transformation and managed services: case of digital transformation as a service

Business model innovation, digital transformation and challenges in service business model settings are very highly debated, yet the linkages between these contexts are not well articulated by the current literature. This study is a qualitative investigation of academic and industry insights as an attempt to articulate the relations between these three contexts. Based on comprehensive literature review and qualitative arguments, we deduce five propositions as an overlay of business model canvas components. Extending these propositions, digital transformation as a service is examined as an opportunity for managed services providers. We further argue with the support of publicly available industry reports from select communication services provider in Middle East region that are actively pursuing digital transformation as a service. Contribution of this study is twofold - first, it is an articulated perspective of business model innovation, digital transformation and managed service as a whole and it is first of its kind. This holistic viewpoint shall serve as a tactical tool to understand and manage critical business innovation and digital transformation challenges. Secondly, this study reaffirms the fact how digital services required for digital transformation can be made as revenue generating value proposition, especially by communication services and digital services providers.

Digital services development in Ukraine

Digital technologies, electronic communications, and digital services are currently being intensively developed in all spheres of Ukrainian society. Digitalization of public services at the state level helps to meet the expectations and needs of citizens in real time and contributes to improving the quality and sustainability of the services provided. At the same time, despite the progress made in the digitalization of public services, the proper functioning of the digital state is being hampered by a significant number of citizens who, for objective or subjective reasons, cannot use digital services. In other words, there is a digital divide, which determines the strengthening of the inclusiveness of the provision of digital services based on the principles of non-discrimination, taking into account the diversity of people, effective involvement and inclusion of all its participants in the digital process to improve the quality of life and well-being.

Factors on the Adoption Behavior of Digital Wallet: Chinese Youth Perspective

The main focus of this paper is to determine the antecedents which significantly affect the attitude toward digital wallet adoption in the context of Chinese youth and to explore the moderating role of demographic and behavioral factors on the relationships between digital wallet adoption and its antecedents. The sample consists of 212 respondents. The multiple regression results indicated that perceived complexity and trialability have statistically significant relationships with digital wallet adoption. Moreover, the moderated regression analysis showed that the frequency of usage significantly moderates the relationship between the intention to adopt digital wallets and relative advantages. The findings of this study not only improve understanding of predictors affecting digital wallet adoption and behavioral differences influencing the degree of adoption but also provide insights for digital wallet service providers to redesign and develop their program to increase customer satisfaction rate.

PENGARUH FINANCIAL TECHNOLOGY TERHADAP KINERJA KEUANGAN PERBANKAN KONVENSIONAL YANG TERDAFTAR DI BURSA EFEK INDONESIA (BEI) TAHUN 2017-2021

Abstract— The application of financial technology (fintech) in the banking industry aims to enable banks to support innovation in the provision of digital services to encourage financial inclusion and public access to financial services. Banking fintech services in this study were measured using mobile banking, internet banking, and SMS banking. Meanwhile, banking financial performance is measured using return on assets (ROA), return on equity (ROE), and net interest margin (NIM). In this study used the control variable, namely the capital adequacy ratio (CAR). However, there are several issues related to the use of fintech services, firstly the increase in users of this service tends to increase bank operational costs (promotion, education, and technology investment), secondly related to security, and thirdly, there is a change in the financial ecosystem due to digitalization. This study uses a sample of all conventional banks that have implemented fintech services and are listed on the Indonesia Stock Exchange (IDX) in 2017-2021. The sample method used is purposive sampling with the analytical method, namely multiple linear regression. Based on the existing sample method, a sample of 20 banks was obtained so that a total sample of 100 observations over a five-year period. The results of multiple linear regression analysis on ROA show that only mobile banking has a positive effect, while internet banking, SMS banking, and CAR do not have a positive effect on the ROA variable. The results of multiple linear regression analysis on ROE show that mobile banking, internet banking, SMS banking, and CAR have no positive effect on the ROE variable. And the results of multiple linear regression analysis on NIM show that mobile banking, SMS banking, and CAR has a positive effect, while internet banking has no positive effect on the NIM variable.
 
 Keywords: Financial Technology (fintech); Mobile Banking; Internet Banking; SMS Banking; Return on Asset (ROA); Return on Equity (ROE); Net Interest Margin (NIM); Kinerja Keuangan

Study of Thai Youths in the Northeastern Region of Thailand on the Effectiveness of Digital Payment Behavior

Digital payment or e-payment is well known in the present digital age and cashless society because of its variety and benefit. With an increasing amount of digital payment technology, the unified theory of acceptance and use of technology (UTAUT) has been utilized for decades to investigate consumers’ acceptance. However, youths’ behavioral intention toward digital payment usage in northeastern Thailand is unknown. We thus collected the data from 384 participants of Thai youths in the northeastern region. We discovered that performance expectancy, effort expectancy, and social influence expectancy positively influence youth’s behavioral intention. In addition, facilitating conditions and behavioral intention have a positive effect on youth’s use behavior. Furthermore, we found behavioral intention to be the strongest determinant in use behavior and that behavioral intention is the most influenced by performance expectancy. This result implies that more functional digital payment solutions lead to a robust intention to use by consumers. We anticipate that digital payment service providers will develop functional services and a user-friendly interface for the market. In a similar vein, we also expect businesses and entrepreneurs, as well as virtual or physical operations, to adopt digital payments and offer them to both existing and potential consumers.

Health service - A click away

This case study examines digital health service provider Doctorola’s business strategy, competitive advantage, and challenges. The case is developed primarily on secondary sources, e.g., journal articles, newspapers, and authentic websites. The case presents the journey of the first online-based doctor appointment business - Doctorola, and its subsequent development as a full-fledged e-health service delivery provider. The case finds that Doctorola has designed effective service system to deliver patient centric services and captures a significant market share. This case shows its’ service evolution and illustrates the challenges it would face in the market to sustain in digital health market.

Distributed dual-layer autonomous closed loops for self-protection of 5G/6G IoT networks from distributed denial of service attacks

Internet of Things (IoT) is a major application area of the Fifth-Generation (5G) and beyond capable of providing massive machine-type communications (mMTC) at a large scale. It enables a wide range of applications such as smart cities, smart grids, smart factories and so on. In light of the huge number of devices involved, it is prohibitive to manage the massive large-scale cyber security scenarios manually. Therefore, closed automation loops are essential to automate such management. This paper proposes a new cognitive closed loop system to offer distributed dual-layer self-protection capabilities to battle against Distributed Denial of Service (DDoS) attacks. The proposed system features the novel usage of concurrent autonomous closed-loops for the different stakeholders’ business roles: Digital Service Providers (DSPs) and Infrastructure Service Providers (ISPs) respectively, suitable to provide a multi-layer self-protection defence mechanisms across multiple administrative domains. It has been designed, implemented and experimentally validated. Empirical results have shown that there is a high potential in the collaboration between the stakeholders to achieve the common goal of self-protection of infrastructures. It makes a major difference in the performance of the whole infrastructure for detecting, analysing and mitigating the threat when the proposed distributed dual-layer loops are applied instead of a standalone loop. The system has achieved a 78.12% of effectiveness compared with a 4.73% of the standalone counterpart, for a large scale attack when stopping 256 infected devices. Also, the proposed system has achieved a response time of 18 s whereas the standalone has required 57 s, achieving an optimization of performance of 316%.

BEPS Project and International Tax Reform: The 2021 Agreements on Taxing Multinational Companies.

The globalization of commercial exchanges and capital movements reveal new ways of obtaining value in economic activities, and the differences in the tax burden of companies, depending on where they reside, have become threats for countries to exercise the right to tax business profits generated in its jurisdiction. This problem, together with tax competition between countries, causes a transfer of tax bases towards countries with lower tax rates and tax havens. The lack of agreement in the international community on how to find a solution to the problems has caused several countries to choose to establish special taxes for certain activities of multinational companies in their jurisdictions, resulting in inefficient taxes. This paper analyzes the agreement reached in October 2021 in the G20 and in the OECD in which measures are adopted within the BEPS project to prevent the erosion of tax bases in market jurisdictions promoted by multinational companies. After studying different aspects, we found fundamental reasons for not having an optimistic view on the effective solution to the problems above: unrealistic forecasts on the amount of the new estimated tax bases for Pillar 1 and the high administration and compliance costs. In conclusion, it is not foreseeable that the tax bases derived from the provision of digital services will suffer a territorial redistribution. We do not expect that a minimum tax rate of 15% in corporate tax will be carried out effectively or that the benefits that are transferred to tax havens will be significantly reduced.

Connection successfully established: How complementors use connectivity technologies to join existing ecosystems – Four archetype strategies from the mobility sector

Supporting fast and extensive data transfer, connectivity technologies entail opportunities for stronger inter-firm collaboration and new value propositions, resulting in business model innovation. Whereas prior research has mainly focused on connectivity-induced changes in the business models of ecosystem orchestrators, we turn our attention to (prospective) ecosystem complementors. We examine how digital service providers can configure business model mechanisms to enter an ecosystem and connect themselves to its value proposition. Based on an explorative qualitative study of four cases in mobility, we develop four archetypical connection strategies for complementors. We observe that the four archetypes differ in their implications for the ecosystem value proposition, for the role of other actors in the ecosystem, and the triple-bottom-line performance of the ecosystem. Connectivity technologies can combine economic, environmental, and social benefits.

Understanding the evolution of an emerging technological paradigm and its impact: The case of Digital Twin

The interest of the academic and practitioner communities on the topic of Digital Twin has grown substantially in recent years. Bibliometric analysis can serve as a useful tool to explore the roadmap of the Digital Twin across various emergent themes over time. In this paper, we compare and analyze 1270 news articles and 4036 research publications to assess the evolution of the Digital Twin paradigm according to these sources from 2016 to 2021. We apply topic modeling and sentiment analysis on the textual corpora. Our analysis shows that certain topics related to applications, simulation, and enabling technologies for Digital Twin find greater coverage and generate higher positivity over time. We ascertain the coevolution and divergence in the number and sentiment of topics through curve matching metrics and determine whether they can rouse consumer interest, captured through online search trends. Our regression analysis shows that news on applications of Digital Twin and research on process evaluation through real-time simulation significantly impact the search frequency of consumers. Our research helps the digital product and service providers to understand the academia-industry gap in their effort to investigate Digital Twin and guides them on steps to take and themes to pursue for generating consumer interest.

The Sources of Regulation of Digital Asset Platform Service Providers in Russia and Overseas

The development of blockchain technologies caused the emergence of digital tokens and cryptocurrencies, which are used on digital platforms for investing. It determines the relevance of studying legislation of the jurisdictions where the largest international cryptocurrency exchanges are incorporated. Based on the experience of the Cayman Islands, the Republic of Korea, Singapore and Estonia, this paper conducts a comparative legal analysis of the main sources regulating the activities of digital asset services providers. The study shows the approaches applied to cryptocurrency exchanges and their operators. We concluded that there are growing requirements for providers of digital asset platforms in terms of AML / CFT, localization of business, and special liability for those companies which provide services without a license.

Effects of digital marketing practices on performance of insurance sector

Digital marketing practices have had explosive growth in the past decade, especially in the insurance sector of developing countries. In particular, the internet has been instrumental in providing digital marketing services to customers from the insurance sector. The purpose of this study, therefore, is to assess the effect of digital marketing practices on the performance of the insurance sector. A desktop literature review was used for this purpose. Relevant seminal references and journal articles for the study were identified using Google Scholar. The inclusion criteria entailed papers that were not over ten years old. The study found that the use of digital marketing strategies has a positive effect on the insurance sector's performance. Profitability improved, market share grew, and they expanded their market share. Increased customer loyalty and access to new markets are benefits of internet marketing for insurance companies. According to the findings, insurance companies should make IT infrastructure investments and implement technology-enhanced processes. Employers require adequate training on the use of e-business platforms, as well as collaboration with providers of digital services to enable them to store and market their products and services online. Aside from using traditional marketing methods (such as direct mail), the study advises general insurance companies to be innovative by implementing new strategies, such as digital marketing, to gain a larger share of their target market. This is because strategies for digital marketing have a positive impact on the overall performance of the insurance industry.

Giants with feet of clay: the sustainability of the business models in music streaming services

This paper examines the sustainability of the recorded music industry from the perspective of music performers. Music streaming platforms, or digital music service providers (DMSPs), have changed the recorded music industry paradigm since the middle of the 2010s. Business models for performers have evolved from royalty agreements based on sales to more complex remuneration systems based on revenues from a combination of (ad-based) free and paid subscriptions. Previous research has mainly focused on the examination of the business models of streaming services from the point of view of the innovation players (digital platforms) and/or the traditional dominant intermediaries (record labels and publishers). However, not all innovation-driven transformations are sustainable. In this paper, we argue that the sustainability of the main business models in the music industry demands the consideration of the performers’ perspective. We combine a qualitative approach with primary and secondary data sources to investigate the sustainability of existing trends of business models and business practices for different categories of performers, including both monetary values and a description of how revenues are shared. We conclude that DMSPs foster an asymmetric value chain in which the creative players barely capture value while technology-based innovations increase the capability of DMSPs to generate and capture value. Finally, we outline some alternative business models looking for the long-term sustainability of the digital music marketplace.

Online content filtering in EU law – A coherent framework or jigsaw puzzle?

With the spread of global digital services, the need to establish effective barriers to the dissemination of illegal content has also grown. Online services, instead of supporting the building of social relationships and allowing the free exchange of ideas, are increasingly becoming platforms for spreading hate speech or promoting extremist behaviour. The commitment to respect fundamental rights on which the Union has been built also requires those rights to be protected in cyberspace. Increasingly, one measure implemented to achieve this goal is filtering or blocking illegal content.In recent years, as a result of both the jurisprudence of European courts and the activity of the EU legislature, content filtering measures are increasingly used in an automatic and often also preventive manner. The freedom to use them on the part of digital service providers raises obvious concerns about compliance with human rights standards, often leading to allegations of implementing a new form of ``digital censorship''.Assuming that content filtering will be a measure that will be increasingly used in an automatic manner, it is particularly important to establish adequate standards of legal safeguards to protect against the risk of their abuse.The purpose of this article is to explain why the regulations currently being introduced do not create a coherent regulatory model and de facto hamper the effective protection of end-user rights and public security objectives, by introducing a series of often overlapping legal requirements. In this respect, the mosaic of various regulations does not facilitate the definition of a coherent standard of legal safeguards, which in turn delimits the boundaries of the application of automatic content filtering measures.

Towards an improved understanding of the antecedents of digital health service loyalty during a pandemic: An fsQCA approach

Loyalty towards digital health services has received unprecedented attention and acceptance during the Covid-19 pandemic period. However, whether this popularity will be retained into the future and the factors that can influence such loyalty is undetermined. This paper provides insight into this issue through a cross-cultural examination of the influence of digital service quality (e-quality) on consumer satisfaction and loyalty (e-loyalty) in the digital health service sector during a pandemic. A fuzzy-set qualitative comparative analysis (fsQCA) is applied using a sample of 50 customers drawn from different professions across different countries who actively showed loyalty towards digital health during the pandemic. Research constructs evaluation for reliability and internal consistency was subsequently performed using Cronbach's alpha and Correlation analysis. The results reveal a significant positive relationship between service quality and the twin outcomes of consumer satisfaction and loyalty, while the findings established satisfaction as a prominent mediator for digital health. Findings from the fsQCA analysis identified four core factors that underpin loyalty in digital health platforms. Alternative paths have been identified based on gender, current education status, and other professions. In addition, two topologies are introduced taking digital health services from different platforms during the pandemic. Because of the primary nature of the data, this is first-hand experience gathered from the people who are directly or indirectly involved in receiving help from digital health services in a pandemic context. The application of the fsQCA technique for examining loyalty towards digital health services is applied in the e-health or digital health literature for the first time. The study findings will assist digital health service providers seeking insight into the factors that influence loyalty of e-health service consumers, enabling them to focus more accurately on the service quality dimensions that are effective in influencing consumer satisfaction and retention. The findings of this study contain a number of contributions, illustrating different topologies towards digital health that provide educators and policymakers with valuable insights.

GoTO: A Process-Navigation Tool for Telehealth and -Care Solutions, Designed to Ensure an Efficient Trajectory from Goal Setting to Outcome Evaluation

Objectives: The digital transformation of the healthcare sector involves the procurement and implementation of new health technologies, which will likely be a challenge to healthcare providers who are not part of large organizations. In response to the needs of small and middle-sized health and care organizations, we have developed a process navigator to guide providers of healthcare through the processes of innovation, the procurement of mature products, and their implementation in telehealth and telecare projects. Methods: A narrative overview identified health-technology-assessment-inspired models. Conversations with national and international colleagues identified project and implementation models. The origin of the included models was identified, and relevant articles were referred to to describe the essential principles, including the nature of stakeholder involvement and the evaluation processes when appropriate. Based on the inputs, we proposed the process navigator GoTO. Results: Six health-technology-assessment-inspired models, six project models, one implementation model, and one innovation model were identified and informed the creation of the GoTO process navigator. The navigator consists of four parts: inception (eight steps); materialization (three tracks, depending on the maturity of the planned solution); implementation (five steps); and the final assessment and evaluation. Conclusion: The GoTO process navigator is an intuitive guide for innovation, procurement, and implementation in telehealth and -care. The GoTo navigator can assist providers of digital health and care services throughout the process from the initial identification of goals to the final evaluation of outcomes.