Provision Of E-services Research Articles

An Approach of Integration of Contextual Data in E-Service System for Management of Multimodal Cargo Transportation

Our research area concerns the development of an intelligent e-service system to help manage multimodal transportation processes. To better respond to the requirements of sustainable development, we encourage the development of multimodal cargo transportation. Therefore, it is important to ensure that the dissemination and management of information in multimodal transportation requires more accurate information transmission and implementation for better coordination of these processes with the interaction of all process participants. Also, contextual data integration into the e-service provision processes is important for more adequate real cargo transportation management. The transition to multimodal freight transport and the increase in its activity directly impact the sustainable development of this sector as transport flows are removed from ground roads and distributed more evenly to load more railways and sea vessels. This research aims to develop an approach to developing the infrastructure of an e-service system with the ability to integrate contextual data and influence the management of multimodal transportation. The methodological approach is based on methods of conceptual representation of information and methods for recognizing the flow of needful information during multimodal freight transportation according to adaptable management processes. The e-service provision system creates benefits for cargo drivers and delivery managers with more accurate information implementation and more adequate coordination of processes under real conditions by helping them make the right decisions.

E-Service Quality in the Gojek Application for Customer Satisfaction

Technological developments that impact digital transformation in various sectors of the Company. E-Service provision has become an important aspect that affects customer satisfaction in various industries in today's digital era. This study aims to determine how E-Service Quality in the gojek application for customer satisfaction with the results stating that E-Service Quality in the gojek application has various aspects that can increase customer satisfaction such as (tangible, reliability, responsiveness, assurance, and empathy) so that increasing these aspects will cause a sense of satisfaction, pleasure or happiness for consumers. By understanding and optimizing E-Service Quality in gojek applications can increase customer satisfaction and maintain a competitive advantage in today's digital era.

State of E-Governance at Urban Local Government in Bangladesh: A Paradigm of Rajshahi City Corporation

The purport of this study is to depict the present scenario of e-governance at urban local government in Bangladesh. Rajshahi City Corporation (RCC), as a leading municipality in initiating and applying e-governance, has introduced almost ten e-services. After a deep exploration on RCC, it reveals that EBRIS and SARMS both the e-governance projections of RCC are successfully implemented presently. E-tender, e-nothi, e-death registration and web portals are also fairly implemented. And e-revenue and e-application are on the way to implementation. Contrarily, e-waste management, sms-based information service and smart rajshahi app are not implemented yet. The most realistic findings of this research are the unimproved ICT infrastructure, lack of proper IT training of the e-service providers, lack of cooperativeness of e-service receivers, lack of e-literacy of e-service receivers, intervention of third party and demanding bribe for providing e-services, harassment by e-service providers, lack of efficiency of e-service providers and lack of awareness of e-service receivers about e-governance. As an empirical research, it uses both the qualitative and quantitative methods. This study is an endeavor to present an overall current status of e-governance in RCC.

Application of E-Services in the Urban Local Government in Bangladesh: A Study on Rajshahi City Corporation

Public sector information and communication technology (ICT) has a long history of using mainframe operations in the 1970s and microcomputing in the 1990s. It is recognized by the Government of Bangladesh that ICT has a development impact, as it enhances access to information, the quality of public service delivery and strengthens good governance practices. Since the ending of 2019, the outbreak of the Covid-19 epidemic has revived the importance of e-governance. In the initial stage of this climacteric period when people were socially distanced, restricted in quarantine, and not interacting face-to-face with each other created a whale of a ponderosas of e-governance in Bangladesh. Without any doubt, e-governance is the prime catalyst for urban development. Rajshahi City Corporation (RCC) is one of the oldest and leading municipalities in e-governance adaptation in Bangladesh. RCC, jointly with the local government division under the ministry of local government, has introduced e-governance through initiating an electronic birth registration information system (EBRIS) in 2001. This is one of the best paradigms for adapting e-governance at the urban local government level in Bangladesh. As a part of e-governance, RCC has launched Smart Auto-Rickshaw Management System (SARMS) to reduce traffic congestion on city roads. The study, based on primary sources of information, seeks to assess the role of SARMS in reducing traffic congestion on city streets as part of e-governance. In order to properly implement e-governance in Rajshahi City Corporation (RCC), researchers have come up with two recommendations for e-service providers following two broad sections. A rich ICT infrastructure is a prerequisite for providing e-services to the recipients. This study is based on empirical research. This first section of this paper is equipped with the details of the respondents, overall opinions of the respondents on e-governance are covered by second section, the third section is depictured the status of e-services in RCC. However, the last section is enclosed by the specific opinions of the respondents on EBRIS and SARMS.

Trusted Third Party Application in Durable Medium e-Service

The paper presents a novel concept of applying a trusted third party (TTP) to the blockchain-based electronic service (e-service) in the form of a durable medium. The main aim of the proposed e-service is storing, managing, and processing sensitive electronic documents. The developed e-service meets the requirements of both Polish law (related to the durable medium) and market needs. Firstly, the functional requirements were defined. Subsequently, the adequate e-service was designed, and then implemented in a real company in Poland. Due to the nature of the durable medium e-service, the presented research combines scientific and implementation aspects. The designed and implemented e-service is secure (because of using the immutable blockchain technology merged with symmetric and asymmetric cryptographic algorithms) and trusted (by using TTP as the e-service provider, as well as an independent arbitrator monitoring the document storage and processing flow). Finally, the presented approach was experimentally verified using Hyperledger Besu—a blockchain implementation platform. During the realization of two designed test scenarios, over 30,000 transactions were added to the blockchain. Furthermore, security analyses were performed regarding inherent blockchain properties, the use of cryptographic algorithms, and potential cyberattacks and vulnerabilities.

Trust in the chatbot: a semi-human relationship

Today, the use of chatbots for different functions in various industries has become a very interesting business for companies. Chatbots are promising types of interfaces. It is therefore necessary to understand how customers interact with retailers' interfaces in order to provide them with a better experience. In this study, we mobilise two theories, such as Stimilus-Organism-Response and Social Presence Theory, to formulate our research hypotheses. We have made major contributions to the interactive marketing and artificial intelligence literature by focusing on an emerging interactive technology: text chatbots. Our aim is to test the hedonic attributes of consumer trust in text chatbots by integrating the social and emotional aspects of this interaction. We also want to look at the moderating effects of text chatbot disclosure and task complexity. Based on the responses, we ran a questionnaire survey. A total of 353 people were polled for data. Participants were chosen at random. The structural equation modelling technique was used. First, the findings revealed that empathy and friendliness are major hedonic predictors of consumers' confidence in text chatbots. Second, the results demonstrate that the chatbot's task complexity and disclosure partially affect the empathy-trust relationship and the usability-trust relationship. We have made significant contributions to the field of interactive marketing research and artificial intelligence by focusing on new interactive technologies such as text-based chatbots. Our study is one of the first to look at the hedonic determinants of customer belief in text-based chatbots (1). All previous research has concentrated on the practical application of chatbots for digital customer service. The moderating effects of human-chatbot contact are investigated in our study (2). These two contributions make our research original. The findings give additional information that e-service providers and chatbot developers may utilise to improve their services, understand their effects on user experience, and provide a guide for strategy development and relationship building.

Do Electronic Services Improve Students’ Satisfaction among Public Sector Organizations? The Case of Tanzanian Higher Learning Institutions

Abstract This study examines the influence of e-services on students’ satisfaction in higher learning institutions. Although many studies have investigated e-services in education systems, many of them do not associate satisfactory e-services application in administrative activities in ensuring students’ satisfaction. The surveyed data collected from 257 university students was analyzed by the structural equation method (SEM). The study found students are satisfied with e-service provision when the systems are simple to use, reliable, efficient, secured, time-saving, and reduce costs in the process of registration, payment of tuition fees, and accessing online library services.

E-Government Solutions in Poland: The State of E-Services Provided by a Selected Local Government Unit

Objective: The subject of the article is an attempt to determine the state of e-government development in local government units in Poland based on the example of the selected Piekary Śląskie City Hall, operating in the Śląskie voivodeship. The aim of the paper is to explain the state of e-government, then to present the applied IT tools and solutions in local government units in Poland, and make an attempt to assess the state of application of e-government solutions at the local level in a selected local government unit through the perspective of e-service provision according to the maturity model. Research Design & Methods: In this study, the method of deduction was used as well as auxiliary methods and techniques such as logical analysis, analysis and study of literature, and classification and scientific description. In order to perform the research task, the applied empirical procedure was supported by a critical review of the literature on the subject in Polish and English, and practical cooperation with a selected local government unit. The research part of the study used non-participant observation, a case study and a face-to-face interview. In order to obtain information, the Polish electronic platform for public administration services (ePUAP) of the Piekary Śląskie City Hall was analysed and an interview with an employee of this unit was conducted in July 2023. Findings: The results of the conducted scientific analysis show that IT and technological solutions and tools have a significant impact on the effective e-government functioning. In addition, these factors reflect access to e-services provided by public administration, as well as employee and customer competence with regard to e-government. Implications/Recommendations: The results of the scientific analysis and its findings contribute to existing research by providing knowledge on the state, progress, and development of e-government through the provision of e-services provided by public administration in a selected local government unit in the Śląskie voivodeship. Contribution/Value Added: The research shows that the interest in the development of e-government among researchers is great, because the topic is still up-to-date and has utilitarian values. The assessment of public e-services in a selected local government unit (i.e. the Piekary Śląskie City Hall) makes it possible to determine the level of the maturity at which the examined unit is located. The study may also serve as a introduction to and a basis for a comprehensive diagnosis of the state of application of IT and technological tools and e-government development in all local government units in Poland.

Rejuvenating Kenyan Academic Library Services in the post-COVID-19 era

Academic libraries in Kenya have invested heavily in subscribing to electronic resources through the Kenya Library Information Services Consortium (KLISC), an attempt has been made to install relevant technological infrastructure and to some extent ensured the utilisation of digital services and resources to meet the needs of their clientele. However, the COVID-19 pandemic posed a special challenge to physical library services. Academic institutions were forced to close down to reduce the spread of the virus and fully provide their services online. This paper explores the interventions academic libraries applied to provide their services during COVID-19 era with a view of rejuvenating library services in the post-COVID-19 era in Kenya. A systematic literature review was used a methodology for the study. The review of online published articles on academic libraries operations and services provision amidst COVID-19 pandemic was conducted with a view to identifying global interventions to help rejuvenate academic library services in Kenya in post COVID-19 era. Findings of this study shows thatglobally, academic libraries adopted varied online strategies to provide services. Some of these include, document delivery via email, use of VPN to access online resources, mobile apps, web-based live chat, interactive social media platforms and online meeting applications such as google class, google meet, zoom, webinars. The finding provides key insights to varied media utilized in library operations and services. Challenge that hindered optimum utilisation of the service include lack of adequate information technology infrastructure and devices, limited budgets, insufficient digital competences, and inadequate digital policies. This paper recommends development of library digital policies on use of digital resources, re-prioritize enhanced library budgets to increase e-services provision, build capacity of library staff and users and invest in appropriate IT infrastructure in order to reposition library services appropriately in the post COVID-19 era and beyond

Will Users Continue Using Banking Chatbots? The Moderating Role of Perceived Risk

AI-powered chatbots have become game-changers for the financial industry. They enable banks to boost customer engagement and improve operational efficiency by lowering the traditional cost of customer support. This study analyses the impact of perceived service quality dimensions on user confirmation, satisfaction and use continuance. The present study also analyses the moderating effect of perceived risk on the relationship between user confirmation, satisfaction and chatbots use continuance. A total of 447 customers, all residing in the Indian city of Bengaluru and having recently used banking chatbot services, were surveyed. Partial least squares structural equation modelling is used to examine the relationships between the variables used in the study. Findings from the study show that all five chatbot service quality dimensions (reliability, interactivity, assurance, responsiveness and understandability) significantly impact the user’s post-use confirmation, influencing their satisfaction and continuance behaviour. Perceived risk negatively moderates the relationship between user confirmation and user satisfaction. Chatbot service developers and e-service providers can leverage these findings to understand user expectations from chatbots. They will also be helpful to other service sectors, such as insurance, travel and tourism, hospitality and healthcare.

Obligations of Entrepreneurs Providing Services by Electronic Means

The development of new information and communication technologies affects economic development. E-services, along with the accompanying social changes, are being implemented in almost every area of human life, and the development of information and communication technologies makes it possible to employ a number of new instruments in its various spheres (e-banking, e-commerce, e-education, etc.). Currently, the information space in the context of the provision and use of e-services includes consumers and entrepreneurs although it assigns them different rights and obligations in this area. It seems necessary to assess the impact of the implementation by entrepreneurs of obligations related to the provision of e-services and their impact on the economy and on consumer safety in online trade. Legal changes concerning the obligations imposed on entrepreneurs in that field appear periodically in response to new threats related to dynamic technological development.The publication is devoted to an analysis of the provision of on-line services and an assessment of the law, in particular with regard to fulfilling information obligations with respect to consumers in cyberspace.

Development of E-Service Provision System Architecture Based on IoT and WSNs for Monitoring and Management of Freight Intermodal Transportation.

The problems of developing intelligent service provision systems face difficulties in the representation of dynamic aspects of cargo transportation processes and integration of different and heterogeneous ICT components to support the systems' necessary functionality. This research aims to develop the architecture of the e-service provision system that can help in traffic management, coordination of works at trans-shipment terminals, and provide intellectual service support during intermodal transportation cycles. The objectives concern the secure application of the Internet of Things (IoT) technology and wireless sensor networks (WSNs) to monitor transport objects and context data recognition. The means for safety recognition of moving objects by integrating them with the infrastructure of IoT and WSNs are proposed. The architecture of the construction of the e-service provision system is proposed. The algorithms of identification, authentication, and safety connection of moving objects into an IoT platform are developed. The solution of application of blockchain mechanisms for the identification of stages of identification of moving objects is described by analysing ground transport. The methodology combines a multi-layered analysis of intermodal transportation with extensional mechanisms of identification of objects and methods of synchronization of interactions between various components. Adaptable e-service provision system architecture properties are validated during the experiments with NetSIM network modelling laboratory equipment and show their usability.

Quality Evaluation of E-Government Services – The Case of Albania

"Albania has passed a period of three decades in the shift from a centralized to a market economy. In this context, the public sector is confronted by structural changes at the institutional level and the extension and improvement of public services. Electronic services’ quality is a critical issue for the failure or success of e-government objectives. It promotes government efficiency and effectiveness, citizen engagement, and satisfaction. The trend to use electronic services in Albania is similarly driven by efforts to reduce public sector corruption, improve service performance, and reduce costs. The goal of this paper is to evaluate the citizen’s perception of the importance and the quality of e-services provision by the e-Albania gateway, as well as obstacles and challenges of the future. Based on the main types of services provided by the e-Albania platform, twelve indicators were considered. The survey took place in Albania (Tirana region), wherein 190 questionnaires are applied. The main reason for this selection is that Tirana is the largest region of the country, with about 50% of the population concentration and the highest number of users of the government electronic platform. The variables used are qualitative variables and were measured according to the Likert scale (1–5 estimation, from 1–strongly disagree to 5–strongly agree). Each of the main variables is explained and measured through the evaluation of three to five explanatory questions. Through the SPSS program, cluster analysis was used to evaluate the main variables. By analyzing the collected data, it turns out that there is an obvious increase in the number of public services offered, as well as the perception of citizens for the e-services provided by the government platform."

Government-to-business e-service provision in Myanmar

This study aims to increase knowledge and understanding of Government-to-Business (G2B) Services in Myanmar and will also discover the critical challenges for G2B e-Service provision in Myanmar. The government officials from the agencies providing G2B services are surveyed to explore the current status of G2B services in Myanmar. Questionnaires were analyzed quantitatively and qualitatively, with the respondents identifying themselves as they currently work at government agencies. The study revealed that among the total 30 Ministries, it is 24 % of public services are available online. The current study found that ICT infrastructure barriers, legal and policy issues, and financial barriers are significant challenges that delay the progress of G2B e-Service implementation in Myanmar. The ICT infrastructure, particularly regarding data center, are still considered inadequate, and financial and technical assistance is in demand for implementing the G2B e-Service. Social and cultural barriers are the fewer obstacles found in the analysis, with an overall rate of 87.3% positive opinion on the digital transformation of G2B services. This study will support several contributions to implementing e-Government services in Myanmar and provide awareness about G2B e-Service in Myanmar.

Management of National eID Infrastructure as a State-Critical Asset and Public-private Partnership: Learning from the Case of Estonia

In the management of national electronic identity (eID) infrastructure, cooperation between public and private parties becomes more and more important, as the mutual dependencies between the provision of e-services and the provision of the national public key infrastructure (PKI) continuously increases. Yet, it is not clear which key factors affect the public-private collaboration in the eID field, as existing studies do not provide insight into this particular matter. Therefore, we aim to identify the factors that affect public-private partnership (PPP) in the field of eID. We also describe feasible formats that help to improve the cooperation between the two sectors, based on insights from the case of Estonia. In service of that study, we conducted twelve qualitative interviews with high-level experts representing several parties from the public and the private sector. By conducting a thematic analysis of the interviews, we identified five key factors for successful PPP in the eID field, i.e., engagement, joint understanding, two-way communication, clear role division, and process orientation. Furthermore, we generalize our results by discussing, in how far the found cooperation formats can be used by stakeholders to manage state-critical information technology (IT) infrastructure components similar to eID such as mobile phone services, data transmission services and digital signature services.

Contract approaches for sustainable community-based access to e-service provision: a comparative study between Bangladesh and the Philippines

ABSTRACT Public–Private Partnerships are touted as a ‘silver bullet’ to address issues surrounding the sustainability of community-based ICT projects. This paper considers the PPP’s role in the provision of sustainable services at community access sites in Bangladesh and the Philippines. A comparative analysis of current community access operations in Bangladesh and the Philippines has been made in this study. The study investigates how the different adopted contract approaches (PPP vs. Public) have impacted the telecenter infrastructure attributes, and specifically, the impact on the types of services offered at telecenter sites. The data collection procedure utilized a mixed-methods approach, including user surveys, combined with telecenter operator interviews, and site observations. Simple descriptive statistics were used to compare the quantitative data collected regarding each of the telecenter infrastructures and telecenter services. This analysis contributes to the current understanding of telecenters concerning the adoption of PPPs toward the sustainability of public access initiatives.

Improving Cybersecurity: Factoring User Privacy and Security Concerns Into E-Service Product Design in an E-Government System

The adoption and provision of e-services in e-governance systems is on the increase. However, the privacy and security expectations of users (citizens) are not always factored into the design and development of the product or service leading to reduced acceptability, reduced trust and unfavorable attitudes of the users towards the products or services. The objective of the study was to explore this phenomenon in detail and to suggest a Participatory-Based Approach in e-service product development that solicits user experiences into the development of the electronic product or service. A qualitative Research Method was adopted using semi-structured interviews with five (5) departments in Ghana offering e-services to the citizenry. The data gathered was analyzed using grounded theory to ascertain the level of involvement of user expectations in the security and privacy aspect of e-service product development. The results showed that e-product development is a multi-stakeholder project and has an effect on e-product development, user privacy and security expectations is passively considered and with variety of challenges in actively infusing and actively involving users in e-product development. Based on the results, a Participatory-Based Approach was proposed for adoption by the e-government system owners to include users and their expectation in the development of e-service products to ensure improved security and privacy culture among all stakeholders in the E-service value chain in E-governance systems. Key words: usability, E-service, Privacy, Security. DOI: 10.7176/IKM/10-7-09 Publication date: October 31 st 2020

Digitalisation of state and municipal services, using the federal state information system “Unified Population Register” as an example

The article formulates the prerequisites that prompted state authorities to implement the project of the federal state information system “Unified Population Register” in order to promptly obtain the most complete and reliable information on the citizens of the Russian Federation. The results of an overview of changes for citizens and government agencies from the introduction of a population information system have been presented. The relevance of the project has been analysed and the pros and cons have been considered. The creation of a single population register will simplify interdepartmental cooperation, facilitate the provision of e-services and social assistance to the population, help to combat crime more effectively, and further develop the information society.

E-government and E-services in Local Government: a Case Study

E-government requires the intensive use of ICTs (information and communication technologies) in public institutions to deliver services to citizens efficiently and effectively. E-government allows the transformation of the citizen service delivery system, and its implementation is conditioned by a set of critical factors. The city halls are directly connected with citizens and deliver e-services, but the importance of this level of government is sometimes underestimated. This study aims to explore the influence of critical factors on the e-services implementation in city halls. The authors used a model to assess the e-government development index of 10 city halls and to know the provision of e-services of city halls. The results reveal that the city halls in the study currently offer e-services at the levels of presence and urban information. It important that the efforts of city halls must be oriented to the levels of interaction, transaction and e-democracy.

E-services and Local Authorities in Bulgaria

The present article aims to explore and pre­sent the development of e-services provided by Bulgarian municipalities. The main documents and regulations determining e-governance and e-services provided by the local governments in Bulgaria are presented. The websites of all 265 municipalities have been analyzed and the remote access services they provide have been evaluated. Attention is drawn to a group of func­tionalities that municipalities offer through their websites. These groups include: e-activities aimed at increasing governance transparency, remote communication capabilities and licens­ing opportunities. Municipalities which have their own e-services portals are reviewed. For local authorities with a separate portal an addi­tional study related to the relationship between the provision of e-services and the specific in­dicator and the relationship between the level of collection of vehicle tax and the introduction of a link between paid vehicle tax and technical inspection has been conducted.