E-service System 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.

Assessing progress towards smart governance in Saudi Arabia

Smart governance is a powerful political instrument to enhance the quality of public decision-making. Saudi Arabia has established smart city strategies using Information Communication Technologies to improve the quality of life and facilitate sustainable development. This study assesses smart governance, based on identifying five distinct areas by means of sixteen indicators for smart governance performance. To this end, data was collected from public and international sources, as well as from the literature. The findings reveal that Saudi Arabia has achieved solid progress in this field. Two factors, the e-service system and spending on public services, have highly contributed to this improvement. Other factors, such as citizen participation, governmental organization, and political domain have also played an important role; however, there are still some challenges that need to be addressed.

Why the Utilization of E-Government Services is Poor? – A study with the Citizens in Colombo Municipal Council Area in Sri Lanka

One of the most important elements of an e-Government system is the interaction between users and e-Government systems, specifically the adoption and utilization by those users, who are the main target of such systems. However, even after taken numerous efforts to develop an e-service system in Sri Lanka, its utilization and adoption are still at a very poor level. It indicates as the rate of online submission of applications is 1.16% and for license/ permits it is 0.18%. Thus, this research aims to investigate, analyze and understand the key factors that influence users’ adoption and utilization of two e-Government services: e-Vehicle revenue license and e-Police clearance certificate in Sri Lanka with a holistic approach. The conceptual framework was developed by studying the Technology Acceptance Model (TAM) and Web Trust models and theories related to technology acceptance and usage, in conjunction with a review of e-Government adoption and utilization literature. The study population was the Colombo Municipal Council area with 561,314 individuals. A random sample of 203 chief occupants was selected and the response rate was 96.5%. Respondents’ demographic details, educational qualifications, internet experience, e-Government usage and as well as preferences when obtaining e-Government services were included. The results showed significant (5% level) moderate positive relationships among utilization and “usefulness”, “ease of use”, “trust in the internet” and “trust in the Government”. Moreover, “usefulness” (β=0.445) and “trust of the government” (β=0.379) were found to be the significant (5% level) influential factors in adoption and utilization with model adequacy at 36.5%. Similar to the literature, the findings ensure that when the usefulness and the trust are at a higher level, the adoption and utilization also be at a higher level. The- challenges for citizen-centered e-Government applications were identified as a lack of users’ trust in the internet service providers, level of security standards, quality of e-Government systems, reluctance to share, exchange, and store their personal information specially the financial information in the online platform. However, the positive factor is the citizens perceive and experience e-Government systems as simple to use and useful. Further, they intend to accept and use it. Based on the interviews held with the uses, implementing simple and useful e-services and e-transactions, enhancing the reliability of the services, improving the accessibility options of the implemented e-services and e-transactions, and increasing the awareness of implemented e-services and their benefits were highlighted as their suggestions to develop the existing e-Government systems and services in Sri Lanka. The most important fact emphasized here is the implementation of a one-stop e-Government portal for all the services. Actions taken to enhance the digital literacy of the citizens from their school level will be benefited to successful adoption and utilization of e-services in Sri Lanka.

The Influence and Continuance Intention of the E-Government System: A Case Study of Community Water Supply Business

The e-Service system is utilized in government administration to help achieve efficiency and provide people with services that meet their needs. This service is also known as e-Government. This article discovers the actual impacts and examines the paper to identify the underlying factors affecting the government’s e-service system. The Administration created it to help achieve efficiency and provide people with services that meet their needs, also known as e-government. In addition, it leads to an increase in participation in the equity of the distribution of social benefits. This research examines the essential aspects that influence a community’s perception of E-Government Continuance Intentions Toward E-Services. A questionnaire with a five-point Likert scale was issued to 1,000 community water consumers, and the researcher received 627 valid responses. Data were collected using a simple random sampling technique with a sampling ratio of 14 villages. Subsequently, descriptive statistics characterize the data (frequency distributions, percentages, averages, medians, and standard deviation). Furthermore, PLS-SEM was utilized to study the interactions between variables and launch the conceptual model via partial least squares (PLS) path modeling. This research demonstrates that digital technologies are critical to boosting community expectations and satisfaction with e-Services. Numerous factors contribute to its growth. Moreover, this paper presents an excellent case study approach based on expectation confirmation theory for examining people’s community participation behaviors regarding e-services. In addition, community water consumers participate in electronic services by confirming their expectations with satisfaction.

Influence of E-Marketing Strategy on Customer Satisfaction

Over the past two decades, several attempts were made to provide best practices for e-service quality measurement and e-marketing strategy. It is always necessary to measure the performance quality of web services using different means such as E-SERVQUAL model. The customer satisfaction gets enhanced after measuring the E-service quality in a service-based company. The proposed study uses E-SERVQUAL model for measuring the service quality of an E-commerce Company. The survey questionnaire method is used to collect responses from customers of the company via email and newsletters. The results indicate that factors: efficiency, reliability, assurance and security in the e-service system are in favorable condition and factor: responsibility is not in the favorable condition that affects the customer satisfaction level of the company. Managerial implications are proposed with the help of theoretical study of e-marketing strategy 2P+2C+3S to enhance customer satisfaction of the company

Complex Network of Aviation E-Services in the Belt and Road Initiative: A Heuristic Study of Small Data based on Block Modeling

ABSTRACTThe aviation e-service system is an important part of support for business communication in regions covered by Belt and Road initiative. In exploring the role of airline companies in this system, we examine the structure of the network, which consists of airlines interconnections based on small data of individual attributes of aviation companies in aviation e-services, and study these interconnections across different groups using block modeling. The heuristic solution of airline companies in development of international communication and cooperation is further discussed. Among our policy implications for global managers, we suggest the enhancement of cross-regional cooperation among airlines.

Analysis of the technology acceptance model in evaluating students’ perspective towards the use of Zankoline system

The development and utilization of technology has motives the society’s dependence on Information and Communication Technology (ICT). One of technology variants is the zankoline system, which is described as the use of services through the internet. In which it’s an e-service system which provides access to students to apply for the region’s universities for the undergraduate studies. The research aims to analyze the technology acceptance model (TAM) in order to evaluate students’ perspectives towards the use of Zankoline system. The total of 200 forms was distributed and 140 survey response rate was received. Elements that were evaluated comprised of perceived usefulness, perceived ease of use, and intention to use. The collected data were analyzed using SPSS based on the TAM technique via hypothesis test. The findings revealed that the research participants' perspectives were low regarding the use of zankoline system, this is due to the most of the research participants were not applied to the zankoline and were accepted through direct admission. Keywords: e-government, students’ adoption, evaluation, TAM, effectiveness .

E-services: concept, specificity, and marketing elements to create their value

These days we can observe a rapid growth in the development of e-services. The fact that a new type of services is provided and consumed using an Internet-based or electronic system is of great importance to the marketing strategy. In the article, the authors discuss the nature and specificity of e-services, as well as propose five key elements of marketing strategy which can be used to create value to customer. These five key elements are as follows: architecture of an e-service system, information, e-service quality, social network, and brand. The article is conceptual in nature. In order to achieve the aim pursued, the method of critical analysis of literature was used. Moreover, all three methods of reasoning − induction, deduction, and analogy − were employed.

Проблемы формирования и перспективы развития системы электронных государственных услуг в России

The article defines the concepts of «state-provided e-service» and «e-government», identifies their correlation and the major barriers to the introduction of government- and state-provided e-service system in Russian. The authors classify the principal deterrents to the e-service system development and consider the prospects of this service sphere.

Cryptographic Analysis and Improvement of the Structured Multi-signature Scheme for P2P E-Services

So far, the trust data storage and transmission security problems are often neglected by researchers in P2P E-Service system. Burmester’s scheme and Harn’s scheme are two kinds of structured multi-signature schemes. They provided co-signers with different role/position have different management liability and authorization capability. This paper shows some insecurity in these schemes. There are two kinds of attacks on these schemes: (1) the schemes can’t resist the dishonest signer forgery attack by forging his own public key (2) everyone can forge some certain messages which to be sign and cannot detect by the signature verifier. Then a new structured signature scheme with verifying signature parameter and all the signers’ public keys was proposed. In this way, the new scheme can resist attacks as mentioned, and can be applied to the trust data security transmission in P2P E-Service system.

The Impact in Customs Efficiency of the ITSW: Mexico Case of Study

The evolution and grow of international trade has made the task assigned to customs services more important and complex. Now day’s customs administration is a relevant regulatory operator in international trade as facilitator and accelerator of trade. However, the study of efficiency on the public sector is more complex than the study of efficiency in the private, profit-oriented sector; due to the fact that public sector efficiency can be defined as capacity to achieve goals instead of perceiving profits. The aim of this research is to identify those areas which yield the greatest cost/efficiency gains from the implementation of the e-service system International Trade Single Window (ITSW) and to note the obstacles or disadvantages present on the implementation of the ITSW in Mexico as a case of study. The findings point out that, according to the first result of the implementation of the ITSW, Mexico has made good progress related to the efficiency of international trade procedures, simplifying the flow of information between traders and customs administration and reducing the time in customs clearance in 20%.

An E-Services Success Measurement Framework

The introduction of e-service solutions within the public sector has primarily been concerned with moving away from traditional information monopolies and hierarchies. E-service aims at increasing the convenience and accessibility of government services and information to citizens. Providing services to the public through the Web may lead to faster and more convenient access to government services with fewer errors. It also means that governmental units may realize increased efficiencies, cost reductions, and potentially better customer service. The main objectives of this work are to study and identify the success criteria of e-service delivery and to propose a comprehensive, multidimensional framework of e-services success. To examine the validity of the proposed framework, a sample of 200 e-service users were asked to assess their perspectives towards e-service delivery in some Egyptian organizations. The results showed that the proposed framework is applicable and implementable in the e- services evaluation; it also shows that the proposed framework may assist decision makers and e-service system designers to consider different criteria and measures before committing to a particular choice of e-service or to evaluate any existing e-service system. Index Terms—IS success model, e-services success model, e-services success measurement framework.

Analyzing e-service quality in service-based website by E-SERVQUAL

Article history: Received October 10, 2011 Received in Revised form November, 14, 2011 Accepted 25 November 2011 Available online 3 December 2011 Over the past two decades, two-way communication via web-based exchanges has been a popular method for different activities such as electronic transaction, publication, broadcasting, and other service applications. However, it is always necessary to measure the performance quality of web services using different technique such as e-SERVQUAL model. The proposed study of this paper uses this technique for measuring the quality of Iranian university e-services. The proposed study distributes a standard questionnaire among students who use this service through internet. The results indicate that only efficiency and online service quality in the eservice system are desirable. Managerial implications are represented. © 2012 Growing Science Ltd. All rights reserved.

E-Services System Acceptance at an Australian University

This case study is based in a department of a university implementing an e-Services system project. Earlier discussion of the background/context of the case study is to provide a general overview of the department and its business. Analysis of the data provides an insight into Management perceptions about their expectations for the system. Insights on the e-Services project and the factors influencing the implementation are also described. The purpose of analysing the Management’s perspectives about staff use of e-Services is to understand what factors affected the project development.

A Complementary Resource Bundle as an Antecedent of E-Channel Success in Small Retail Service Providers

This study proposes an e-service resource bundle (E-SRB) as an antecedent of electronic service channel (e-channel) success in small retail service providers. The E-SRB indicates a collection of three resources: e-market acuity, e-IT competence, and e-service agility. Given the interdependence of these three resources in delivering quality e-services, the authors hypothesize about their complementarity and its positive effect on performance. The results of this structural equation modeling using survey data show support for the proposed hypotheses, demonstrating that the E-SRB positively influences e-channel performance. The performance impact is not limited to perceived financial performance but extends to self-reported dollar-based sales and profits. These results have theoretical implications when it comes to linking e-service quality to financial performance. They also carry managerial implications for small-scale e-retailing, where limited resources can seriously impede the full use of the e-channel. One of these implications concerns what resources are necessary and how to allocate them in order to improve an e-service system. In the end, this study suggests that managers should understand the interrelationships that might exist among resources that collectively influence performance.

The use of qualitative evidence in e-services systems implementation

Transition from paper-based system to web-based e-service system requires understanding the end-user perception. Such understanding can enhance the systems development and implementation process. If there is a friction between the paper-based and web-based system the user may offer resistance to its acceptance. The case study derives the discussion on the basis of prevailing circumstances. The argument on user acceptance, systems development, and implementation process is embedded in the current case study.

Toward a Provider-Based View on the Design and Delivery of Quality E-Service Encounters

The advent of electronic-based service (e-service) transactions has resulted in numerous operational challenges for service providers. Extending previous service management insights, this article offers a provider-based framework identifying four overarching types of online interactions useful for advancing understanding on the design and delivery of quality e-service encounters. This framework allows for examination of the amount of service intervention, the degree of user participation, and the type of user connection underlying online interactions for both Web 1.0 and Web 2.0 applications and platforms. The article discusses how the quality of each e-service encounter type—informational, self-directive, intervenient, and intensive— requires, from a systems quality and operational standpoint, the management of three elements (i.e., target market, concept, and delivery system) underlying the firm’s e-service operations strategy. The article proposes promising areas in e-service encounter quality research where further investigation of design and delivery issues is urgently needed. One immediate implication stemming from this framework is that there is likely no single best strategy or approach to designing and delivering effective (i.e., quality) online moments of truth. What is required is the apt configuration of strategic e-service elements underlying each distinct e-service encounter type vis-à-vis critical e-service system quality dimensions (e.g., manageability, reliability, usability).

항공사 e-서비스가 고객 만족도에 미치는 영향

With the development and generalization of internet and information technology, airlines has tried to reduce their business expenses and commissions to travel agencies and enhance service qualities through service automation and simplification, such as internet booking and ticketing, self check-in, in-flight internet and RFID for checked baggage. The statistical techniques conducted for this empirical analysis are frequency analysis, reliability analysis, factor analysis, confirmatory factor analysis and multiple regression analysis. This research has tried to examine factors of airline e-services that influence on recommendation re-purchase intention and satisfaction. Results has found that only on-line reservation and ticketing factor had significant effect for recommendation and re-purchase intention and all e-service factors produced significant effect to total satisfaction. It was also recommend that airlines have to provide easy and more familiar e-service system to their passengers to deliver better services.

An intelligent multi-agent e-services method—An international telecommunication example

The online services of B2B e-commerce have had to face a challenge resulting from the diverse services built on heterogeneous platforms that must work together in an integrated and seamless manner. Today, businesses have accumulated large numbers of online services that run and reside on a variety of environments. Furthermore, they have different workflows and operational support systems that need to interact with their legacy systems. The result has been chaotic and disruptive. We developed a new framework, artifact, and performance model with which to address this problem. A multi-agent e-service system was developed to cope with dynamics and upheaval. We used a customer-centric viewpoint with supply chains both upstream and downstream. An implementation was performed to determine problems in its development. Two simple live case studies were conducted to illustrate the model's feasibility and validity.

The Architecture of Service Systems as the Framework for the Definition of Service Science Scope

The purpose of this study is to define generic service processes, their system, and a scope of service science developed originally by the author. In the presented approach, the main criterion is the class of serviced users, since this leads to the six kinds of process recognition and eventually helps in planning e-service systems’ architecture. E-service system (e-SS) is defined as a mission-goal-strategy-driven configuration of technology, organizational processes and networks designed to deliver HTservicesTH that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment considerations have significant implications for the design of an e-service system. Four criteria which impact e-service systems’ architecture have been defined as: service business model, customer contact and level of involvement (Service User Interface), service provider’s enterprise complexity (Enterprise Systems and Networks), and scope of goods involved in service. It was proved that the e-service system is the intermediary layer between Service User Interface and Enterprise Systems and Networks. Two examples of e-SS have been modeled.