Electronic Service Delivery Research Articles

Customer Affecting-Satisfaction Factors in Electronic Banking Systems: Three Significantly Selected Research Perspectives

The future of the highly competitive global banking is electronic banking via internet. This trend of electronic delivery of banking products and services is necessitated by the customers' demanding more Internet-customized daily transaction. Hence, customer affecting-satisfaction factors need to be thoroughly investigated in order to deliver efficient electronic banking. Consequently, this paper reviewed three approaches to reach the most influential customer affecting-satisfaction factors. These customer affecting-satisfaction approaches are prioritizing based on cause and effect relationships, understanding with the use of a questionnaire survey and better communicating using e-mail and social media. The pool of customer affecting-satisfaction factors is quality of services, reliability, privacy and confidentiality, site aesthetics, ease of use, convenience, communication speed (via e-mail and social media), fulfillment, responsiveness/contact, efficient and other future emerging factors. The most important factor results from first, second and third approach is the ease of use, friendly website navigation, and communication speed respectively.

Analysing Benefits and Challenges of Information Communication Technologies: A Study on Nagaland

This paper examines the status of Information Communication and Technology (ICT) in the state of Nagaland by using well-structured questionnaires and secondary data. The study had analysed the benefits and challenges of ICT covering the entire state. It is observed that although ICT had picked up well, there are many places especially in rural areas where ICT usage is still very low. There is no doubt that the use of ICT is contributing a lot to the uplift of socio-economic of the people but there is also a necessity of further improving the electronic public service delivery to citizens in a transparent, efficient, cost-effective and easy manner. In general, it is seen that the younger generation appears to be much more in favour of engaging ICT tools in their day to day work and while framing ICT policies more focus have to be given on the lower age groups so as to improve trust between citizens and government and between citizen and various institutions. The study also reveals that sincere efforts have been made to use the latest state of art technologies to take the state of Nagaland to the next higher level and the state is now fully aware of the benefits and challenges of ICT. The findings of this study shows that placing more emphasis on ICT can significantly speed up the overall inclusive socio-economic growth of the state and therefore more initiatives have to be taken to strengthen ICT so as to bring quick changes in governance and all other spheres of life.

Electronic Funds Transfer and Service Delivery in Saccos: A Case Study of Ng’arisha Sacco, Bungoma Kenya

Electronic funds transfer is generally expected to improve efficiency in funds transfer, payments, reporting, receipting and thus service delivery in any organization. However, SASSRA reports of 2018 show that despite Sacco’s having institutionalized electronic operations in their accounting process, efficiency and effectiveness in service delivery remains elusive in most aspects. The main objective was to determine the effect of electronic funds transfer on the service delivery in Ng’arisha Sacco, Bungoma Kenya. The research was guided by Schumpeter’s theory of innovation and technology acceptance model. This study embraced descriptive survey research design. This study had a target population of 127. Census sampling was used where the entire targeted population was sampled. Data was gathered using questionnaires with closed-ended structured questions that were prepared on a five-point Likert scale. Statistical Package for Social Sciences (SPSS) version 26 software was utilized for data analysis. Data was analysed in form of descriptive and inferential statistics. The research hypothesis posited H01: E-funds transfer has no significant effect on service delivery in Saccos. Thus, the model was significant and so the null hypothesis was rejected on the ground that E-funds transfer had a significant and moderate strong positive linear correlation with service delivery in Saccos. Based on the discoveries, it pints that in the Sacco industry, service delivery is crucial. As a result, there is a strong link between e-funds transfer practices and Ng’arisha SACCO service delivery. The study recommends that, Saccos should employ electronic transfer of funds for their operations to enhance service delivery.

English

This paper appraised the process of electronic reference service delivery (ERSD) in Redeemer’s University, Nigeria (RUN). It highlighted the operations of using modern information and communications technology (ICT) for core Reference Service Delivery such as selective dissemination of information (SDI) and current awareness services (CAS) in RUN. ERSD in RUN are aimed at meeting the growing information needs of faculty members. It has enhanced the reputation of the library as well as increased patronage of library reference services. To elicit information from the faculty, a profile form was designed. The form is a description of the process and procedure of providing current information but personalized to the faculty, and keeps them abreast of the latest development. ERSD offers an important option to users for keeping current with research. Also, there is evidence that SDI can be provided in a variety of ways, both manually and electronically. However, using electronic means has proved to be cost-effective and faster. The library in question has moved from the traditionally approach to online information provision methods. Key words: Electronic reference, selective dissemination of information (SDI), current awareness services (CAS), online reference services (ORS), electronic reference service delivery (ERSD), Redeemer’s University.

Rizik kriza u 21. veku i njihov uticaj na bankarski sektor

Just over a decade after the outbreak of the global economic crisis in 2008, the world is once again facing a global crisis caused by the Covid-19 virus pandemic. The paper compares the effects of the crisis on the banking sector with special reference to the measures of the National Bank of Serbia that were implemented in order to preserve financial stability in the Republic of Serbia. It was concluded that the Serbian banking sector has consistently submitted to the moratorium introduced by the NBS, most likely as a consequence of high liquidity and capital adequacy in previous periods. On the other hand, due to the corona virus pandemic, many factories have stopped producing gold, the transport of goods is functioning slowly, which has led to a shortage of gold, so it is almost impossible to buy a gold ducat or gold bar in Europe. As a result, the jump in demand consequently affected the increase in the value of gold. Although bankers quickly adapted to work from home and electronic delivery of services to end users, what is a fact is that in the future we will certainly face new financial shocks, so one of the goals of the work is to create foundations and recommendations for further business research in risky situations.

Electronic Payment Systems (EPS) and Service Delivery in Selected Money Deposit Banks in Nigeria

Electronic Payment Systems (EPS) and Service Delivery in Selected Money Deposit Banks in Nigeria

The Extent to Which Universities Have Embraced Technology in Service Delivery: A Comparative Study of NUST (Zimbabwe) and University of Venda (RSA)

nformation Communication Technologies have greatly impacted the education sector over the years leading to electronic service delivery. Universities all over the world are embracing Information Communication Technologies especially the internet, creating websites, making use of web 2.0 applications, that is, social networks and moving their services from manual based to electronic platforms. The study was comparative, looking extent to which the National University of Science and Technology (NUST) (Zimbabwe) and the University of Venda (RSA) have embraced ICTs in the conduct of business and how this has impacted on their service delivery. Universities have embraced ICTs in different levels, according to their capacity in terms of finances, human resources, institutional capacity and other variables. A combination of web content analysis and a comparative study of the web presence of the two universities was done which revealed that the universities are present on some web 2.0 applications though not fully exploiting all the functions. Websites for both universities were carefully analysed and the results showed that online service delivery was growing yet in need of full implementation and use. It is therefore recommended that these universities adopt online service delivery to enhance and develop lives of the university community. Keywords: Information Communication Technology, Information society, Global village, Universities, e-learning.

Electronic Governance and Service Delivery in Selected Ministries in Ebonyi State, Nigeria

The main objective of this study is to find out the extent electronic governance facilitates service delivery in Ebonyi State Bureaucracies. In specific terms, the objective of this study is to: Find out the extent the adoption of electronic governance aids record keeping/tracking of events in Ebonyi State Bureaucracies/Ministries; Examine the extent the adoption of electronic governance encourages accountability and transparency in Ebonyi State Bureaucracies/Ministries and Determine the extent the adoption of electronic governance encourages quality service delivery in implementing the projects and programmes of Ebonyi State Bureaucracies/Ministries. The theory adopted in this research is the Theory of Innovation and Diffusion propounded by Everett Rogers (1957). This theory tries to elucidate the implication of Technology/ Internet in the various spheres of life in the contemporary society. The research design adopted is a descriptive survey design. The instrument used in generating data in the study is questionnaire. The following are some of the main findings made in the study: Electronic government makes an impact on the knowledge of the society as well as on the literate level of the society. Electronic governance is very beneficial to the people who have electricity. The adoption of electronic governance in running the affairs of the ministries brings about effective service delivery in the state. It helps in defining and re-defining the current vision and mission of the government. The adoption of electronic governance curtails the level of corruption and encourages accountability and transparency in governance since it is a mechanism for carrying out proper internal and external auditing in government. The adoption of electronic government in Bureaucracies helps in facilitating the formulation of strategies for project and programme implementation in the states. The research has the following recommendation: The government of Ebonyi State should adopt therefore electronic governance in order to institutionalize in the state for real budget tracking in the state. Government should adopt the use of electronic governance in the state since it brings about significant improvement in governance through accountability and transparency; detects and prevents poor service delivery, curtails unnecessary waste, as well as arbitrary and captious behavior in Bureaucracies. Government should employ both qualitative and quantitative manpower who are experienced in the electronic governance in the Bureaucracies so that the programmes and projects of the government will always be effectively and efficiently carried out.

Delivering Smart Governance in a Future City: The Case of Glasgow

In 2013, Glasgow City Council received significant funding to develop innovative smart city applications, including the delivery of new electronic public services and the co-production of governance. This case study examines the processes that underpin the ways in which the ‘Future City Glasgow programme’ delivered ‘smart governance’, in the context of a regenerating post-industrial city. We assess the contribution of smart city technologies and data collection and monitoring processes designed to facilitate citizen engagement and sustainable governance practices. The Future City Glasgow programme ran from 2013‒2015, and included the Open Glasgow project, and ‘Demonstrator Projects’ of: Energy Efficiency; Intelligent Street Lighting; Active Travel; and, Integrated Social Transport. Opportunities arose from these demonstrators for developing co-production and legacy initiatives. The case study provides insight into the ways in which citizens and local communities in Glasgow have been engaged in governance processes. This engagement has taken place via traditional and innovative smart city technologies, and in particular in relation to policy formulation, service design and delivery. It finds that the co-creation of governance is shaped by vested interests, that engagement is fragmented and partial, but at the same time new technologies, social media and shared learning opportunities offer innovative new ways for <em>some</em> citizens to influence local governance.

The extent to which universities have embraced technology in service delivery: a comparative study of NUST (Zimbabwe) and University of Venda (RSA)

Information communication technologies (ICTs) have greatly impacted the education sector over the years leading to electronic service delivery. Universities all over the world are embracing ICTs, especially the Internet, creating websites, making use of Web 2.0 applications, that is, social networks and moving their services from a manual based to electronic platforms. The study was comparative, looking extent to which the National University of Science and Technology (Zimbabwe) and the University of Venda (RSA) have embraced ICTs in the conduct of business and how this has impacted on their service delivery. Universities have embraced ICTs in different levels, according to their capacity in terms of finances, human resources, institutional capacity and other variables. A combination of web content analysis and a comparative study of the web presence of the two universities was done which revealed that the universities are present on some Web 2.0 applications though not fully exploiting all the functions.
 
 Keywords: Information communication technology, information society, global village, universities, e-learning.

Examining the impact of e-government service process on user satisfaction

PurposeA government website is considered as an electronic government service delivery system (eGSDS). The authors look at this eGSDS from its process point of view. This study aims to expand the existing knowledge of e-government adoption, and to identify the significance of eGSDS process to user satisfaction.Design/methodology/approachThis study uses a quantitative technique using data collected from 197 respondents. Structure equation modeling has been used to test the model and the proposed hypotheses.FindingsThe findings indicate that as the eGSDS process improves, a user’s perception of the government website’s ease of use increases, leading to increased perceived usefulness, which increases user satisfaction. The findings also indicate that eGSDS process has a significant impact on perceived usefulness and user satisfaction. This study provides evidence that the technological capabilities embedded in the government website processes are an important factor in determining e-government service quality and ultimately e-government user satisfaction.Research limitations/implicationsThe sample used was sufficient for this study and allowed reasonable conclusions to be drawn, but cannot be considered representative of all e-government users in India. Further research may help to validate the findings and generalize the results to a wider population. This study extends the current literature that looks at e-government adoption. Academicians and information systems researchers may use these findings for further research.Practical implicationsThe research provides evidence that the technological capabilities embedded in the eGSDS process are critical in adopting e-government services. Government or concerned agencies may consider eGSDS process attributes (e.g. navigation, searching and transacting) while designing e-government service to give improved experience to its user.Originality/valueE-government websites have become an important point of contact with citizens for many public services. However, more study is needed to understand how Web-based technological capabilities of e-government services affect user satisfaction. This study is an attempt to explore the impact of the eGSDS process on e-government user satisfaction.

Assessing electronic service delivery in municipalities: determinants and financial consequences of e-government implementation

ABSTRACTIn the Netherlands, electronic service delivery has become an important issue in many municipalities. Using the Internet for service delivery is seen as an important element of e-government. Based on 2014–2016 panel data for all Dutch municipalities, we show that there is a large variety among the municipalities in the extent to which they offer their service delivery digitally. By exploring the factors that may explain the differences among the municipalities, some trends can be discerned. Most notably is the strong relationship of e-government adoption with demographic characteristics, such as population, population density and both older age and younger age groups. Remarkably, we did not find an influence of education and income. Finally, we did not observe a relation between municipal allocated costs and level of e-maturity, hereby leaving the question open if and how e-government can lead to cost reductions.

The extent to which universities have embraced technology in service delivery: A comparative study of NUST (Zimbabwe) and university of Venda (RSA)

Information Communication Technologies have greatly impacted the education sector over the years leading to electronic service delivery. Universities all over the world are embracing Information Communication Technologies especially the internet, creating websites, making use of web 2.0 applications, that is, social networks and moving their services from manual based to electronic platforms. The study was comparative, looking extent to which the National University of Science and Technology (NUST) (Zimbabwe) and the University of Venda (RSA) have embraced ICTs in the conduct of business and how this has impacted on their service delivery. Universities have embraced ICTs in different levels, according to their capacity in terms of finances, human resources, institutional capacity and other variables. A combination of web content analysis and a comparative study of the web presence of the two universities was done which revealed that the universities are present on some web 2.0 applications though not fully exploiting all the functions. Websites for both universities were carefully analysed and the results showed that online service delivery was growing yet in need of full implementation and use. It is therefore recommended that these universities adopt online service delivery to enhance and develop lives of the university community.

The extent to which universities have embraced technology in service delivery: A comparative study of NUST (Zimbabwe) and University of Venda (RSA)

AbstractInformation and communications technologies (ICT) have greatly impacted the education sector over the years leading to electronic service delivery. Universities all over the world are embracing ICTs especially the Internet, making use of web 2.0 applications, that is, social networks and moving their services from manual based to electronic platforms. The comparative study was done to find out to what extent the National University of Science and Technology (NUST) (Zimbabwe) and the University of Venda (RSA) have embraced ICTs in the conduct of business and how this has impacted on their service delivery. A combination of web content analysis and a comparative study of the web presence of the two universities was done which revealed that the universities are present on some web 2.0 applications though not fully exploiting all the functions. It is recommended that these universities adopt online service delivery to enhance and develop lives of the university community.Keywords: Information and communications technology, information society, global village, universities, e-learning.

Electronic Government and Service Delivery in the Federal Road Safety Corps (FRSC) in Nigeria: An Analysis of Citizenss Perception

Electronic Government and Service Delivery in the Federal Road Safety Corps (FRSC) in Nigeria: An Analysis of Citizenss Perception

E-Governance as a Tool of Good Governance in India: A Case Study of Suwidha Kendra, Jalandhar (Punjab)

With the progress of information and communication technologies, e-Governance has emerged as a significant contributor in improving citizens’ perceptions towards administration worldwide. The present paper examines that if an increase in the quality of governance through the mode of electronic public service delivery mechanism will prove to be an effective tool of good governance. The primary data have been collected by field survey by using schedule, personal interview and observation methods. For this purpose, a random sample of those 80 SUWIDHA (single user-friendly window disposal and helpline for applicants) clients was chosen who were availing the services from the SUWIDHA centre at Jalandhar District (Punjab). The analysis has been done by taking into considerations the perspectives of clients and administrators. This empirical study determines e-Governance as tool of good governance in the context of facilitating interactions, reducing transaction costs and time, time-bound receiving of services, citizenry awareness and knowledge, basic infrastructure and ease in applying for the services and their deliverance.

Enhancing Customer Retention through Electronic Service Delivery Channels in the Nigerian Banking Industry

Successful customer retention consists of more than just giving the customer what they expect. Electronic service delivery channels have become a means through which banks achieve their objectives of business renewal and providing effective and efficient services. The main objective of this study is to examine the effect of electronic service delivery channels on customer retention in the Nigerian banking industry. The study made use of a sample of 235 employees from some selected banks in Asaba Metropolis in Delta State, Nigeria. Cross sectional survey research design method was adopted, and the statistical tools used comprised simple percentage, correlation and multiple regression analysis. Findings showed that point of sales service exhibited the relatively highest positive effect on customer retention. It was also revealed that online banking service, point of sales service and mobile banking have significant relationships with customer retention. The study concluded that the demand for POS technology seems currently high, however banks are now taping into this opportunity by making POS available at all times, so as to reduce queuing time in the bank and give customers convenience and control. It is therefore recommended that banks should collaborate with internet service providers because it will enable banks to better control quality of service as well as enhance user’s accessibility.

Assessing Electronic Service Delivery in Municipalities

In the Netherlands, electronic service delivery has become an important issue in many municipalities. Using the Internet for service delivery is seen as an important element of e-government. Based on 2014-2016 panel-data of ICT service delivery for all Dutch municipalities, we show that there is a large variety among the municipalities in the extent to which they offer their service delivery digitally. We explore the factors that may explain the differences among the municipalities. Some trends can be discerned, most notably the strong relationship of e-government adoption with demographic characteristics, such as population, population density and both older age and younger age groups. Remarkably, we did not find an influence of educa-tion and income. Finally, we did not observe a relation between municipal allocated costs and level of e-maturity, hereby leaving the question open if and how e-government can lead to cost reductions.

Electronic Health as a Component of G2C Services

This paper explores electronic health as a segment of electronic government. International practice in electronic health field and electronic health strategies adopted in Europe are analysed. Current practices in delivery of electronic health services in G2C are investigated and perspectives are specified.

Research note

Purpose The purpose of the paper is to present a framework for moving cross-border ePrescription (eP) and Patient Summary (PS) services forward, bearing in mind the needs and requirements of the European e-health space for cross-border eP and PS services, the limitations of the already developed solutions, as well as outcomes available from other domains. Design/methodology/approach The outcomes of previous and current large-scale pilot projects, aiming toward the delivery of electronic cross-border services, are examined. Integration of generic building blocks (BBs) is considered for the further development of cross-border eP and PS, in line with the European Directive on patients’ rights in cross-border health care. Findings The e-health domain is expected to greatly benefit from mitigating non-domain concerns such as those for electronic identification, end point detection, non-repudiation and the use of electronic signatures and trust establishments for basic cross-border public services in Europe. Research limitations/implications Research limitations are related to the fact that electronic identification, electronic signature and semantic issues have not been fully addressed yet at a European level to support cross-border services. Practical implications Practical implications are related to the cooperation, European level compatibility and sustainability of the underlying national infrastructures required to support reliable and secure exchange of medical data, as well as the readiness to address continuously evolving interoperability, legal and security requirements in a cross-border setting. Originality/value The need for consolidating the existing outcomes of non-health specific BBs is examined for two high-priority e-health services. Ongoing progress is presented, together with related issues that need to be resolved for improving technical certainty and making it easier to use health-care services abroad in cases of emergency.