IT-based Services Research Articles

High performance work practices for innovative work behavior: mediating effect of workplace support and job embeddedness in IT-based service industry

High performance work practices for innovative work behavior: mediating effect of workplace support and job embeddedness in IT-based service industry

Servant leadership and employee innovative behaviour: Unpacking the role of support for innovation and creative self-efficacy in knowledge intensive service context

Employee innovative behaviour is widely emphasized as a critical driver of organizational innovation. Drawing on social information processing theory, this research proposes that by exhibiting servant leadership style, organizational managers can stimulate employee innovative behaviour directly and through the mechanism of support for innovation. This study also anticipates that the role of of employees’ creative self-efficacy in strengthening the influence of support for innovation on innovative behaviour. To test the proposed relationships, data is collected from 338 IT professionals working in twelve large-sized IT-based service organizations of Pakistan. The results surfaced from PLS-SEM analysis indicate strong support for direct and positive linkage between servant leadership and innovative behaviour and significant role of support for innovation in mediating this relationship. However, the accentuating role of creative self-effecacy is not supported. This study extends existing knowledge concerning the nexus between servant leadership and innovation by examining the mechanism of support for innivation by which servant leadership can augment employee innovative behaviour. Findings of this research entails vital implications for service organizations striving for superior innovation performance. Furthermore, some contradictory findings of this research call for further empirical investigation for more finegrained managerial implications.

A Behaviour Study on Cloud Eco-System: Data Security Perspective

Cloud eco-system is a revolution now, which modifies the way in which the IT-based services are being delivered to end customers. It is increasing or we can also say grown-up technology that delivers multiple benefits whether in terms of economics or in terms of cost-effective resource utilization. The ability to install and improve their services on that platform is made possible by the advent of cloud computing, which opens up new options for long-term solutions. Cloud computing's environmental and economic impacts must be considered while assessing its long-term viability. A growing number of organizations, businesses, and personal users are depending on services supplied by the cloud and keeping crucial information in the cloud because of its easy-to-use characteristics. The cloud, despite its widespread use, nevertheless has a number of drawbacks when it comes to data security. Customers are concerned about how their personal information is transported to and from the cloud. Research articles in this topic have been thoroughly analyzed and examined in this report.

Structure equation modeling (SEM) approach for evaluating and analyzing the effect of IT-based services in banking sector on customer service quality (SEVQUAL)

This study is intended to explore the measures of IT-based service, perceived service quality, and customer satisfaction. The study further delves to analyze the relationship between IT-based services and their influence on service quality and customer satisfaction. The study is one of its kind as it explores SERVQUAL with customer satisfaction in the area of banking services. The sample was drawn from banking customers using digital applications for performing banking transactions. The data was collected from 294 respondents and analyzed through the maximum likelihood method using structural equation modeling (SEM) by using the capabilities of Lisrel 8.80. The measurement model and structural model were assessed, and in the initial analysis unidimensionality, reliability, and validity of a research instrument were ascertained. The structural model advocates the presence of hypothesized relationships and it was concluded that customer experiences regarding IT-based services influence service quality and customer satisfaction. The results are interpreted on the basis of estimates generated by the statistical software. The finding of this research is in line with many other research works listed in the discussion section of this paper.

State of Library Awareness Service in the IT Era and Users Response: A Study of JNN College of Engineering Library-Shimoga

Information service is the emerging motto of all information centers. To tweet the expected level of the current users, the center should do needful to include certain nascent tools and techniques in their operation. JNN College of Engineering Library and Information Center has advanced and up-to-date information of the resources in the library. And to effectively distribute the preserved papers to its users, the library organizer must properly organize the library in the direction of being well-equipped. The head of the library must understand the nature of the library, the nature of the users of the library, and also change the pattern as per the users' likes and dislikes. Since today the mindset of the users' community is completely changed, because of the time constraints and accuracy in the information, users of the library lean towards IT-based services. Not only services, but relevant service awareness is also critical. In that direction, every information organizer and administrator should put an effort into conducting well-planned and required methods of library awareness programs. Keeping in mind massive coverage of all kinds of user communities, an organization must think over common methods and techniques in conducting awareness programs. Especially in the trend of today, massive numbers of the users' community are on social media like Facebook, Twitter, WhatsApp, and Web page, etc. Keeping these aspects in the mind, information centers of today must be alert and think over the reachable media and implement them in making effective awareness about the library and its activities to the current users' community. This article attempted to make an understanding of how the users’ community is making use of the library resources effectively and in making effective use, what are the efforts put by the library organizer to make awareness of the library to its users are the main goals of the study.

Online Implementation of Marriage Management Information System (SIMKAH) to Improve Service Quality

This Scientific Writing contains the application of an online Marriage Management Information System (SIMKAH) to improve service quality. The research method used in this paper is normative legal research, which uses secondary or library data. The results of this study indicate that the application of a web-based online Marriage Management Information System (SIMKAH) at KUA is a form of modernizing marriage registration which is usually done manually in the KUA sub-district in serving the community. However, it is still not optimal because servers and networks often experience interruptions, which affect application speed. The implementation of the urgency system is an effort to support the implementation of government programs in maximizing IT-based services to the community and assisting KUA officers in the fields of marriage registration, marriage registration, marriage examinations, same marriages, and reconciliation. The quality of the information generated from the system is relevant to the needs and the output is complete and can be directly felt by users of the system and the community as recipients of the information, in this case, the procedure for recording which is usually done in writing by the administrator, can be typed into the SIMKAH program and operated by the administrator. itself so that the shape of the NB, N, and NA models can be printed/printed, and is more effective than writing. However, not all KUA apply SIMKAH optimally. As for the application of SIMKAH, it has followed the Instructions of the Director General of Islamic Community Guidance Number DJ.II/369 of 2013 concerning implementing the Marriage Management Information System (SIMKAH) at the Sub-District KUA.

THE ROLE OF SERVICE QUALITY ON PERFORMANCE

The South Sudan banking has seen momentous changes in the post-independence era. It has witnessed introduction of a remarkable shift in its operating environment during the last decade. Various reform measures, both qualitative and quantitative, were introduced with an objective to revitalize Indian banking sector and to meet the future challenges(Carlson, 2010). Every aspect of the functioning of the South Sudan banking industry, be it a customer service, resource mobilization, credit management, asset-liability management, investments, human resource development, and forex management are undergoing dramatic changes with the reforms gathering the momentum and speed. Several innovative IT-based services such as Automated Teller Machines (ATMs), electronic fund transfer (EFT), anywhere-anytime banking, internet banking etc. are being introduced in the South Sudan banking customers(Kassim & Abdullah, 2010).

Standardize or Let a Thousand Flowers Bloom? Interface Design Coordination between Software Platforms and Hosted Apps

Software platform ecosystems are emerging as a dominant model for IT-based services. To accelerate third-party development, platform owners often waive restrictions on app user interfaces to provide app developers with more autonomy in interface design. The literature has indicated, however, that standardized interface design across products is a strategic necessity for firms to introduce and manage their product lines, suggesting that platform owners should not waive restrictions on app user interfaces. This tension between the two approaches raises a crucial research question: Does standardized interface design used by apps and their host platform benefit the platform and apps that it hosts? Specifically, does the coordinated design approach enhance or hinder usage between the platform and apps such that apps attract usage from their host platform and vice versa? Drawing on the theory of basic Gestalts, we theorize the three interface design properties of interface similarity, embeddedness, and synchrony, and extend the theory to investigate how these properties help both apps and their host platform attract each other’s users, thus reflecting derivative usage between them. We performed a randomized field experiment to test the proposed hypotheses. The results reveal that interface similarity, embeddedness, and synchrony of the app-platform interface design strengthen users’ grouping perception of the platform and its apps, thus enhancing platform-to-app forward derivative usage. Contrary to our expectations, we found that this strengthened grouping perception does not improve the app-to-platform backward derivative usage. These findings have crucial implications for the value of interface design in software platform ecosystems.

Service Quality Improvement Strategy in Library Management at Tadulako University

This study wants to examine how the Tadulako University library can improve its services to users through the development of a strategic plan. It aims to: (1) study and analyzes the quality of services using Tangible dimensions measurement methods (physical appearance), Reliability, Responsiveness, Assurance, and Empathy in the management of services at the University Tadulako; and (2) find strategies to improve the quality of services in the Tadulako University library management. The quantitative and qualitative (mix method) approaches are used in this study to obtain comprehensive, valid, reliable, and objective data. The service quality model uses the Servqual by Zeitham et al. In addition, a descriptive analysis approach is used to provide a description of the research subjects based on variable data. The number of samples is 397 people determined using the Slovin formula, with proportional sampling techniques. The data analysis technique used is the Mathew B. Miles and A. Michael Huberman analysis model. The data validity techniques used include (1) extension of participation; (2) perseverance/grace; and (3) triangulation. Testing research data through validity testing uses product-moment correlation, while reliability testing uses the Alpha-Cronbach method. Data collection techniques used are questionnaires, participant observation, in-depth interviews, documentation, and triangulation. The results of this study show that to improve the quality of service it needs to consider five dimensions of Servqual such as facilities and infrastructure that support service performance, reliability, and responsiveness of officers in serving and helping users who need information quickly and accurately. Providing guarantees of ease in the service process and security guarantees in the library building. The strategy for developing the external environment is done by giving library staff the opportunity to participate in education and training on libraries, collaboration with other universities, improving the quality of IT-based services, and making libraries centers of information for users. While the development of the internal environment is done by improving the quality of library service systems, optimizing the addition of facilities and infrastructure such as update collections, and providing the appropriate formation of human resources in the library so that service can be optimized. A research novelty is an information packaging dimension that supports the improvement of online-based library service quality systems

The Impact of IT-based Self-management Service for Type 2 Diabetes Mellitus Patients in a Community

The Impact of IT-based Self-management Service for Type 2 Diabetes Mellitus Patients in a Community

The Role of Value Co-Creation in ICT-based Service Innovation within Tourism Context

The rapid development of technology has shifted the conventional tourism industry towards the digitalization of the tourism sector. The emergence of travel booking platforms, as a form of technology-based service innovation, is able to simplify traveling activities and previous works of literature have indicated a positive relationship towards customer satisfaction. However, tourist’s behavior has change become more demanding to involve in the creation of value in accordance with their needs and wants. The concept of value co-creation elaborates this issue, offering a new concept of value creation and new roles between service providers and tourists. This study aims to examine value co-creation as mediating variable between IT-based service innovation and customer satisfaction, using DART measurements and SEM-PLS is used to assess the model. The findings prove that IT-based service innovation positively influences value co-creation between users, which can increase customer satisfaction. However, IT-based service innovation does not have a direct impact on customer satisfaction, which indicates that value co-creation fully mediating the relationship between service innovation and customer satisfaction. Thus to enhance customer satisfaction, service providers need to propose service innovation that facilitates customer involvement in value creation, which can be supported by technology. Keywords: Customer satisfaction, Service innovation, Tourism, Travel booking platform, Value co-creation.

Online SKCK Service Innovation at Sidoarjo Police

The SKCK Online service is an IT-based service at the Police Agency. This Online SKCK service can improve public services, but there are several problems related to this online SKCK service, namely the lack of socialization on how to use it, for SKCK payments only in collaboration with one bank, the lack of facilities and infrastructure. This study aims to describe or describe the process of innovation in SKCK Online services at the Sidoarjo Police Sector and to provide convenience for the community in managing SKCK. This research method uses descriptive qualitative research methods. The technique of collecting data in this study used observation techniques, interview techniques, documentation and the technique of determining the informants used purposive sampling technique. The data analysis technique uses data collection techniques, data reduction, data presentation, and drawing conclusions. The results show that SKCK service innovation is seen from the analysis using the innovation attribute theory according to Rogers, namely: 1. Relative advantage, this aspect provides convenience for the public in accessing and view information and make SKCK, 2. Compatibility, there is a match between high community mobility and technological advances in creating online services, 3. Complexcity, there are still many people who do not know the service and use of online SKCK 4. Triability, this application has gone through a test process because it used to take 3-4 days, now it only takes 10 minutes, and 5. Observability, the online SKCK application helps the community in managing SKCK online and quickly.

Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services

PurposeTo address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR process, and those often lead to negative consequences. Although this is a generic problem applicable across markets, it becomes critical in B2B markets, as they deal with high impact and corporate customers. The purpose of this paper is to identify these SR barriers in B2B markets and explore their linkages toward identifying the key driving barriers.Design/methodology/approachA four-phased methodology to address this call in the IT services industry was used. First, the identification phase led to the selection of 27 barriers based on literature. Second, in the prioritization phase, 12 salient barriers were prioritized with the help of an expert panel. Third, in the modelling phase, the total interpretive structural modelling (TISM) technique was used to examine the mutual influences among these barriers toward modelling their linkages using a digraph. Finally, in the classification phase, these barriers were graphically plotted and classified into four quadrants based on their dependence and driving powers by using Matriced Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) analysis.FindingsTwo strategic barriers, namely, technology obsolescence and poor top management commitment, presented the strongest challenges against effective SR, as they were least dependent on other barriers and exerted strong influence over the operational barriers to executing SR.Practical implicationsBecause the strategic level barriers, exerting strong influence against effective SR, arise from the strategic choices of board and the C-suite, this paper helps them anticipate the recovery-related after effects of their choices, thus helping them in making better decisions.Originality/valueThis paper contributes to research as it is first of its kind to explore and link SR barriers in B2B markets.

Designing of integrated information system (IIS) scheme for private higher education in indonesia: a strategic plan

The private higher education (PHE) is now starting to intensify the use of IT (Information Technology). Often the activities conducted under conditions that are not ideal due to budget constraints. To develop the ICT (Information Communication Technology) systems in legalization efforts of private higher education is to encourage the use of software based on open-source software, the integration of all cross-data unit services within a more efficient organization to support the Decision Support System database and data warehouse, a service that is prioritized for all and access to all levels and access universally. Integration of both horizontally (between systems managing different areas) and vertically (following a structural hierarchical relationship). Placed within the framework of a holistic, top-down approach. Developed and implemented naturally, from the base (database infrastructure) grew (application and access). The PHE development done gradually evolved in different time frames, focus on procurement and IT facilities, both hardware and software. Focus on how to manage IT-based services. Focus on how to bring IT and internal seep into the organizational structure, and ultimately the transformation of the organization and the people in it. Stages of analysis can be defined with the Use Case diagrams, divided into several main modules.

The Study of Data Security in Cloud Computing

Cloud computing holds the possibility to annihilate the needs for setting up of costly computing infrastructure for IT-based services and proffering IT Solutions. It offers an adaptable IT architecture which is accessible via the internet for lightweight and hand-held compact gadgets. The concept has encouraged numerous folds to improve in the capacity or capabilities of the existing and new software. In the cloud computing environment, the whole data/information is available over a set of networked resources, empowering the information to be accessible via virtual machines. Considering the fact that the cloud computing server may be located in any part of the world beyond the reach and control of users, there are various security issues and privacy challenges that need to be clearly understood with a view to identifying how to mitigate them. Likewise, there are possibilities of the imminent breakdown of servers which have been witnessed in recent times. This research addresses the security issues connected with cloud computing, provides analysis of the militating factors against the successful implementation of cloud computing and proffers useful recommendations on how to ameliorate identified issues.

Layanan Penelusuran Kompleks Berbasis Teknologi Informasi di Perpustakaan

The purpose of this research is to describe complex search services at the IAIN Purwokerto Library related to information technology, where search uses a search tool in the form of computers and networks. Based on several studies of users in the IAIN Purwokerto library, the library developed its services. Using descriptive method, with a source of complex search service form data in 2017-2019. As a result, the development of information technology is coloring the provision of new services, such as bookless library services, e-library services that can be installed via playstore on android devices, international journal services by subscribing to proquest, etc. Librarians are also required to master technology by providing information technology-based services, in this case complex search services. IT-based complex search services are carried out by integrating all digital services in the library to provide answers to the information needs of users.Keywords: service development, complex search service, digital services, information technology, online search

CASEPLUS-SimPat: An Intersectoral Web-Based Case Management System for Multimorbid Dementia Patients

One main challenge of health care systems in future will be the care and treatment of dementia patients. To their advanced age, dementia patients do not only have limitations in cognition, perception, and articulation, but also suffer from several other diseases (multimorbidity). These patients have sophisticated needs for assistance, care, and treatment relying on different health care sectors. Well-known communication and coordination deficits between sectors are intensified in the case of dementia, to the above described limitations. Coordination processes concerning the transition of patients from hospitals to inpatient or outpatient aftercare pose particularly difficult. To show a possible future direction for improving intersectoral care of dementia patients, we developed the web-based case management system CASEPLUS-SimPat as part of the project SimPat “Securing Integrated Care for Multi-morbid Patients with Dementia using an IT-based Service Concept”. CASEPLUS-SimPat allows health care professionals, hospital employees and general practitioners, to jointly access patient data and exchange information about the treatment of patients. The case management system was implemented in a three-tier architecture with a role-based authorization concept. A portal for relatives complements the system. By providing precise information and e-learning services, caring relatives are integrated into the care process. In a pilot test, CASEPLUS-SimPat shows a good usability. Adapting aspects, such as keywords used to structure entries will make it easier to find required information, and thus will increase usability. Next steps comprise integration of further health care professionals and care facilities as well as real-life testing in terms of feasibility and effectiveness.

Choosing the Appropriate System for Cloud Computing Implementation by Using the Interval-Valued Intuitionistic Fuzzy CODAS Multiattribute Decision-Making Method (Case Study: Faculty of New Sciences and Technologies of Tehran University)

The development of information and communications technology has led organizations to use various solutions to meet their communication needs. One of the best practices for this purpose is the use of cloud computing. Cloud computing allows users to access IT-based services without having to specialize in or control technology infrastructure. At the moment, there are several software applications for implementation of cloud computing in organizations, which make it difficult to select the appropriate tool for the organization. This paper aims to help select the appropriate software for cloud computing system implementation at the Faculty of New Sciences and Technologies, Tehran University. For this purpose, at first, the appropriate criteria are extracted from the related literatures and then finalized using expert opinions. Then, by using an interval-valued intuitionistic fuzzy CODAS multiattribute decision-making method, the criteria are weighted and the alternatives are prioritized. The results indicate that the open stack cloud computing system can be selected as the best alternative. Choosing this alternative can be due to its remarkable distinction in criteria such as performance, system reliability and security, system stability, usability, serviceability, and being open source. According to the experts of this project, the most important criteria for decision making are software availability and system reliability and security.

A Study on Digital Democracy Practice: Opportunities and Challenges of e-Health Implementation in Indonesia

As a developing country, Indonesia faces a crucial issue concerning the provision of health services to the public. The 1998 political reform led to demands for more aspiring and accommodating bureaucratic services being afforded to the public. The political reform brought about bureaucratic reform bearing good governance, wherein one of its forms is the provision of health services through the innovation of an information technology (IT) based service named e-Health. Keeping in mind Indonesia’s characteristics as a developing country, the implementation of IT-based services evokes numerous debates. This study aims to analyze the implementation of e-Health along with the opportunities it has, and the challenges it faces. By using a study case approach on the Surabaya Municipality Health Authority as the initiator and implementer of e-Health, as well as observations and user surveys, the results show that in spite of having been prepared properly with supporting policies, infrastructure, budgeting, dissemination, and operational system, there were still many prevalent obstacles encountered, particularly concerning digital divide, technical difficulties, psychological barriers, and cultural issues. Nevertheless, there are numerous opportunities available for refining e-Health implementation, provided there is a political will from the government to improve and enhance the ICT infrastructure, widespread use of mobile devices, involvement of public participation, and equal distribution of service points easily accessible to the public. Strong government commitment also serves as a guarantee for e-Health service program sustainability in Surabaya Municipality.

Analisis Penyerapan Tenaga Kerja Pada Transportasi Online di Kota Medan

This research was conducted in the city of Medan, with the aim to find out how labor absorption in ojek transportation is online. This study uses qualitative data that aims to describe in detail and in depth about employment in online transportation. Data collection techniques used are by giving a list of questions and questionnaire forms and in-depth interviews. The population of this study is around 30 people and all of them are created as samples or total samples. The results of the study show that labor absorption in online transportation has absorbed labor from the urban population of the field is quite large. Based on data from BPS in 2017, 58.35% of the workforce is increasing and working in informal fields based on online transportation. This is due to several factors, including the existence of economic demands that can provide substantial amounts of income, a work system that is flexible, easy allocation of time, and a work system that facilitates work partners in IT-based services