Perceptions Of Services Research Articles

Affecting Factors of E-Commerce Courier Services on Consumer’s Purchasing Behavior and Satisfaction Level

Due to the impact of COVID-19, the nation implemented stringent measures that limited the populace's capacity to participate in physical activities. As a result of these regulations, consumers, particularly those residing in Metro Manila, have predominantly resorted to online shopping as their primary means of procuring goods. The capacity of diverse logistics enterprises to furnish door-to-door courier amenities is a key element that contributes to the triumph of door-to-door e-commerce. This service provides affordable accessibility options; however, it is accompanied by several drawbacks that significantly influence the purchasing decisions of consumers. This research study titled "Affecting Factors of E-Commerce Courier Services on Consumers' Purchasing Behavior and Satisfaction Level" aims to thoroughly examine the impact of e-commerce courier services on consumer behavior and satisfaction. The researchers aim to ascertain the demographic profile of the respondents and its impact on their purchasing behavior and satisfaction. The study aims to analyze the respondents' perceptions of courier services, consumer satisfaction, and purchasing behavior. It also seeks to identify any significant relationship between purchasing behavior and consumer satisfaction, as well as any significant differences and predictions between the two. The researchers employed distinct methodologies and approaches to conduct an in-depth investigation of this research study. The descriptive method was the research design that the researcher used. The study was conducted in Metro Manila, with a total of 385 respondents. The instrumentation and statistical treatment utilized in the study included descriptive analysis, mean and standard deviation, test of significance difference, correlation measures, and predictive analysis. The study revealed that the demographic characteristics of the participants exert a considerable influence on the determinants of e-commerce courier services that impact consumer buying behavior and satisfaction levels. The findings of the study revealed that the dimensions of tangibility, reliability, responsiveness, and assurance of delivery services have a significant effect on both consumer satisfaction and purchasing behavior. Nonetheless, the research revealed that there was no statistically significant disparity in the way consumers perceived delivery service, consumer satisfaction, or purchasing behavior. This implies that there may be divergent preferences and priorities among distinct demographic cohorts regarding e-commerce courier services. The study provides recommendations for consumers, e-commerce businesses, future researchers, and national and local governments to enhance online shopping experiences and minimize risks.

Exploring the passengers’ socio-economic structure and its impact on the perception of railway infrastructures and services in Tripura, India

The railway is a cost-efficient transport system that ensures economic development, social well-being, environmental sustainability and regional cooperation. As a prime mode of public transportation, it provides significant passenger service throughout the world. It is necessary to understand what passengers think about railway infrastructures and services to enhance passenger satisfaction, increase ridership and reduce the railway policy gap. Many socio-economic factors like education, income and occupation may influence the epistemological thought process of passengers about railway infrastructure and service quality. This study was conducted in Tripura, North-eastern India, to examine the effect of a passenger’s socio-economic structure on their perception of railway infrastructures and services. About 735 samples were collected from all 27 railway stations of Tripura through stratified random sampling. To understand passenger perceptions about railway infrastructure, a 5-Point Likert Scale has been used. A Modified Satisfaction Index (MSI) has been proposed to analyse the degree of passenger satisfaction by modifying an existing method. The Kuppuswamy socio-economic scale has been used to identify the association of social class on passenger perception to address the policy gap and provide alternative technical solutions by formulating effective strategies for enhancing service quality. The contribution of the study is to provide insights into the importance of considering socio-economic factors in enhancing service quality and improving passenger satisfaction. Additionally, the proposed MSI can offer a reliable and practical tool for measuring passenger satisfaction with railway services.

Influencing Factors of the Post-Relocation Support Policy’s Satisfaction Degree for Rural Household: A Case Study of County M, Sichuan Province

With the decisive results of poverty alleviation in China, figuring out how to consolidate the results and transform them into the driving force of rural revitalization is an important adjustment for rural revitalization and high-quality development. The efficiency of policy implementation as well as the sustainable development of the areas out of poverty are both reflected in rural households’ satisfaction with the ex-suit poverty alleviation policy for relocation. Based on survey data collected from 293 households in County M, Sichuan Province, this paper selects 23 indicators of satisfaction with post-relocation support policies from livelihood capital, political trust, policy participation, and public service perception. On this basis, we use the multinomial logistic model to analyze the impact of each influencing factor on the post-relocation support policy’s satisfaction degree for rural households. The results show that the satisfaction degree of relocated households with post-relocation support policies is upper-middle. Among the livelihood capital of relocated households, the proportion of non-agricultural income, cultivated land area, infrastructure conditions, number of family workers, and number of civil servants are all factors that positively affect policy satisfaction. In addition, with regard to relocating households’ engagement in political trust, policy participation, and public service perception, it should be pointed out that policy results trust, policy understanding, opinions expressed, local government, back-up personnel, policy process, and support funds all have appreciably positive effects on policy satisfaction. These evaluation results can serve as a reference for the revision of post-relocation support policies in China and other developing countries.

How do visitors’ perceptions differ from the supply of cultural ecosystem services in urban parks? A case study from Beijing

ABSTRACT As urban green spaces, parks can provide rich cultural ecosystem services (CES), enhancing the well-being of those living in urban areas. Understanding how people perceive the CES supplied by parks and identifying differences with their supply is crucial for decision-makers and urban planners. In this study, we conducted a quantitative assessment of CES by combining an expert field investigation of parks with visitor questionnaires in the Three Hills and Five Gardens area of Beijing, China. Our assessment system comprised five categories of CES (landscape aesthetics, historical heritages, education, recreation, health and fitness) and eleven indicators. We identified differences between CES supply and perceptions and noted that such discrepancies additionally vary by CES type. We found that multiple CES are interdependent and interwoven. In addition, we discovered that perceptions of historical heritages service are particularly dependent on supply, while perceptions of health and fitness service are relatively independent of the supply. We explored the reasons behind these differences, finding that the visibility and prestige of historical heritages as well as the positioning and the overall condition of parks can affect visitors’ perceptions. Our assessment can be used to guide the optimization of parks so that they may provide higher-quality CES for the public.

Using Social Media Camping Data for Evaluating, Quantifying, and Understanding Recreational Ecosystem Services in Post-COVID-19 Megacities: A Case Study from Beijing

Recreational ecosystem services (RESs) are the diverse recreational opportunities provided by nature to humans, which contribute to the improvement of public health and social well-being. The use of online social media is an efficient method for quantifying public perceptions of recreational ecosystem services (RESs) delivered by a given landscape. With the continuously changing demand for nature-focused outdoor recreational activities since COVID-19, camping has become the fastest-growing outdoor leisure activity in megacities and a key indicator for how people perceive and value the RESs provided by the landscape. Such unexpected changings triggered by COVID-19 have further led to an imbalance between demand and supply, which results in fierce conflicts in urban green space management. This study presents a spatial pattern analysis of how people perceive RESs in a megacity-scale case study of Beijing using geo-tagged camping notes posted on Little Red Book (LRB). We employed these camping notes in the context of a megacity to (i) map public camping behaviors patterns in urban green spaces, (ii) evaluate spatial clusters of high/low RESs, and (iii) investigate the relationship between RESs, local landscape features, and gender through correspondence analysis. Our results show that considerable spatial clustering of camping behaviors was observed in both suburban and urban green spaces. However, suburbs revealed a substantially higher RES value than central urban areas. In addition, water bodies were discovered to have remarkably low RES, while grassland and urban forests were found to have a close link with higher RES. In addition, significant gender preferences have been discovered, where female visitors prefer to camp in grassland, and male visitors favor bare ground and urbanized regions. Our findings would assist decision-makers in optimizing urban green space planning and management, adapting to fast-changing public camping demands in the context of the post-COVID-19 era. Findings also contribute to the literature by applying spatial analysis of social media data to understand public outdoor recreation activities and perceived value for megacities’ green space management.

Measuring quality perception of public services: customer-oriented approach

Abstract The focus of this research is on assessing the perception of public service quality through a customer-centred approach. Public service quality comprises multiple factors that are prioritised differently by customers. Therefore, the study aims to conduct a literature review to identify the primary quality dimensions of public services and evaluate the heterogeneity of their perception within the context of Lithuania. The research measures the user perceptions of public service quality. The literature review allowed for identifying service quality indicators and grouping them into dimensions based on unifying characteristics. Such identification of service quality dimensions grounded the research methodology. An adapted SERVQUAL model was used to analyse data collected by a survey to interview customers of Lithuanian public service organisations. Logit and probit models were applied to examine the effect of socio-demographic characteristics and the type of service on customer perceptions of different quality aspects of the provided public services. Explored heterogeneity of attitudes and detailed analysis of socio-demographic factors revealed that women with higher education are the most satisfied users of public services, while less educated men usually have a negative attitude towards the quality of public services. The study confirmed that marital status and income level are not related to customer satisfaction with service quality. Although gender, age, family size, education level, and employment status explain heterogeneity in customer satisfaction, they still account for only a small amount of variance compared to the place of residence and type of service. The study is a significant contribution to the field of service engineering as it introduces a systematic approach to the development of service quality, incorporating models and methods that enable the assessment of service quality and efficiency. The literature review has identified several research gaps related to public service quality, including a lack of research on general public services and areas such as tourism, real estate management, fire protection and rescue.

Knowledge, Perception and Feasibility of Community Health Influencers, Promoters and Service (CHIPS) Program Among Community Health Workers in Nkanu West and Awgu Local Government Areas, Enugu State, Nigeria

Background: Primary health care (PHC) is the bedrock of our National Health Policy. PHC has two components: Community level and Primary health care facility level. Universal Health Cover cannot be achieved without significant investment in the community level component. Hitherto, the community component of PHC remains a neglected area of PHC program. CHIPS, a community-based programme was designed to allow traditional institution to select individuals who will administer basic medical needs and referring people in their communities to designated medical facilities when necessary. Method: This is a cross-sectional descriptive community-based study that was conducted among community health workers in Nkanu West and Awgu Local Government Areas of Enugu State Nigeria using self-administered questionnaire. Convenience sampling technique was used to select community health workers in the two local government areas. Results: 77.4% of the study population were not aware of the program. 26.9% are of the opinion that the families in the communities will welcome the idea of home visits. 23.3% perceived the implementation process to be slow, there was poor community awareness (22.0%), poor community participation (19.3%) and no community mobilization (19.3%) yet. Conclusion: From our study, the response rate on how best to organize CHIPS and the challenges it may face, is low. The striking thing is that the challenges of the past community health workers are still that of the present. So it is of utmost importance to constructively look at the content of the planning, implementation and its evaluation, and then draw strength from the weaknesses of the already existing community health programs.

Supplemental Material for Provider Perceptions and Use of Mental Health Services in the Veterans Health Administration During the COVID-19 Pandemic

Supplemental Material for Provider Perceptions and Use of Mental Health Services in the Veterans Health Administration During the COVID-19 Pandemic

The Relationship Between Student Perceptions of Guidance and Counseling Services

Guidance and counseling services are activities carried out through direct or face-to-face eye contact to help individuals who are experiencing problems so that these individuals can understand themselves and their environment, choose and make decisions, and can be responsible for the various problems themselves. . Related to this competency, guidance and counseling teachers or counselors manage programs including compiling programs, implementing programs, and evaluating guidance and counseling programs to help students develop optimally according to student needs. This research was conducted at SMA Negeri 1 Bandar Khalipah, Serdang Bedagai Regency. The method used in this research is correlational descriptive quantitative research. The data were sourced from the students who were the research samples, namely at each level a sample of 120 students was taken at SMA Negeri 1 Bandar Khalipah, Serdang Bedagai Regency. As for how to collect data using a Likert scale instrument. The steps taken in data analysis are data description and hypothesis testing. Based on the test results, it can be seen that there is a significant relationship between perception and attitude, this is evidenced by the sig coefficient = 0.000 0.05 and the Pearson correlation coefficient = 0.556. So the results of the study indicate that there is a significant positive relationship between views about the professional competence of counselors with the aim of providing student guidance and counseling services

Reprint of: Satisfaction with life and perception of healthcare services

Healthcare institutions regularly evaluate consumers’ service experience as a measure of quality. This study considers patients’ well-being as an antecedent of service evaluations. In this cross-sectional study, 336 participants rated their satisfaction with life (SWL) and perceptions about the health institution regarding results, procedures, and interactions with personnel. Three independent regression models were developed, one for each dimension that predicted satisfaction with healthcare. Findings show that the participants’ SWL is related to their health service evaluation. An increase in SWL results in better evaluations regarding results (β = 0.15 **), procedures (β = 0.16 **), and interactions with personnel (β = 0.20 **). Moreover, on the three dimensions, the service evaluation differs by area; those attending outpatient consultations have better evaluations than those in the emergency department. This study confirms the importance of differentiating patient satisfaction by area and suggests controlling patients’ SWL as a subjective component that influences healthcare evaluations.

Nordic Airports’ service quality attributes: themes in online reviews

ABSTRACT User-generated online content can be an alternative data source for investigating airport perceived service quality, which effectively accompaniments as well as cross-validates the traditional service quality questionnaires. This research aims to identify the main themes shared in online reviews by airport passengers, then, distinguish key concepts for passengers’ distractors as well as enhancers of passenger satisfaction. The research uses mixed methods, qualitative (i.e. narratives) and quantitative (i.e. computer) approaches, to investigate the main components of passengers’ airport experiences in the top five largest Scandinavian airports. A content analysis of 704 passenger’s reviews shared on an online content through web site was implemented to identify key themes as well as satisfiers/dissatisfiers regarding airports’ service perception. The analyses demonstrated nine themes in descriptions of airport travel experiences. These are “staff”, “immigration”, “gate”, “shops”, “terminal”, “lounge”, “luggage”, “screen” and “restaurants”. The outcomes of this research posit beneficial insights into airport passengers’ overall experiences according to social media platform information and facilitate the identification of the main themes linked with distractors and enhancers.

ОСОБЕННОСТИ СТАНОВЛЕНИЯ ПРОДОВОЛЬСТВЕННОГО РЕТЕЙЛА В УСЛОВИЯХ РАЗВИТИЯ ЭКОНОМИКИ СФЕРЫ УСЛУГ ТЕРРИТОРИЙ РОССИИ

The article examines the peculiarities of the development of food retail in the territories of the Russian Federation. The specifics of the formation of the economy of the service sector are studied. The relevance of the scientific work is justified by the need to provide the population of the country’s regions with equal trading services in terms of service. This is aimed at improving the quality of life in conditions of instability. The research methodology assumed the calculation according to the algorithm proposed by the author. It is designed at identifying groups of territories according to the level of development of food retail. The criteria were the indicators of providing the population with retail space and the turnover of online food trade. We divided the groups into «Advanced», «Developed», «Developing» and «Potential». Grouping allows evaluating the factor of perception of modern digital services in trade by local buyers. Its accounting is necessary for building a strategy for the development of a food retailer at the local level. The data obtained can be useful for adjusting the development program of local retail chains selling food offered by local producers. The results of the development of programs contribute to the modification of the service in retail, as well as changes in the market infrastructure.

Survey of Perception and Behavioral Intention of the Young Generation Regarding Telemedicine Services During the COVID-19 Pandemic

This study aims to analyze the perceptions of the younger generation and their behavioral intentions to use telemedicine services. This type of research is an online survey using Microsoft Forms. The data analysis technique used an inductive, general qualitative approach. The respondents were 175 people. The survey was conducted between June and August 2021. The study obtained two results, namely, the first is the perception of the younger generation regarding telemedicine services. Second, it was found that the average respondent's behavioral intention was 4.10 out of 5, or the category agreed to use telemedicine services. Viewed from the seven measurement variables, the average response of respondents is 65%, or Telemedicine is categorized as well received. The younger generation has a good perception of telemedicine services, and the existence of behavioral intention indicates individual readiness to use telemedicine services not only during the pandemic but also after the passing of the COVID-19 pandemic. Telemedicine has become a new habit.

Gender gap in perspectives of the impacts of degradation and restoration on ecosystem services in Ethiopia

AbstractThe importance of land restoration has garnered increasing attention on the global stage through large‐scale initiatives such as the Bonn Challenge. However, policies and strategies are often gender‐blind and designed in compliance with entrenched social hierarchies, exacerbating pre‐existing social inequalities that affect restoration initiatives. The challenge of developing gender‐responsive policies and initiatives is accentuated by a persistent lack of sex‐disaggregated data concerning men's and women's differing perceptions and experiences. This study aims to help fill this gap by capturing the differences in men and women's perceptions of ecosystem services before and after restoration interventions in Ethiopia. Towards that end, in October 2021, we collected data from fifty‐nine (59) paired husband‐wife households and six gender‐segregated focus group discussions in two regions of Ethiopia: Amhara and Southern Nations, and Nationalities and Peoples (SNNP). Kendall's concordance analysis established a strong degree of disagreement between men's and women's ratings of restoration outcomes for most indicators. Men attributed degradation to landscape conditions and natural forces, while women considered the lack of appropriate restoration strategies as a precursor for accelerated degradation. The study also reveals that men tended to benefit more than women from enhanced ecosystem services post‐restoration, with increased labour and land management burdens often falling on the shoulders of women. Based on these findings, we argue that including men's and women's perspectives from the earliest planning phases of restoration initiatives is essential to ensure greater equity in benefit‐sharing, mitigate trade‐offs for women, and build more nuanced, just and successful approaches to restoration.

Passenger‐perception dynamic ridesharing service based on parallel technology

AbstractWith the emergence of new information and communication technology, mobile‐based ridesharing services have received more attention and have improved. They offer timely and convenient service and exert an enormous influence on pollution and congestion by allowing passengers to share overlapping routes. However, ridesharing services have also been discussed and called into question by people with respect to their attractiveness, their comfort, and passenger safety. This paper proposes a ridesharing algorithm with a perceived mechanism by introducing multiple dimensions of perceived value to overall assess passengers’ perceptions. The approach involved can continuously track the psychological changes in passengers during travel, capture the dynamic and comprehensive perceptions of passengers, and make real‐time adjustments on this basis. Furthermore, the proposed partition‐based parallel strategy can ensure high‐quality services and further enhance computational efficiency. Finally, numerical experiments are conducted based on the urban transportation network and the actual trip data from Manhattan to evaluate the performance of the proposed algorithm. The results show that it is important to effectively capture the passengers’ perception of ridesharing services and apply them to optimization mechanisms, which will contribute to improving the perception of ride experiences and attracting potential passengers.

Experience and satisfaction: Exploring students’ perceptions of private and public higher education services

Higher education institutions (HEIs) operate in a dynamic environment driven by increasing competition, reduced funding and the deteriorating South African economy. Understanding the needs of students as customers puts pressure on HEIs to provide a unique customer experience to gain a competitive advantage, as both private and public HEIs compete not only for funding but also for prospective students. This study takes a business perspective of higher education by examining how students relate higher education service providers’ (academic and administrative staff) attitudes towards them, to their perceptions of service experience and satisfaction using a sample of 411 students and 428 employees from private and public HEIs in SA. Convenience random sampling was used to identify and select research participants. SPSS Version 22 was used to perform descriptive and inferential statistical analysis, and structural equation modelling was used to test seven (7) hypotheses. The study results highlighted important issues relating to customer-oriented behaviour in the HE industry. Students are more likely to have positive higher education experiences and be satisfied with services when higher education service providers are customer-focused and have a positive attitude towards students. This study recommends that HEIs ensure that their frontline employees (academics and administrators) are customer-focused and empowered to drive continuous improvement activities to enhance the overall customer experience and student satisfaction while maintaining academic integrity.

Determinants of awareness, value perception, and societal support for sexual and reproductive health services among in-school adolescents in South-eastern Nigeria

BackgroundAdolescents are vulnerable to sexual and reproductive health (SRH) risks yet, have poor utilisation of SRH services due to personal, social, and demographic influences. This study aimed to compare the experiences of adolescents that had received targeted adolescent SRH interventions and those that did not and evaluated the determinants of awareness, value perception, and societal support for SRH service utilisation among secondary school adolescents in eastern Nigeria.MethodsWe undertook a cross-sectional study of 515 adolescents in twelve randomly selected public secondary schools, grouped into schools that had received targeted adolescent SRH interventions and those that did not, across six local government areas in Ebonyi State, Nigeria. The intervention comprised training of schools’ teachers/counsellors and peer educators and community sensitisation and engagement of community gatekeepers for demand generation. A pre-tested structured questionnaire was administered to the students to assess their experiences with SRH services. Categorical variables were compared using the Chi-square test, and predictors were determined through multivariate logistic regression. The level of statistical significance was determined at p < 0.05 and a 95% confidence limit.ResultsA higher proportion of adolescents in the intervention group, 126(48%), than in the non-intervention group, 35(16.1%), were aware of SRH services available at the health facility (p-value < 0.001). More adolescents in the intervention than the non-intervention group perceived SRH services as valuable– 257(94.7%) Vs 217(87.5%), p-value = 0.004. Parental/community support for SRH service utilisation was reported by more adolescents in the intervention group than in the non-intervention group- 212 (79.7%) Vs 173 (69.7%), p-value = 0.009. The predictors are (i) awareness-intervention group (β = 0.384, CI = 0.290–0.478), urban residence (β=-0.141, CI=-0.240-0.041), older age (β-0.040, CI = 0.003–0.077) (ii) value perception - intervention group (β = 0.197, 0.141–0.253), senior educational class (β = 0.089, CI = 0.019–0.160), work-for-pay (β=-0.079, CI=-0.156–0.002), awareness (β = 0.192, CI = 0.425–0.721) (iii) parental/community support - work-for-pay (β = 0.095, CI = 0.003–0.185).ConclusionsAdolescents’ awareness, value perception, and societal support for sexual and reproductive health services were influenced by the availability of SRH interventions and socio-economic factors. Relevant authorities should ensure the institutionalisation of sex education in schools and communities, targeting various categories of adolescents, to reduce disparity in the utilisation of sexual and reproductive health services and promote adolescents’ health.

An Overview of Young Athlete Needs and Perceptions on Sports Psychology Services

Sport psychology research and practice in Indonesia have grown immensely, yet the research on teenage athlete perception on their need for sports psychology services is limited. This research was intended to understand young athlete needs and perceptions on sports psychology services. The qualitative approach was conducted for this research. The researcher interviewed twelve young badminton athletes aged 16-17 years (± 16,5) to understand their needs and perceptions of sports psychology services. The analysis used was the analysis of interview transcript and the search of the similar results as main data. The results showed that the participants had demonstrated the intention to receive sports psychology services from sports psychology practitioners to optimize their sports performance. However, they had not had any specific concept, expectation, or perception of the kinds of support they could receive from a sport psychology practitioner and services.

Assessing Customers’ Perception of Electronic Banking Services: Evidence from Ghana Commercial Banks in Kumasi Metropolis

The study sought to investigate customers’ satisfaction about the quality, accessibility and challenges associated with electronic banking in Ghana with the Kumasi Metropolis as Focus. Quantitative research method with descriptive research design was used. The primary data obtained through purposive questionnaire were analyzed using Statistical Package for Social Sciences (SPSS), Principal Component Factor Analysis, and Relative Importance Index. The quality of electronic banking (e-banking), additional support services, benefits to banks, risks in internet banking, prompt responses and content format were regarded satisfactory; sophisticated software, diverse features, ease of use, banking cards, support services and environmental conditions were regarded quite satisfactory; internet connection, user’s ability to access, and availability of Automated Teller Machines (ATM) machines were however, unsatisfactory. The study concludes that customers have a mixed of positive and negative perceptions of e-banking services offered by commercial banks and suggests better means of raising funds to provide ATMs at vantage points and intensify their marketing to create more awareness.

The School Heads’ and Personnels’ Perception on Administrative Services

The school heads and personnel generally value efficient and reliable administrative services as they recognize their crucial role in ensuring smooth operations and supporting the overall functioning of the educational institution. This research study aimed to determine the profile of school heads and personnel as to educational attainment, position, years in service and training and seminars attended by the teachers and school heads perceptions of the administrative services provided and the significant relationship between respondents profiles and their perceptions on administrative services. This study was conducted among the school heads and personnel as respondents (n=115) from the schools in the division of El Salvador City. This study used questionnaires patterned from standardized instruments from Executive Order No. 366. The study used the statistical treatment of mean, standard deviation, and t-test. The results showed that the profile of the school heads and personnel are significant factors in the practices of administrative services. Both perceived administrative services as highly practiced and recognized their importance. Moreover, the Test Difference in the respondents profile was registered towards perceptions of administrative services. The researcher recommends that the school heads and personnel prioritize continuous professional development as its advantages do not only limit learning and acquiring new knowledge and skills but also promotions. Furthermore, they may continue to observe the administrative services provided to make necessary suggestions to make them more effective and efficient.