Electronic Service Quality Research Articles

Methodological approach to assessing the efficiency of the use of digital technologies in the activities of customs authorities

In conditions of limited time, which is dictated by the modern rhythm of life, digital technologies are becoming one of the main tools for optimization and rationalization of all spheres of human activity. The use of modern digital technologies in the customs system is primarily aimed at increasing the efficiency of its activities. Properties such as quality, speed, transparency, generated with the help of information customs technologies, create prerequisites for stimulating Russia’s foreign economic activity and developing the national economy. However, at present, the Federal Customs Service has a number of problems that impede the development of digitalization of customs activities, due to external and internal factors, as well as contradictions in some of the tasks facing the customs authorities. Therefore, the task of analyzing the efficiency of the use of digital technologies in the activities of customs authorities becomes urgent. The authors of the article proposed a methodological approach to assessing the efficiency of the use of digital technologies in the activities of customs authorities, which is based on assessing the quality of electronic customs services.

Електронні послуги та стандарти їх надання в системі публічного управління

The article is aimed at researching electronic services and proving the need to standardize their provision in the public administration system. It is found that despite the existence of a large number of studies in the field of implementation of efficient public e-governance, there is a need for detailed coverage of the problems of providing the population with electronic services through the total digitalization of public relations of different levels of interaction, as well as standardization of the provision of electronic services. To obtain the results, general scientific research methods were used. Methods of analysis and synthesis contributed to the detection of problems of excellence, consistency and certainty in the field of electronic administrative services provision, systematization of criteria for assessing the quality of electronic services, formation of principles of digitalization of the public administration system. The statistical method allowed to identify features and gaps in the provision of electronic services in Ukraine. The use of the scientific abstraction method contributed to the formation of certain recommendations for improving the system of electronic services in the context of social transformation, the introduction of standardization of the provision of electronic administrative services at different levels of social interaction, helped to outline the prospects for further research. The main results are reduced to: the need to standardize the provision of electronic administrative services on the basis of standard models of services; to determine the mechanism of providing services by public authorities; the procedure for receiving a response to the request of the administrative service; the presence of tools to measure the level of satisfaction of citizens’ expectations. The conclusion is made about the need for more in-depth study and implementation of foreign experience in transforming social relations and developing the information society in Ukraine.

The Balanced Scorecard (BSC) as a Multidimensional Performance Measurement System Tool: Case the Company of Algeria Post

This paper aimed to clarify the role that the Balanced Scorecard (BSC) as a performance measurement tool in the company of Algeria Post. The BSC is a strategic performance management system, has been proven suitable for the public sector as the financial aspect is not their only concern. The BSC is « A multidimensional performance measurement system that should serve as decision support for managers. It includes indicators of progress and delay as well as internal and external indicators. It organizes the measures in a coherent system around four balanced perspectives: financial perspective, customer perspective, internal process, learning, and growth ». (Kaplan. S & Norton, 2004, P186). This study focused to improve the company of Algeria Post overall performance, the management control systems established should be re-evaluated and its tools should be improved to ensure reactivity in the decision-making and the measuring of the company performance. Our work consists of proposing a new approach to the performance management system for the model of the BSC as a performance measurement tool in the company of Algeria Post. The purpose of this article is to answer the main question of the study: should the company rely on the balanced scorecard as a performance measurement tool to achieve its strategic goals? First able, we counted on the stages of scientific research by gathering information about the company of Algeria Post, after that to conduct our study, we opted for a qualitative approach, using documentary research, interviews, and observation as tools for data collection. In the course of our designing of the proposed model of the BSC for the company. During our design of the proposed model of the balanced scorecard for the company we decided to follow a specific methodology to obtain the desired results taking into account the governmental nature of the organization of the company’s. We deemed it necessary to apply a public sector BSC model, using a top-down principle from (Kaplan and Norton, 2014) combined with the implementation procedures described in the theoretical side by (Alain Fernandez, 2013). It is noted that through the performance indicators of the customer perspective that the company realized some respectful objectives, but most of them are short lived ones, simultaneously, the internal processes perspective was the most performing by focusing on improving the quality of electronic services and the commercial network as a whole.

E-Commerce Websites, Consumer Order Fulfillment and After-Sales Service Satisfaction: The Customer Is Always Right, even after the Shopping Cart Check-Out!

Purpose: This research identifies the critical factors of online service delivery of electronic commerce (ecommerce) websites, including website attractiveness, website functionality, website security and consumer fulfillment during an unprecedented Coronavirus (COVID-19) pandemic. Design/methodology/approach: A structured questionnaire was used to gather data from 430 online respondents, who were members in popular social media groups. The survey instrument relied on valid and reliable measures relating to electronic service quality (e-SERVQUAL), to better understand the participants’ satisfaction with shopping websites as well as their loyal behaviors and word-of mouth activities. Findings: The findings reported that consumers valued the e-commerce websites’ features and their consumer order fulfillment capabilities. These factors increase the consumers’ satisfaction with online shopping experiences, generate repeat business as well as positive reviews in social media. Originality: This contribution posits that e-commerce websites’ ought to be appealing, functional and offer secure transactions. More importantly, it suggests that online merchants should consistently deliver a personalized service in all stages of an online purchase, including after the delivery of the ordered products. Research implications/limitations: This study addresses a knowledge gap in academia. To date, little research has focused on the consumer order fulfillment aspect of e-commerce transactions and on the aftersales services of online businesses.

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

E-SQ Systematic literature review: A model proposal for Mexico as an effect of the Covid-19 contingency

The situation we are currently experiencing, such as the health crisis, by COVID-19 has generated an increase in online purchases; factors such as the Quality of Electronic Service (e-SQ) are considered determining in this process since it allows us to evaluate and know the perception of consumers. The purpose of this article is to classify the knowledge generated about e-SQ and the diverse contexts in which it has been studied. For the review process, the Kitchenham and Charters method is used, with which diverse definitions and applications of service quality were obtained, and although there is no single concept that is accepted by the scientific community, it has been adapted by diverse authors. In the review, it was found as part of the results that five of the dimensions of quality of service had greater impact and relevance, which have been used in various contexts, leading to the creation of other models. Finally, a model is proposed for Mexico that starts from the five dimensions that had greatest impact and relevance in the studies for the consumer, which are Efficiency, Privacy, Compliance, Responsiveness and Contact; a dimension is added to the model that is "guaranty" considering some factors of the geographical area. This model could present important contributions for the measurement of service quality in a new context such as Mexico.

Development status of the tourism products in Jabagly village near the Aksu-Jabagly world heritage site

Tourism is one of the main sources of income in many countries; even some states depend highly on the tourism industry at present. The main purpose of tourism business activities is to create competitive tourist products in the international market. Achievement of these aims requires the development of the governmental regulation system, support of the tourism industry, the usage of promotion methods of tourism products. The article presents and assesses the state of development of the most necessary tourism products for the development of the tourism industry on the example of Aksa-Jabagly Nature Reserve in Kazakhstan. The results of the study show that if we consider the development level of the four most important tourist products, such as accommodation, transportation, tourist attractions and electronic service, then we can say that the level of their development and the conditions for providing quality services to tourists are relatively good according to the three previous indicators. Based on the analysis of the quality of electronic services in the field of research (the main criteria: telephone signal, Internet speed, electronic tickets, etc.), we found that the level of eservice development in this region is low, despite the fact that Kazakhstan has the potential of using highquality internet coverage in its current development status.

Research on the Impact of Takeout Platform’s Electronic Service Quality on Customer Loyalty

This paper analyzed the influence of electronic service quality of takeout platform on customer loyalty. The results showed that the ease of use, food safety, performance, privacy, interactivity, compensation and diversity of service quality of takeaway platform had a positive impact on customer loyalty. Customer satisfaction played an intermediary role between electronic service quality and customer loyalty. Based on the results, this paper put forward some advices such as improving delivery speed, improving the safety quality, protecting user information security, expanding service categories, and improving operational efficiency to enhance service quality as well as customer loyalty.

Electronic Compensation Management (E-CM) and Service Quality: The Interaction Role of Organization Factors

Electronic Compensation Management (E-CM) and Service Quality: The Interaction Role of Organization Factors

Electronic Human Resource Training and Service Quality Delivery in Public Universities in Western Kenya

Automating Human Resource (HR) tasks and practices is transforming the traditional paper-and-pencil, labor-intensive HR tasks, into efficient, fast-response activities that enable organizations to minimize operational costs and create a much-needed competitive advantage. Even though the e-training concept is widely used today, there is a missing link between the e-training practice and service quality delivery in public universities in Western Region of Kenya. The study used mixed methods research design which included exploratory, correlational and survey research designs. The target population of this study comprised of 5,467 staff and student leaders drawn from the six (6) public universities. Accessible population comprised of 360 respondents drawn from teaching and administrative staffs. Purposive sampling method was used for sampling Human Resource Officers and student leaders while stratified random sampling was used for sampling teaching and administrative staff. The study used structured questionnaire for data collection from the teaching and administrative staff; interview schedules for collecting data from HROs, while nominal group discussions were used on student leaders. The results indicated that electronic human resource training management had a significant positive influence on service quality delivery (íŸ = 0.576; p < 0.05); and that organizational factors do not have significant moderation effect on the relationship between e-training management practices on service quality delivery (íŸ = -0.030; p > 0.05).The study recommends that management of public universities in Kenya upgrade their commitment towards supporting implementation of e-recruitment practice; review policies so as to align them with the changing technological environment to realize better quality service delivery and also create supportive organizational environment to enhance use of e-training.

Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience

This paper empirically examines the mediating role of shopping satisfaction between electronic logistics service quality (e-LSQ) and repurchase intention. Further, this paper investigates the moderating role of gender, payment options, and returns or replacement experience on the link between e-LSQ and shopping satisfaction (and repurchase intention). Empirical data comprising 640 Indian online shoppers are analyzed with covariance-based structural equation modeling. The findings indicated that the condition of the shipment is the most crucial e-LSQ dimension and its linkage with shopping satisfaction varies across payment options, gender, and returning experience. The poor condition of the shipment might have triggered the returns in e-tailing in the Indian context. The findings will help e-tail managers design a robust logistics network to retain and win despondent customers.

Analisis Kepuasan Masyarakat Terhadap Pelayanan Melalui E-Service Quality Di Kota Jambi

In the era of digitalization, every government agency is expected to be able to solve community problems quickly and be technology-based in facing the era of the industrial revolution 4.0. The government is not only required to provide conventional system services, but also to provide technology-based or electronic services. Then the creation of collaboration between employees and technology while serving the community. The research objective was to see the influence of public services on community satisfaction and the influence of e-service quality on community satisfaction in the Jambi City Government in the digitalization era. This research uses descriptive quantitative research. In this technical research, the data used a questionnaire method given to respondents who stated statements related to the object of research, namely public services, electronic service quality and community satisfaction. In this sampling research using purposive sampling technique. Purposive sampling is a sampling technique with considerations that meet the criteria.. The number of samples in this study were 60 people. Measurement using a Likert scale variable. The technique of testing the instrument for validity and reliability. Data analysis techniques used the help of the SPSS 21.0 application. The results showed that there was a significant positive effect of public services on community satisfaction, there was a significant positive effect on the e-services quality on community satisfaction, and there was a significant positive effect of public services and e-services quality on community satisfaction together with the Jambi City government.

Investigating the effect of trust on the relationship between the quality of electronic services and the satisfaction of taxpayers

Investigating the effect of trust on the relationship between the quality of electronic services and the satisfaction of taxpayers

Membangun Loyalitas Pelanggan Berbasis E-Service Quality Dengan Mediasi Kepuasan Pelanggan (Studi pada Transportasi Online Grab-Car di Kota Medan)

The purpose of this study was to analyze the effect of service quality on customer satisfaction, analyze the effect of service quality on customer loyalty, and analyze customer satisfaction on customer loyalty in Grab Online Transportation. This type of research is associative research, according to this associative, data tendencies are used in quantitative methods. This study uses 3 types of variables namely customer loyalty, satisfaction and quality of electronic services. The type of data used is primary data and secondary data. Data collection techniques used were interviews and questionnaires. The population of this study is the users of Grab online transportation services with the provisions that have used Grab transportation services more than twice. The sampling technique used was purposive sampling. For data analysis used Partial Least Square (PLS) based Structural Equation Modeling (SEM). The results of the study found that there was a positive and significant influence of e quality of service on Grab online transportation customer satisfaction, significant and significant positive contribution of e quality of service to Grab online transportation customer loyalty, and related positively and significantly of customer satisfaction to customer loyalty Grab online transportation.

A Design to Improve the Quality of OVO Electronic Money Payment Services in Tokopedia using IPA and PGCV

Currently, many online payment applications have sprung up in the community. This requires online payment application providers to compete in providing the best service for the community. This study aims to design an increase in the service quality of the OVO online payment application in Indonesia. This research applied Importance Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV) methods to map the performance of service attributes and determine the priority service attributes for improvement. Based on the research conducted, the use of IPA and PGCV methods has been successfully utilized to map the performance of service attributes and determine priority attributes that should be improved.

How Technology Acceptance Model TAM)Factors of Electronic Learning Influence Education Service Quality through Students' Satisfaction

The objectives of the study is figuring out of the results of adoption of electronic learning systems (BeSmart) using Technology Acceptance Model (TAM) factors and servqual models to measure the education services. The data was obtained using SEM with AMOS 2.4. From the findings of the study, note that EoU and U of electronic learning systems hava a positive and significant effect on ESQ through student satisfaction. These findings contribute to university management to understand that service quality needs to pay attention to Ease of Use, Usefulness, and student satisfaction. This research provides insights into the importance of improving the quality of service in education and students' satisfaction, especially in the provision of service in learning and teaching field. As such, the study has implications for teaching and learning practice in higher education institution, and suggests recommendations for further research.

The Impact of E-Service Quality on Customer Satisfaction in Malaysia

This study referred to E-S-QUAL model of determinant of electronic service quality in online shopping context and, the purposed of the study is to determine the impact of e-service quality on customer satisfaction. Literature supports the concept that quality of e-services are interlinked concepts and it has the linkage with the customer satisfaction as well.The data were collected from 363 undergraduate students in Universiti Teknikal Malaysia, Melaka (UTeM) by using multistage cluster sampling to identify the respondents. The study result indicated that the overall level of satisfaction on e-service quality by students was at a moderate level. The results showed that the customer satisfaction and the dimensions of e-service quality namely; efficiency, fulfilment, privacy and system availability are positively correlated with one another. Quantitative research method was employed to test the proposed hypotheses of the study. Data was analyzed by using PLS-SEM. The result highlighted that the four dimensions in e-service quality are a significant predictor that portrayed significant fit to the model of customer satisfaction. The findings of the study may contribute to the literature of same context and, to the online retailer as a guideline to formulate a new plan in improving customer satisfaction. Therefore, the present study is aimed at exploring the benefits of quality in e-services to deal with customer satisfaction.

The use of technology acceptance system to measure the quality of electronic library services in Sudan: Sudan Open University as a model

The aim of the research is to highlight the concept of the technology acceptance system and its application in measuring the quality of the performance of Arab and international libraries through a set of models, experiences, and trends of electronic libraries in Sudan towards its use as a basic means in the process of measuring the quality of the performance of electronic libraries and meeting the needs of beneficiaries according to the technology acceptance model, with the proposal of an advanced model of the technology acceptance model, as well as to measure the quality of the services of electronic libraries in Sudan and test the effectiveness of the technology acceptance model as a theoretical basis for applying quality in the provision of their services to beneficiaries. The researcher relied on the descriptive analytical curriculum to identify the opinions of (25) faculty members and (50) students from the Open University of Sudan in the quality of electronic library services. One of the most important findings of the research is the quality of electronic library services based on behavior and technical standards and the ease of use of information systems in libraries and information centers. In addition, the electronic services are effective in improving the educational process. according to these results, it is recommended that there is a need to pay attention to improving and developing the electronic library services in Sudan, and work on applying the technology acceptance model in investigating the effectiveness of the application of the technology in libraries and information centers to provide the services that characterised by modernity and keep pace with the digital age.

Measuring the development of the Hungarian electronic administration

The creation of electronic administration and the measurement of the results achieved have been one of the central themes of research into the development of the information society for two decades. The European Commission publishes annually e-government comparative analyses (eGovernment Benchmark reports), providing insight into the use of ICT in the public sector in the countries examined.
 In recent years, the measuring system has been modified and supplemented several times. The Digital Economy and Society Index (DESI) and the benchlearning approach assess the performance of eadministration on the basis of additional considerations. Hungary's performance is improving, but still below the EU average. Exploring the causes of the underperformance is a priority for catching up.
 On the basis of a survey of students at the National University of Public Service, the author analyses user characteristics (digital skills, ICT use) and the characteristics of public administration (quality of electronic administration services) in their context.

Diagnosing and routing electronic service quality improvement of academic libraries with the FMEA approach in an intuitionistic fuzzy environment

PurposeIn this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy environment. Assessment of electronic service quality (ESQ) of libraries is significantly important according to their major roles. It should be noted that the ESQ has a significant impact on customer satisfaction, which improves organizational performance. Accordingly, low ESQ means waste of organizational resources and poor user satisfaction. So, there is a dire need to reflect reasons inducing failure modes in academic library ESQ. Thus, investigation of failure modes affecting academic library ESQ is highly important. One solution in this area is utilization of the intuitionistic fuzzy (IF) failure mode and effects analysis (FMEA) as one of the widely used methods for prediction and identification of failure modes.Design/methodology/approachThe present study in terms of objective is applied and in terms of the type of method is descriptive-analytical. The research sample included four experts of Yazd academic Libraries (Iran). To collect data, three types of questionnaires were distributed among experts. The purpose of the first questionnaire was to identify and reach an agreement on e-library failure modes. Type II questionnaire was used to determine the importance of identified risk factors and Type III questionnaire was used to prioritize the factors.FindingsResults indicate that the difficulty of using websites, lack of provided information feedback to users and lack of links on the website to users' are the main priorities for improving ESQ in the studied academic libraries.Originality/valueIn this approach, the Intuitionistic fuzzy Elimination Et Choix Traduisant la REalité and technique for order of preference by similarity to ideal solution method were used to rank failure modes in academic library ESQ within the FMEA framework.]