Service Delivery Strategies Research Articles

Implementation of the RIASEC Model Career Guidance Guide through Career Information Services for Junior High School Students

Abstract: Junior high school education is an important phase in student development, especially in exploring interests, talents and career choices. Students need appropriate and structured career information to help them make better decisions regarding their future. However, the existing media is often uninteresting or irrelevant, which cannot support students in recognizing various career options. This study aims to implement the RIASEC Model Career Guidance Guide through career information services at SMPN 2 Pallangga. With a descriptive qualitative approach and narrative method, data were collected through direct interviews with counseling teachers and documentation. The research subjects were 10 9th grade students. The results showed that the implementation of career information services with the assistance of counseling teachers as facilitators. The implementation process focuses on four main aspects: service delivery strategies, stages of implementation, RIASEC-based career guidance content, and media utilization in the form of booklets. This implementation has a positive impact on increasing students' understanding of career planning and helping them recognize their interests and talents. The RIASEC-based guide proved to be relevant as an effective medium to support career information services in schools. Keywords: information services, career guidance, RIASEC model, guide implementation.

Implementation of the RIASEC Model Career Guidance Guide through Career Information Services for Junior High School Students

Abstract: Junior high school education is an important phase in student development, especially in exploring interests, talents and career choices. Students need appropriate and structured career information to help them make better decisions regarding their future. However, the existing media is often uninteresting or irrelevant, which cannot support students in recognizing various career options. This study aims to implement the RIASEC Model Career Guidance Guide through career information services at SMPN 2 Pallangga. With a descriptive qualitative approach and narrative method, data were collected through direct interviews with counseling teachers and documentation. The research subjects were 10 9th grade students. The results showed that the implementation of career information services with the assistance of counseling teachers as facilitators. The implementation process focuses on four main aspects: service delivery strategies, stages of implementation, RIASEC-based career guidance content, and media utilization in the form of booklets. This implementation has a positive impact on increasing students' understanding of career planning and helping them recognize their interests and talents. The RIASEC-based guide proved to be relevant as an effective medium to support career information services in schools.Keywords: information services, career guidance, RIASEC model, guide implementation.DOI: http://dx.doi.org/10.61436/bsscd/v3i1.pp55-64

An innovation bootcamp model for developing youth-led HIV self-testing delivery strategies in Nigeria: post-designathon capacity building.

Many designathons, hackathons, and similar participatory events suffer from minimal training and support after the events. Responding to this need, we organized a health innovation bootcamp: an intensive, team-based apprenticeship training with research and entrepreneurial rigor among young people in Nigeria to develop HIV self-testing (HIVST) delivery strategies for Nigerian youth. The purpose of this paper was to describe an innovation bootcamp that aimed to develop HIVST delivery strategies for Nigerian youth. The four-week, in-person innovation bootcamp, informed by youth participatory action research and comprised a series of workshops, took place in Lagos, Nigeria. The goal was to build research and entrepreneurial capacities among young people to develop and implement HIVST strategies. A qualitative content analysis informed by an adapted World Health Organization's HIVST delivery framework explored key elements of the proposed HIVST service delivery strategies developed at the bootcamp. Twenty participants, aged 18-24 years, from five teams completed the innovation bootcamp. The five teams developed HIV service delivery strategies that included an element of repacking HIVST kits to make them more appealing to young people. Other strategies that emerged included leveraging community engagement platforms (e.g., vocational skills training and youth community events) to promote HIVST, and the use of reward-referral system to encourage HIVST uptake among young people. All strategies included ways to ensure privacy protection for recipients of the HIVST delivery package. This study demonstrated the feasibility and acceptability of the health innovation bootcamp model to create HIVST designed for and led by young people. This suggests a way to build capacity after participatory events to sustain youth-led research, which could have implications for post-designathon training.

Using Unsupervised Learning Methods to Explore the Trajectory of Long-Term Care Service in Taiwan

Abstract Background Understanding the temporal trends in long-term care (LTC) utilization enables more effective planning by government and service providers. This study employed machine learning methods to explore LTC utilization trajectories among care recipients in a southern county of Taiwan. Methods Administrative data from the government-funded LTC programme was utilized, with a total of 24,614 participants included after excluding those with less than six months of data. Daily service utilization records, mainly focusing on caregiving services, were aggregated, and the number of days each participant used LTC services within every 30-day period post-application was calculated. Utilization rates during 6 and 12 months post-application were separately analyzed. K-means clustering, an unsupervised machine learning method, was employed to select the optimal classification and identify LTC utilization trajectories using 10-fold cross validation. Temporal frequency variations of each caregiving service within each trajectory group were visualized using heatmaps. Results In the analysis of LTC utilization within the first 6 months post-application, trajectories were classified into 7 groups; while within 12 months, trajectories were divided into 4 groups. These trajectories can be categorized into 4 distinct patterns: High-Stable (6 mo: 21.3%; 12 mo: 35.7%), Low-Stable (6 mo: 33.1%; 12 mo: 37.2%), High-Decrease (6 mo: 12.8%; 12 mo: 10.7%), and Low-Increase (6 mo: 32.7%; 12 mo: 16.5%). We further explored differences in socio-demographic characteristics and needs factors among trajectory groups. Heatmaps were used to illustrate temporal variations in the utilization rates of specific service items, which played a significant role in determining the trajectories. Conclusions K-means clustering is useful in identifying distinct patterns among LTC users. Tailored service delivery strategies can be designed to meet the diverse needs of these different user groups. Key messages • The unsupervised machine learning method distinguished various temporal dynamic patterns in LTC utilization. • Tailored service delivery strategies can be designed to meet the diverse needs of these different user groups.

Integrated development plan strategies for service delivery in Nelson Mandela Metropolitan Municipality

Background: Following the end of apartheid in 1994, the democratic government recognised the importance of local government as a key vehicle for service delivery.Aim: This article examined the effectiveness of the integrated development plan (IDP) strategies of the Nelson Mandela Metropolitan Municipality (NMMM) as a public service delivery tool.Setting: In South Africa, poor service delivery has remained a challenge. This has been attributed to the challenge of transparency and accountability. Thus, the lack of access to basic needs is more profound at the local government level. While urban centres have access to certain basic facilities, rural communities such as Walmer and Motherwell townships remain underdeveloped.Methods: The study used a qualitative research design for data collection and analysis. Thirty participants were purposively selected among municipal officials, ward councillors and community members for semi-structured interviews. Thematic data analysis was used for the analysis of data.Results: Despite the IDP’s well-structured strategic framework, various challenges, such as insufficient community participation, inadequate resource allocation and a lack of essential planning skills among officials hindered its effective implementation.Conclusion: The study concluded that for the IDP to achieve its aims, its implementation should be evidence-based and responsive to community needs. Effective service delivery requires a fundamental transformation in municipal leadership and public participation.Contribution: The article presents the challenge of public service delivery within the context of the IDP strategies in a specific municipality. It serves as a signpost for understanding the implementation of the IDP as a public service delivery strategy.

Drivers of COVID-19 Vaccination among Eligible Adults in Abuja, Nigeria: A Mixed-Methods Study Using the WHO Behavioral and Social Drivers of Vaccination Framework.

Despite the availability of COVID-19 vaccines, Nigeria still faces significant COVID-19 vaccine hesitancy, with only 60.7% of the eligible population fully vaccinated as of 20 March 2023. Our study, part of a community-based effort to improve knowledge and uptake of the COVID-19 vaccine in the Gwagwalada Area Council of Abuja, the Federal Capital Territory (FCT) of Nigeria, utilized the WHO's Behavioral and Social Drivers (BeSDs)-of-vaccination framework to examine the drivers of COVID-19 vaccination among eligible adults. This was a mixed-method study with focus group discussions (FGDs) and in-depth interviews (IDIs) involving 40 purposively sampled participants. We triangulate qualitative findings with data from a household survey of 1512 eligible adults identified using a two-stage systematic cluster sampling approach. All data were collected from the 1-18 November 2022. The household survey showed 46% COVID-19 vaccine uptake, with Pearson chi-square and Fisher's exact test showing significant associations between vaccine uptake and gender, religion, and education. Multivariate logistic regression showed that confidence in vaccine safety, knowing vaccination sites and family/friends' endorsement of COVID-19 vaccination were the strongest items associated with vaccine uptake in the thinking-and-feeling, practical-issue, and social-process domains, respectively. Multiple items measuring these domains aligned with BeSD priority question, demonstrating the robustness of the pared-down framework. Qualitative data corroborated these findings. To address vaccine hesitancy and increase uptake, community-driven approaches to improve trust in vaccine safety and benefits and promote positive vaccination norms are needed. In addition, service delivery strategies to make vaccination services easily accessible and identifiable should be developed and tailored to community needs.

Developing a roadmap to reach and sustain 90% full immunization coverage through a cross-sectoral system strengthening strategy in Bihar, India

IntroductionReducing childhood mortality by curtailing the incidence of vaccine preventable diseases is contingent upon a robust and high-performing routine immunization system. According to the available data, the full immunization coverage (FIC) in the state of Bihar (India) has reached ~ 71%. While the government aspires to reach 90% FIC, a systematic evidence-based investigation of the reasons behind underimmunization as well as the identification of drivers and enablers to reach and sustain 90% FIC is critical. This study aimed to review the factors leading to underimmunized children in the state of Bihar and develop a forward-looking roadmap to reach and sustain 90% FIC by adopting a system strengthening approach.MethodWe conducted a desk review, followed by extensive stakeholder interviews and field visits to document and analyze the data and evidence relevant to routine immunization system performance in the state of Bihar. The stakeholders included the State Immunization Officer, District Immunization Officers, Block-level health officials, representatives from development agencies, healthcare workers, and caregivers. A total of eighty-six structured interviews were conducted, which included qualitative and quantitative parameters.ResultWhile positive results were observed from the assessment of Bihar’s immunization system, the implementation of targeted strategies for supply, service delivery and demand can provide a means to achieve FIC of 90%. The roadmap developed by the Government of Bihar enlists 40 + interventions across key thematic areas and has been prioritized over a 5-year time horizon as short, medium, and long-term milestones to achieve 90% FIC. These interventions include strengthening the data availability and quality, improving the governance and review mechanism, augmenting the capacity of health workers involve with immunization programme, and initiatives to increase demand for immunization services.ConclusionThe Bihar’s Immunization Roadmap development project work follows a methodical approach to assess and identify intervention to improve immunization coverage and can provide information and reference to other states and countries that are aiming to formulate similar action plans.

Minimizing Vaccine Wastage in Nigeria: A National Assessment of Vaccine Wastage Rates and Potential Determinants.

High vaccine wastage can serve as a critical barrier to achieving the gains of vaccination, especially in a country like Nigeria, where data on vaccine wastage are sparsely available. We determined the country-wide vaccine wastage rates and their determinants through a mixed-methods study conducted across 576 health facilities (primary and secondary) in 24 states in Nigeria. We collected facility-based immunization records from June 2018 to May 2019, in addition to healthcare workers' interviews and observations of fixed and outreach sessions. The results show that open-vial wastage ranged from 21.2% (95% CI: 20.2%, 22.2%) for the pentavalent vaccine to 72.6% (95% CI: 71.5%, 73.6%) for BCG. Open-vial wastage rates for BCG, measles, and yellow fever vaccines were higher during outreach sessions, with rates of 76.2%, 64.3%, and 65.2%, respectively. For the outreach and fixed sessions, PCV and Penta had the least wastages of 22.0% for fixed sessions and 20.4% for outreach sessions. This study identified vaccine presentation (liquid vs. lyophilized vaccines), vial size (4 dose vs. 5 dose vs. 10 dose vs. 20 dose), RI service delivery strategies (fixed vs. outreach sessions), number of children vaccinated, and human resources (healthcare workers position/cadre) as key determinants of vaccine wastages in Nigeria.

Global lessons on delivery of primary healthcare services for people with non-communicable diseases: convergent mixed methods

ObjectiveTo extract key lessons on primary healthcare (PHC) service delivery strategies for non-communicable diseases (NCD) from the work of researchers funded by the Global Alliance for Chronic Diseases (GACD).DesignA convergent...

Social-ecological factors associated with trajectories of adolescent sexual and reproductive health stigma: longitudinal cohort findings with urban refugee youth in Kampala.

Background Stigma towards sexually active young people presents profound barriers to uptake of sexual and reproductive health (SRH) services, including HIV testing and contraception. Yet, few studies have examined adolescent SRH stigma trajectories over time. To address this knowledge gap, we examined associations between social-ecological factors and trajectories of adolescent SRH stigma among urban refugee youth in Kampala, Uganda. Methods This longitudinal cohort study with refugee youth in Kampala collected data on adolescent SRH stigma at four time-points between 2022 and 2024. We used latent class growth analyses to examine distinct trajectories of adolescent SRH stigma, and examined baseline social-ecological and socio-demographic factors associated with class membership using multivariable logistic regression. Results Among the participants (n =164 with n =668 observations; mean age 19.9 years, standard deviation2.5 years; 52.8% cisgender women), we categorised two distinct adolescent SRH stigma trajectories: consistently high (n =496; 74.2%) and sustained low (n =172; 25.8%). In multivariable analyses, living in Uganda ≥1year at baseline assessment (1-5years: adjusted odds ratio [aOR]5.28, confidence interval [CI]2.29-12.19, P P 10years: aOR3.89, CI1.56-9.68, P P P P P Conclusions Social-ecological and socio-demographic factors were associated with consistently high levels of adolescent SRH stigma over 2years. Multi-level strategies can meaningfully engage youth in developing stigma reduction strategies for SRH service delivery.

Health tourism in Malaysia: understanding the drivers of satisfaction and revisit intention

ABSTRACT Medical tourism is a dynamic industry that seeks to improve satisfaction and foster loyalty among Arab medical tourists. This study delves into the complex experience of medical tourism among Arab patients in Malaysia by using an integrated analytical framework that examines the combined effects of quality perception and recovery experience on tourists’ satisfaction and intentions to revisit. Utilising a cross-sectional design with purposive sampling, the study collected responses from 432 Arab patients, employing Partial Least Squares Structural Equation Modelling (PLS-SEM) and Necessary Conditions Analysis (NCA) to analyze the data. The findings reveal that perceived quality, especially in healthcare services and post-treatment care, significantly enhances tourist satisfaction, which directly influences their intentions to revisit. Additionally, trust emerged as a critical factor that not only strengthens the relationship between satisfaction and revisit intentions but also acts as a necessary condition for achieving high satisfaction levels. This research contributes to tourism literature by detailing the specific pathways through which service quality and recovery experience impact tourist satisfaction and revisit intentions. It provides practical insights for medical tourism providers to optimise service delivery and trust-building strategies, thereby enhancing Malaysia's reputation as a premier medical tourism destination.

ICT Adoption and Improving Service Delivery within the Municipalities of the North-West Province, South Africa

The advent of Information Communication Technologies (ICTs) has brought rapid communication transformation from analogue to digital. The digital divide poses a greater threat towards community service and rural development, with the government failing to provide effective and efficient communication strategies for service delivery to rural communities. The study found that the North-West province needs to communicate more adequately with its communities, failing to achieve its objective towards its rural communities. Thus individuals within the development communication process are agents of change, not just recipients of a development initiative but active participants and contributors of knowledge and information. Theoretically, the study pegged on, Information Communication Technologies for Development (ICT4D) which refers to “theories of Change”, not only implying the designation of technologies and diffusion but a multifaceted, dynamic, and contentious socio-economic and technological process. This study employed qualitative techniques and purposive sampling to gather data, through interviews and questionnaires, for both communication directors and community members. Thematic analysis was employed to reach the conclusion of the study. The study recommends that the use of smartphones and M-technology in all provincial departments would enhance their service deliveries and that the introduction of digital platforms such as the North-West Service Delivery App and the introduction of Personal Digital Assistants (PDAs) are essential for effective and efficient socio-economic and technological development of the rural communities within the province. The study will provide insight and add to the current discourse on the importance of ICT adoption for rural development. Keywords: M-Technology, E-Governance, Economic Openness, Municipalities, Rural Development, Artificial Intelligence

Contextual Factors Influencing Implementation of HIV Treatment Support Strategies for Female Sex Workers Living With HIV in South Africa: A Qualitative Analysis Using the Consolidated Framework for Implementation Research.

Female sex workers (FSWs) face a confluence of multilevel barriers to HIV care. In South Africa, 63% of FSWs are living with HIV and <40% are virally suppressed. The objective of this analysis was to identify implementation determinants of 2 HIV treatment support strategies. The Siyaphambili trial tested a decentralized treatment provision and an individualized case management strategy aimed to support FSWs living with unsuppressed HIV viral loads. We identified a nested sample of trial participants using maximum variation sampling (n = 36) as well as a purposively selected sample of implementors (n = 12). We used semistructured interview guides, developed using the Consolidated Framework for Implementation Research (CFIR) and deductively coded the transcripts using CFIR, systematically assessing the strength and valence of implementation. We compared construct ratings to determine whether any constructs distinguished implementation across strategies. Across 3 CFIR domains (innovation characteristics, inner setting, and outer setting), 12 constructs emerged as facilitating, hindering, or having mixed effects on strategy implementation. The relative advantage, design, adaptability, and complexity constructs of the innovation characteristics and the work infrastructure construct of the inner setting were strongly influential (±2 or +2). While the majority of construct valence and strength rating (9-12) were not distinguishing across strategies, we observed 3 weakly distinguishing CFIR constructs (relative advantage, complexity, and available resources). Given the potential benefits of differentiated service delivery strategies, identifying the relative importance of implementation determinants facilitates transparency and evaluation, supporting future strategy design and implementation. Optimizing implementation will support addressing inequities in HIV care and treatment services.

Protocol to develop strategies to improve the effectiveness and efficiency of Village Health Workers in service delivery in a selected district of Zimbabwe

Village Health Workers (VHWs) in Zimbabwe complement the healthcare staff in primary health care delivery. In 2015 the Ministry of Health streamlined services offered by the VHWs with the VHW Strengthening Plan to improve the effectiveness of the program. However, these continue to offer services not addressing the current and emerging health problems. This three-phased study seeks to develop strategies to improve the effectiveness and efficiency of VHWs in service delivery. Systematic literature review shall be used to develop a conceptual framework to guide the development of VHWs service delivery strategies. Exploratory sequential mixed methods design shall explore VHWs roles in primary health care. A survey in the first stage shall collect qualitative data from 45 purposely selected healthcare workers and VHWs using interviews and then thematically analyzed with MAXQDA. The variables generated will have a cross-sectional survey used to collect quantitative data from 134 VHWs and analyzed on SPSS. The SWOT and basic logic models shall be used to develop strategies validated by the Delphi Technique and Key Stakeholders. Informed consent will be maintained in the study with findings published in journals and presentation symposiums. This protocol was approved by the University of Venda Research Ethics Committee (Registration FHS/23/pH/11/0709).

Conflict-Related Breakdowns in Routine Medical Care - Longitudinal Outcomes for Civilians with Pre-Existing Cognitive Impairment.

Individuals with dementia face increased vulnerability during crises like armed conflicts. However, little is known about how conflicts affect dementia care delivery and patients' health. We conducted a longitudinal cohort study using medical record data. The study included 23,733 adults aged≥65 years with a diagnosis of dementia and 249,749 matched adults without dementia. Data were collected at baseline (March-October 2023), and two follow-up timepoints (December 2023 and February 2024), bracketing an armed conflict between Israel and Palestinian militant groups that began on October 7, 2023. We compared changes over time in clinical characteristics, medication use, healthcare utilization, costs between groups. Dementia prevalence was stable, but psychotropic medication use declined more sharply in those with dementia. Rates of depression diagnoses fell, and obesity rose in both groups. Healthcare utilization decreased substantially post-conflict, with fewer outpatient visits, hospitalizations, and emergency visits. Cost divergence between groups also increased over time. Machine learning identified shifting clusters of service users from high to mainly low users' post-conflict. The conflict severely disrupted routine dementia care and altered health behaviors. Flexible service delivery and access promotion strategies are needed to support vulnerable populations like people with dementia during crises.

Factors Influencing the Audit Quality of the Municipalities

The study aims to analyze the Audit Quality (AQ) factors that were perceived to be necessary by the accountants and internal auditors in municipalities of Palestine. A survey of 309 accountants and internal auditors from 155 Palestinian municipalities was conducted. The questionnaire data was statistically analyzed using Smart PLS3 software. The study discovered that auditor ethics, independence, and competence were the most significant elements in determining AQ. Meanwhile, Internal Auditing (IA), Accounting Basis (AB), and the Laws and Regulations (LR) have a moderate effect. However, the least crucial factors were Audit Fees (AF) and Audit Firm Size (AFS). The study is limited by the survey questionnaire method’s general limitations and the perceptions of accountants and internal auditors. It offers evidence on AQ from Palestine, helps the audit firms distinguish their marketing and service delivery strategies, and understands the AQ aspects sought by those clients. Moreover, the study provides the municipal councils and the regulators of the municipalities with greater knowledge on how to select the best auditors and maintain internal control measures, notably IA and the use of the accrual basis in accounting procedures. Since the findings are generally consistent with previous studies, more emphasis can be placed on the effectiveness of municipal internal control.

Examination of multidimensional geographic mobility and sexual behaviour among Black cisgender sexually minoritized men in Chicago.

Black sexually minoritized men (BSMM) are the most likely to acquire HIV in Chicago- a racially segregated city where their daily travel may confer different HIV-related risks. From survey and GPS data among participants of the Neighbourhoods and Networks Cohort Study, we examined spatial (proportion of total activity space away from home), temporal (proportion of total GPS points away from home), and motivation-specific (discordance between residential and frequented sex or socializing neighbourhoods) dimensions of mobility. To identify potential drivers of BSMM's risk, we then examined associations between mobility and sexual behaviours known to cause HIV transmission: condomless anal sex, condomless anal sex with a casual partner, transactional sex, group sex, and sex-drug use. Multivariable logistic regression models assessed associations. Of 269 cisgender BSMM, most were 20-29 years old, identified as gay, and lowincome. On average, 96.9% (Standard Deviation: 3.7%) of participants' activity space and 53.9% (Standard Deviation: 38.1%) of participants' GPS points occurred outside their 800m home network buffer. After covariate adjustment, those who reported sex away from home were twice as likely to report condomless sex (Odds Ratio: 2.02, [95% Confidence Interval (CI): 1.08, 3.78]). Those who reported socializing away from home were four times more likely to have condomless sex with a casual partner (Odds Ratio: 4.16 [CI: 0.99, 29.0]). BSMM are on the move in Chicago, but only motivation-specific mobility may increase HIV transmission risk. Multidimensional investigations of mobility can inform place-based strategies for HIV service delivery.

Advancement of Smart Academic Libraries in Northern Nigeria: Issues and Way Forward

The 21st century is known as the beginning of the knowledge age; a millennium characterized by leveraging on information to stay ahead using technology. The library occupies a critical place in the quality of information accessed and leveraged on by researchers and students. Academic libraries in Nigeria are not disconnected from this technology-based-information revolution. This study looked at advancement of smart academic libraries in Northern Nigeria: issues and way forward. Its objectives was to determine smart services available, investigate the extent of deployment, examine the underlying issues that hinder effective smart service delivery and proffer strategies for way forward in Northern university public academic libraries in Nigeria. The study adopted a review of documents and literature on smart academic libraries in Nigeria. Five public universities were purposively observed and sampled on their smart library perspective and capacity. Google-Forms-structured questionnaire was used through different online platforms. Simple percentage and frequencies were used in analyzing data collected. Findings showed that there are existing smart library services in the academic libraries of Northern Nigerian public universities but the extent of deployment of smart library services in their academic libraries is low. The research also revealed the numerous issues faced in providing smart services. The study recommended that the institution and library managements of academic libraries in Northern Nigerian public universities step up on ICT policy framework, practical deployment of smart library technologies and training of library staff for improved smart services.

Delivering trust: how food safety performance drives loyalty across the online ordering journey

PurposeThis research delineates the interdependencies between e-service quality (e-SQ), product quality (PQ) and food biosafety measures (FBM) in shaping consumer satisfaction and loyalty within the online food delivery services (OFDS) landscape. Anchored by the technology acceptance model (TAM) and the theory of planned behavior (TPB), the study integrates these frameworks to examine how perceived service efficiency, reliability, product appeal and biosafety protocols contribute to overall consumer trust and repurchase intentions.Design/methodology/approachSurveys were conducted on several 100 online food delivery app users, ages 20 to 64, in major cities in Colombia, which provided data for structural equation modeling analysis.FindingsThe analysis revealed that reliable, responsive service and appealing food presentation significantly influence consumer perceptions of behind-the-scenes safety protocols during delivery. Strict standards around mitigating contamination risks and verifiable handling at each point further engender trust in the platform and intentions to repurchase among users. The data cement proper food security as pivotal for customer retention.Practical implicationsQuantitatively confirming biosafety’s rising centrality provides an impetus for platforms to integrate and promote integrity, safety and traceability protection as a competitive differentiator.Originality/valueThe study’s originality lies in its comprehensive exploration of the OFDS quality attributes and their direct impact on consumer loyalty. Besides, it offers valuable insights for both academic and practical implications in enhancing service delivery and marketing strategies.

Electronic public service delivery: progress and challenges in Bangladesh

PurposeThe paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.Design/methodology/approachThe paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.FindingsElectronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.Originality/valueThe paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.