Service Elements Research Articles

E-Government Implementation and Citizen Satisfaction in UAE

The aim of this study was to determine the effect of e-government on the citizen satisfaction with the moderating role of service transparency in Abu Dhabi in UAE. The satisfaction of citizens can be influenced by the government success in digital transformation. The people of Abu Dhabi have different approaches to digitalization and digital transformation of government services including e-government intervention, e-government interaction, and e-government collaboration. The researcher utilized a structured questionnaire to gather data for the research study. The sample size was 373 respondents chosen out of 10410 population selected using a table developed by Morgan & Krejcie (1970).The scholar used the correlational descriptive research design to conduct full explosion research study. Data analysis was done employing both descriptive statistics and inferential analysis. The findings of the study indicated that there was a positive and significant relationship between e-government implementation on the citizen satisfaction with the moderating role of service transparency in Abu Dhabi in UAE. The study concludes that the satisfaction of Abu Dhabi’ people may depend on the excellent e-government interaction, e-government intervention and e-government collaboration as long as the services is provided with transparency. This study recommends that the government should therefore, pay more attention and commit more resources to publicizing and encouraging the citizens to use all elements of e-government communication services. The government should also augment the budget for e-government implementation in order to realize equitable, increased citizen engagement and quality services of digital transformation.

A method for service robot development based on a design structure matrix

ABSTRACT Although service robots that provide useful services to people are attracting attention, the majority of service robots do not reach the market. Various elements such as people to physical products are involved in the provision of services, and it is necessary to consider the interaction with each factor in the design. Furthermore, services are normally produced and consumed simultaneously; it is necessary to improve the robot even in the service provision phase. Modular design is an effective method for the continuous improvement of systems. However, few methods have considered robots and other service elements in an integrated manner. In this research, we propose a tool called the Service Robot Design Matrix (SRDM) to implement service robots design. SRDM represents the relationship among the elements of robots and service systems comprehensively. Additionally, the design structure matrix (DSM) is applied to modularize these elements to increase the ease of changing the service robot. Finally, SRDM is applied to an actual case of service robot design to validate its effectiveness. The designed service robot was developed by Team TAK and earned 2nd place in the Future Convenience Store Challenge (FCSC) at the World Robot Summit 2020 (WRS2020).

항공사 승무원의 인적서비스, 브랜드 이미지, 러브마크, 브랜드 신뢰, 브랜드 충성도간의 구조적 관계 연구

The purpose of this study was to understand the structural influence relationship between airline flight attendants’ human service, brand image, lovemarks, brand trust, and brand loyalty. In this study, it was found that among the factors of customer orientation, expertise, likability, and physical attractiveness, which are elements of human service of airline flight attendants, customer orientation and physical attractiveness had a positive effect on the brand image. In addition, it was intended to investigate the relationship between brand image, lovemarks, brand trust, and brand loyalty. A convenience sampling method was used to collect data. Appropriate validity was secured through confirmatory factor analysis, and as a result of finding in the structural model, it was confirmed that appropriate figures were included. As a result of finding in the structural model, it was found that the brand image did not affect brand love, which is an element of lovemarks, while it was found to affect brand respect. It was found that the brand image had an effect on brand trust. Finally, it was confirmed that brand love does not affect brand loyalty and brand respect and brand trust affect brand loyalty.

Mitigating the digital divide in the South African higher education system in the face of the Covid-19 pandemic

Access to higher education has been one of the critical areas of concern in South Africa, particularly for students from disadvantaged backgrounds. The Corona-virus (Covid-19) pandemic has brought the systemic cleavages into sharp relief, with ‘access’ and subsequent ‘success’ emerging as an important variable. Availability of digital facilities and internet connectivity have been important factors in enabling participation in higher education during the Covid-19 pandemic. The advent of the pandemic has, however, brought a new context to the challenges of higher education access, deepening the precarious position of students from disadvantaged backgrounds. Thus, online teaching and learning intensified the digital divide between the ‘haves’ and the ‘have-nots’, exacerbating the already existing inequalities in the South African higher education system. The paper reflects on the question of how digital divide and access to learning infrastructure exacerbated inequality among students during the Covid-19 pandemic in South African higher education. This question is particularly important, given the rapid digitalisation of the curriculum that many South African institutions are still struggling to align with. This paper aims to interrogate the implications of the Covid-19 pandemic on South African higher education, highlighting the challenges of the digital divide and access to learning infrastructure using a social justice approach. The article draws on the work of Fraser (1999), which refers to the idea of social justice as distributional justice, re-allocating resources accessed solely by the privileged to the historically disadvantaged. It also aims to understand how the typology of inequality across the differentiated institutions affected the delivery of education during Covid-19. This is a qualitative research based on both secondary and primary data exploring official documents, statistics and published materials. The article argues towards a comprehensive and inclusive digital learning strategies with substantial coordination both from government and non-government stakeholders. It recommends that digital pedagogy and online platforms of learning should become an integral element of South African higher education services to ensure the continuity of education; this is necessary to avoid similar difficulties if crises that restrict physical movement occur in the future.

Efektivitas Pelayanan Publik Di Kantor Pertanahan Kota Manado

This research aims to analyze the effectiveness of public services at the Manado City Land Office. The analytical method used in this research is quantitative analysis with a descriptive approach. The results of Kantah Manado City's research get a "B" service quality with a "Good" performance category, which means that the effectiveness of community satisfaction from the results of public services from July to December 2021 is categorized as "Good". Even though the results of the community's assessment of public services in Kantah Manado City are good, strategies and efforts from service providers are still needed to improve the three service elements that get bad and bad scores and maintain or improve the service elements that are already good to be very good ideal assessments. The conclusion of Kantah Manado's research based on the Community Satisfaction Index using an assessment of 9 elements of public service getting a score of 77.61 with a good performance category and service quality "B" but still needs strategies and efforts from service providers to improve the three service elements that get bad and poor scores. good and maintain or improve the service elements that are already good into an ideal assessment of very good.

Load path sensitivity and multiaxial fatigue life prediction of metals under non-proportional loadings

Engineering components often operate under complex loadings, in which the variable amplitude multiaxial stresses are raised by geometric discontinuities including holes, grooves, fillets and shoulders, etc. Besides, the non-proportional loading will lead to the rotation of maximum principal stress/strain and additional fatigue damage of structural elements in service. Consequently, the multiaxial and non-proportional loading have attracted increasing attentions. In this study, for distinguishing the effects of different load paths on fatigue life, a simple and applicable method to quantify the non-proportionality is defined, which comprehensively considers the influence of loadings on all material planes. A new equivalent strain damage parameter based on critical plane is proposed in this study. Specifically, to quantify the effect of non-proportional loading on fatigue damage, a non-proportional degree of loading on the generalized plane is developed. Coupling with the existing non-proportional coefficient, a novel fatigue damage parameter is derived by combining a non-proportional factor. Experimental data of 304 stainless steel, sintered porous iron and CuZn37 brass are utilized for model validation and comparison. Fatigue lives with different load paths are evaluated respectively. In comparison with the Fatemi-Socie (FS), Chen and Itoh models, proposed method more effectively evaluate the multiaxial fatigue life of materials under non-proportional loadings.

Arrangements of wash toilets and ageing bodies – an exploratory study

Purpose The purpose of this study is to study how a specific assistive technology, namely wash toilet systems, are used and which values they enact for their users. Materials and methods The study is primarily based on ten semi-structured interviews conducted with older adults who were offered a wash toilet as an element in the welfare service of a large Danish municipality. Results The study shows how, in various ways, specific aspects of wash toilet systems are associated with specific aspects of human physiology. Essential challenges to older adults that implicate the use of wash toilet systems either relate to ’arms that cannot reach behind’, or the leakage of urine and eventually faeces. Furthermore the study shows that values enacted by wash toilet systems differ in the various arrangements, e.g., enabling social relations, being a part of something, being self-reliant or independent, preserving intimacy limits, or just ‘be pleased with’. Conclusions The wash toilet systems are woven into several different arrangements of the ageing body, wheelchairs, walkers, care personnel, spouses, diapers, etc. being situated in differently spaced bathrooms in different homes and different municipalities. We propose that the abandonment of focus on abstract policy values in favour of an emphasis on the actual arrangements of technology and the human body in old age will, in fact, be beneficial to our understanding of how welfare technology can contribute to enhanced citizenship. Implications for rehabilitation An implication of this study for rehabilitation is not to take for granted how a wash toilet system will interact in arrangements with older adults, but attend to the potentially various/many ways the system can create value for the user in the actual arrangement it is part of. Another implication of the study is that it is always an empirical question whether self-reliance – which is often an aim of implementing assistive technologies - is an effect of a specific arrangement of a wash toilet system and the human body in old age.

Evaluating effects of the structural reform of outpatient psychotherapy for patients with mental disorders in Germany: comparing patients with and without comorbid chronic physical condition – rationale and study protocol of the ES-RiP project

IntroductionIn 2017, in Germany, a structural reform of the outpatient psychotherapy guideline took place, aiming to reduce waiting times, to facilitate flexible low-threshold access (eg, general reachability by phone) and...

An updated approach to low-vision assessment

The 2017 Global Burden of Disease study ranked vision impairment, including blindness, as the third cause among all impairments for years lived with disability visual impairment has enormous social and economic consequences in terms of productivity losses and dependency. Seeing the rapidly increasing burden of low vision (LV) globally, and more specifically, in the developing world, there is a need to have the provision of good quality LV care as a key element of the comprehensive eye service. The assessment of a visually challenged client by an ophthalmologist or optometrist is substantially different from a standard or routine examination in an ophthalmology unit. Eye professionals should be prepared to spend twice or thrice the amount of time spent on routine eye examinations. An accurate assessment of visual, functional, and psychological needs leads to clarity in prescribing appropriate LV devices. LV rehabilitation is the only nonsurgical treatment modality for vision impairment and this review article throws light on this overlooked aspect of eye services.

A meta-analysis of the impact of rail stations on property values: Applying a transit planning lens

• Introduction of 10 new variables to the rail access uplift meta-analysis literature. • Transit expenditure share and network expanse positively impact rail access premiums. • Rent control policies and ethno-racial dynamics affect rail access premiums. • Tests effects of Global Financial Crisis (2007–2009) on rail access premiums. • Expansion of geo-scope of rail access premium comparisons; includes Global South. Access to transit infrastructure is valuable. In areas surrounding rail stations, some of that value gets absorbed by property markets. Since 1970, over 200 case studies worldwide have explored the extent to which transit access impacts property value uplift. However, findings from this body of research vary widely. In an attempt to explain this variation, previous meta-analytic studies have focused on testing the roles that built environment elements, temporal factors, and modelling techniques play in shaping the observed relationship between proximate positioning from rail stations and property pricing. This study expands on these meta-analyses by introducing the first examination of how transit service elements – e.g. frequency, fare, reliability – impact rail-induced residential property value uplift. It further contributes to the literature by expanding the range of geo-comparability of uplift findings across four continents, examining the potential effects of the Global Financial Crisis of the late 2000s, and adding 10 new variables of potential influence not only under the banner of ‘transit service’, but pertaining to neighborhood socio-demographics and housing policy as well. Findings reveal that factors of geography, housing data type, race and ethnicity, rent control policies, rail type, transit cost, and transit network expanse all significantly affect rail access uplift magnitude ranging from depreciating effects of 7.4 percentage points to appreciating effects of 9.6 percentage points. Beyond helping to explain variation across the literature, these findings can be a useful tool for policymakers combatting trends of increasing market-driven displacement from transit-rich areas, those pursuing financing mechanisms for transit infrastructure, and to transit planners concerned with how their decisions may affect matters of housing equity for the communities they serve.

How to select a best-value biological medicine? A practical model to support hospital pharmacists.

DisclaimerIn an effort to expedite the publication of articles related to the COVID-19 pandemic, AJHP is posting these manuscripts online as soon as possible after acceptance. Accepted manuscripts have been peer-reviewed and copyedited, but are posted online before technical formatting and author proofing. These manuscripts are not the final version of record and will be replaced with the final article (formatted per AJHP style and proofed by the authors) at a later time.PurposeWith the growing availability of biosimilars on the global market, clinicians and pharmacists have multiple off-patent biological products to choose from. Besides the competitiveness of the product’s price, other criteria should be considered when selecting a best-value biological. This article aims to provide a model to facilitate transparent best-value biological selection in the off-patent biological medicines segment.SummaryThe presented model was developed on the basis of established multicriteria decision analysis tools for rational and transparent medicine selection, ie, the System of Objectified Judgement Analysis and InforMatrix. Criteria for the model were informed by earlier research, a literature search, and evaluation by the authors. The developed model includes up-to-date guidance on criteria that can be considered in selection and provides background on the allocation of weights that may aid hospital pharmacists and clinicians with decision-making in practice. Three main categories of criteria besides price were identified and included in the model: (1) product-driven criteria, (2) service-driven criteria, and (3) patient-driven criteria. Product-driven criteria include technical product features and licensed therapeutic indications. Service-driven criteria consist of supply conditions, value-added services, and environment and sustainability criteria. Patient-driven criteria contain product administration elements such as ease of use and service elements such as patient support programs. Relative weighting of the criteria is largely context dependent and should in a given setting be determined at the beginning of the process.ConclusionThe practical model described here may support hospital pharmacists and clinicians with transparent and evidence-based best-value biological selection in clinical practice.

Linked administrative data can inform policy and practice: An academic - government research partnership in South Australia.

ObjectiveTo describe how the Better Evidence Better Outcomes Linked Data (BEBOLD) platform has been used to partner with government agencies to generate evidence to support service reform that contributes to improving outcomes for children and families in contact with the child protection system. ApproachData was drawn from the BEBOLD platform, a whole-of-population linked de-identified administrative data platform for all children in South Australia born from 1991-2016 (n~500,000), as well as their parents. Data linked included birth registrations, perinatal statistics, child protection services, family health services, education, youth justice, housing and homelessness, emergency department presentations and hospitalisation, as well as adult drug and alcohol services. ResultsWe present case studies illustrating how the BEBOLD platform has been used to 1) investigate the descriptive epidemiology of child protection contact patterns with a focus on priority populations (e.g. young parents); 2) describe service interactions of child protection populations in a way that highlights prevention potential (e.g. the overlap between public housing and child protection); and 3) identify policy defined target populations to inform contracting of support services (e.g. estimate counterfactual reunification rates for a defined population to inform development of a Social Impact Bond). ConclusionUsing linked data to take an intelligent system view of potential priority populations can inform policy and service delivery in a resource restricted setting. Descriptive epidemiology of child protection contact patterns, population sizes, transitions, and characteristics can aid services to explore elements of service or system design including eligibility criteria.

113 Prevention, Diagnosis, and Management of Fracture Related Infections in Accordance with the BOA FRI Guidelines

Abstract Aim Fracture related infections (FRI) are common and serious complications of musculoskeletal trauma. With average hospital health care costs for infected patients being 6.5 times higher than uninfected patients, FRI poses a significant social-economic burden to the patient and healthcare system. We aim to audit current practice in preventing and diagnosing FRIs and improve management of infections in patients with fractures. The guidelines covered are the British Orthopaedic Association (BOA) FRI guidelines. Method Our sample included patients who suffered an infection as a direct consequence of fracture and/or subsequent surgical management procedures over a seven-year period. Surgical procedures were performed for fractures in 8826 patients. In total, 102 patients with an FRI were reviewed. Audit results and recommendations have been presented at a clinical governance meeting. Results Seven out of sixteen items had poor compliance (<80% compliance). Ultrasound-guided aspiration was done in 21.6% (22/102), even if debridement surgery is delayed. 1.96% (2/102) received adequate advice about responding to a suspected FRI. 56.9% had recommended 2-week antibiotic-free duration before sampling. Our recommendations include pre-written template in discharge documentation providing guidance on responding to a suspected FRI, better communication between microbiology, surgical team, and GPs regarding antibiotic prescription timing, including weekly bone and joint infection MDT review for FRI patients. Conclusions Lowering FRI-related burden requires a three-pronged approach: uniform set of standards for infection prevention in trauma and orthopaedic surgery, robust diagnostic workup for suspected FRI cases, effective management scheme for confirmed FRI cases. These systems should be a key element of orthopaedic trauma service.

SP5.1.4 Prevention, Diagnosis, and Management of Fracture Related Infections in accordance with the BOA FRI Guidelines

Abstract Aim Fracture related infections (FRI) are common and serious complications of musculoskeletal trauma. With average hospital health care costs for infected patients being 6.5 times higher than uninfected patients, FRI poses a significant social-economic burden to the patient and healthcare system. We aim to audit current practice in preventing and diagnosing FRIs, and improve management of infections in patients with fractures. The guidelines covered are the British Orthopaedic Association (BOA) FRI guidelines. Method Our sample included patients who suffered an infection as a direct consequence of fracture and/or subsequent surgical management procedures over a seven-year period. Surgical procedures were performed for fractures in 8826 patients. In total, 102 patients with a FRI were reviewed. Audit results and recommendations have been presented at a clinical governance meeting. Results Seven out of sixteen items had poor compliance (<80% compliance). Ultrasound-guided aspiration was done in 21.6% (22/102), even if debridement surgery is delayed. 1.96% (2/102) received adequate advice about responding to a suspected FRI. 56.9% had recommended 2-week antibiotic-free duration before sampling. Our recommendations include pre-written template in discharge documentation providing guidance on responding to a suspected FRI, better communication between microbiology, surgical team, and GPs regarding antibiotic prescription timing, including weekly bone and joint infection MDT review for FRI patients. Conclusions Lowering FRI-related burden requires a three-pronged approach: uniform set of standards for infection prevention in trauma and orthopaedic surgery, robust diagnostic workup for suspected FRI cases, effective management scheme for confirmed FRI cases. These systems should be a key element of orthopaedic trauma service.

Sustainable Mobility as a Service: Demand Analysis and Case Studies

Urban mobility is evolving today towards the concept of Mobility as a Service (MaaS). MaaS allows passengers to use different transport services as a single option, by using a digital platform. Therefore, according to the MaaS concept, the mobility needs of passengers are the central element of the transport service. The objective of this paper is to build an updated state-of-the-art of the main disaggregated and aggregated variables connected to travel demand in presence of MaaS. According to the above objective, this paper deals with methods and case studies to analyze passengers’ behaviour in the presence of MaaS. The methods described rely on the Transportation System Models (TSMs), in particular with the travel demand modelling component. The travel demand may be estimated by means of disaggregated, or sample, surveys (e.g., individual choices) and of aggregate surveys (e.g., characteristics of the area, traffic flows). The surveys are generally supported by Information Communication System (ICT) tools, such as: smartphones; smartcards; Global Position Systems (GPS); points of interest. The analysis of case studies allows to aggregate the existing scientific literature according to some criteria: the choice dimension of users (e.g., mode, bundle and path, or a combination of them); the characteristics of the survey (e.g., revealed preferences or stated preferences); the presence of behavioural theoretical background and of calibrated choice model(s).

Preferences of Older People With a Life-Limiting Illness: A Discrete Choice Experiment.

There is limited evidence about which elements and characteristics of palliative care service provision improve the experiences of older people living with life-limiting illness. To evaluate older patients' (≥65 years) preferences for elements of services and supports and to explore relationships between patient characteristics and the patterns of preferences. A cross-sectional survey undertaken in Ireland and England using a Discrete Choice Experiment with people accessing specialist palliative care services. A random-effects probit model was used to estimate patient preferences. Of the 77 patients were interviewed, 51 participated in the Discrete Choice Experiment component of the interview (response rate=66%). Participants prioritized support that minimized unpaid caregiver burden (P < 0.001). They also preferred ease of access to services including out-of-hours access (P < 0.001) and free care at home (P < 0.001). Quality of life was prioritized over quantity of life (<0.001). People living with a life-limiting illness value care that focuses on quality of life, ensures barrier-free access to services and provides sufficient support for relatives. In the context of limited resources and growing demand for care, this study provides evidence about the service elements palliative care delivery models should prioritize and evaluate.

Ijarah Collaborative Service Model in Sharia Banking

Ijarah is a contract for the transfer of usufructuary rights over goods or services, through payment of rental wages, without being followed by a transfer of ownership of the goods themselves. The context of ijarah in Islamic banking is a lease contract in which a bank or financial institution leases equipment to one of its customers based on a definite predetermined cost. The research method is qualitative with a comparative study approach. Data collection techniques include observation, documentation, and deep interviews. The object of this research was carried out in the Yogyakarta area. The findings of the ijarah case presented in this study indicate that the services created jointly by customers, service organizations (Islamic banks), and assisting parties divide their roles into sub-roles assigned to individuals. This research provides a basic understanding of the development of a sharia service model, which can complement the current IFM to holistically capture both economic transactions and service elements, which are currently prevailing in the Islamic banking market.

Uji Model SerQual pada Perguruan Tinggi: Survey Empiris Mutu Layanan dan Kepuasan Mahasiswa Fakultas Ekonomi Universitas Widya Dharma Klaten

This study aims to analyze the students’ Faculty of Economics Universitas Widya Dharma satisfaction index by analyzing the gaps in each element of service. The research method is quantitative with the test of gap between expectation and perception of service quality. The respondents were 170 students in the three study programs with purposive sampling technique. The quantitative test was conducted in the form of validity test, item reliability, and Servqual gap test. The research finding shows that all dimensions have a gap value with the largest gap value in the physical evidence dimension. Lecturers and education staff in Economics Faculty Unwidha must be able to improve the service quality with the priority improvements starting from the largest gap value so the students’ satisfaction is created

A model of the overall satisfaction of children escorts using public playgrounds

ABSTRACT The current study aimed to conceptualize the elements influencing children escorts' overall satisfaction using public playgrounds in Greece. Three hundred and four children escorts (n = 304), using playgrounds located in the cities of Central Greece, and one on the island of Lesbos, were questioned. The means of data collection was the questionnaire “Children escorts’ satisfaction from using public playgrounds” (Zaharioudaki & Afthinos [2014]. Ικανοποίηση των συνοδών των παιδιών που ϵπισκέπτονται τις παιδικές χαρές της Κρήτης [Satisfaction of children escorts who visit public playgrounds in Crete]. In 15th HSASMR Conference (pp. 108–110). HSASMR. https://www.elleda.gr/sites/default/files/15o_synedrio_-_2014_0.pdf). The data factor analysis resulted in a model of playground service elements influencing children escorts' overall satisfaction, including “safety”, “maintenance”, “environment stimulating social interaction”, “use of the installation”, “apparatus” and “accessibility”. Furthermore, these identified service elements fitted Tsuji et al. ([2007]. Consumer satisfaction with an action sports event. Sport Marketing Quarterly, 16, 199–208) conceptualization as core and peripheral. Specifically, there was evidence that, for the children escorts to express an overall positive satisfaction attitude toward a public playground, they should first express a positive satisfaction attitude to core service elements such as “maintenance” as well as “apparatus”, and secondarily to the other peripheral service elements.

A Study on the Innovative Use of Blockchain in the Human Resources Service Industry

The growing maturity of block chain in the context of the big data era has provided new opportunities for the development of the human resources service industry. This paper analyses the problems of the traditional HR service industry from the emerging technology of block chain and innovatively combines block chain technology with HR service industry, conceives a HR service platform based on block chain technology, and uses this platform as the center to connect job seekers, enterprises, partners, and the government, and actively explores the innovative application of block chain technology in HR service industry. The concept of “user profiling” provides new ideas and new ways to realise precise knowledge services for innovation and entrepreneurship. Under the strategic background of the Internet +, mass entrepreneurship, and innovation, we integrate precise service elements into the field of personalised knowledge services for innovation and entrepreneurship, establish a user portrait model for innovation and entrepreneurship, dig deeper into the information resources and knowledge service needs of users for innovation and entrepreneurship from the perspective of portrait, and build a precise knowledge service model that fits the knowledge needs of users for “dual innovation.” It also proposes the implementation and guarantee strategies of the precise knowledge service model for innovation and entrepreneurship based on the dimensions of the concept, resources, users, and services.