Service Channel Research Articles

Process quality matters: investigating the inherent characteristics of quality and performance in digital, physical and omnichannel services

PurposeIn the literature, quality and performance have primarily been analyzed at a micro level, particularly within individual service channels. This study aims to explore the meta-level differences between service channels in terms of quality relevance and performance in service organizations.Design/methodology/approachQuality relevance was measured using meta-level quality factors from the TIHPS framework and assessed by their impact on the performance of service organizations while exploring differences between digital, physical and omnichannel services through a partial least squares structural equation model.FindingsThis exploratory study reveals the high relevance of process quality on performance in physical, digital and omnichannel services. Notably, the transition from physical or digital services to an omnichannel service amplifies the importance of process quality. This finding aligns with the theoretical understanding of the relevance of process quality in service organizations. Furthermore, the study shows that quality relevance and performance vary significantly depending on the service channel.Practical implicationsService providers should prioritize lean and efficient processes in omnichannel services. The outcome of an omnichannel service is significantly influenced by the quality of employees’ work, emphasizing the essential nature of employee training in omnichannel services. Digital services should focus on the quality of technologies, and information quality should be given particularly high priority in physical services.Originality/valueThe meta-level differences between service channels in terms of inherent quality and performance characteristics have not yet been explored in the literature. This paper addresses this research gap.

Do Bank Linkages Facilitate Foreign Direct Investment? An Analysis of Global Evidence

Foreign direct investment (FDI) is essential for enhancing economic resilience and promoting sustainable development. However, inefficiencies in financial connectivity and capital allocation have hindered the facilitation of FDI. Bank linkages between countries in the global sectors of multinational enterprises (MNEs) offer potential solutions to these challenges. In this paper, we focus on whether sustainable FDI can benefit from consolidating bank linkages, which are measured for each pair of countries in each year as the number of bank pairs in both countries that are connected through cross-border syndicated lending. Using the gravity model, we provide empirical evidence based on cross-border data to support the following conclusions: (1) Bank linkages can sustainably enhance the host country’s attractiveness to FDI through information, external financing, and international financial services channels. (2) This positive effect is pronounced in host countries with lower financial development, weaker institution quality, and higher investment risk while remaining insignificant for OECD countries. (3) Bank linkages exhibit a lagged impact on FDI, but newly established bank linkages are more conducive to inward FDI than those established earlier. In this paper, we offer some policy implications for emerging economies and suggest that emerging economies should continue to deepen their financial openness and strengthen international bank links through various means to attract more inward FDI.

Innovative Regional Services and Heterogeneous Communication Channels: Results from the Nationwide German egePan Project for Pandemic Management.

Background: In the COVID-19 pandemic, novel regional services and communication channels emerged across all sectors of the German healthcare system. To contribute to pandemic preparedness, this study aims to describe newly established services in response to the COVID-19 pandemic from a stakeholder perspective and to examine the interprofessional communication channels, applying a nationwide cross-sectional approach. Methods: A nationwide sample of German healthcare stakeholders comprising general practitioners, associations of statutory health insurance physicians, hospital medical directors, local health departments, rescue coordination centres, medical directors of emergency services, outpatient nursing services, nursing homes, community care access centres, and hospital nursing managers was surveyed. A web-based questionnaire asked for their level of participation in newly implemented regional COVID-19 services and communication channels. Stakeholders' level of recommendation was measured using the Net Promotor Score (NPS), a metric that assesses their satisfaction towards the services surveyed. Results: In total, 1312 healthcare stakeholders participated in the survey. Diagnostic centres (23.0-90.9%), COVID-19 wards in hospitals (40.5-92.1%), emergency medical vehicles designated solely for COVID-19 patients (16.5-68.4%), and crisis intervention teams (11.6-30.6%) exhibited the highest rates of engagement. The services receiving the highest recommendation for future use were COVID-19 focus practices (NPS: 33.4-43.7), COVID-19 wards in hospitals (NPS: 47.6-84.4), transportation of COVID-19 patients exclusively by predefined professional groups (NPS: 12.5-36.4), and newly implemented digitally supported nursing services (NPS: 58.3-100.0). Telephones emerged as the most frequently used communication channel (58.0-96.7%), while email was the primary digital channel (23.7-81.5%). Conclusions: During the COVID-19 pandemic, Germany experienced significant variation in the implementation of pandemic-related services across healthcare sectors, with stakeholders prioritising services built on existing healthcare structures. Developing a proactive digital infrastructure to connect healthcare professionals from different sectors is crucial for better future pandemic management.

The Impact of channel role on the outsourcing of after-sales service with asymmetric retailer competition

After-sales service is support provided to a customer after purchase, which potentially leads to higher customer satisfaction and is demand-enhancing. Using a game-theoretic model in which a manufacturer determines its after-sales service and distribution channel strategies in the presence of two asymmetric retailers, we identify channel position as an important criterion in determining the outsourcing of after-sales service. Specifically, outsourcing to a third-party provider, due to its lack of channel interaction, is never an optimal choice for the manufacturer unless the third-party has a significant cost advantage in providing after-sales service. However, because of the channel role of the retailers, the manufacturer outsources to the large retailer rather than undertaking the after-sales service in-house, when the competing small retailer is less competitive and the cost of service provision is high. The trade-off between the manufacturer outsourcing the service and undertaking that in-house involves whether the manufacturer accommodates the small retailer in the market. When service provision is outsourced, the large retailer enjoys a lower wholesale price if the small retailer is present, and therefore the large retailer subsidizes the manufacturer to induce the manufacturer to accommodate the small retailer. However, the manufacturer, when undertaking the service by itself, forgoes the small retailer. Finally, we show that when the manufacturer adopts a multi-retailer distribution channel, the large retailer benefits because improved after-sales service increases demand and consumer valuation of the product. We also demonstrate the robustness of our key results in multiple extensions.

Assessing Omnichannel Service Quality in the Public Sector

ABSTRACTServices in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the perceived quality of public sector omnichannel services. The goal of this paper is to develop and empirically validate an instrument to fill this research gap. The key contribution of this paper is the Technology, Information, Human, Process, System (TIHPS) framework, which represents the first instrument designed to assess the quality of public sector omnichannel services. An empirical validation using responses from 365 service recipients supports the validity and robustness of this instrument. We discuss how the TIHPS framework can be useful to governments, practitioners, and researchers alike.

Methodical approach to determining the main parameters of the evacuation system for the wounded with the use of different types of transport

The timeframe for evacuating the wounded is a critical factor that largely determines the fate of a wounded soldier. Even at the initial stage of the war waged by the russian federation against Ukraine, there were almost no frontline ambulances, and there was a critical shortage of ambulances. At present, despite significant efforts to provide the Armed Forces of Ukraine with weapons and military equipment, as well as material and technical means, including medical equipment and property, in particular through international technical assistance, the problem of the lack of the required number of specialised medical evacuation vehicles has not been fully resolved. From this point of view, the issue of correct formulation of requirements for the rational composition and specially equipped various types of vehicles (including sanitary transporters, ambulances), including general use, the system of evacuation of the wounded, and determining the possibility of its further improvement through the methodological apparatus is relevant. The purpose of the article is to present a methodological approach to determining the main parameters of the system of evacuation of the wounded of an operational group of troops with the involvement of various types of transport. The formation of a model of the casualty evacuation system as a mass service network (MSN) will minimise the time spent waiting for medical care by wounded personnel, determine the rational composition of forces and means of the tactical casualty evacuation system. To model the system and processes of evacuation of the wounded from the battlefield during hostilities, including their transportation to medical facilities located in the depths of the third logistics zone, the mathematical apparatus of the theory of mass service was used. In particular, we are talking about the devices of queuing systems (QS) and MSN. The existing system of military evacuation of the wounded and sick is a four-tier system in which all wounded with moderate and severe severity are evacuated. Based on this, the system of evacuation of the wounded can be represented as an MSN, which has a number of features. First of all, this MSN is an open queuing network (OQN), i.e. the flow of requests to enter the network is unlimited, homogeneous and comes from an external independent source. As a result of the calculations, data were obtained on the values of network parameters (average number of applications in queues – 119.47 applications/hour, average number of applications in the network – 158.53 applications/hour, average waiting time for applications in queues for service – 11.95 hours, average time of application stay in the network – 15.85 hours) and the parameters of each QS operating in the MSN – transmission coefficient, incoming flow intensity, load factor, average number of busy channels, average number of applications per QS, average queue length, average waiting time for an application in the service queue, average time for an application to stay in the QS. Analysing the calculated data, from the point of view of creating a rational OQN, the casualty evacuation system achieves maximum efficiency when its productivity in processing the incoming flow of requests is maximised, and the minimum values of such parameters as the number of requests for service in the queue and the number of service channels operating in the network are minimal.

Understanding after-market service channel selection for complex product-services supply chains: A game-theoretical approach

Today, cooperation between an OEM (Original Equipment Manufacturer) of Complex Products and Systems (CoPS) and her multiple Key Component Suppliers (KCSs) is characterized by a strategic partnership where long-term benefits are sought for both parties. Since CoPS after-market service can be provided by the KCS, the OEM, or an MRO (Maintenance, Repair, and Overhaul) party, different after-market service channels can be established. In this paper, we model each of these channels using game theory, compare their main features, and discuss the selection of the optimal after-market service channel. We show that the duration of the after-market service is not influenced by the service channel if the service cost remains constant. If the after-market service costs are equal for all parties, each party would prefer the other to perform the service. In the case of different costs, both the cost of the service and potential market size have the same effect on the OEM’s preference for the after-market service channel as on the CoPS ordered quantities. Furthermore, OEM and KCS after-market service channel preferences depend on market size, and “win-win” situations are discussed for the different channels, along with their impact on the long-term stability of the strategic partnership between KCS and OEM. Finally, a sensitivity analysis is carried out to examine the impact of several key parameters. The results presented in the paper serve to deepen the understanding of complex product-service systems and offer a number of managerial insights to select an appropriate after-market service channel for KCSs.

Assessing and Implementing Efficient Queuing Methods to Address Traffic Congestion at Shekhi-Choli Intersection in Erbil City

Queuing theory is the best way for estimating waiting lines for many phenomena in different fields. Queuing models are used to make decisions on determining the traffic flow in order to avoid congestions in the streets; therefore, it is a useful tool for resolving these issues, which is the objective of this paper. The intersection of Shekhi-Choli in Erbil was undertaken to determine the appropriate queuing models for incoming street lines at the intersection, as well as to solve the problem of a constrained queuing line with excessive wait durations. This intersection is important because it connects three roads that provide access to and from Erbil's big bazaar. Data were obtained from the chosen intersection for 12 days from 3 to 5 PM daily. EasyFit software version 5.4 and TORA software version 2 were used to analyze the data. The primary performance metrics were identified, and optimal queuing models were chosen to service drivers. The empirical distribution of automobile arrivals and departures is a Poisson distribution, with traffic intensities of 92%, 88%, and 80% for the first line (Barzani Namr str.), second line (Shekhi Choli str.), and last line (Sultan Muzaffar str.), respectively. Queuing models involve key features, such as population size, queuing discipline (SIRO, LCFS, FCFS, GD), arrival process, waiting process, and service channels. The Shekhi-Choli Intersection's current queuing scheme to service drivers is (M/M/1):(FCFS/∞/∞) model. As a result, the Erbil traffic police division must decide to provide suitable instruction for the first and second lines in order to minimize driver waiting time. To obtain more reliable information and findings, new studies should be conducted on the same site for three periods of time (morning, afternoon, and evening), in addition to other crowded intersections in Erbil city.

Pricing and Service Decisions of Products in a Dual-Channel Supply Chain Introducing Ship-to-Store

This study investigates the optimal pricing and service decisions when implementing ship-to-store (STS) in a dual-channel supply chain comprising one BM store and one manufacturer. Homogeneous products within the market are categorized into mainstream and niche products. The effects of consumer service sensitivity, channel preference, and degree of personalization on optimal decisions and profitability are analyzed, followed by numerical simulation and analysis. It is found that (1) the supply chain should charge high prices for mainstream products and low prices for niche products to maximize profits. (2) Implementing STS is conducive to expanding niche products in the market when facing highly service-sensitive consumer groups. (3) Based on highly service-sensitive consumer segments, supply chains are more profitable implementing STS strategies in a centralized decision-making model than in a traditional dual-channel one; however, under decentralized decision-making, it is only profitable to implement an STS strategy if consumers have a low level of personalization and have a particularly pronounced preference for online direct marketing channels.

Digital Technology Reshapes the Tax Collection and Administration System: Impacts, Challenges and Future Prospects

With the rapid development of digital technologies, their profound impact on the global economy and social structure has become increasingly evident, and the tax collection and administration system is no exception. This paper aims to comprehensively examine how digital technologies reshape the tax collection and administration system, deeply analyze their far-reaching effects on collection efficiency, tax compliance, and tax services, and reveal the challenges encountered in the process as well as potential solutions. Firstly, the paper outlines the basic principles and characteristics of digital technologies such as big data, artificial intelligence, and blockchain, and showcases their widespread applications and achievements in the field of tax collection and administration through domestic and international practical cases. Subsequently, the paper delves into the multidimensional impacts of digital technologies on the tax collection and administration system. On the one hand, they drive innovation in collection models, facilitating the transition from traditional to modern and manual to intelligent approaches. On the other hand, by optimizing data collection, processing, and analysis processes, digital technologies significantly enhance collection efficiency. Additionally, they strengthen the transparency of tax policies and regulatory efforts, thereby promoting taxpayer compliance. Furthermore, the application of digital technologies enriches tax service channels, elevates service quality, and better satisfies taxpayers' diverse and personalized needs. However, the advancement of digital tax collection and administration also confronts numerous challenges, including technical issues such as data security, technical compatibility, and privacy protection; legal and institutional challenges related to adaptability and systemic barriers; as well as societal acceptance challenges concerning cognitive and attitudinal changes among taxpayers and tax officials. In response to these challenges, this paper proposes specific strategies such as strengthening technological innovation, improving laws and regulations, and enhancing social awareness and training, aiming to provide robust support for the sustainable development of digital tax collection and administration. Looking ahead, as big data, artificial intelligence, blockchain, and other technologies continue to mature and expand their applications, the tax collection and administration system will undergo even more profound transformations. The paper predicts the future development trends of these technologies and envisions their enormous potential in enhancing tax collection efficiency, promoting tax fairness and transparency, and strengthening international cooperation and exchanges. Finally, the paper summarizes the research findings, emphasizes the theoretical and practical value of the study, and proposes issues and areas worthy of further exploration in the field of digital tax collection and administration.

Unlocking the omnichannel shopping myth: can service convenience, shopping value and channel congruence strengthen perceived trust and satisfaction?

PurposeThis study broadens the understanding of how omnichannel service convenience, shopping value and channel congruence affect customer perceived trust and satisfaction and, in turn, affect selection intention after an omnichannel shopping experience.Design/methodology/approachTarget participants were recruited based on previous purchases from the Japanese clothing brand Uniqlo. A questionnaire was distributed via social media. In total, 341 valid responses were collected for structural equation modelling (SEM).FindingsThe results revealed that in omnichannel shopping context, perceived trust and satisfaction are positively affected by service convenience and shopping value and are especially affected by channel congruence. Further analysis showed that perceived trust and satisfaction have a positive effect on omnichannel selection intention, with satisfaction playing a mediating role in the relationships of omnichannel service convenience, shopping value and channel congruence with omnichannel selection intention.Originality/valueThis study contributes to the literature on omnichannel customer behaviour by shedding light on the antecedents of intention to select omnichannel retailers from the customer’s perspective.

Impact of Core Banking Solutions in Public Sector Bank comparison with HDFC Bank

A study has been analysed the “Impact of core banking solutions in public sector bank comparison with HDFC bank.” There is no significant relationship between customers perception towards dimensions of service quality of core banking solutions offered by public sector and private banks. A method was used to random sample was conducted on 2 respondents selected from Bhagalpur district and the primary data was collected from 60 respondents (customers) of core banking solutions, public sector and HDFC banks selected from Bhagalpur district. In order to draw the conclusion, the primary data collected through interview schedule from the customers of core banking, public and sector banks comparison with HDFC bank and analysed with the help of statistical tools. The study reveals the respondents positively view about the core banking services offered by public and HDFC bank respondents positively view about the customers using selected channel of core banking services towards public bank and HDFC bank.

Take-away and sit-down service operations under inequity aversion

Profit contributed by take-away service has become an increasingly essential element of the restaurant operating revenue. Since take-away service usually relies on the third-party platform and there are many differences between the cost of take-away service and that of sit-down service. We focus on the restaurant which provides both sit-down service and take-away service, the service system is modeled as a two-stage tandem queueing system. We study the restaurant’s optimal capacity level for each stage. Besides, as there exist price/waiting time difference between the two services, inequity aversion is also investigated in our model. We study symmetrical and asymmetrical inequity aversion. We find that the optimal service capacity consists of two parts, base capacity and safety capacity. And the loss resulted from waiting time lag is equal to the waste of resources caused by fluctuations in arrival rate. Further, when customers really long for the restaurant, even if high price will lead to severe inequity aversion, restaurant can always earn more by raising the price in service channel with high revenue. While when customers are indifferent of the restaurant and the others, the price gap is meant to result in revenue decrease. In addition, reduction in customers’ susceptibility can help to enhance operation profit in general. Market environment plays a decisive role in choosing the optimal service level.

Strategi Bank Syariah Indonesia Mempertahankan Nasabah Melalui Handling Complaint Di BSI KCP Purwokerto

Customer Service is a very important aspect in the banking world. Therefore, banks must focus on providing services to customers. Because good service is a bank's strategy to retain its customers. This study aims to describe the Strategy of Bank Syariah Indonesia to Retain Customers Through Handling Complaints at BSI KCP Purwokerto through the role of customer service in handling complaints in order to retain customers. The type of field research with a qualitative descriptive approach. Data collection techniques consist of observation, interviews, and documentation. This study uses data collection methods, data reduction, data presentation, and drawing conclusions as data analysis techniques. The results of this study indicate that customer service plays a very important role. The role of customer service in handling complaints is as a channel for problem information and solution services. To retain customers, customer service must provide friendly service, approach, and really look for solutions and alternatives to solve problems that occur so that customers feel comfortable and satisfied. So that it can retain customers, both new and old customers

‘Do not be Deteriorated by service failures, Learn from them and start managing it’: Conditions and mechanisms for managing online service failures

Online consumers rely on two hospitality channels, direct websites and online travel agents (OTAs), to search for and book hospitality services. Although these online service channels improve service delivery efficiency, service failures have become common and unavoidable. Although online service failures and recovery efforts have received significant research attention, studies have ignored whether customer evaluations following a service failure differ based on the type of failure (informational, functional, or system) occurring in different online service booking channels (direct or OTA). Additionally, despite the significance of customer participation in service recovery, no research has examined the suitability of different recovery types based on varying levels of customer participation, such as firm, joint, and customer recovery. Thus, utilising three between-subjects experiments, this study demonstrated that information failures are more detrimental in a direct channel, whereas functional failures are more harmful to OTAs. However, system failures affect both platforms equally. The results also revealed that firm recovery is most appropriate when an information failure occurs in a direct channel. Joint recovery is suitable for functional failures in OTAs, while customer recovery is sufficient to rectify system failures. Finally, customer expectations (outcome, process, and cost) drive these positive outcomes. This research offers unique contributions to the literature and managerial practice on online service failure and recovery.

SOFTWARE ARCHITECTURE SYSTEM DESIGN FOR THE MASS SERVICE SYSTEMS MODELING TO BE IMPLEMENTED IN GO PROGRAMMING LANGUAGE

The subject of the article is the methods and approaches to organizing the architecture of software implementation designed for modeling the behavior of mass service systems. The goal of the work is to design a software architecture for implementation in Go language, intended to replicate the behavior of various types of mass service systems, without considering the failure of individual service channels, using parallel computing. The article addresses the following tasks: consider the basis for designing the architecture and conclude its appropriateness; develop requirements for the future software product for more effective resource use and clear definition of successful completion; analyze the approaches to organizing software architecture and make a justified decision on the application of one of them; design a general algorithm scheme taking into account all requirements; identify the components of the modeled system and their interactions; build process diagrams considering the specifics of the Go programming language; define the method and contracts of interaction with the software. The research will utilize the following methods: Go programming language, concurrency, architectural UML diagrams, C4 diagrams, process diagrams. The following results were obtained: the requirements for the software for modeling mass service operations (SMO) were defined; common approaches to organizing architecture were considered and a comparative analysis was conducted; the structure of the future program was developed at the necessary levels of abstraction; for the first time, an architecture of the software product for modeling various mass service systems using parallel computing and the concurrency approach under the implementation in the Go programming language was proposed.

Spectrum and Energy Efficiency in CRNs Using Dynamic Channel Reservation and Komodo Mlipir Optimization

Cognitive Radio Networks (CRNs) block new arriving services and remove existing services to increase the spectrum efficiency. Particularly, Secondary Users (SUs) experience a decline in service deprivation in the arrival of Primary Users (PUs). To overcome this, a Spectrum and energy Efficiency in Cognitive Radio Networks using Dynamic Channel Reservation and Komodo Mlipir Optimization (SE-KMOA-CRN) is proposed. The proposed method splits reserved and non-reserved bands from the accessible spectrum. Numerous channels from the non-reserved band are dynamically assigned to the reserved band to support services that experience disruptions when functioning on non-reserved band. From the non-reserved band, a count of channels dynamically assigned to the reserved band to support services that experience disruptions when functioning on the non-reserved band. It enables priority-based channel assignment and termination while providing dynamic access to the obtainable spectrum. Here, Allocation of channels to Reserved Band CRN using Dynamic Channel Reservation Algorithm (DCRA). Komodo Mlipir Optimization Algorithm (KMOA) is employed for Service selection and Channel restoration. The proposed SE-KMOA-CRN method is modelled utilizing Continuous Time Markov Chain (CTMC) with mathematical equations for some quality of service (QoS) factors is obtained. The SE-KMOA-CRN approach attains higher Throughput, lower End-to-End Delay, higher Energy Efficiency, greater spectral efficiency and higher Packet Delivery Ratio compared with existing methods, like Multiple objective optimization for spectrum along energy efficacy trade-off in IRS-assisted CRNs using NOMA (SE-MOO-CRN), Energy efficacy in CRN utilizing cooperative spectrum sensing under hybrid spectrum handoff (SE-TOA-CRN) and Energy-effectual cross-layer spectrum sharing on CR green IoT (SE-CRG-CRN) respectively.

Customer Care-Specific Attributes and The Performance of Quoted Deposit Money Banks in Nigeria

This study assesses the relationship between customer care-specific attributes and the customer growth of quoted deposit money banks in Nigeria. In this study, a cross-sectional survey, which is a quasi-experimental method, was employed. This study encompasses the entire Survey Respondents of 105 sample staffs and their bank customers of the 14 quoted money deposit banks in Nigeria, serving as the accessible population for the study. Data Collection Method was the Primary Data Collection designed questionnaire. The Likert scale, consisting of response options such as Strongly Agree, Agree, Disagree, and Strongly Disagree, was employed. The study used Spearman's rho correlation to observe the statistical significance at 1% level. The result showed that p-values for all correlations are highly significant (p < 0.01), suggesting strong evidence that these relationships are meaningful. This provides confidence in the model's fitness in terms of statistical significance in the given results, with the highest being between customer growth and the number of financial products (0.494), indicating a moderate positive relationship. The coefficients show the strength of the relationships, with high values indicating stronger associations. The model's relationships are robust and not due to random chance, indicating good fitness. It was recommended that banks should ensure that customer service personnel are accessible, responsive, and effective by investing in convenient customer service channels. They should regularly provide training and development opportunities for bank customer service personnel to ensure that they can handle customer inquiries and issues effectively. They should recognize and reward the efforts of bank customer service personnel with fair and competitive salaries and benefits to motivate and retain top talent. They should also diversify the range of financial products offered by banks to meet varying customer needs and attract a broader customer base.

THE FREIGHT FORWARDING OPERATIONS WITH BULK CARGO IMPROVEMENT

Abstract. The article considers the technology of bulk cargo transportation option by accelerated trains, based on two separate routes that allow delivering goods to the countries of the European Union by land in the West of our country and through the ports of the Black Sea coast. Approaches that allow not only to choose the best option for the bulk cargo transporting by accelerated trains technology, but also improving the vehicles use under the conditions of limited resources are considered. The rationality of measures to improve the quality of freight transportation organization is not only the economic effect from freight charges, but also the time of delivery. The analysis of the generalized economic-mathematical model of container trains, that includes the main criteria and parameters taking into account the technical equipment of the chain and the technology of transit flows, when service channels of different capacity in can exist each part of the logistic transport chain, with different costs and effects on the development of road traffic. The model of a freight container train proposed in this section improves the technology for the goods in containers transportation by the railways. During the delivery and export of goods by vehicles model development, it is necessary to take into account the fact that under present conditions, the volume of small-scale transport is almost zero. This is because they are expensive (high transport fee), have low product safety and long delivery time. Almost all of them are now transported by road, so it is not recommended to consider them as a promising direction in the further development of services for the import and export of goods. After calculating the savings from car turnover by containers acceleration, it was found that shipping containers in a block container train is much more efficient than in a block group, as cargo delivery times are faster, ranging from 8.05 to 9.08 days. We get savings from acceleration of car turnover by containers for a year within 430 - 450 thousand UAH. Economic consequences of introduction of container trains in Ukraine for 5 years of operation is 1 965 128 UAH for the route (S1) and 1 979 142 UAH for the route (S2). The proposed approaches prospect of development may be clarified by predicting the volumes of transport and the costs of components associated with the transport of goods in containers, by using stochastic modeling methods and artificial intelligence.

Optimizing Paylater Service Design with Service Quality Approach Using Factor Analysis and Analytical Hierarchy Process Methods

The automotive business is one of the businesses that experienced a difficult time during the Covid pandemic and gradually increased after the pandemic along with the increasing need for transportation. The aftersales service business has a considerable revenue contribution to the company, but the competition in this business is very tight, considering the cost of service at authorized workshops is more expensive compared to non-authorized workshops. To increase people's interest in using the after-sales service at PT Astra Isuzu, transformation is needed related to service, service quality and payment channel. PT Astra Isuzu already has an e-wallet called AstraPay, which works together with Maucash paylater. However, this digital payment platform has not been utilized as a payment channel for aftersales service. This research aims to identify and prioritize customer needs related to paylater payment methods. The method used in this research consists of 2 (two) stages, namely factor analysis and Analytical Hierarchy Process (AHP). The factor analysis method is used to determine the factors that have a positive and significant effect on interest in using paylater by identifying and measuring factors that are thought to have an effect. Furthermore, these factors are made into quality dimensions through Service Quality. While the AHP method is used to determine the priority ranking of the results of factor analysis by weighting. So that the results of factor analysis will be the basis for determining criteria in the AHP method. Data collection in this study used a questionnaire method with respondents being Isuzu vehicle service users. Focus group discussion was also conducted by involving the management of PT Astra Isuzu. By using factor analysis method, it was found that from 15 indicators were reduced to 9 indicators which were grouped into 3 components or factors. Furthermore, for the 9 indicators, AHP weighting was carried out, in which the 3 most important priorities for paylater design were the speed of handling customer complaints, Service Advisor providing information about paylater to customers and followed by a smooth and stable internet network at Astra Isuzu.