scholarly journals Analyzing the Interaction of Barriers in E-Governance Implementation for Effective Service Quality: Interpretive Structural Modeling Approach

2018 ◽  
Vol 7 (1) ◽  
pp. 59-75 ◽  
Author(s):  
Anchal Gupta ◽  
Pradeep Kumar Suri ◽  
Rajesh Kumar Singh
Keyword(s):  
Service Quality ◽  
Causal Model ◽  
Implementation Strategies ◽  
Structural Modeling ◽  
Implementation Barriers ◽  
Interpretive Structural Modeling ◽  
Effective Implementation ◽  
The Relationship ◽  
Effective Service

E-Governance is being encouraged in most of the countries of the world for providing effective e-services to their citizens. In India, many planned e-governance projects under the National e-Governance Plan (NeGP) could not be implemented effectively due to various implementation barriers. In this study, the objective is to identify and analyze the key barriers which impede effective implementation of Indian e-governance projects. Based on literature review and experts’ opinion, 14 key barriers in the implementation of e-governance are identified. This is the first type of article where the causal model for understanding the relationship among identified barriers is developed by using interpretive structural modeling (ISM). Then, further, the barriers are categorized as drivers, dependent, autonomous, and linkage variables based on their driving and dependence power with the help of MICMAC Analysis. Out of 14 barriers, 6 have been identified as dependent barriers, 6 as driver barriers, and 2 as linkage barriers. No barrier is identified as autonomous barrier. Lack of political will is found to be the most crucial driving barrier in implementing e-governance projects. This study is expected to provide useful inputs to practitioners in terms of crafting better implementation strategies for better service quality of e-governance initiatives.

Interpretive Structural Modeling (ISM) and its application in analyzing factors inhibiting implementation of Total Productive Maintenance (TPM)

2015 ◽  
Vol 32 (3) ◽  
pp. 308-331 ◽  
Author(s):  
Prasanth S. Poduval ◽  
V. R. Pramod ◽  
Jagathy Raj V. P.
Keyword(s):  
Action Plan ◽  
Structural Modeling ◽  
Total Productive Maintenance ◽  
Interpretive Structural Modeling ◽  
Content Type ◽  
Organization Management ◽  
Inhibiting Factors ◽  
Quality Of Products ◽  
The Relationship

Purpose – The purpose of this paper is to highlight the application of Interpretive Structural Modeling (ISM) to analyze the barriers in implementation of Total Productive Maintenance (TPM). TPM is explained in brief with emphasis on maintenance programs to improve quality of products, reliability of processes and reduction in cost. Barriers in implementation of TPM are also discussed. Concept of ISM and steps in developing ISM are described in detail. The authors then illustrate the research methodology which involves applying ISM to analyze barriers in TPM. Design/methodology/approach – The paper starts off by describing the concepts of TPM and ISM. Barriers in implementation of TPM are discussed. It explains ISM as a methodology to understand the underlying interrelationship among the inhibiting factors. The authors draw up an action plan to carry out research on the usage of ISM to study the TPM inhibitors, to develop an integrated model to establish the relationship among the different TPM inhibiting factors and to suggest action plan to mitigate these factors. Findings – Interpretive Structural Modeling (ISM) can be used to analyze the driving and dependence power of the variables inhibiting implementation of TPM. The barriers to implement TPM are described with detailed explanation. The complexity of the problem and the degree of interconnection among the variables can be found out. This will help Managers take action on mitigating the barriers. Practical implications – By analyzing the interrelationships among the barriers and their strengths, management can chalk out the strategy to implement TPM in an organization. Management will become aware of the barriers which have the maximum influence and then can act accordingly to mitigate these barriers. This will help in implementing TPM faster and in an organized manner. Originality/value – Many authors have used ISM to study various issues. A couple of authors have used ISM to determine barriers in implementation of TPM. The authors feel that most of the papers describe ISM in brief making it slightly difficult for readers to understand. This paper aims to explain elaborately step-by-step on how to develop an ISM making it easier for researchers to understand the ISM concept. Even though there are papers on TPM and difficulties in implementation of TPM, this paper explains the barriers in implementing TPM based on the experience of the corresponding author having worked in the refinery industry.

Service quality in the healthcare sector: do human resource management practices matter?

2020 ◽  
Vol 26 (2) ◽  
pp. 1-9
Author(s):  
SC Jacob ◽  
J Manalel ◽  
MC Minimol
Keyword(s):  
Service Quality ◽  
Human Resource ◽  
Structural Equation ◽  
Management Practices ◽  
Causal Model ◽  
Employee Performance ◽  
Healthcare Sector ◽  
Hr Management ◽  
The Relationship

Background/aims Service quality in hospitals is determined by the quality of staff interactions with patients. Human resource (HR) management practices play a significant role in the recruitment and retention of high calibre hospital staff. This study aimed to investigate how HR management practices affect employees' performance-related outcomes, such as their commitment to delivering a good standard of care and their perceptions of the quality of service that their hospital provides. Methods An integrated causal model was designed and tested by surveying the staff of hospitals in India. A total of 1236 usable response sets were analysed through structural equation modelling to test the relationships between HR management practices and employee performance-related outcomes. Results All but two of the relationships described by the model were found to be significant. The relationship between employees' commitment to their organisation and their perceptions of the service's quality and the relationship between HR management practices and employee commitment to delivering good service quality were found to be non-significant. Conclusion The integrated causal model could help healthcare managers to identify and strategically plan HR management practices to target desired employee performance-related outcomes in the hospital sector.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

scholarly journals Impact of Information and Communication Technology on Service Quality of Banking Sector: A Comparative Study of Private and Public Sector Banks in Gwalior and Chambal Region

2017 ◽  
Vol 7 (1) ◽  
pp. 20
Author(s):  
Anil Vashisht
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Public Sector Banks ◽  
Effective Implementation ◽  
Private And Public ◽  
Information And Communication ◽  
The Impact ◽  
Adoption Pattern

<div><p><em>This paper studies the impact of IT in the service quality of banking sector. The purpose of the intended research involves determining bank adoption pattern of electronic media, factors constituting drivers and inhibitors for bank adoption, dimensionality of e-banking services quality as affected by IT, and customer adoption of such services. The study has also highlighted the determinants of service quality are directly influenced by IT and to explore what are the enabling and retarding factors for effective implementation and upsurge of IT system in banks.</em></p></div>

Factors affecting strategic plan implementation using interpretive structural modeling (ISM)

2018 ◽  
Vol 31 (5) ◽  
pp. 406-414 ◽  
Author(s):  
Mohammadkarim Bahadori ◽  
Ehsan Teymourzadeh ◽  
Hamidreza Tajik ◽  
Ramin Ravangard ◽  
Mehdi Raadabadi ◽  
...  
Keyword(s):  
Strategic Planning ◽  
Planning Process ◽  
Strategic Plan ◽  
Structural Modeling ◽  
Interpretive Structural Modeling ◽  
Plan Implementation ◽  
Content Type ◽  
Factors Affecting ◽  
Strategic Planning Process ◽  
The Relationship

PurposeStrategic planning is the best tool for managers seeking an informed presence and participation in the market without surrendering to changes. Strategic planning enables managers to achieve their organizational goals and objectives. Hospital goals, such as improving service quality and increasing patient satisfaction cannot be achieved if agreed strategies are not implemented. The purpose of this paper is to investigate the factors affecting strategic plan implementation in one teaching hospital using interpretive structural modeling (ISM).Design/methodology/approachThe authors used a descriptive study involving experts and senior managers; 16 were selected as the study sample using a purposive sampling method. Data were collected using a questionnaire designed and prepared based on previous studies. Data were analyzed using ISM.FindingsFive main factors affected strategic plan implementation. Although all five variables and factors are top level, “senior manager awareness and participation in the strategic planning process” and “creating and maintaining team participation in the strategic planning process” had maximum drive power. “Organizational structure effects on the strategic planning process” and “Organizational culture effects on the strategic planning process” had maximum dependence power.Practical implicationsIdentifying factors affecting strategic plan implementation is a basis for healthcare quality improvement by analyzing the relationship among factors and overcoming the barriers.Originality/valueThe authors used ISM to analyze the relationship between factors affecting strategic plan implementation.

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