How Does Mobile Page Speed Shape in-between Touchpoints in the Customer Journey? A Research Regarding the Most Trusted Retailers in Romania

In the digital age, retailers face umpteen challenges, finding it increasingly difficult to fulfil the customer requirements. Studying the most trusted online stores in Romania, the authors aimed to identify the opportunities and the challenges for retailers in the connected consumer’ journey, analyzing the page load speed of the in-between touchpoints in the pre-check-out phase on smartphones. In this regard, comparative analysis and content analysis were performed, taking into consideration eight performance indicators, namely, first content paint, first input delay, largest contentful paint, cumulative layout shift, performance score, speed index, time to interactive, and total blocking time. Three platforms were used to run the tests, the generated data allowing the identification of the necessary enhancements to ensure a continuous consumer journey. The study revealed that the selected in-between touchpoints need major improvements to provide a satisfying consumer experience on a smartphone. The scientific contribution of this article consists of presenting 14 opportunities designed for retailers. By implementing them, for every 0.1 s saved, the conversion rate can increase by 8% due to emotional mitigation with technological performance improvements. The page speed shapes the customer journey, the retailers gaining the users’ trust by avoiding a long waiting time between the touchpoints.

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The Multiphase Queuing System of the Rijeka Airport

Pomorstvo ◽

10.31217/p.33.2.10 ◽

2019 ◽

Vol 33 (2) ◽

pp. 205-209

Author(s):

Svjetlana Hess ◽

Ana Grbčić

Keyword(s):

Performance Indicators ◽

Queueing Theory ◽

Rare Case ◽

Queueing System ◽

Service System ◽

Waiting Times ◽

Real Problem ◽

Single Server ◽

Scientific Contribution ◽

The Real

The paper gives an overview of the real system as a multiphase single server queuing problem, which is a rare case in papers dealing with the application of the queueing theory. The methodological and scientific contribution of this paper is primarily in setting up the model of the real problem applying the multiphase queueing theory. The research of service system at Rijeka Airport may allow the airport to be more competitive by increasing service quality. The existing performance measures have been evaluated in order to improve Rijeka Airport queueing system, as a record number of passengers is to be expected in the next few years. Performance indicators have pointed out how the system handles congestion. The research is also focused on defining potential bottlenecks and comparing the results with IATA guidelines in terms of maximum waiting times.

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Performance improvements of tax and customs authorities. Case study: Latvia

9th International Scientific Conference “Business and Management 2016” ◽

10.3846/bm.2016.01 ◽

2016 ◽

Author(s):

Mara etersone ◽

Karlis Ketners

Keyword(s):

Comparative Analysis ◽

Performance Management ◽

Performance Indicators ◽

Management Practices ◽

Public Budgeting ◽

Performance Improvements ◽

State Revenue ◽

Activity Management ◽

The Republic

The aim of this paper is to investigate performance management of the State Revenue Service (SRS) of the Republic of Latvia in the context of effective public budgeting. This article investigates performance indicators in the context of process (activity) management in tax and customs authority and examines a number of practical issues with regard to the design of management practices. Several research methods, such as analysis of academic and professional publications and logical and comparative analysis, are applied in this research. The main findings are related to the analysis of activities of SRS and could be practically implemented at SRS.

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Digital Interactions and Brand Experience Design

Conference Proceedings of the Academy for Design Innovation Management ◽

10.33114/adim.2017.129 ◽

2019 ◽

Vol 1 (1) ◽

Author(s):

Ashok RANCHHOD ◽

Vanissa WANICK ◽

Calin GURAU

Keyword(s):

Brand Management ◽

New Technologies ◽

Emerging Technologies ◽

Future Research ◽

Brand Experience ◽

Consumer Experience ◽

Experience Design ◽

Technological Advances ◽

Post Purchase ◽

Consumer Journey

This paper introduces an overview and positioning of the contemporary brand experience in the digital context. With technological advances in games, gamification and emerging technologies, such as Virtual Reality (VR) and Artificial Intelligence (AI), it is possible that brand experiences are getting more pervasive and seamless. In this paper, we review the current theories around multi-sensory brand experience and the role of new technologies in the whole consumer journey, including pre-purchase, purchase and post-purchase stages. After this analysis, we introduce a conceptual framework that promotes a continuous loop of consumer experience and engagement from different and new touch points, which could be augmented by games, gamification and emerging technologies. Based on the framework, we conclude this paper with propositions, examples and recommendations for future research in contemporary brand management, which could help brand managers and designers to deal with technological challenges posed by the contemporary society.

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Application of Benchmarking and Principal Component Analysis in Measuring Performance of Public Irrigation Schemes in Kenya

Agriculture ◽

10.3390/agriculture8100162 ◽

2018 ◽

Vol 8 (10) ◽

pp. 162 ◽

Cited By ~ 3

Author(s):

Faith Muema ◽

Patrick Home ◽

James Raude

Keyword(s):

Principal Component Analysis ◽

Performance Indicators ◽

Principal Component ◽

Component Analysis ◽

Performance Score ◽

Irrigation Scheme ◽

Western Kenya ◽

Average Performance ◽

Management Measures ◽

Linear Aggregation

The inefficient water use, and variable and low productivity in Kenyan public irrigation schemes is a major concern. It is, therefore, necessary to periodically monitor and evaluate the performance of public irrigation schemes. This prompted evaluation of performance of three rice growing irrigation schemes in western Kenya using benchmarking and principal component analysis. The aim of the study was to quantify and rank the performance of selected irrigation schemes. The performance of the irrigation schemes was evaluated for the period from 2012 to 2016 using eleven performance indicators under agricultural productivity, water supply and financial performance categories. The performance indicators were weighted using principal component analysis and combined to form a single performance score using linear aggregation method. The average performance in the Ahero, West Kano and Bunyala irrigation schemes was 48%, 49% and 56%, respectively. Based on performance score, the Bunyala irrigation scheme is the highest performing rice irrigation scheme in western Kenya. The three irrigation schemes have an average performance. Operation and management measures to improve the current performance of the irrigation schemes are needed.

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Operating bedside cardiac ultrasound program in emergency medicine residency: a retrospective observation study from the perspective of performance improvement

10.21203/rs.3.rs-34327/v1 ◽

2020 ◽

Author(s):

Kihong Kim ◽

Jae Yun Jung ◽

JoongWan Park ◽

Minsung Lee ◽

Yonghee Lee

Keyword(s):

Emergency Medicine ◽

Regression Analysis ◽

Point Of Care ◽

Linear Regression Analysis ◽

P Value ◽

Point Of Care Ultrasound ◽

Cardiac Ultrasound ◽

Performance Score ◽

Performance Improvements ◽

Multivariable Linear Regression Analysis

Abstract Background Point-of-care Ultrasound is one of useful diagnostic tools in emergency medicine practice and considerably depends on physician’s performance. This study was performed to evaluate performance improvements and favorable attitudes through structured cardiac ultrasound program for emergency medicine residents. Methods Retrospective observational study using the Point-of-care ultrasound (PoCUS) database in one tertiary academic-teaching hospital emergency department has been conducted. Cardiac ultrasound education and rotation program has been implemented in emergency medicine residency program. Structured evaluation sheet for cardiac ultrasound and questionnaire toward PoCUS have been developed. An early-phase and a late-phase case were selected randomly for each participant. Two emergency medicine specialists with expertise in PoCUS evaluated saved images independently. We used a paired t-test to compare the performance score of each phase and the results of the questionnaire. Multivariable linear regression analysis was conducted to evaluate the association between the characteristics of participants and performance improvements. Results During the study period, a total of 1,652 bedside cardiac ultrasounds were administered. Forty-six examinations conducted by 23 emergency medicine residents were randomly selected for analysis. The performance score increased from 39.5 to 56.1 according to expert A and 45.3 to 62.9 according to expert B (p-value < 0.01 for both). The average questionnaire score, which was analyzed for 17 participants, showed improvement from 18.9 to 20.7 (p-value < 0.01). In multivariable linear regression analysis, younger age, higher early-phase score and higher confidence had a negative association with a greater improvement of performance, while the number of examinations had a positive association. Conclusions Bedside cardiac ultrasound performance and attitudes toward PoCUS have been improved through structured residency program.

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The Impact of Augmented Reality for Displaying Virtual 3d Models of Products in Real Environments on Improvement of the Consumer Experience in Buying Industrial Designed Products

South East European Journal of Architecture and Design ◽

10.3889/seejad.2019.10044 ◽

2019 ◽

Vol 2019 ◽

pp. 129

Author(s):

Elena Atanasova Paneva ◽

Sofija Sidorenko

Keyword(s):

Augmented Reality ◽

Online Shopping ◽

3D Models ◽

Physical Contact ◽

Consumer Experience ◽

Online Sales ◽

Consumer Uncertainty ◽

Augmented Reality Technology ◽

Online Stores ◽

The Impact

The purpose of this paper is to explore the possibilities for implementation of the augmented reality (АR) in the sales. The augmented reality contributes to enhansing and improving the consumer experience through the virtual display of 3D models of products in realistic environments. In this paper is presented an overview of the consumer behavior in online shopping and their uncertainties in the process. The online shopping offers more satisfaction to the modern consumers looking for comfort and speed. On the other hand, some consumers still feel uncomfortable to shop online. What prevents them from buying online is the inability to realistically check the products, to examine their different variants, and to show them to their friends from which they will get comments and opinions before the purchase. In this thesis are examined the possibilities for implementation of augmented reality technology in online stores, as well as the possibilities for management of the product configurations in AR – options for choosing different materials and colors of the product, that will allow the customers to adjust the product to their needs. The aim is to find methods and techniques that would alleviate the disadvantages as result of the lack of physical contact with the products during online sales, that would reduce the consumer uncertainty and increase the likelihood of successful choice and increased online sales.

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Operating bedside cardiac ultrasound program in emergency medicine residency: A retrospective observation study from the perspective of performance improvement

PLoS ONE ◽

10.1371/journal.pone.0248710 ◽

2021 ◽

Vol 16 (4) ◽

pp. e0248710

Author(s):

Ki Hong Kim ◽

Jae Yun Jung ◽

Joong Wan Park ◽

Min Sung Lee ◽

Yong Hee Lee

Keyword(s):

Emergency Medicine ◽

Regression Analysis ◽

Point Of Care ◽

Linear Regression Analysis ◽

P Value ◽

Point Of Care Ultrasound ◽

Cardiac Ultrasound ◽

Performance Score ◽

Performance Improvements ◽

Multivariable Linear Regression Analysis

Background Point-of-care ultrasound is one of useful diagnostic tools in emergency medicine practice and considerably depends on physician’s performance. This study was performed to evaluate performance improvements and favorable attitudes through structured cardiac ultrasound program for emergency medicine residents. Methods Retrospective observational study using the point-of-care ultrasound (PoCUS) database in one tertiary academic-teaching hospital emergency department has been conducted. Cardiac ultrasound education and rotation program has been implemented in emergency medicine residency program. Structured evaluation sheet for cardiac ultrasound and questionnaire toward PoCUS have been developed. An early-phase and a late-phase case were selected randomly for each participant. Two emergency medicine specialists with expertise in PoCUS evaluated saved images independently. We used a paired t-test to compare the performance score of each phase and the results of the questionnaire. Multivariable linear regression analysis was conducted to evaluate the association between the characteristics of participants and performance improvements. Results During the study period, a total of 1,652 bedside cardiac ultrasounds were administered. Forty-six examinations conducted by 23 emergency medicine residents were randomly selected for analysis. The performance score increased from 39.5 to 56.1 according to expert A and 45.3 to 62.9 according to expert B (p-value <0.01 for both). The average questionnaire score, which was analyzed for 17 participants, showed improvement from 18.9 to 20.7 (p-value <0.01). In multivariable linear regression analysis, younger age, higher early-phase score and higher confidence had a negative association with a greater improvement of performance, while the number of examinations had a positive association. Conclusions Bedside cardiac ultrasound performance and attitudes toward PoCUS have been improved through structured residency program.

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Activity apprehension in experiential purchases

Journal of Services Marketing ◽

10.1108/jsm-09-2020-0391 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Chadwick J. Miller ◽

Adriana Samper ◽

Naomi Mandel ◽

Daniel C. Brannon ◽

Jim Salas ◽

...

Keyword(s):

Consumer Preferences ◽

Secondary Data ◽

Consumer Experience ◽

Data Set ◽

Customer Journey ◽

Content Type ◽

Before And After ◽

Experiential Purchases ◽

Post Purchase ◽

First Time

Purpose The purpose of this paper is to examine how the number of activities within a multi-activity experience influences consumer preferences before and after consumption. Design/methodology/approach The hypotheses are tested using four experiments and a secondary data set from a river cruise firm that includes first-time river cruise purchases by consumers from this firm between January 2011 and December 2015 (n = 337,457). Findings Consumers prefer experiences with fewer (vs more) activities before consumption – a phenomenon, this paper calls “activity apprehension” – but prefer experiences with more (vs fewer) activities after consumption. A mediation analysis indicates that this phenomenon occurs because the highly perishable nature of activities makes consumers uncertain about their ability to use all the activities within the experience (usage uncertainty). Practical implications Evaluations of a multi-activity experience depend on both the number of activities and on whether the consumer is at the pre- or post-consumption stage of the customer journey. As such, firms looking to sell multi-activity experiences should design and promote these experiences in a way that minimizes activity apprehension. Originality/value This study is the first to demonstrate that consumer perceptions of an optimal experience depend on both the number of included activities and on the stage of the customer journey (i.e. pre- or post-purchase). It further contributes to the consumer experience literature by examining an unexplored activity characteristic, perishability, in shaping experiential purchase decisions. Finally, it demonstrates a new way in which experiential purchases differ from tangible product purchases.

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Developing the C-shaped QFD 3D Matrix for service applications with a case study in banking services

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-02-2016-0018 ◽

2018 ◽

Vol 35 (1) ◽

pp. 109-125 ◽

Cited By ~ 6

Author(s):

Arash Shahin ◽

Elham Bagheri Iraj ◽

Hossein Vaez Shahrestani

Keyword(s):

Performance Indicators ◽

Quality Function Deployment ◽

Service Design ◽

Service Performance ◽

Customer Requirements ◽

Banking Services ◽

Content Type ◽

3D Matrix ◽

Design Characteristics

Purpose The purpose of this paper is to develop the C-shaped quality function deployment (QFD) 3D Matrix for service applications. Design/methodology/approach The C-shaped QFD 3D Matrix proposed by Vezzetti et al. (2016) has been developed for simultaneous analysis of the relationships among three sets of factors of customer requirements, service design characteristics and service performance indicators. The three sets of factors have been determined and based on their interrelationships, 3D and concurrent houses of quality have been formed. Then, service design characteristics and service performance indicators have been prioritized. The obtained priorities have been also compared with traditional concurrent model of QFD. Findings The findings obtained from the traditional and developed approach seem different, implying that applying the C-shaped QFD 3D Matrix provides a more real perspective of concurrent engineering and the results in different set of priorities of service factors. Research limitations/implications The case study was limited to banking services. If the developed approach is used in other institutes, the prioritization of service design characteristics and service performance indicators might be changed. Originality/value Compared to Vezzetti et al. (2016) who proposed the C-shaped QFD 3D Matrix for analyzing interrelationships among two customers and a provider, or two providers and a customer, in this paper, the C-shaped QFD 3D Matrix has been developed for analyzing interrelationships among three sets of factors of customer requirements, service design characteristics and service performance indicators.

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Manipulating the Conditions of Training in Time-Sharing Performance

Human Factors The Journal of the Human Factors and Ergonomics Society ◽

10.1177/001872087701900607 ◽

1977 ◽

Vol 19 (6) ◽

pp. 583-593 ◽

Cited By ~ 23

Author(s):

Daniel Gopher ◽

Robert A. North

Keyword(s):

Dual Task ◽

Performance Indicators ◽

Reaction Time Task ◽

Tracking Task ◽

Time Sharing ◽

Single Task ◽

One Dimensional ◽

Performance Improvements ◽

Dual Task Performance ◽

Specific Skill

A one-dimensional compensatory tracking task and a digit-processing, reaction time task were combined to assess three aspects of training under time-sharing conditions: (1) manipulation of desired levels of dual-task performance: (2) training under equal and unequal task priorities: and (3) repeated sequencing of single/dual-task presentations. Six groups of 10 subjects each participated in the experiment. Larger performance improvements under time-sharing conditions were observed when desired performance indicators were computed relative to a dual-task rather than a single-task reference. Training under unequal task priorities revealed that tracking was more sensitive than the digit-processing task to priority differences. Tracking performance continued to improve during repeated single-task presentation, whereas digit processing improved only in the time-sharing conditions. These findings suggest that improvement on the tracking task is in the specific skill of tracking, while digit-processing improvement results from improved time-sharing ability.

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