Service Delivery System and Service Providers

Purpose Providing quality service is the goal of many service providers and higher education institutions are not exceptional. However, service failure may occur from time to time which may eventually lead to customer dissatisfaction with the service rendered. The purpose of this paper is to examine service failure incidents in higher education. Design/methodology/approach In this study, three categories of service failure, namely, employee response to service delivery system failure, employee response to customer needs and requests, and unprompted and unsolicited employee actions were used to categorise 45 critical incidents obtained from 30 students at a university of technology. Findings The results showed that service delivery system failures account for the biggest number (51 per cent) of service failure incidents captured in this study. Research limitations/implications The critical incident technique which relies on the respondents’ memory to recall service failure incidents was used to collect information. The drawback is that memory can be fallible and students may end up exaggerating service failure incidents. Practical implications This study can assist higher education institutional managers to understand the nature of service failure incidents that lead to student dissatisfaction. Originality/value This study is unique as it presents service failure incidents from the developing world and further provides the basis for creation of service recovery strategies.

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Different stages of the e-service delivery system process: belief–attitude–intention framework

International Journal of Retail & Distribution Management ◽

10.1108/ijrdm-01-2019-0014 ◽

2020 ◽

Vol 48 (7) ◽

pp. 687-706 ◽

Cited By ~ 1

Author(s):

Piyush Gupta ◽

Amit Sachan ◽

Rajiv Kumar

Keyword(s):

Service Delivery ◽

Technology Acceptance ◽

Delivery System ◽

Service Providers ◽

Mediating Effect ◽

Behavioural Intention ◽

Service Delivery System ◽

Content Type ◽

System Process ◽

Customer Attitude

PurposeBased on social science theories of customer's action such as theory of planned behaviour, theory of reasoned action, and technology acceptance model, this paper adopts belief–attitude–intention model to study impact of perceived process-belief of different stages of e-service delivery system process (e-SDSP), i.e., searching process belief (SPB), agreement process belief (APB), fulfilment process belief (FPB) and after-sales service process belief (ASPB) on customer attitude and intention towards service providers. The study also focuses on the mediating effect of customer attitude on the relationship between process-beliefs of different stages of e-SDSP and their behavioural intention.Design/methodology/approachA quantitative method has been employed using data collected from 414 Indian e-retail customers. Structural equation modelling with bootstrap estimation is used to find the mediating effect of attitude.FindingsThe findings suggest that SPB and ASPB directly impact the customer attitude while APB and FPB directly impact the customer behavioural intention. The study also finds that customer attitude towards e-retailers fully mediates the effect of SPB and ASPB on the behavioural intention but there are no mediating effects for APB and FPB.Research limitations/implicationsThe sample used may not be generalizable for India, given its huge diversity and population. As the sample considers only Indian e-retail customers, this study may lack generalizability across countries.Originality/valueIn our knowledge, this study is the first step to conceptualize the process-oriented customer's perceived belief of different stages of e-SDSP and how these beliefs impact the customers' attitude and intention towards the e-retailers. The findings offer insight to managers on how they can create and cultivate customer happiness and positive behavioural intention by enhanced customer journey throughout the e-SDSP.

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Landscapes of financial exclusion: Alternative financial service providers and the dual financial service delivery system

Business and Society Review ◽

10.1111/basr.12180 ◽

2019 ◽

Vol 124 (3) ◽

pp. 365-383 ◽

Cited By ~ 1

Author(s):

Ian M. Dunham

Keyword(s):

Service Delivery ◽

Delivery System ◽

Service Providers ◽

Financial Service ◽

Service Delivery System ◽

Financial Exclusion

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Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

Jurnal Keuangan dan Bisnis ◽

10.32524/jkb.v16i2.394 ◽

2018 ◽

Vol 16 (2) ◽

pp. 90

Author(s):

Rohmial Rohmial

Keyword(s):

Service Delivery ◽

Delivery System ◽

Customer Loyalty ◽

Simple Random Sampling ◽

Matrix Analysis ◽

Survey Method ◽

Service Delivery System ◽

Physical Support ◽

Dependent Variables ◽

Contact Personnel

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

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