EGovernment : an assessment and comparison of electronic births, deaths and marriages information and services provision between countries

<p>The extent to which countries have developed eGovernment, and the policies to implement and control the development of eGovernment, requires consideration. Whilst eGovernment exists in some form in many countries there has been little examination of its implementation and management, and how it compares between countries. This research is a contribution to the emerging eGovernment theory. There has been a proliferation in the print media of articles on the benefits and possibilities of eGovernment. Where eGovernment exists, consideration needs to be m ade of the reality as opposed to government and media hype and enthusiasm. This research examines eGovernment in a number of countries by focusing on a core government service, the agency responsible for births, deaths and marriages. Selected countries are compared and the electronic Births, Deaths and Marriages service provided by each country is related to the policies and standards they have in place for the development and control of eGovernment. Results show that eGovernment is still primarily an information medium. EGovernment, as seen through EBDM, has made little progression in terms of service provision. The development of eGovernment policy within government and the development of technology and customer service expectations in the business environment will contribute to the development of eGovernment customer service.</p>

EGovernment : an assessment and comparison of electronic births, deaths and marriages information and services provision between countries

<p>The extent to which countries have developed eGovernment, and the policies to implement and control the development of eGovernment, requires consideration. Whilst eGovernment exists in some form in many countries there has been little examination of its implementation and management, and how it compares between countries. This research is a contribution to the emerging eGovernment theory. There has been a proliferation in the print media of articles on the benefits and possibilities of eGovernment. Where eGovernment exists, consideration needs to be m ade of the reality as opposed to government and media hype and enthusiasm. This research examines eGovernment in a number of countries by focusing on a core government service, the agency responsible for births, deaths and marriages. Selected countries are compared and the electronic Births, Deaths and Marriages service provided by each country is related to the policies and standards they have in place for the development and control of eGovernment. Results show that eGovernment is still primarily an information medium. EGovernment, as seen through EBDM, has made little progression in terms of service provision. The development of eGovernment policy within government and the development of technology and customer service expectations in the business environment will contribute to the development of eGovernment customer service.</p>

Instagram: A Gimmick or a Serious Reputation Builder in the Airline Business?

The purpose of the research was to shed light on the interrelatedness between Instagram and corporate reputation, on the one hand, and customer service expectations, on the other. A conceptual model was proposed to be tested in the context of the civil aviation economy. A national flagship airline company was chosen in which to conduct the research. An online questionnaire was made available, and 283 responses were collected. Partial least squares structural equation modelling (PLS SEM) was used to test the research hypotheses derived from the literature. The novelty of the work is in the scarce research found when scrutinising the literature on possible links between Instagram and airline corporate reputation. The study found a positive correlation between social media usage and corporate reputation in the airline sector. Future research needs to replicate this study across other airlines to ascertain the external validity of the current study and its potential for extrapolation.

Analysis of Aspects Required to Improve Customer Experience in Indonesia’s Internet Broadband

In the digital age, transactions range from hailing a taxi to watching TV shows on demand that depend on an internet connection. As consumers have more power than ever before, today’s internet service providers face more demanding service expectations from customers than in the past, they recognize the need to improve certain aspects of business, including the quality of the experience they provide to customers. In other words, meeting the demands of broadband internet has its own challenges. The purpose of this study is to provide insights regarding challenges along the customer journey as the opportunities for improvement. The results showed that longer time from ordering to installation and frequent network disconnection are prioritized customer experience issues in internet broadband business and service providers need to focus on improving on the way companies engage the customers through reliable touch points and resetting the way people work in the organization to be more customer-centric.

Customer expectations of unattended grocery delivery services: mapping forms and determinants

PurposeIn the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.Design/methodology/approachA multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging patterns from which propositions were formed.FindingsThe iteration of theory and data in the case study resulted in a conceptual model of service expectations and determinants, containing six propositions. The study reveals a clear pattern that consumers expect to save time, gain flexibility and benefit from the ease of use of the service, while they predict sufficient security. Moreover, consumers’ desire open access features from retailers and service providers, integrated product returns service and nondescript hardware designs. The findings suggest that these service expectations are determined by personal needs, technology literacy and situational factors. The identified personal needs are stress reduction, limiting social interaction and increasing spare time.Research limitations/implicationsTo support further theory development, this study presents six propositions for the types, forms and determinants of customer expectations of unattended grocery delivery.Practical implicationsThis study provides managers with up-to-date insights into customer expectations and offers guidance in designing and developing unattended grocery delivery services.Originality/valueThis study contains the first in-depth analysis of customer expectations of unattended grocery delivery services, which are increasingly used for last mile e-grocery delivery.

Rwandan Women in Higher Education: Progress, Successes, and Challenges

In nearly three decades since Rwanda’s genocide and civil war, its education sector has undergone reconstruction to an unprecedented degree within higher education. While greater numbers of girls are attending university, and more women are becoming university faculty members, their status in educational leadership roles remains unclear. This qualitative investigation sought to present insight into four women who serve as professors and executive leaders within the higher education system by examining their progress, successes, and challenges. Four of the many insights that have emerged include women’s smaller acceptance rate into higher education as undergraduates; the country’s lack of Ph.D. programs, thereby requiring women to leave the country in order to obtain the terminal degree; disproportionate service expectations placed on women academics as compared to men that affect scholarly output; and society’s expectation for women’s responsibilities as wives and mothers regardless of career responsibilities or status. To remedy these findings, further investigation can shed light on the reasons for low acceptance of women into the university; may lead to development of a strategic plan to address the lack of opportunities for students to enter graduate level education leading to the Ph.D.; and may address broader national policies that support women academics such as attention to child care and mentoring for promotion.

Identifying Service Gaps Between Patients and Providers in a Native American Outpatient Clinic

Background: Native American communities in Montana reservations have reported low-level satisfaction in health services. This research explored if the services provided at a Blackfeet Indian Reservation outpatient clinic were designed to meet patient expectations. Methods: Staff and patient interviews and surveys allowed service expectations to be assessed according to the clinic’s ability to meet those expectations. A total of 48 patients and ten staff members (83% of the staff at this clinic) participated in the study voluntarily. Results: We found a disconnect between what patients anticipate for care and what staff think they are anticipating. We also found a discontent between what staff believes patients need versus what the patients feel is needed. Conclusions: These gaps combine to increase the breach between patient expectations and perceptions of their healthcare services. With better insight that captures what patients are looking for from a service, the potential to meet those needs increases and patients feel that their voice is respected and that they are valued.

Perfil de los usuarios de centros deportivos según sus expectativas

Las necesidades de los usuarios de centros deportivos han ido cambiando en los últimos años. Por este motivo se hacen necesarios tanto el análisis del perfil de usuarios como la evaluación de la satisfacción de los clientes y su relación con las expectativas del servicio. Analizado desde la teoría clásica de la desconfirmación de expectativas, el presente estudio tiene como objetivo revisar los perfiles de tres grupos de usuarios en centros deportivos: aquellos para quienes no se cumplen sus expectativas, los que sí las ven satisfechas y aquellos que creen que se han superado. Los datos fueron recogidos mediante una encuesta a usuarios de tres centros deportivos municipales de Barcelona. Un análisis ANOVA revela que la edad es una variable clave, siendo los usuarios jóvenes los que tienen una percepción más positiva de la oferta, mientras que el grupo de usuarios de edad media ven cumplidas sus expectativas en un grado menor. Además, los resultados demuestran que existe un conjunto de usuarios que a pesar de haber manifestado que el centro no cumple con sus expectativas, siguen como abonados en el mismo, contradiciendo la teoría de la desconfirmación de expectativas. Se exponen, finalmente, un conjunto de aplicaciones prácticas dirigidas al análisis y la gestión de las expectativas de los usuarios y el establecimiento de políticas de permanencia. The needs from users of sports centers have been changing in recent years. For this reason, it is necessary to analyse users’ profile and its relationship with service expectations. Analysed from the classical theory of disconfirmation of expectations, the present study aims to review the profiles of three user groups in sports centers: those for whom their expectations are not met, those who seems satisfied and those who believe that they have been overcome with the service. The data was collected through a survey of users of three municipal sports centers in Barcelona. An ANOVA analysis reveals that age is a key variable, with young users having a more positive perception of the offer, while the group of middle-aged users seems fulfil their expectations in a lesser degree. In addition, the results show that there is a set of users who despite having stated that the center does not meet their expectations, continue as subscribers in it, contradicting the theory of disconfirmation of expectations. Finally, a set of practical applications aimed at the analysis, and management, of user expectations. Also, some fidelity policies are exposed.

Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study

This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the future. Service quality is a comparison of customer expectation and the actual delivery of service. Service quality generally refers to a customer's comparison of service expectations related to a company's performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.

"How Do I Deal with Burnout?"

In this edition of the Bulletin for the Study of Religion’s advice column, Sage D’Vice answers helps readers deal with burnout. The piece emphasizes scholars’ need to understand their situatedness within a variety of settings and the ways they can use their skills effectively to negotiate the demands of those settings. Sage D’Vice offers practical tips to help scholars build upon their strengths, manage service expectations, and maximize their productivity.