485,332 research outputs found
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A model for measuring service quality in internet-based services: The case study of internet banking services in the Kingdom of Saudi Arabia
This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel UniversityInternet banking services have faced a considerable expansion in terms of the number of users in the last few years. This makes Internet as a financial service delivery platform witness a number challenges. One of these is offering better-quality services to existing customers as the quality of service is a key factor in the success of any organisation. Previous research studies indicate that a strong theory to understand this form of service is lacking. A comprehensive review of previous and contemporary literature on service quality suggests the need for the development of a valid instrument for measuring service quality from the end-user perspective in the specific context of Internet banking services. This research study proposes a revised and modified SERVQUAL model which incorporates several variables that reflects the industry-specific attributes of Internet banking services. A survey based research is used to collect primary data on the basis of Internet banking services in the Kingdom of Saudi Arabia. A multiple regression analysis is employed to examine the influence of the adapted determinants on service quality. Focus-group interviews are also conducted as a follow-up to the questionnaire study. The findings of both fieldworks indicate that reliability, responsiveness, website design, and personalisation determine service quality in the Internet banking context. This study presents the main findings derived from the research model which can be used by a wide range of financial institutions, which make use of the Internet in their business dealings, to support each organisation’s decision-making processes. Also, this model can be used as a blueprint for an organisation’s strategic planning. In addition to the research model, the researcher employs Importance Performance Analysis (IPA) that reveals a large of number of implications for the quality of service, which were not obvious prior to undertaking the research. The knowledge of such implications will help managers and decision-makers when they are required to allocate resources to certain tasks or functions.King Abdul-Aziz University, the Saudi Arabian Cultural Bureau and the Royal Embassy of Saudi Arabia in London
A Study Of Virtuous Cycle Of Service Participation On Crowdsourcing Platforms
Competition has undoubtedly increased substantially over the last decade for several reasons. The Internet has been far and away the largest contributor to the rise in competitive markets due to establishing an online business has lower operating costs and greater flexibility. Companies must have internet business ideas to survive to stay competitive in today’s markets. Crowdsourcing is a phenomenon receiving highly attention both inside and outside of academia. With the rapid development of Web2.0 and social media, an emerging business model like a raging fire impacts on the market: a crowdsourcing platform. Crowdsourcing platforms provide a good environment to fulfill people’s needs and seize value from providing products and services. It is important to understand what drives people to deliver and capture values from a crowdsourcing platform. The purpose of this paper is to explore how service participation works on successful crowdsourcing platforms in their cycles. We focus on why do participants (both sides of supply and demand) are willing to join into the platform to provide services and request services, finding out their virtuous cycles on the platforms in different applications. This study is the first of its kind to explore how service participation works on successful crowdsourcing platforms in their cycles. We will use a qualitative multiple case study, which facilitated an exploration of the phenomenon in an area that has received little theoretical development and allowed us to study the cycle of service participation on crowdsourcing platform in a real-life context. The results may reveal us some significant driving factors on why people are willing to provide and request services on crowdsourcing platforms and what important strategies should be taken while running a crowdsourcing platform. This not only gives us a more broaden view of crowdsourcing and platform operating, but also provides companies, which use crowdsourcing platform to run their business, a more realistic decision making references
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A model for the Adoption and Implementation of Web-based Government services and applications. A Study Based in Grounded Theory Validated by Structural Equation Modelling Analysis in a Jordanian Context.
Among the many promises of the revolution in the information and communication technologies (ICT), particularly the Internet, continues to be its potential to significantly transform governments around the world. This transformation is referred to as e-government or web-based government, often used interchangeably in most of the IS literature. Despite these however, the level of adoption and use of such innovation is still low and does not meet expectations in developing countries in general and Jordan in particular.
Yet, existing research on the adoption and implementation of e-government in developing countries is still lacking explanatory power for the following reasons: 1) focusing either on the supply-side, or on the demand-side separately to study the adoption and implementation of e-government, and therefore there is no enough research on the integration between them as a single phenomenon, and 2) focusing on the results of previous research, and therefore not to develop theories fit the new context to be investigated to understand the relationship between the IT implementation and social structures in the same context. This research aims to fill these gaps through the use of a holistic approach to enable in-depth understanding and gain valuable insights on the adoption and implementation of e-government from multiple perspectives, and in the real context of a developing country, namely Jordan. This would reduce the gap between government strategies and policies related to implementation of e-government services and applications on the one hand, and perceptions of citizens on the other hand, allowing a better understanding of the needs of citizens and the priorities that must be taken into account by governments in order to ensure the success of such projects on a large scale.
Through two phases, this research proposes and empirically tests an integrated model of the determinants of adoption and implementation of e-government services and applications in Jordan. The first phase employs a grounded theory methodology for the development of the research model, as well as the survey instruments necessary to test the model. The second phase employs a survey questionnaire to test the research model using multivariate and SEM with the results demonstrating support for the proposed model.
The empirical results indicate that perceived ease of use, perceived usefulness, and the security of e-government systems are no longer among the main determinants that affect the decision to adopt and implement e-government services and applications in this particular context. This confirms that the prevailing models and theories on the adoption of IT do not apply equally to the context of developing countries such as Jordan, and thus do not explain and predict behaviour toward the adoption and implementation of e-government services and applications in the same context. There is a direct and positive relationship between citizen involvement in the change process towards e-government and the decision to adopt and implement e-government services and applications. There is also a strong positive relationship between the decision to adopt and implement e-government services and applications and the decision to use such services and applications within the same context. Unexpectedly, the prevailing sociocultural determinants indicate a direct and positive relationship with the decision to adopt and implement e-government services and applications in the same context. Also, the results indicate direct and negative relationships between citizen trust and website design issues with the decision to adopt and implement e-government services and applications. Finally, the research concludes by highlighting the theoretical and practical implications, limitations and future directions
An Exploration of Perceived Risk in Young Chinese Consumers' Internet Banking Services Decision Making
This thesis explores how perceived risk, which has been primarily developed in Western
contexts, may help understand consumers' action in relation to the Chinese Internet banking
services market. This market is new and acknowledged as having great potential, but there is
insufficient information regarding potential consumers and their perceptions or decision-making.
The theory of perceived risk is a key construct influencing Western consumers'
decision making; whether it is applicable in the current context is unknown. A wider customer
perspective is therefore important to improve both our understanding of perceived risk theory
and its usefulness in the Chinese Internet banking services market.
The thesis reviews the major research perspectives on perceived risk within consumer
behaviour literature. It provides a comprehensive understanding of the concept itself, to
identify research gaps, and also develops a research model to evaluate consumers' risk
perception within the context of Chinese Internet banking services.
This research is conducted through the application of a critical realist approach, utilizing
mixed methods. This approach enables the research to address a main controversy in the
perceived risk field by evaluating the two common measurement models. It also develops an
understanding of Chinese consumers' risk perceptions and how consumers' perceptions are
formed and influenced by considering a range of contextual issues. This approach highlights
the importance of obtaining social and cultural meanings to understand the measurement of
risk perception- this is seldom addressed in the majority of perceived risk research.
Results are thoroughly analysed, compared and contrasted to relevant Western research.
Perceived risk, as a construct, is meaningful in helping to understand potential Chinese
Internet banking services users. The principle risk dimensions identified in this research are
consistent with those detailed in Western studies. However, the underlying relationships
between the risk variables are different. Such differences can be attributed to the specific The measurement of risk is best operationalised through the application of one of the
commonly used models - the multiplicative. This model produces results that are more
consistent with the qualitative patterns derived from the application of mixed methods
research. Whilst this research advocates the use of the multiplicative model, it also contends
that future researchers should evaluate both common models- as the impact of context needs
to be addressed sensitively,and this would also be consistent with the application of a critical
realist perspective.
Further, when considering perceived risk measurement, this research has found that the
application of multiple variables is useful to test validity and reliability. These two issues are
seldom considered or evaluated in previous perceived risk studies. This application also lends
itself to the development of greater depth in data analysis, and therefore provides a more
specific perspective to understand risk perceptions through detailed measurement.
Future research in perceived risk should also address risk evaluation by considering the
purchase stages, as consumers risk perceptions may be influenced and subject to change at
different stages. Without such an approach results generated may be misleading, and may not
provide an adequate basis for understanding consumers and developing appropriate marketing
strategies to meet these concerns
Automation Factors Influencing the Operation of IoT in Health Institutions: A Decision Support Methodology
Health institutions are adopting new technologies for their processes through automation by means of the concept of "Internet of Things" (IoT). Hence, offering innovative tools, applications and technology for the collection of key data and information, which is then integrated and consolidated, covering the different systems and their collaborators. The necessity of receiving quality medical services is essential in the public Policy of any country. The increasing demand for having an adequate number of medical specialists, pharmacies and medications stock, dental and mental health coverage and other, together with the minimization of the waiting list and patient care time have been a crucial concern. Under this context, it is valuable to redesign the processes planning and its coordination through the use of Information & Communications Technology (ICT) and IoT that unifies the systems. Based on previous research, the general purpose is to generate a system model to examine healthcare quality of service and corroborate its effectiveness in a real environment. The aim of this paper focus on the development of a decision support model to define key areas where the inclusion of IoT would sustain the efficiency in health care service. The research methodology is based on case study, integrating planning processes, data analysis, scoring method that interacts with multicriteria approach. A pilot case study is pursued in health institutions in Chile, determining critical factors and the current automation level system appraisal to generate actions of improvement in processes that show poor service quality. The results give rise to the development of an investment plan that can be converted into action plans for a health institution
Exploration of the needs of South African oncology nurses for current awareness services available through the internet
INTRODUCTION: Reports on an exploratory study on the information needs of a
small group of South African oncology nurses.
METHOD: Individual questionnaires, focus group interviews, and semistructured
interviews were used for data collection from a convenience sample
of nursing staff, an oncologist and an oncology social worker.
Analysis. A qualitative analysis was done; recorded interviews were analysed
to identify main themes.
RESULTS: Tasks are perceived as not information intensive with limited
opportunities for decision-making regarding patient care. Although emotion,
stress and underlying anxiety feature strongly in daily tasks, these are not
linked to information needs. Limited interest in current awareness services is
influenced by working conditions, lack of access to information resources,
lack of computer skills and experience in using the Internet, lack of motivation
to use current awareness services, expectations and support from management,
and the impact of specific tasks and responsibilities.
CONCLUSIONS: Task-based information seeking models, context (organizational
and health care cultures), motivation for personal development, and the impact
of social organization in health care work and emotion and anxiety require
further exploration. Suggestions for the development of a model of
information behaviour and further theoretical grounding are offered.http://informationr.net/ir
Real-Time Context-Aware Microservice Architecture for Predictive Analytics and Smart Decision-Making
The impressive evolution of the Internet of Things and the great amount of data flowing through the systems provide us with an inspiring scenario for Big Data analytics and advantageous real-time context-aware predictions and smart decision-making. However, this requires a scalable system for constant streaming processing, also provided with the ability of decision-making and action taking based on the performed predictions. This paper aims at proposing a scalable architecture to provide real-time context-aware actions based on predictive streaming processing of data as an evolution of a previously provided event-driven service-oriented architecture which already permitted the context-aware detection and notification of relevant data. For this purpose, we have defined and implemented a microservice-based architecture which provides real-time context-aware actions based on predictive streaming processing of data. As a result, our architecture has been enhanced twofold: on the one hand, the architecture has been supplied with reliable predictions through the use of predictive analytics and complex event processing techniques, which permit the notification of relevant context-aware information ahead of time. On the other, it has been refactored towards a microservice architecture pattern, highly improving its maintenance and evolution. The architecture performance has been evaluated with an air quality case study
Capability driven development: an approach to designing digital enterprises
The final publication is available at Springer via http://dx.doi.org/10.1007/s12599-014-0362-0[EN] The need for organizations to operate in changing environments is addressed by proposing an approach that integrates organizational development with information system (IS) development taking into account changes in the application context of the solution. This is referred to as Capability Driven Development (CDD). A meta-model representing business and IS designs consisting of goals, key performance indicators, capabilities, context and capability delivery patterns, is being proposed. The use of the meta-model is validated in three industrial case studies as part of an ongoing collaboration project, whereas one case is presented in the paper. Issues related to the use of the CDD approach, namely, CDD methodology and tool support are also discussed.This work has been partially supported by the EU-FP7 funded project no: 611351 CaaS - Capability as a Service in Digital Enterprises.Berzisa, S.; Bravos, G.; Cardona Gonzalez, T.; Czubayko, U.; España, S.; Grabis, J.; Henkel, M.... (2015). Capability driven development: an approach to designing digital enterprises. Business and Information Systems Engineering. 57(1):15-25. https://doi.org/10.1007/s12599-014-0362-0S1525571ArchiMate (2013) An enterprise modeling language from the Open Group. http://www.opengroup.org/archimate/ . Accessed 3 Dec 2014Asadi M, Ramsin R (2008) MDA-based methodologies: an analytical survey. In: Proceedings Model driven architecture – foundations and applications (ECMDA-FA 2008), LNCS 5095, pp 419–431Barney JB (1991) Firm resources and sustained competitive advantage. 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Innovative public governance through cloud computing: Information privacy, business models and performance measurement challenges
Purpose: The purpose of this paper is to identify and analyze challenges and to discuss proposed solutions for innovative public governance through cloud computing. Innovative technologies, such as federation of services and cloud computing, can greatly contribute to the provision of e-government services, through scaleable and flexible systems. Furthermore, they can facilitate in reducing costs and overcoming public information segmentation. Nonetheless, when public agencies use these technologies, they encounter several associated organizational and technical changes, as well as significant challenges. Design/methodology/approach: We followed a multidisciplinary perspective (social, behavioral, business and technical) and conducted a conceptual analysis for analyzing the associated challenges. We conducted focus group interviews in two countries for evaluating the performance models that resulted from the conceptual analysis. Findings: This study identifies and analyzes several challenges that may emerge while adopting innovative technologies for public governance and e-government services. Furthermore, it presents suggested solutions deriving from the experience of designing a related platform for public governance, including issues of privacy requirements, proposed business models and key performance indicators for public services on cloud computing. Research limitations/implications: The challenges and solutions discussed are based on the experience gained by designing one platform. However, we rely on issues and challenges collected from four countries. Practical implications: The identification of challenges for innovative design of e-government services through a central portal in Europe and using service federation is expected to inform practitioners in different roles about significant changes across multiple levels that are implied and may accelerate the challenges' resolution. Originality/value: This is the first study that discusses from multiple perspectives and through empirical investigation the challenges to realize public governance through innovative technologies. The results emerge from an actual portal that will function at a European level. © Emerald Group Publishing Limited
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