WEBSITE SERVICE QUALITY IN IRELAND: A CONSUMER PERSPECTIVE

Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study investigating the dimensions of website service excellence valued by Irish customers of a small to medium enterprise specialising in gifts. The e-S-QUAL measurement instrument was applied to customers who purchase products online from this retailer, in order to determine their purchasing patterns and the dimensions of e-service quality that they value. This study makes a major contribution to the literature as it describes the application of the newly operationalised E-S-QUAL measurement instrument. The findings will also benefit both practitioners and researchers in developing an understanding of the factors that contribute towards the creation and maintenance of consumer satisfaction in Irish online transactions

THE RECESSION, BUDGETS, COMPETITION, AND REGULATION: SHOULD THE STATE SUPPLY BESPOKE PROTECTION? RESEARCH SERIES NUMBER 12 OCTOBER 2009

Recessions are harsh. Demand declines. Firms shed labour, reduce output or file for bankruptcy. Pressure mounts to reduce prices and increase productivity. Returns decline; margins are squeezed; dividends are suspended. Unemployment increases. Firms seek to delay payments to suppliers, while simultaneously demanding suppliers reduce input prices and extend credit. Carefully assembled workforce teams are broken up. New products and innovations are put on hold. Competition is characterised as cut-throat, destructive and excessive. Faith in markets begins to be questioned

Supply Chains Linking Food SMEs in Lagging Rural Regions in Ireland

End of project reportThis report reflects the Irish contribution to a 3-year EU-funded research project, SUPPLIERS, which was concerned with the development, innovation, competitiveness and sustainability of food SMEs in lagging rural regions(LRRs) of the EU and Poland. It summarises the results of the research conducted in Ireland, evaluates these findings and makes recommendations to benefit food SMEs located in Ireland’s LRRs. Two regions were selected for study in Ireland. These were the West, comprising counties Galway, Mayo and Roscommon, and the Northwest, comprising counties Donegal, Sligo and Leitrim. Both are classified as Objective 1 regions reflecting their predominantly rural character, economic disadvantage and relative remoteness from urban centres. Three food products were selected for detailed study in each region. Products selected in the West were mushrooms, farmed salmon and speciality foods and, in the Northwest, organic produce, farmed shellfish and prepared consumer foods. This product range encompassed a range of chains from local to international, integrated to fragmented, direct to indirect, providing a basis for comparison and evaluation of different chain structures. This summary report concentrates on the results of four surveys carried out over the course of the study. Producers, intermediaries, commercial customers and support institutions were surveyed.This publication derives from the EU funded project on ‘Supply chains linking food SMEs in Europe’s lagging rural regions’ (SUPPLIERS, QLK5-CT-2000- 00841

Managerial Gaps in e-Banking Quality Drivers: An Empirical Assessment

Providing quality service to the customer is a main issue for e-banking. The extant literature on e-services has preferentially examined quality factors as perceived by customers. On the other hand, quality depends on the managerial perceptions about quality drivers and the decisions that would follow from these perceptions. According to SERVQUAL - the most known service quality model - any gaps between management’s and customers’ perceptions would affect the experienced quality and then the customer satisfaction. The aim of this paper is to explore how bank managers perceive quality drivers for e-banking through a preliminary empirical survey

Retailers and deprivation: an exploratory study

Relationships between retailing and socio-economic deprivation have attracted academic and policy interest, notably focusing on health and diet (including 'food deserts') and retail-led regeneration. Recently, particularly after the economic downturn, declining high streets have been a concern. Yet as shop vacancies rose, especially in poorer neighbourhoods, expansion of certain trades perceived by some as anti-social became a concern: notably high-interest lenders and bookmakers operating high stakes gambling machines. Some suggest predatory motives and exploitation of the disadvantaged here, but with little evidence. This paper analyses locations of 'problematic' trades together with other businesses to establish the extent to which concentrations in deprived areas (defined by the English Index of Multiple Deprivation) exist. Several 'problematic' trades do appear concentrated in deprived areas, but so equally do conventional value retailers and poundshops. Areas for future research to clarify relationships are identified, but ultimately motive cannot be inferred from such analysis

Achieving Quality: Consumer Involvement in Quality Evaluation of Services

[Excerpt] The aim of this paper is to raise awareness of the fact that changes in the approach towards the “clients” or “consumers” of services for people with intellectual disability do have an important impact on the way the quality evaluation systems of these services should be designed and organised

Linking Research and Policy: Assessing a Framework for Organic Agricultural Support in Ireland

This paper links social science research and agricultural policy through an analysis of support for organic agriculture and food. Globally, sales of organic food have experienced 20% annual increases for the past two decades, and represent the fastest growing segment of the grocery market. Although consumer interest has increased, farmers are not keeping up with demand. This is partly due to a lack of political support provided to farmers in their transition from conventional to organic production. Support policies vary by country and in some nations, such as the US, vary by state/province. There have been few attempts to document the types of support currently in place. This research draws on an existing Framework tool to investigate regionally specific and relevant policy support available to organic farmers in Ireland. This exploratory study develops a case study of Ireland within the framework of ten key categories of organic agricultural support: leadership, policy, research, technical support, financial support, marketing and promotion, education and information, consumer issues, inter-agency activities, and future developments. Data from the Irish Department of Agriculture, Fisheries and Food, the Irish Agriculture and Food Development Authority (Teagasc), and other governmental and semi-governmental agencies provide the basis for an assessment of support in each category. Assessments are based on the number of activities, availability of information to farmers, and attention from governmental personnel for each of the ten categories. This policy framework is a valuable tool for farmers, researchers, state agencies, and citizen groups seeking to document existing types of organic agricultural support and discover policy areas which deserve more attention

Devolved governance systems

This article assesses the extent, nature and outcomes of the recently devolved health service governance in the four countries which comprise the United Kingdom. This four-part configuration can be seen as a natural experiment in comparative governance which could therefore carry important lessons not only for the UK but in other countries too. While remaining under the aegis of the National Health Service, each constituent devolved administration has a developed a substantially different governance system. These systems reflect fundamental issues and priorities concerning the decentring of authority, the production and deployment of authority, the suite of incentives required and the preferred role of quasi-market mechanisms. The paper makes an evaluation of the strengths and weaknesses of each governance regime