Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention

© 2020, Emerald Publishing Limited. Purpose: Smart city services (SCS) in contrast with other technology-based services, demand significant interaction and collaboration between the users and the service providers. This study examines the SCS delivery-channel characteristics and the users\u27 personal (behavioral and demographic) characteristics that influence their satisfaction or dissatisfaction with the services, as well as their intention to adopt (i.e. continue using) the SCS-delivery channels. Design/methodology/approach: A quantitative study using a structured questionnaire was conducted for this paper. The data-collection method was administered by emailing the survey to a list of 2,350 city/urban residents who are members of the two largest universities in the greater Dubai metropolis. A total of 600 completed responses (26 percent) were received back, while 580 useable responses (25 percent) were analyzed for this paper. Findings: Our initial findings suggest that contrary to popular belief, it is not only SCS channel factors that influence user satisfaction and continuance intention. SCS users\u27 personal characteristics (such as their user innovativeness and control-seeking behavior) are also pivotal in determining their satisfaction and intention to continue or not continue using the SCS-delivery channels. Research limitations/implications: The paper argues that both SCS channel factors and SCS users\u27 personal characteristics jointly influence the users\u27 experience of the services and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users\u27 behaviors toward the emerging SCS channels in general, and it will be of great value to architects and designers of Smart City technologies around the world. Practical implications: The paper argues that both SCS channel factors and SCS users\u27 personal (behavioral and demographic) characteristics jointly influence the users\u27 trials of the services, and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users\u27 behavioral intentions toward the emerging SCS channels in general; and it will be of great value to architects and designers of Smart City technologies around the world. Originality/value: This paper is one of the first few studies focused on investigating the antecedents of SCS usage behaviors in the Middle Eastern region

Characteristics of Blockchain and Smart Services, for Smart Governments: A systematic review of the literature

The interest in blockchain technology has grown rapidly, day by day. This is simply because of the security and decentralization that it provides. Nevertheless, most government services around the world run on inefficient systems loaded with heavy bureaucracy. They lead to non-transparent systems and a loss of public confidence in government services. The present systematic review of the literature on this topic aims to highlight the characteristics of blockchain technology that demonstrate its uniqueness, together with the characteristics of the smart government services that are required for efficient service delivery. It was found that the dominant characteristics of blockchain technology that are expected to provide the highest value for customers are decentralization and the capacity to be shared and public, whereas the most desired characteristics for the efficient service delivery of smart government services are speed, trust and participation. The paper went on to examine how the use of blockchain technology in government services is impacting on their delivery to customers by using examples from all around the world and to conduct a SWOT analysis of the use of blockchain in the government sector. Its findings are expected to help governments to develop a blockchain strategy that helps smart government services to adopt blockchain successfully

Characteristics of Blockchain and Smart Services, for Smart Governments: A systematic review of the literature

The interest in blockchain technology has grown rapidly, day by day. This is simply because of the security and decentralization that it provides. Nevertheless, most government services around the world run on inefficient systems loaded with heavy bureaucracy. They lead to non-transparent systems and a loss of public confidence in government services. The present systematic review of the literature on this topic aims to highlight the characteristics of blockchain technology that demonstrate its uniqueness, together with the characteristics of the smart government services that are required for efficient service delivery. It was found that the dominant characteristics of blockchain technology that are expected to provide the highest value for customers are decentralization and the capacity to be shared and public, whereas the most desired characteristics for the efficient service delivery of smart government services are speed, trust and participation. The paper went on to examine how the use of blockchain technology in government services is impacting on their delivery to customers by using examples from all around the world and to conduct a SWOT analysis of the use of blockchain in the government sector. Its findings are expected to help governments to develop a blockchain strategy that helps smart government services to adopt blockchain successfully

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance

This paper aims to contribute to the universal discourse on financial services continuance behavior by examining the impact of service cost on customers\u27 service-quality perception and service continuance intention. It presents the results of an empirical study that has explored the impacts of service cost, service quality, and customer satisfaction on health insurance customers\u27 behavioral intention toward continuing or discontinuing with their service providers. Very few studies had examined the impact of service cost on service-quality perception. Our study attempts to fill that gap. A sample of 820 customers was surveyed, and 624 usable responses were analyzed with ANOVA, standard multiple regression, and logistic regression. Our findings indicate that, although highly satisfied health insurance customers will most likely retain their current service providers, customer dissatisfaction does not necessarily lead to discontinuance. Our results also provide some operational implications for health insurance managers, with strategies for reducing attrition and improving customer retention

The relationship between TQM practices and organisational innovation outcomes: Moderating and mediating the role of slack

Purpose: The purpose of this paper is to study the role of slack (both moderating and mediating) to stimulate the relationship between total quality management (TQM) factors and innovation outcomes relative to gaining competitive industry advantages. Design/methodology/approach: The research methodology includes a multi-item scale questionnaire completed in three waves between 2016 and 2017, and later analysed in 2018. A final response rate of 29.5 per cent was obtained, representing 190 organisations from both manufacturing and service industries in the United Arab Emirates (UAE). Partial least squares structural equation modelling was used to test the multi-collinearity, moderation and mediation analysis. Findings: Analysis confirmed that factors such as continuous improvement (CI), human resource management (HRM) and information measurement (IM) were positively linked to innovation. However, when slack was introduced as a moderator, innovation outcomes were stimulated through HRM and IM. The results indicate that slack acts as a full mediator for management leadership but only partially mediates supplier quality, IM, CI, HRM and process management. Research limitations/implications: In terms of geographical coverage, research was limited to the UAE. Organisations striving for excellence through innovation may benefit from the outcomes, as they help in understanding the relationship between TQM and innovation moderated and/or mediated by slack. This could also lead businesses to develop new strategies that harmonise TQM policies with rationale slack policies, thus, promoting innovation. Originality/value: This study is the first to examine the use of slack to stimulate the relationship between TQM factors and innovation outcomes. Using slack as a mediator can help in understanding when TQM might influence innovation, while slack as a moderator could invert the relationship between the two

The impact of waiting time on hospital service perception and satisfaction: The moderating role of gender

Waiting time in hospitals poses a sensitive issue; particularly since it acts as an important indicator to the quality of service patients are about to receive. We seek to understand the impact of waiting time on patient perception and satisfaction in hospitals. The article examines the moderating role of gender on the relationship between waiting time, perception, and satisfaction. Using regression modeling, we analyze survey data collected from hospitals in United Arab Emirates. The findings confirm that waiting time impacts perception and satisfaction of service quality. The results also reveal that waiting time influences male and female patients\u27 perception and satisfaction in different ways

Gender in service quality expectations in hospitals:The role of cognitive and affective components

2019, Emerald Publishing Limited. Purpose: Despite evidence largely confirming gender-based differences in service quality perceptions in healthcare, little research has considered patients\u27 expectations. This study aims to examine the gender-based differences in both the affective and cognitive components of customers\u27 service quality expectations. Design/methodology/approach: Data were collected through random sampling from three outpatient hospitals in the UAE. Hypothesized relationships between the cognitive and affective components (moderated by gender) were tested by means of CFA and ANOVA. Findings: The results indicate that the differences between male and female expectations of overall service quality as a singular construct were not statistically significant, except for the empathy dimension. However, when measured as affective and cognitive, the results confirm that significant differences do exist between male and female patients. Research limitations/implications: The research was limited to the UAE. However, identifying gender differences in patients\u27 expectations would enable healthcare providers to engage and manage patients\u27 expectations. Originality/value: This paper provides theoretical and practical implications on how the male and female are different in the cognitive and affective components of service quality expectations

Investigation and modelling lean six sigma barriers in service industries: a hybrid ISM-Fuzzy MICMAC approach

Purpose: The success rate of Lean Six Sigma (LSS) in the service industries is dismally poor, and most organisations discontinue LSS initiatives prematurely. This paper aims to identify the LSS barriers (LSSBs) and analyse their interaction via a hierarchical model developed by using interpretive structural modelling (ISM) and Fuzzy Matriced Impacts Croise’s Multiplication Appliqué à un Classement (MICMAC). These allow the LSS execution and implementation to be much more effective and avoid the high cost of implementation. Design/methodology/approach: A structural review of the literature and interviews with experts and professionals from the service industries in the UAE supplied data wherewith to identify LSSBs. Sixteen LSSBs were determined and analysed using ISM and the MICMAC approach to discover the strong drivers and highly dependent barriers. The Fuzzy set was included in the MICMAC analysis to obtain a more precise output and create an effective hierarchical model of the barriers. Findings: The research findings suggest that the top barriers to LSS implementation in service industries are lack of top management commitment, lack of customer focus, resistance to change management and lack of alignment between the LSS and organisational strategy. A deeper analysis using the Fuzzy-MICMAC approach categorises these barriers on the basis of their driving power and dependency. Research limitations/implications: The relationships between paired LSSBs were obtained through an experts’ interpretations of limited numbers in one country. Conducting a large-scale survey with a more comprehensive demographic or deep focus in one service industry might deepen our understanding of the interactions of LSSBs and models. Practical implications: The developed ISM that model suggests that the dependencies and relationships among the barriers must be accurately determined so as to remove the collaborative effect of barriers on the implementation process is at the earliest opportunity. This would improve service companies’ competitive advantage and profitability, drive out waste and reduce the cost associated with poor quality. Similarly, academicians may advocate ways in various issues can contribute to improve LSSBs for amended LSS implementation now that business services are booming in the fourth industrial revolution. Originality/value: The structural model was developed holistically on the basis of the inputs from practitioners and academicians to ensure its practical validity. Though the model has theoretical foundations, its practical applicability is a key factor in its development, so this approach was helpful for practitioner wanted to focus on removing the key dominant barriers and be able to deploy LSS concepts smoothly in service industries. The results support the proposition that top management is a crucial factor for LSS project implementation, whatever the complexity of the research methodology and the nature of the service industries

The relationship between citizen readiness and the intention to continuously use smart city services: Mediating effects of satisfaction and discomfort

The principal goals of smart cities are to improve citizens' quality of life and foster economic growth while ensuring efficient service delivery and sustainable development. Accordingly, understanding and adequately meeting citizens' needs and desires is a fundamental step toward improving citizens' happiness. While prior studies have investigated the direct relationship between technology readiness and continuous intention to use the services, extant results are still fragmented. Hence, this study examines the relationship between citizens' readiness and intention to continue usage by introducing satisfaction and discomfort as mediators in a smart city services (SCS) context. We rely on a mixed-method approach to propose and validate a new readiness model for assessing smart city citizens' readiness for continuous usage and long-term adoption of SCS. In the first phase, qualitative research was used by conducting in-depth interviews with SCS experts to investigate and theorize the main factors perceived as enablers and inhibitors to the continuous usage of SCS. While in the second quantitative phase, data were collected from 350 citizens and structural equation modeling was employed to test the proposed hypotheses. The findings suggest three main enablers (empowerment, optimism, and innovativeness) and three main inhibitors (insecurity, mistrust, and legal considerations) that affect the intention to continuously use SCS. In the quantitative phase, satisfaction and discomfort emerged as mediators to intention of continuous usage. Moreover, we found that empowerment, innovativeness, and optimism enhance the continuous usage of SCS when mediated by satisfaction but have no significant effect when mediated by discomfort. Discomfort was found to be an effective mediator between inhibitors and continued usage intention. Our study highlights the role of technology readiness as a personality trait in shaping user satisfaction, discomfort, and intention to continue using SCS. Furthermore, it proposes a new scale and model for measuring users’ readiness to adopt and continuously use SCS. The proposed model has practical implications for SCS providers, and can inform the design of future SCS and ensure their sustainable and successful adoption by citizens, not only initially, but also in the long-term