service Business

The South African Police Service (SAPS) Training College, Paarl is facing challenges to reward, motivate and ensure service delivery at the Academy. In any organisation, employees are working to provide service to both internal and external clients for this it is important to take care of employees because they are interacting with these clients. Thus, a cardinal question is how can organisations retain and motivate employees in order to offer a quality service to their clients? The aim of this study was to determine the influence between rewards, motivation and service quality at the SAPS Training College, Paarl. Semi-structured interviews with 10 managers and supervisors utilizing purposive sampling were conducted. The findings revealed that participants at the Training College, Paarl are motivated by only intrinsic as the morale is slow due to a lack of extrinsic factors with particular emphasis on pay or remuneration. Lack of recognition or perceived favouritism with the SAPS wh...

People have switched professions to become small business entrepreneurs during the COVID-19 pandemic. There are so many UMKMs born in 2020 – 2021 with little experience in how to do business. Moreover, there is a shortage of manpower, where young UMKMs are only run by one person due to the continuity with the pandemic, so owners do not have the time or energy to help answer customer’s questions. One way to solve this problem is to use a Chatbot. Usually, a chatbot is used as a tool for humans to communicate by providing digital-based information, such as answering questions about the types of goods sold in a store. Chatbots are used because of their ability to interact with many individuals at once quickly and accurately. So that this research designs and develops a text classification system on chatbots using the Support Vector Machine. The purpose of developing this system is to simplify and speed up the proses of product information exchanges to customers. With an average respons...

PurposeThis study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach.Design/methodology/approachThis model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions to measure Malaysian Islamic banking service quality. Respondents are the customers (Muslim and non‐Muslim) who visit the bank counters. They must have an account with one of the full‐fledged Islamic banking and dual‐banking systems.FindingsThe results showed that the proportion of Malaysian Muslims' awareness of the Islamic banking products and services were high compared to non‐Muslim customers. The majority of the Islamic banking customers were satisfied with the overall service quality provided by their banks. The findings suggest that the standard model of Islamic banking service quality ...

This paper explores the relationship between the adoption of HRM practices in Small and Medium-sized Enterprises (SMEs) and the characteristics of the firm and the person responsible for HRM. We propose a conceptual model based on the resource-based view, which is tested with quantitative data from 164 tourism’s SMEs in Catalonia (Spain). As predicted, the adoption of HRM practices is positively associated with the presence of an HRM department. Also, SMEs in which the person responsible for HRM has previous experience in similar positions are greater adopters of HRM practices. Finally, SMEs which cooperate with other organizations are more likely to implement HRM practices.

This study sought to identify the causes of poor service delivery and the strategies to improve service delivery in local authorities using the case of Kajiado Local Authority. Two selfadministered questionnaires were designed i.e. one for the employees and the other for service users so as to capture the views of both the employees and service users. Questionnaires were conveniently distributed to 150 service users and 100 were returned usable. Questionnaires were also conveniently distributed to 20 employees of Kijiado Local Authority and 20 were returned usable. A mixed approach i.e. a combination of quantitative and qualitative methods was taken to analyse data. The findings showed that the major causes of poor service delivery are councilor interference and political manipulation, corruption and lack of accountability and transparency, inadequate citizen participation, poor human resource policy, failure to manage change, lack of employee capacity, poor planning, and poor monit...

This article discusses the application of the new public service concept in serving the public. This is based on the Public Administration Problem in its development which has gone through several stages. As one of the countries in the world, of course, it is part of the global administration system, which always develops in accordance with the development of contradictions and mutual relations between nations in the world. So that the implementation of the new public service can have an impact on the implementation of the New Public Service with an awareness of the real role of the state. It is no longer authoritarian or still chooses who has the right to receive services from the State. In the current context, the practice of Public Administration has led to the principles of the New Public Service paradigm.

This paper reports on the analysis of service design visualisations performed with a service science perspective. Two perspectives on services emerging from service marketing and management were used as the basis of the analysis; IHIP (intangibility-heterogeneity-inseparability-perishability) and Service Dominant Logic (SD Logic). In total 17 visualisations were collected for analysis, all of them having been developed in live, commissioned service design projects run by service design consultancies. The ...

The key to becoming a green low-carbon society consists of cutting back the use of fossil fuels and developing new and renewable sources of energy. This long-term goal should be accompanied by the immediate solutions; some of which, such as Green IT practices, are already available. This paper presents a comprehensive overview of the importance of sustainability and the role of IT (Information Technology) in it by providing specific examples of how to green IT and greening with IT that some of the leading firms and non-profit organizations have already undertaken. The paper also introduces some strategies and initiatives undertaken by international environmental organizations for establishing standards and increasing green IT awareness. Finally, the study suggests some guidelines, for businesses, governments, and individuals, to increase the efforts for Green IT and its awareness.

Purpose The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers. Design/methodology/approach This paper uses a conceptual approach that is rooted in the service, robotics and AI literature. Findings The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for...

An analytical model could potentially be used by paratransit service planners to predict fleet requirements, system capacity, and quality-of-service measures for specific operating conditions. The model has a sound theoretical origin and was calibrated using data from a large number of simulated cases representing a wide range of operating conditions and quality of service. This model was shown to have a strong explanatory power, capable of capturing the complex relationship between fleet size, travel demand, quality-of-service measures, and other operating condition variables. With this model, analytical procedures similar to those provided in the Highway Capacity Manual and the Transit Capacity and Quality of Service Manual for other transportation facilities and services could be developed for paratransit systems.

This research examines how customers' perceptions about controversial labor practices of food delivery platforms may affect their intentions to use and recommend these services. Three studies reveal that customers' behavioral intentions depend on their perceptions of the working conditions for the delivery workers, as well as service quality. This influence is higher among customers with a high level of social conscious consumption. Our research also explores the costs that customers would be willing to assume to be served by a food delivery service that offers better working conditions. These insights reveal several relevant managerial implications for gig economy firms.

This research examines how customers' perceptions about controversial labor practices of food delivery platforms may affect their intentions to use and recommend these services. Three studies reveal that customers' behavioral intentions depend on their perceptions of the working conditions for the delivery workers, as well as service quality. This influence is higher among customers with a high level of social conscious consumption. Our research also explores the costs that customers would be willing to assume to be served by a food delivery service that offers better working conditions. These insights reveal several relevant managerial implications for gig economy firms.

Developing countries all over the world are struggling to improve their education system to achieve sustainable development standards. Pakistan being a developing country is no different; the two major issues related to education are quality and quantity and both are imperative in our current situation where we are up against the challenges of low literacy and poor quality of education. The government has taken up the challenge of low quality of education by investing in teacher education in the form of various reforms which are designed to enhance the teaching quality and provide standards of acceptability across the country. In this regard professional standards in 2009 were launched across the country for teachers. The latest concept of teaching is no more transfer of knowledge rather it is the transformation of knowledge in an organized manner. This organized knowledge transformation requires detailed planning and multiple strategies of delivery; this concept took the fourth pla...

Recent economic transformations have forced companies to redefine their value propositions, increasing traditional product offerings with supplementary services—the so-called Product-Service System (PSS). Among them, the adoption of Industry 4.0 technologies is very common. However, the directions that companies are undertaking to offer new value to their customers in the Industry 4.0 have not yet been investigated in detail. Based on a focus group, this paper contributes to this understanding by identifying the main trajectories that would shape a future scenario in which PSS and Industry 4.0 would merge. In addition, future research directions addressing (a) the transformation of the PSS value chain into a PSS ecosystem, (b) the transformation inside a single company towards becoming a PSS provider, and (c) the digital transformation of the traditional PSS business model are identified.

Information use of police force occurs when information acquired by the police to satisfy an information need based on task assigned to them is actually put to use. Information is therefore useful and valuable if after receiving it, it changes things, decisions, behaviour or one’s character and solves the problem for which the information is sought. Survey research design was adopted for the study. The study population comprised 2,305 police officers in Alimosho Local Government Police Division. Stratified random sampling method was used to select 227 police officers. Questionnaire was the instrument used for data collection. Data collected was analyzed using frequency distribution, mean, standard deviation; and Pearson Product Moment Correlation (PPMC) was used for the test of hypotheses. The study established that the police officers use information for three major situations; victims and suspects, unusual circumstances and actualities and quotes (mean=3.72) for all. The result of...

In Hungary the two most important service areas in the business service centers are the information technologies and the finance. Nowadays there is more and more information technologies service centers that deliver services for internal or external corporate partners as an outsourcing or a shared service center. However it is a robust trend in the Hungarian information technologies sector in the last two decades that these companies employ the most newly graduates of higher education but there are very few information about these centers. For example not only the growing headcount is important but these service centers are typically affiliates of big global companies that use new information technologies solutions as well. This research tries to get an overall picture about the players of information technologies business service sector in Hungary. Due to a comprehensive questionnaire and the research is based on the answers of 27 information technologies service centers on its strategic and operational work.

Regardless the Smart City (SC) broad scope, which ranges from a service-oriented ecosystem with the use of almost all the emerging technologies to a resilient urban environment, practice shows that the SC is mostly capitalized for utility upgrades, urban renovation, and real-time city monitoring. Moreover, recent city implementations register attempts to utilize technology for controlling the entire city flows. The aim of this communication paper is to discuss the SC hubness and more specifically the fact that the SC can become a “hub” that collects, processes, and transmits data; brings together people to co-design and evolve; and controls service, material and people flows in all city types. As a result, this paper defines the role, the uses and the architecture of this “SC-as-a-Hub” operation labeled “SCHub”, which can standardize and control all the city flows.

Kepuasan layanan produk/jasa merupakan satu diantara beberapa faktor yang dapat memberikan pengaruh pada sebuah perusahaan. Kepuasan adalah hal yang dapat diukur untuk meningkatkan dan mencapai tujuan dalam suatu perusahaan/institusi pemerintah. Tingkat kepuasan bisa diukur dengan memanfaatkan beberapa metode, diantaranya adalah Service Quality. Service Quality dapat menunjukan selisih antara harapan pelanggan terhadap perusahaan dengan layanan yang diterima oleh pelanggan dan dari selisih antara harapan dengan layanan yang diterima tersebut dapat dilihat tingkat kepuasan yang diberikan oleh pelanggan. Penelitian ini bertujuan untuk mengetahui penerapan dari metode Service Quality dalam mengukur tingkat kepuasan produk/jasa pada perusahaan atau institusi pemerintahan dengan konsep literature review. Hasil dari literature review menunjukan dari penerapan metode Service Quality lebih banyak digunakan pada perusahaan swasta dibandingkan dengan institusi pemerintahan. Hasil juga menunju...

The services sector has been a fundamental factor in the development and growth of different countries for several decades, so that the customer is (or should be) the focal point of all decisions and actions of the service organization. And this is very well understood by companies, which develop marketing strategies to achieve customer loyalty oriented not only to maintain those they already have as exclusive and regular customers, but also to attract new customers and bring them to loyalty standards. The research methodology is a bibliographic review, using electronic means available on the web for the development of the objectives. As a general conclusion, it is confirmed the need of the company or commerce to generate studies and strategies aimed at knowing the tastes of customers, knowing what they think of the service offered by the company, correcting bad opinions if any, and adapting to the new tastes that the market generates either with its products or generating new ones.

Basically, the personal needs of the children determine what kinds of services are needed and how these services can provide adequate answers to the child’s problems. As for the local operation, it is based on less established professional principles; the service planning and provision has an ad hoc nature and there is no conscious planning in the child protection. It is also unknown exactly how the needs of the service recipient determine the type of the services that they are accessed to. However it is well known that indentifying different children target groups, and then determining adequate answers in these cases are the only effective way to reduce the extremely high rate of primary and secondary errors in social policy which is currently presenting in the domestic system.