Journal of Business and Strategic Management

Impact of Service Quality Dimensions on Citizens’ Satisfaction with Land Services in Rwanda.

2024-05-03T05:39:23+03:00

Purpose: This study aimed to establish the correlation between service quality dimensions and citizen satisfaction with land transfer services in Rwanda.

Methodology: The study employed a mixed research approach; in quantitative research, two two-stage simple random sampling techniques were used to select the sample to be surveyed while key informants were selected purposively from service seekers. Data were gathered from a sample of 422 service seekers who obtained land transfer services from January to December 2019 using a five-item Likert scale. Sixteen (16) key informant interviews were carried out with representatives of service seekers to gather their experience of the service received. A reliability test was conducted and produced a result of 0.932, which is greater than 0.7 indicating excellent reliability of the research tool.

Findings: The findings indicate that all five service quality dimensions are positive and significant predictors of customer satisfaction. The predictive power of each of the five service quality dimensions is as follows: responsiveness (B: 3.349, SE: .4755, Exp. (B):28.473: P-value: 0.00<0.05); tangibles (B: 3.267, SE: .4969, Exp. (B): 26.231: P-value: 0.00<0.05); reliability (B: 2.747, SE: .4293, Exp. (B): 15.596: P-value: 0.00<0.05); empathy (B: 2.248, SE: .4362, Exp. (B): 9.467: P-value: 0.00<0.05) and assurance (B: 1.827, SE: .4490, Exp. (B):6.215: P-value: 0.00<0.05).

Contribution to Theory, Policy, and Practice: The study established that the five service quality dimensions are significant and positive predictors of satifastcion and recommends that, where resources are limited, institutions should focus more efforts on dimensions (Responsiveness, Tangibles and Reliabiity) that predictor satisfaction more than others. It is also recommended that land service delivery model be redesigned in line with decentralisation policy and to fully digitize land services to ensure that, the time taken to process land transfer services is reduced.

Unlocking Potential: The Strategic Advantage of Neurodiversity in the Workplace

2024-04-07T03:39:23+03:00

Neurodiversity, encompassing conditions like autism, ADHD, and dyslexia, offers a rich tapestry of unique talents often overlooked in traditional workplace settings. This article explores the strategic advantages of embracing neurodiversity in the modern workforce, with a particular focus on the strengths ADHD individuals bring to the table. By shifting perceptions to view neurodivergent traits as assets rather than limitations, organizations can unlock new avenues of innovation, efficiency, and success. Through case studies and practical strategies, this paper highlights the transformative potential of neurodiverse talent and advocates for creating inclusive environments that celebrate cognitive diversity.

Technological Standards for Interoperable Toll Collection: A Framework for Seamless Integration

2024-04-19T00:50:54+03:00

Purpose: This research paper aims to propose a framework for seamless integration of technological standards in toll collection systems, with the goal of achieving interoperability. The framework will consider likely developments and enhancements in tolling practices, as well as potential tie-ins to other Intelligent Transportation Systems deployments.

Methodology: The proposed framework will also explore the potential benefits of real-time travel information and responsive pricing in toll collection systems. The recommended framework will facilitate the implementation of interoperable toll collection systems by incorporating technological standards.

Findings: The framework developed in this paper will allow planning agencies to assess the benefits of real-time travel information and responsive pricing in publicly operated toll roads. By comparing the value of these policy options or contract terms, the framework will assist in identifying the optimal tolls for different scenarios. The framework will also explore the integration of vehicle identification/registration systems with tolling functions and other transportation system management functions.

Unique contributor to theory, policy and practice: The framework developed in this paper will enable seamless integration of technological standards in toll collection systems, promoting interoperability.