Factors influencing e-diplomacy implementation: Exploring causal relationships using interpretive structural modelling

Al-Muftah, Hamad; Weerakkody, Vishanth; Rana, Nripendra P.; Sivarajah, Uthayasankar; Irani, Zahir

doi:10.1016/j.giq.2018.03.002

Cited by 49 publications

(38 citation statements)

References 31 publications

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“…The objective of this study is to utilize ISM to explore the relationships between various factors of customer satisfaction with hot spring tourism. The establishment of an ISM involves a number of steps as below, and the process is outlined in Figure 1, which draws from other ISM-based journal papers [80][81][82]. The details of the development of the structural models for each of the clusters are provided in the case study section.…”

Section: Methodsmentioning

confidence: 99%

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Chen

Cheng

et al. 2019

Sustainability

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To stand out in the hot spring tourism industry, customer satisfaction has become the crucial issue for competitiveness. A company cannot implement several customer satisfaction improvement practices altogether with limited resources. Researchers advocate that companies should evaluate the relationships among success factors and explore determinants for their improvement implementation. However, such a relationship evaluation has not yet been adequately performed. This paper intends to explore the determinants for improving hot spring customer satisfaction. Adopting grounded theory (GT) and using data collected from websites, Ctrip and Qunar, the first 12 key factors for customer satisfaction were identified. Then, their interrelationships were assessed by 15 experts, and interpretive structural modeling (ISM) was employed to analyze the interrelationships and the driving and dependence power among key factors. The results show that "Environment Quality", "Special Resource", "Convenience", "Food", Service Quality", and "Facilities" were the decisive factors affecting customer satisfaction. The findings offer important implications for hot spring management and practice. The contribution of this study is using a novel approach to establish a hierarchical structural model for comprehensive understanding of factor relationships that influence hot spring tourists' satisfaction and to explore decisive factors which can help hot spring practitioners to better plan and design effective improvement strategies to attract potential new consumers and retain their current consumers, especially with limited resources.2 of 20 management, and the rating of "hot springs towns" [4]. However, the market of hot spring resorts is gradually becoming more saturated with more intense competition. Consequently, it becomes difficult for the management to distinguish their operations from other market participants in order to increase or maintain their market share if they do not strategically change or improve.Applicable to both tourism and leisure activities, hot spring resources are not only viewed as a large steaming pool and a "health spa"; instead, they have become cultural carriers for fitness, relaxation, and leisure tourism [5]. Compared with those of sightseeing tours, consumers of hot spring tourism demand higher satisfaction. Delivering superior customer value and satisfaction is crucial to a destination's competitive edge [6]. In the largest contemporary service industry, one of the greatest challenges encountered by management is to deliver and maintain customer satisfaction [7,8]. Contemporary tourists want to have a unique experience and are no longer interested in purchasing a standardized product/service; therefore, to meet the new demands, tourist destinations must assign top priority to achieving tourist satisfaction [9]. On the other hand, with the development of the Internet and social networks, it is easier to transfer customers, and it is more difficult to maintain customer loyalty. Keeping high customer satisfacti...

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Section: Methodsmentioning

confidence: 99%

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Chen

Cheng

et al. 2019

Sustainability

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“…This could provide a useful prescription for policymakers to implement in addition to consideration of this research. Moreover, the researchers could also consider implementing ISM methodology (Al-Muftah et al 2018;Dwivedi et al 2017a;Hughes et al 2016;Janssen et al 2018) to understand the driving and dependent barriers. The citizens are one of the most important stakeholders of such developments.…”

Section: Limitations and Future Scopementioning

confidence: 99%

Barriers to the Development of Smart Cities in Indian Context

Luthra²,

et al. 2018

Self Cite

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Smart city development is gaining considerable recognition in the systematic literature and international policies throughout the world. The study aims to identify the key barriers of smart cities from a review of existing literature and views of experts in this area. This work further makes an attempt on the prioritisation of barriers to recognise the most important barrier category and ranking of specific barriers within the categories to the development of smart cities in India. Through the existing literature, this work explored 31 barriers of smart cities development and divided them into six categories. This research work employed fuzzy Analytic Hierarchy Process (AHP) technique to prioritise the selected barriers. Findings reveal that 'Governance' is documented as the most significant category of barriers for smart city development followed by 'Economic; 'Technology'; 'Social'; 'Environmental' and 'Legal and Ethical'. In this work, authors also performed sensitivity analysis to validate the findings of study. This research is useful to the government and policymakers for eradicating the potential interferences in smart city development initiatives in developing countries like India.

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“…The future research can use interpretive structural modelling, analytic hierarchy process, interpretive ranking process etc. to understand the interrelationships and ranking of the key factors of m-government services [37,38,39,40,41,42,43]. Q15: Awareness about what government services are available via mobile phones Q16.…”

Section: Limitations and Future Researchmentioning

confidence: 99%

Citizens’ Perception About M-Government Services: Results from an Exploratory Survey

Rana

Janssen

Sahu

et al. 2019

Proceedings of the Annual Hawaii International Conference on System Sciences

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The development of mobile technology is facilitating the transformation in a way that governments deliver their services. Mobile government is one area that has received very little research, but it can have a tremendous impact on the way citizens engage with their government. This research analyses the data gathered from 81 respondents through online survey on the various aspects of mobile government and collects their views on some of the key questions related to the use of mobile government. The findings showed that although citizens are aware of the possibilities they hardly used mobile devices as a direct communication channel with government. Most users tend to use social media platforms and social media is used as an intermediary between government and citizens. The findings of this research also indicated that although the users are well aware of m-government services and own smartphones, only a handful of them use their mobiles for accessing government services.

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Factors influencing e-diplomacy implementation: Exploring causal relationships using interpretive structural modelling

Cited by 49 publications

References 31 publications

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM

Barriers to the Development of Smart Cities in Indian Context

Citizens’ Perception About M-Government Services: Results from an Exploratory Survey

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