Allowing users to pick and choose: A conjoint analysis of end-user preferences of public e-services

Pleger, Lyn Ellen; Mertes, Alexander; Rey, Andrea; Brüesch, Caroline

doi:10.1016/j.giq.2020.101473

Cited by 36 publications

(27 citation statements)

References 53 publications

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“…The results prompt the rankings or ratings of the consumers from a hypothetical service that is presented from the survey questionnaire. Studies such as food and beverages preferences, such as milk and tea [23,30], online learning attributes [21,31,32], park preferences [17,27], musical instruments [22], education [33,34], public e-services [26], and even health risks and vaccine preferences [35,36] have been conducted. Therefore, conjoint analysis as a tool for evaluating the complete set-up of group attributes highlights consumer preferences and can lead to businesses being able to understand customer preference and, if delivered, can lead to customer satisfaction [30].…”

Section: Conjoint Analysismentioning

confidence: 99%

“…This tool is widely used in marketing and consumer research [20][21][22]. Conjoint analysis has been utilized in different aspects of measuring preference such as food [23][24][25], urban planning and designs [17,26,27], and even in physical activities [28]. However, there are no studies that dealt mainly on customer preferences of fitness centers, specifically during COVID- 19.…”

Section: Introductionmentioning

confidence: 99%

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Gym-Goers Preference Analysis of Fitness Centers during the COVID-19 Pandemic: A Conjoint Analysis Approach for Business Sustainability

et al. 2021

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The COVID-19 pandemic has had a great impact on the fitness centers industry. The purpose of this study is to analyze the preference of gym-goers on fitness centers in the Philippines during the COVID-19 pandemic by utilizing a conjoint analysis approach. One thousand gym-goers voluntarily participated in this study and answered 22 queries created from the orthogonal design. The results indicated that Price was the highest attribute considered (21.59%), followed by Ventilation (17.56%), Service (16.59%), Trainer (14.63%), Payment Method (11.95%), Operating Hours (8.90%), and Login (8.70%). The results also indicated that comfort, security, and fitness center services were the main aspects that gym-goers would consider as their main preference. The study highlighted how gym-goers are sensitive to the price set by the fitness centers. Moreover, due to the COVID-19 pandemic, ventilation and size are considered highly important attributes among gym-goers. Comfort, safety, and security are the main consideration to have sustainable fitness centers during and even after the COVID-19 pandemic. The outcome of this study may benefit fitness centers and increase their business market by considering the preference of customers. Finally, the result of this study can be utilized by fitness centers to promote a generalized fitness center for gym-goers of different generations, statuses, and even socioeconomic status during and even after the COVID-19 pandemic.

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Section: Conjoint Analysismentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Gym-Goers Preference Analysis of Fitness Centers during the COVID-19 Pandemic: A Conjoint Analysis Approach for Business Sustainability

et al. 2021

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“…Die Bevölkerung gewöhnt sich dank innovativen und disruptiven Unternehmen, wie beispielsweise Amazon, Netflix oder Zoom, zunehmend an digitale Dienstleistungen, was die Entwicklung neuer digitaler Angebote beschleunigt (European Commission Joint Research Centre 2020). Diese Entwicklungen lösen Erwartungen an die Verwaltung aus, ebenfalls digitale Dienstleistungen anzubieten (Brüesch et al 2017;Mertes et al 2020;Pleger et al 2020). Um diesem Bedürfnis nachzugehen, hat sich das Angebot an digitalen Services der Behörden in den letzten Jahren vergrössert, beispielsweise im Bereich der Partizipation, der Bildung oder der Verwaltungsleistungen im Allgemeinen (Cahlikova und Bundi 2020;Fischer et al 2020a;Teucher und Lang 2020).…”

Section: Einführungunclassified

#getintouch! Eine vergleichende Analyse der digitalen Points of Contact in Zürcher Gemeinden

Fischer

Mertes

Hänni

2021

HMD

Self Cite

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ZusammenfassungDie digitale Transformation der Verwaltung in der Schweiz schreitet voran. Ein zentraler Aspekt der digitalen Verwaltung ist der Zugang zu Dienstleistungen über das Internet. Im Zentrum stehen dabei oftmals die Behördenwebseiten, da verschiedene Anspruchsgruppen darüber Informationen und Dienstleistungen beziehen. Demzufolge lösen die Webseiten in einer digitalen Verwaltung den Schalter als primären Point of Contact ab. Während die Privatwirtschaft den Mehrwert digitaler Points of Contact bereits erkannt hat, ist der Umsetzungsstand in der Verwaltung heute nicht bekannt. Dieser Beitrag erhebt das Angebot digitaler Kontaktmöglichkeiten in allen Zürcher Gemeinden. Es zeigt sich, dass klassische digitale Points of Contact wie eine E‑Mail-Adresse oder ein Online-Schalter von der Mehrheit der Gemeinden angeboten wird, während innovativere Formate wie ein Stadtmelder oder ein Chatbot seltener anzutreffen sind. Die Grösse der Gemeinde scheint zudem einen positiven Einfluss auf die Vielfalt des Angebotes von digitalen Points of Contact zu haben. Der Beitrag stellt eine erstmalige Übersicht zum Stand digitaler Kontaktmöglichkeiten in den Zürcher Gemeinden dar.

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“…Along with the rise of e‐government, digital public services, also referred to as e‐services, begin to alter state–citizen interaction (e.g., Pleger et al 2020). Public e‐services can be understood as digital interactions between a provider of public services and citizens as an end user (Jansen & Ølnes 2016, p. 648).…”

Section: Introductionmentioning

confidence: 99%

“…Rather than thinking about e‐services from an end‐user perspective, most of the attention has been paid to the technological and design aspects of public e‐services (e.g., Verdegem & Verleye 2009). Ignorance of user satisfaction, however, can result in low acceptance and adoption rates of e‐services (e.g., Pleger et al 2020). This study takes an end‐user‐centric approach to study how replacing face‐to‐face interaction with digital interfaces – SST or apps – changes citizen satisfaction in public service encounters.…”

Section: Introductionmentioning

confidence: 99%

Talk or type? The effect of digital interfaces on citizens' satisfaction with standardized public services

Prokop

Tepe

2021

Public Administration

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Although digital interfaces are increasingly pervading public administration, little is known about how replacing face‐to‐face interaction with digital interfaces affects citizens' satisfaction with public service encounters. This study presents evidence from a vignette experiment conducted on a sample of German citizens (N = 1.234) whereby we randomly varied the type of public service request with regard to its psychological costs, service quality, and the type of interaction (face‐to‐face, self‐service terminal, or app). We found that replacing face‐to‐face communication with a digital interface has no effect on citizens' satisfaction, nor does it mitigate the effect of psychological costs, service failure, and recovery. Corroborating previous research on service recovery, we found that explaining and apologizing partially compensates for failure. Based on these results, we conclude that using digital interfaces does not undermine the goal to enhance citizen satisfaction with public services.

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Allowing users to pick and choose: A conjoint analysis of end-user preferences of public e-services

Cited by 36 publications

References 53 publications

Gym-Goers Preference Analysis of Fitness Centers during the COVID-19 Pandemic: A Conjoint Analysis Approach for Business Sustainability

Gym-Goers Preference Analysis of Fitness Centers during the COVID-19 Pandemic: A Conjoint Analysis Approach for Business Sustainability

#getintouch! Eine vergleichende Analyse der digitalen Points of Contact in Zürcher Gemeinden

Talk or type? The effect of digital interfaces on citizens' satisfaction with standardized public services

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