Precious Agbeko D. Mattah, Albert Justice Kwarteng and Justice Mensah
The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of…
Abstract
Purpose
The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of service quality were rated and the extent of satisfaction among the students was determined. Another issue explored was whether the satisfaction among the respondents inures to their loyalty to the university.
Design/methodology/approach
A questionnaire was designed, pre-tested and administered to 500 graduating students, and 482 of them were returned for analyses. Principal component analysis was used to determine the indicators of service quality. Independent sample t-test and z-test for proportions were used to compare mean scores and proportions of respondents on various variables, respectively.
Findings
The results revealed three indicators of service quality which include quality of academic services and facilities, quality of lecturers and quality of academic programs. Graduands were satisfied with academic services, lecturers and programs. They were, however, not satisfied with the quality of facilities. Majority of the respondents will remain associated with the university as a result of their satisfaction with the services, lecturers as well as programs of the university. It is recommended that the university works assiduously on improving infrastructural facilities to help boost the confidence of the students in the university.
Originality/value
This paper argues that what constitutes quality service vary from one academic institution to the other. It is, therefore, needful for institutions to determine from the perspective of their students what may indicate quality service.
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Swathi Ravichandran, Christian Nedu Osakwe, Islam Mahmoud Yousef Elgammal, Ghazanfar Ali Abbasi and Jun-Hwa Cheah
This paper aims to utilize an extended involvement-commitment and trust commitment model to examine post-consumption decisions related to food delivery app use.
Abstract
Purpose
This paper aims to utilize an extended involvement-commitment and trust commitment model to examine post-consumption decisions related to food delivery app use.
Design/methodology/approach
A self-administered online survey was used to collect data from food delivery app users in the USA.
Findings
Findings validate a favorable role of perceived app security and menu description on trust in app recommendations. Trust was found to be positively related to involvement, commitment and willingness to provide feedback. The positive moderating role of perceived convenience and rewards and incentives was also confirmed in relation to consumers’ trust in app recommendations, and involvement and commitment
Originality/value
A key contribution of this study includes the development of a comprehensive model to understand postconsumption decisions related to the usage of food delivery apps. To the best of the authors’ knowledge, this study is also the first to unveil the antecedent and moderating factors related to food delivery app users’ willingness to provide feedback, share personal data and to pay more.
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Isaac Akomea-Frimpong, Xiaohua Jin, Robert Osei-Kyei and Augustine Senanu Kukah
The contribution of the public–private partnership (PPP) model towards the achievement of the United Nation (UN)'s Sustainable Development Goals (SDGs) has been widely…
Abstract
Purpose
The contribution of the public–private partnership (PPP) model towards the achievement of the United Nation (UN)'s Sustainable Development Goals (SDGs) has been widely acknowledged. However, limited studies have shed light on the connection between PPPs and the achievement of these coveted goals in Ghana. In this study, the authors aimed at analysing and synthesising the existing literature on the use of PPP to achieve sustainability in infrastructure projects in the country.
Design/methodology/approach
A three-step approach was used to retrieve and review 60 selected articles aided by content analysis.
Findings
The analysis showed that all existing relevant publications on the application of the PPP model to attain UN’s SDGs in the country are organised around dominant themes, such as poverty alleviation, urban development, waste management and risk management. However, the review revealed little studies exist on pertinent issues relating to PPPs and sustainable development goals, such as climate action, critical resilience, sustainable finance and clean energy.
Research limitations/implications
Although the study is limited to 60 articles in Ghana, the results reveal pertinent gaps for further research studies to achieve sustainable infrastructural development in Ghana and other countries.
Practical implications
Holistically, the outcome of this study will serve as a guide to project managers to understand essential issues on attaining sustainability on public projects.
Originality/value
This article contributes to the literature and practice on the significance of PPP in mainstreaming UN's SDGs in public infrastructure projects.
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Lexis Alexander Tetteh, Cletus Agyenim-Boateng and Samuel Nana Yaw Simpson
This paper aims to explore the role of public sectors auditors in strategically responding to institutional pressures to conduct a performance audit of Sustainable Development…
Abstract
Purpose
This paper aims to explore the role of public sectors auditors in strategically responding to institutional pressures to conduct a performance audit of Sustainable Development Goals (SDGs) implementation in Ghana.
Design/methodology/approach
To gather in-depth and rich empirical data, semi-structured interviews were conducted with 12 senior and middle management auditors of Ghana's Supreme Audit Institution (SAI).
Findings
The findings indicate that the International Organisation of Supreme Audit Institutions, the government, auditees, political executives and the Audit Service Board all exert institutional pressure on Ghana's audit of SDG implementation. In response to these pressures, the SAI deploys acquiescence, compromise and manipulation strategies that result in the coupling, and in some cases, the loose coupling of SDG audit practices.
Research limitations/implications
Observation method of data collection would have given the researchers first-hand knowledge of the role of auditors, the institutional pressures to SDG audit and the strategic response to the institutional pressures. The authors were unable to accompany the public sector auditors to their field audits. This would have aided in obtaining more detailed empirical data.
Practical implications
The findings suggest that external and internal factors affect public sector audit of SDG implementation. Because the SAI of Ghana is dependent on the central government for budgetary allocation and auditees for miscellaneous logistics, it is under coercive pressure to meet rent seeking demands of political executives. As a result, SAIs in emerging economies must revisit the other side of accountability by reinforcing a constructive dialogue with those held accountable, particularly politicians and auditees.
Originality/value
This study's contribution is the exploration and application of institutional theory and Oliver (1991) model for responding to institutional pressures to a novel research area, namely, SDG implementation audit by public sector auditors in an emerging economy.