Frontiers in Management Science

Service Quality and Client Demographic Profile: A Correlational Study Among Clients of the Department of Public Works and Highways – Isabela 4th District Engineering Office

MARIE KRIZEL A. CORTADO — 2026-08-14

The focus of this descriptive-correlational study was the relationship between clients’ demographic profiles and perceived service quality at the Department of Public Works and Highways (DPWH) – Isabela 4th District Engineering Office, located in San Isidro, Isabela. The SERVQUAL framework was adopted to assess five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The data-gathering technique consisted of a self-administered questionnaire filled in by a simple random sample of 48 clients, with an equal number of males and females. The analysis was conducted using weighted means, Pearson Product-Moment Correlation, and One-Way ANOVA techniques. The overall perception of the service quality at the DPWH – Isabela 4th District Engineering Office turned out to be very high (M=4.03), with the service quality dimension of Assurance being rated the highest (4.34) and the service quality dimension of Responsiveness the lowest (3.80) because of the long waiting time of clients. Interestingly, there were no significant correlations discovered between sex and service quality dimensions (p>.05). Age had a significant positive correlation with Reliability only (r=.303, p=.036). Initially, civil status was proven to have strong differences regarding Reliability (p=.022), Assurance (p=.049), and overall quality of service (p=.044). Education gave the most relevant results for four parts of the research, namely: tangibility, reliability, responsiveness, and empathy; it proved to greatly influence the research (p=.020). The results show that service perception is defined by context and can therefore be affected by education and civil status. Firstly, queue management is suggested. Secondly, assurance of service standards should be implemented.

Managerial Practices and Employee Experiences During Digital Transformation: A Qualitative Case Study of Organizational Change at Unilever Uganda

Kikomeko Joseph — 2026-08-14

This qualitative case study examines how digital transformation reconfigures managerial practices and employee experiences at Unilever Uganda. Grounded in Socio-Technical Systems (STS) and Dynamic Capabilities theories, the study investigates the operational and human dimensions of automated human resource ecosystems, AI-driven talent marketplaces, and digitized sales distribution networks. Utilizing an exploratory qualitative case study design, data were collected through semi-structured interviews with 10 purposively sampled stakeholders, including Unilever executives, human resource managers, and Kampala-based distributors, complemented by document analysis of regional performance reports. The findings reveal that while digital integrations such as the “Eazzystock” supply chain financing initiative and global talent networks dramatically streamline workflows, improve resource allocation, and lower transaction costs, they also generate friction regarding algorithmic opacity, localized digital divides, and routine labor displacement. The study suggests that the success of enterprise digitalization may depend upon the alignment of technical capabilities with regional socio-economic realities and human-centric values. It recommends that multi-stakeholder coalitions, corporate managers, and policymakers establish inclusive upskilling pathways, robust social protections, and participatory digital frameworks to foster a balanced and sustainable future of work.

Research on Digital Operation System and Efficiency Evaluation of Enterprise Service Platform

Chuan Shi — 2026-08-24

Against the backdrop of digital economy development, industrial enterprise service platforms act as core carriers for the digital transformation of small and medium-sized enterprises as well as government-enterprise industrial collaboration. The industry is plagued by fragmented operational architectures, single-dimensional efficiency evaluation criteria and insufficient enabling coordination. Existing research fails to construct an operation system adapting to the dual attributes of state-owned public welfare platforms and private profit-oriented platforms, and traditional evaluation models ignore operational risk losses, leading to low calculation accuracy. Based on the Technology-Organization-Environment (TOE) theory and platform ecosystem governance theory, this paper constructs a five-dimensional coupled digital operation system. Using panel data of 217 industrial park enterprise service platforms from 2020 to 2024 (Nkhoma M Z & Dang D P T., 2013), this study adopts the combined weighting method, improved Super-SBM-DEA model and panel threshold model for empirical analysis. The results show that all five operational dimensions can positively improve platform efficiency, among which data governance presents the strongest enabling effect. Employees’ digital literacy and marketization degree have double threshold effects, and the enabling effect is significantly enhanced after exceeding the threshold values. Obvious heterogeneity exists in the enabling paths of state-owned and private platforms. This research improves the theories on digital operation of B2B platforms, optimizes the efficiency evaluation method that takes both benefits and risks into account, and provides references for differentiated operation, maintenance and governance of platforms.

Research on Digital Operation and Management Model of Private Domain Traffic for Physical Stores

Jinye Zeng — 2026-08-26

Against the backdrop of the digital economy, surging customer acquisition costs in the public domain, offline passenger flow loss, and difficulties in precipitating user assets have severely restricted the sustainable development of physical stores. Targeting the industrial drawbacks of fragmented, experience-driven private domain operation lacking quantitative systems in traditional brick-and-mortar stores, this study takes physical retail stores as research samples and carries out empirical research grounded in core theories including human-goods-scenario reconstruction and user lifetime value, alongside grounded theory, structural equation modeling and multi-case triangulation verification methods.

This paper extracts five core dimensions: digital empowerment, full-domain contact point precipitation, refined user operation, data governance and closed-loop performance management. It incorporates user trust and user stickiness as mediating variables, business format type and digital maturity as moderating variables, and constructs an integrated model for digital private domain operation of physical stores. Empirical results indicate that all five dimensions significantly and positively improve private domain operation performance, among which data governance (β=0.423, p<0.001) and refined user operation (β=0.391, p<0.001) exert the strongest driving effects, and both mediating and moderating mechanisms are valid.