Inter-organisational communication: organisational future orientation, inter-organisational interaction quality and inter-organisational group mechanism

The purpose of this study is to investigate the effect of organisational future orientation and interaction quality on inter-organisational communication, and the mediating role of inter-organisational group mechanism on the relationship between organisational future orientation, interaction quality and inter-organisational communication. A questionnaire assessing the experience of organisational future orientation, inter-organisational interaction quality, inter-organisational group mechanism and inter-organisational communication was administered to 101 out of 136 humanitarian organisations delivering social services to refugee settlements in Uganda. The proposed hypotheses were tested using PLS-SEM in the SmartPLS version 3.3.0 for professionals. The paper found that organisational future orientation has a positive impact on inter-organisational communication. Inter-organisational group mechanism partially mediates organisational future orientation and inter-organisational communication whilst it fully mediates the relationship between inter-organisational interaction quality and inter-organisational communication. The findings of this research provide useful insights into the role of inter-organisational group mechanism in boosting the role of organisational future orientation and interaction quality in inter-organisational communication in humanitarian relief delivery. Hence, a high level of inter-organisational group mechanism not only improves inter-organisational communication in humanitarian relief delivery but also enhances the benefits of organisational future orientation and interaction quality for inter-organisational communication. This research is one of the limited studies that investigate the effect of organisation future orientation and interaction quality on inter-organisational group mechanism and inter-organisational communication in humanitarian relief delivery in sub-Saharan Africa.

Analisis Pengaruh Kualitas Website Maxserver Menggunakan Webqual 4.0 Terhadap Kepuasan Pengguna Pada PT.MCS

Layanan suatu website perlu diukur untuk mengetahui tingkat kepuasan pengguna dan memperoleh umpan balik. Dalam penelitian ini kualitas website Maxserver diukur dengan menggunakan metode webqual 4.0. Webqual merupakan instrumen yang menilai kualitas suatu website menurut persepsi pengguna akhir. Analisis regresi linier berganda digunakan untuk menguji hubungan antar dimensi dari webqual 4.0 dengan kepuasan pengguna. Responden dalam penelitian ini adalah pengguna yang sudah berlangganan menggunakan produk dari maxserver. Jumlah sampel dalam penelitian ini sebanyak 122 responden. Data penelitian diperoleh dari hasil penyebaran kuesioner terhadap responden. Hasil penelitian ini dapat disimpulkan untuk hasil analisis koefisien determinasi adalah 0.644. jadi sumbangan pengaruh dari variabel independent yaitu 64.4% sedangkan sisanya 35.6% dipengaruhi oleh faktor lain. Sedangkan kesimpulan untuk Uji F yaitu kualitas kegunaan (usability) , kualitas informasi (information quality) dan kualitas interaski (interaction quality) secara bersama-sama berpengaruh terhadap kepuasan pengguna (user satisfaction). Kemudian untuk hasil Uji T yaitu dimensi information quality dan interaction quality berpengaruh positif dan signifikan terhadap user satisfaction. Untuk itu dibutuhkan rekomendasi untuk peningkatan kualitas website maxserver pada dimensi information quality dan interaction quality.Kata Kunci: Webqual 4.0, Kualitas Website, Maxserver, PT. MCS

Pengukuran Kepuasan Pengguna Website Politeknik ATI Padang Berdasarkan Persepsi Pengguna Internal

Website is an important part of any organization namely in the government, business, health and education sectors. In the world of higher education, website can be used to disseminate information related to campus life as well as a medium for promoting the existence of the campus to the outside world. As a higher education institution, Polytechnic ATI Padang own a website which is used to display various information about campus academic activities. In its management, the level of user satisfaction of the website of Polytechnic ATI Padang has never been measured. The Webqual 4.0 method used in this study aims to measure the satisfaction of internal website users by looking at the dimensions of Usability, Information Quality, Interaction Quality and Customer Satisfaction. Measurements performed by using a questionnaire instrument with Likert scale then calculated with the help of SPSS software. The results obtained that the independent variables, namely Usability, Information Quality, Interaction Quality have an influence on the dependent variable Customer Satisfaction of 70.1% and there are still 29.9% of other independent variables that can affect the dependent variable Customer Satisfaction. Furthermore, based on the results of the calculation of the satisfaction level with Likert scale, it was found that the variables of Usability, Information Quality, Interaction Quality and Customer Satisfaction received a satisfied interpretation, so it can be concluded that the Polytechnic ATI Padang website provides good service to its users.

Improving the methods for determining the index of quality of subsystem element interaction

It was proposed to improve the existing method of determining the quality of interaction of the elements of subsystems of the Machine Operator-Machining Center-Control Program for manufacturing parts (MO-MC-CP) system. This method combines estimates of social (machine operator), technical (machining center), and informational (control program for manufacturing parts) subsystems. Improvements were achieved through the use of four independent indices which are defined separately. One index takes into account single, double and triple interactions of integrated indicators where values of specific weight of weight coefficients depend on the sample size. The other three indices are a synergistic effect where the weight coefficients do not depend on the sample size. Therefore, the model of this index was modified at the expense of additional subsystems. Existing approaches to determining the indices are not focused on the assessment of the quality of interaction of the MO-MC-CP system, have software limitations, and work with limited sample sizes. With this in mind, it was decided to improve the existing tools of determining the quality indices of interaction to assess levels of interaction of the subsystem elements. The proposed software-implemented methods and the technology of index assessment improve the efficiency of the assessment of complex systems. Experimental verification has shown the superiority of interaction quality indices over those in the existing methods. A sign of efficiency is as follows: a smaller value of mean-square deviation of the proposed indices in comparison with the existing ones: S(ІQI1)=0.812; S(ІQI2)=0.271; S(ІQI3)=0.675; S(ІQI4)=0.57 and S(І)=0.947; S(І)=0.833; S(І)=0.594, respectively. The results obtained in the study of the interaction quality index are useful and important because they make it possible to better assess the interaction of subsystem elements and apply the proposed technology at industrial enterprises.

Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification

Given that customer voice behaviors are confused with customer complaint behaviors in usage, this study thoroughly explains the essential differences between the two constructs. On that basis, this study investigates how employee–customer interaction (ECI) quality affects customers’ prohibitive voice behaviors, which is an crucial type of customer voice behaviors, by examining customer trust and identification as mediators. Data from 395 restaurant customers are collected and analyzed using structural equation modeling. Results show that ECI quality positively affects customers’ prohibitive voice behaviors. In this effect, customer trust and identification play direct and sequential mediating roles. This study contributes theoretically to the current knowledge by clearly distinguishing customer voice behaviors from customer complaint behaviors and by providing new insights into the mechanism of customers’ prohibitive voice behaviors from the perspectives of service interaction and relational benefit enhancement. The practical implications of this study can help pointedly foster customers’ prohibitive voice behaviors.

Analisis dan Evaluasi Website Layanan Jasa Menggunakan Webqual 4.0 dan Metode Analytical Hierarchy Process (AHP)

Website pada internet tidak hanya digunakan untuk memperoleh informasi saja, melainkan dapat digunakan sebagai media untuk melakukan bisnis, oleh karena itu untuk menambah minat pengguna internet dalam mengakses dan membaca isi website, website harus bisa disajikan dengan menarik dan informatif. Pada proses analisis kualitas website terhadap kepuasan pengguna kali ini dilakukan pada website Coredinate Laboratory Indonesia karena setelah dilakukan proses elisitasi dengan metode wawancara ditemukan banyak kekurangan dalam sisi Usability. Usability sendiri dinilai penting untuk mengukur kualitas kelayakan sistem. Analisis kualitas dilakukan untuk mengetahui faktor apa saja yang sekiranya dapat meningkatkan kualitas website Cordinatelab sehingga dapat mengukur kepuasan pengguna. Untuk melakukan analisis kepuasan pengguna terhadap kualitas website Coredinatelab, digunakan metode Webqual 4.0 dan Analytical Hierarchy Process (AHP). Dikarenakan Webqual lebih berfokus pada kualitas website dan AHP digunakan untuk menyusun rekomendasi prioritas pada tiap kriteria yang nantinya akan menjadi patokan perbaikan website. Setelah dilakukan perbaikan website, dilakukan penyebaran kuesioner kedua terhadap responden yang sama untuk perbandingan antar website saat ini dan website perbaikan dan didapatkan nilai tertinggi dengan pernyataan “Setuju” pada dimensi Usability, Information Quality, dan Interaction Quality. Hal tersebut menunjukkan bahwa pengunjung dinilai puas dengan perbaikan website yang dilakukan.