Digital Library Service Quality Assessment Model

Cloud computing is high technology that extends existing IT capabilities and requirements. Recently, the cloud computing paradigm is towards mobile with advances of mobile network and personal devices. As concept of mobile cloud, the number of providers rapidly increases for various mobile cloud services. Despite development of cloud computing, most service providers used their own policies to deliver their services to user. In other words, quality criteria for mobile cloud service assessment are not clearly established yet. To solve the problem, there were some researches that proposed models for service quality assessment. However, they did not consider various metrics to assess service quality. Although existing research considers various metrics, they did not consider newly generated Service Level Agreement. In this paper, to solve the problem, we proposed a mobile cloud service assessment model called mCSQAM and verify our model through few case researches. To apply the mobile cloud, proposed assessment model is transformed from ISO/IEC 9126 which is an international standard for software quality assessment. mCSQAM can provide service quality assessment and determine raking of the service. Furthermore, if Cloud Service Broker includes mCSQAM, appropriate services can be recommended for service users using user and service conditions.

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Pengaruh kualitas website Kandaga terhadap kepuasan pengguna Perpustakaan Pusat Universitas Padjadjaran

Jurnal Kajian Informasi dan Perpustakaan ◽

10.24198/jkip.v9i1.29146 ◽

2021 ◽

Vol 9 (1) ◽

pp. 79

Author(s):

Eko Retno Wulandari ◽

Edwin Rizal ◽

Elnovani Lusiana

Keyword(s):

Service Quality ◽

Digital Library ◽

User Satisfaction ◽

Information Quality ◽

Quality Improvements ◽

Library Service ◽

Good Reputation ◽

Digital Library Services ◽

Library Websites

Library websites in higher education institutions help increase competitiveness and reinforce institutions, information media, and library promotion. This study aimed to determine the effect of the quality of the Kandaga website partially and simultaneously on user satisfaction at the Padjadjaran University Central Library. This study used an explanatory quantitative approach by distributing questionnaires to 373 people. The analysis of research data used path analysis. Based on the research results, variables of usability quality, service interaction quality, interface quality, and digital library service quality partially had a significant effect on user satisfaction of the Padjadjaran University Central Library. The quality of the Kandaga website had a significant simultaneous effect on user satisfaction of the Central Library of Padjadjaran University by 87.4%. The quality of the digital library services had the most significant influence on user satisfaction, namely 52.6%. The Central Library o Padjadjaan University needed to prioritize digital library service quality improvements because this variable significantly influenced user satisfaction. The quality of the Kandaga website partially and simultaneously had a significant effect on user satisfaction of the Central Library. Information quality had no significant effect on user satisfaction of the Central Library of Padjadjaran University. Kandaga's information quality variable had the highest value. The study concludes that users of the Kandaga website believe that the quality of information on the Kandaga website currently has met user needs, has a good reputation, is trustworthy, relevant, detailed, and easy to understand.

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Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries

Mathematics ◽

10.3390/math9202608 ◽

2021 ◽

Vol 9 (20) ◽

pp. 2608

Author(s):

Tsuen-Ho Hsu ◽

Sen-Tien Her ◽

Jia-Jeng Hou

Keyword(s):

Service Quality ◽

Quality Assessment ◽

Assessment Model ◽

Key Factors ◽

Quality Model ◽

Preference Relations ◽

The Past ◽

Consumption Values ◽

Universal Applicability ◽

Fuzzy Linguistic

Service quality is an important factor for a successful company. The SERVQUAL model is widely used. However, it has been controversial over the past 30 years. This research aims to develop a service quality measurement model that can be supported in conceptualization and universal applicability, and uses this model to identify the most important key factors of service quality for three industries. First, based on the theory of consumption values, this study used conceptualization and the modified Delphi method to develop a service quality assessment model—the consumption values-based service quality model (CV-SQ). The CV-SQ model was then used in conjunction with the fuzzy linguistic preference relations (Fuzzy LinPreRa) method to address MCDM problems. The findings suggested that the most important key factors of service quality comprised safety in the aviation companies, innovativeness in the travel agencies, and comfort in the hotels. The CV-SQ model can be supported by theoretical and empirical tests in conceptualization and universal applicability, and has made theoretical contributions to service quality management. The research results have provided practical contributions to the improvement of service quality in the three industries. What is more noteworthy is the weight of epistemic value ranked first and second among the three industries, but it had not been included in any service quality aspect classification schemes during the past three or four decades.

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SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA

SOCIETY INTEGRATION EDUCATION Proceedings of the International Scientific Conference ◽

10.17770/sie2021vol6.6282 ◽

2021 ◽

Vol 6 ◽

pp. 293-311

Author(s):

Iveta Katelo ◽

Irēna Kokina ◽

Vitālijs Raščevskis

Keyword(s):

Service Quality ◽

Quality Assessment ◽

Public Administration ◽

Customer Service ◽

Public Service ◽

Public Services ◽

The State ◽

Assessment Model ◽

Quality Of Services

Improvement of quality of public services is one of the important goals in the advancement of the operation of state / public administration in Latvia. The aim of the research was to evaluate the quality of customer service in the institutions of public administration in Latvia, to perform the factor analysis of the collected data.The research was based on the selection of customers of public services, in total of 292 people in Riga and in Latvian regional centres in 2017-2018. The research was conducted in public institutions of Latvian regions that provide social assistance (SSIA – the State Social Insurance Agency), offer employment promotion services (SEA – the State Employment Agency); realize tax policy in the state (SRS – the State Revenue Service), implement the state environmental protection policy (MEPRD – Ministry of Environment Protection and Regional Development); provide legal aid services (DC – Daugavpils Court). The quality of services provided to the clients of corresponding institutions was evaluated. For the data collection, the service quality assessment model – the SERVQUAL instrument (Parasuraman et al., 1988) was used, as well as the analysis of the research data factors was carried out.The service quality assessment revealed that the performance of public service organizations in Latvia does not meet the customers’ expectations. The evaluation of service quality provided by public authorities, as well as their regular monitoring would improve the quality of services provided.

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