Service Quality Analysis of Internet Access From Universal Service Obligations Fund in Indonesia

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽

10.25159/2663-659x/7265 ◽

2021 ◽

Vol 38 (4) ◽

Author(s):

Lesiba Stephen Ledwaba

Keyword(s):

Service Quality ◽

South African ◽

Service Providers ◽

Public Libraries ◽

Internet Access ◽

Quality Model ◽

Technical Problems ◽

Internet Connectivity ◽

Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

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Usulan Perbaikan Sistem Untuk Meningkatkan Kualitas Layanan Sistem Administrasi Gudang Online (AGO) Menggunakan Standar ISO/IEC 9126 di PT. PLN (Persero) Rayon Duri

KOMTEKINFO ◽

10.35134/komtekinfo.v6i1.43 ◽

2019 ◽

Vol 6 (1) ◽

pp. 78-86

Author(s):

Muhammad Ihsan Hamdy ◽

Rika Rahmat Putri

Keyword(s):

Service Quality ◽

User Satisfaction ◽

Quality Analysis ◽

Maturity Model ◽

Administration System ◽

Technology System ◽

System Service ◽

Maintenance Systems ◽

Quality Guarantee

In building a system, it was needed a quality guarantee. A system could be stated well qualified, if it met the user needs. The quality could be measured from various points of views. One point of views to measure the software quality was focusing on user satisfaction (user based). To know the quality of a system, it was needed a quality analysis of its system. There was a lack of service when online warehouse administration system used to manage the warehouse material inventory in PT. PLN (Persero) Duri Rayon was used. This research aimed at finding proposed improvements for increasing the service quality percentage of online warehouse administration system based on ISO/IEC 9126 standard. The methods of collecting the data were using interview and questionnaire to know user complaints to the user. Maturity Model and Delay approaches were used to process the data. In testing the reliability level, online warehouse administration system was on the first level (the system was computerized, but it was not standardized yet). In testing the delay, all the delays in input were on good category and it could beunderstandable. Based on the levels of maturity and delay, the test showed that there was a need to improve and maintenance the online warehouse administration system to increase the performance of system service quality for users. so that the existence of repairs and maintenance systems can increase 26% to 41% the percentage of the quality of an information technology system.

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SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

Verslas teorija ir praktika ◽

10.3846/btp.2018.18 ◽

2018 ◽

Vol 19 (0) ◽

pp. 177-185

Author(s):

Hendy Tannady ◽

Filscha Nurprihatin ◽

Hendy Hartono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Quality Analysis ◽

Satisfaction Level ◽

Quality Service ◽

Analysis Method ◽

High Expectations ◽

Perceived Satisfaction ◽

Retail Chains ◽

And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

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Service Quality Analysis of Banks in Rajasthan Post Financial Inclusion Program

WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS ◽

10.37394/23207.2021.18.40 ◽

2021 ◽

Vol 18 ◽

pp. 396-401

Author(s):

Shailja Khanduri

Keyword(s):

Service Quality ◽

Service Sector ◽

Banking Sector ◽

Financial Inclusion ◽

Quality Analysis ◽

Indian Government ◽

Public And Private ◽

Reliability Factor ◽

Indian Banks ◽

Public And Private Sector

This study applies SERVQUAL analysis to measure the service quality offered by Indian banking sector in the Indian state of Rajasthan. This study was performed 5 years after the launch of national mission for financial inclusion by Indian government. Both the public and private sector banks were incorporated in the study. Respondents are mostly from the urban background spread over various cities in Rajasthan. The dimensions studied are tangibility, reliability, responsiveness, assurance and empathy. The average SERVQUAL score was found to be -0.189 and the results reveal about 95.22% customers’ expectations were met. The empathy factor satisfying customers’ expectations (99.28%) shows the tremendous quality of personal handling in Indian banks service sector, while the lowest score on the reliability factor (89.63%) gives an idea of customer’s concerns regarding reliability of services in Indian banking sector. Overall, the present study finds that Indian urban banks average performance vis-à-vis the five service quality dimensions is quite satisfactory

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