scholarly journals A Measurement Framework for Analyze The Influence of Service Quality and Website Quality on User Satisfaction (Case Study: An IT Service in Jember University)

2018 ◽  
Vol 5 (1) ◽  
Author(s):  
Beny Prasetyo ◽  
Fahrobby Adnan ◽  
Shinta Wardhani
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Website Quality ◽  
It Service ◽  
Measurement Framework

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

The Effect of Sound Relationships on SLA's

2011 ◽  
pp. 1255-1259
Author(s):  
A.C. Leonard
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
User Satisfaction ◽  
Service Level Agreement ◽  
Service Level ◽  
End Users ◽  
End User ◽  
It Service ◽  
Common Understanding ◽  
Required Quality

End users have expectations regarding services and support, and the quality thereof, provided by the supplier. They compare their expectations to the received service to assess the service quality (Coye, 2004). In order to ensure that the service supplied by the service provider meets the expectations of end users, a successful service level agreement (SLA) is required. Quality SLA’s clearly define, amongst many other elements, the commitments and responsibilities of the IT service provider and end users within the service delivery processes (Larson, 1998). One method of measuring the success of SLA’s is by using service metrics with regard to the availability, reliability, serviceability, response, and user satisfaction of the SLA (Larson, 1998). Therefore, the success of the SLA depends on a clear, common understanding of the services and service quality between the service provider and end users. Furthermore commitment, trust, and cooperation between all parties is necessary to achieve success with SLA’s (Hiles, 1994). However, in this paper it is argued that all these soft issues can only form a basis when sound relationships are established and maintained between the IT service provider and end users (Leonard, 2002). This paper aims to determine how the establishment of a sound IT-end user relationship can add value to the SLA for both the IT service provider and the end users, and increase the success of SLA’s.

Measuring factors influencing quality of software-as-a-service

2021 ◽  
pp. 026666692110563
Author(s):  
Nurul Huda Basiran ◽  
Maryati Mohd. Yusof
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Business Processes ◽  
Service Providers ◽  
Software As A Service ◽  
Perceived Service Quality ◽  
The Public ◽  
Business Sectors

Various industrial and business sectors use Software-as-a-Service due to its fast services. However, Software-as-a-Service providers face various challenges in providing high-quality services while simultaneously managing vast multi-tenant infrastructure models and increasingly complex user requirements. To address these problems, we identified those factors that affect the quality of Software-as-a-Service from the perspective of provider–user relationship and investigated how service providers can objectively improve user satisfaction. In a case study, we evaluated the perceived service quality of an information system in the public sector based on user satisfaction with the quality of external outsourcing service in terms of assurance, empathy, responsiveness, reliability, and communication. We identified new sub factors (commitment, skills, effectiveness, change management, business processes, and motivation) and proposed action steps that can guide best practices in ensuring Software-as-a-Service quality. These factors are greatly influenced by the communication between providers and users.

Perceived Technical Service Quality and Information Satisfaction at the Ministry of Communications, Kuwait

2013 ◽  
Vol 26 (2) ◽  
pp. 64-90 ◽  
Author(s):  
Omar E. M. Khalil ◽  
Haitham G. A. Ghanim
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
It Management ◽  
It Service ◽  
Situational Characteristics ◽  
System Use ◽  
Private And Public ◽  
Sector Type ◽  
The Impact

Information technology (IT) has become the backbone for many of today’s organizations in the private and public sectors. However, identifying users’ information satisfaction as well as their perception of the strengths and weaknesses of IT service represents a major challenge for IT management. This research explored the perceived IT service quality (SQ) and user satisfaction (US), the effect of SQ on US, and the impact of a number of demographic and situational characteristics on SQ and US in the Ministry of Communications (MOC) of Kuwait. Three SQ dimensions have emerged, including empathy/assurance, reliability, and tangibles. Users, however, are not certain about the quality of the provided IT service. They are also somewhat satisfied with the systems they regularly use. Age, nationality, job type, sector type, and system use varyingly affect SQ and US. SQ has also emerged as an important determinant of US. These findings as well as their implications are further discussed in the paper.

scholarly journals PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI DAN KUALITAS LAYANAN HER REGISTRASI IGRACIAS TERHADAP KEPUASAN PENGGUNA

2019 ◽  
Vol 1 (01) ◽  
pp. 33
Author(s):  
Viliane Puspa Negara ◽  
Dudi Pratomo
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Sampling Technique ◽  
Positive Influence ◽  
Quality System ◽  
System Quality ◽  
Probability Sampling ◽  
School Year

This research was carried out by using the model's success Information System which has been designed by DeLone and McLean (2003) by taking several required dimensions or variables. The purpose of this study was to examine the influence of information quality, system quality, service quality Her Registration process to the satisfaction of a user (A Case Study of the iGracias application Telkom University). The sample used in this study were the students of Telkom University class of 2013, which at the time of the school year 2016/2017 be final year students so that more process Her Registration compared to other forces. The sampling technique using probability sampling, with probability sampling technique used is Proportionate stratified random sampling, so that the sample in this study were 371 respondents. The study proves that the information quality, system quality, and service quality significantly influence to user satisfaction simultaneously, as well as proving that the information quality, system quality, and service quality have a positive influence and significant to user satisfaction

PENGARUH WEBSITE QUALITY DAN E-SERVICE QUALITY TERHADAP E-LOYALTY DENGAN VARIABEL INTERVENING USER SATISFACTION PADA MAHASISWA FE UST YOGYAKARTA PENGGUNA SHOPEE

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Sherlyn Deviana
Keyword(s):  
Service Quality ◽  
Sample Size ◽  
Customer Loyalty ◽  
User Satisfaction ◽  
Sampling Technique ◽  
Website Quality ◽  
Software Application ◽  
Data Source ◽  
Positive Effect

Decision The purpose of this study was to examine the effect of the website on Shopee and service quality at Shopee on customer loyalty. The sampling technique in this study used a questionnaire distribution technique. And the object in this study is Shopee users (students) at the Faculty of Economics, University of Sarjanawiyata Tamansiswa Yogyakarta with a sample size of 100 respondents. This object is a Shopee user who accidentally meets the researcher and the object is in accordance with the researchers' criteria to be used as a data source. The data obtained were then analyzed using the SPSS version 22 software application. The test was carried out with a hypothesis to determine whether there was an effect of variable X1 and variable X2 on variable Y with the intervening variable User Satisfaction. The results of this study prove that Website Quality and E-Service Quality on E-Loyalty through User Satisfaction in FE students at UST Yogyakarta, shopee customers and E-Service Quality have a positive effect on E-Loyalty is rejected.

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