scholarly journals Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach

2021 ◽  
pp. 025609092110128
Author(s):  
Suhail Ahmad Bhat ◽  
Mushtaq Ahmad Darzi
Keyword(s):  
Service Quality ◽  
Internet Shopping ◽  
Online Service

scholarly journals Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) Di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis

2019 ◽  
Vol 2 (2) ◽  
pp. 100
Author(s):  
Gina Sofia Rahman ◽  
Herijanto Bekti ◽  
M.D Enjat Munajat
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Field Studies ◽  
Integrated Services ◽  
Building Construction ◽  
Online Service ◽  
Library Studies ◽  
One Stop ◽  
Construction Permit

AbstrakPenelitian ini membahas tentang Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis, dengan menggunakan teori servqual dari Zeithaml mengukur 5 dimensi, yaitu Tangible, Reliabillity, Assurance, responsiveness dan Empathy. Penelitian ini merupakan penelitian jenis kualitatif dengan tekhnik pengumpulan data dengan menggunakan studi kepustakaan, dan studi lapangan berupa observasi dan wawancara dengan 6 informan yaitu, Kepala DPMPTSP, Kabid Perizinan, Kabid Pengaduan dan Advokasi, Petugas Frontliner, Kabid Kepegawaian dan Pemohon Perzinan IMB.Berdasarkan hasil penelitian, Kualitas Pelayanan di DPMPTSP Kabupaten Ciamis masih belum berjalan secara efektif dan efisien dikarenakan kurang nya SDM si bagian pelayanan perizinan DPMPTSP Kabupaten Ciamis, kurangnya kemampuan petugas dan sarana untuk menunjang online service. Kata kunci : Kualitas Pelayanan, Izin Mendirikan Bangunan, Servqual.AbstractThis study discusses the Quality of Building Construction Permits (IMB) at the Ciamis District One-Stop Integrated Services Investment Office (DPMPTSP), using the servqual theory from Zeithaml to measure 5 dimensions, namely Tangible, Reliabillity, Assurance, Responsiveness and Empathy. This research is a qualitative type of research with data collection techniques using library studies, and field studies in the form of observation and interviews with 6 informants namely, Head of DPMPTSP, Head of Licensing, Head of Complaints and Advocacy, Frontliner Officers, Head of Personnel and IMB Licensing Applicants. research, Service Quality in DPMPTSP Ciamis Regency still has not run effectively and efficiently because of the lack of human resources in the licensing service section of DPMPTSP in Ciamis Regency, lack of staff ability and means to support online services.Keywords: Service Quality, Building Construction Permit, Servqual.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

The effects of online service quality of e-commerce Websites on user satisfaction

2015 ◽  
Vol 33 (3) ◽  
pp. 468-485 ◽  
Author(s):  
Gajendra Sharma ◽  
Wang Lijuan
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Information Quality ◽  
Management Practice ◽  
Online Service ◽  
Internet Applications ◽  
Content Type ◽  
Web Presence

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

scholarly journals Conceptualization of factors affecting customer satisfaction on online food delivery among young executives in Sri Lanka

2021 ◽  
Author(s):  
Amal Wijenayaka
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Delivery System ◽  
Service Providers ◽  
Emerging Market ◽  
Food Delivery ◽  
Mobile Service ◽  
Online Service ◽  
True Nature ◽  
New Business

As a new food delivery system has emerged to capture a larger share of the industry's sales, the online food delivery sector has risen. This new business delivery system has gained widespread acceptance, particularly among young, active, and hardworking individuals. Furthermore, this business has become more competitive due to the increasing number of new business entries and the expectations of users as a result of the anxiety associated with online ordering and the convenience of ordering at any time. In order to succeed in this emerging market, Customers require online service providers to understand the true nature and requirements of their customers and all essential points of the online service industry. This study aims to gather the information that will assist online food service providers to understand the requirements and characteristics of this new service delivery system, which is currently under development. The purpose of this study is to examine the relationships between customers' perceived service quality for online food delivery and its effect on customer satisfaction by adopting a questionnaire from the Mobile Service Quality Study (M-S-QUAL).

scholarly journals E-SERVICE QUALITY AND E–RECOVERY SERVICE QUALITY ON E–SATISFACTION LAZADA.COM

2017 ◽  
Vol 8 (2) ◽  
pp. 258
Author(s):  
Riski Taufik Hidayah ◽  
Eristy Minda Utami
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Service Provider ◽  
Sampling Technique ◽  
Online Service ◽  
Recovery Service ◽  
Purposive Sampling ◽  
Online Marketplace ◽  
The Impact

The purpose of thus research is to find the impact of e-service quality and e – recovery service quality toward e-satisfaction of consumer at online marketplace Lazada. This research is triggered by the decreasing percentage of Top Brand Award on every category Lazada is in. Even though Lazada as an online service provider has done several effort to improve their service quality and respon to each complain in a well manner. The methods used in this research is descriptive and verificative. The population in this research are Lazada consumer whom conducted a complaint after they buy a product from Lazada. The sampling technique in this research is a purposive sampling, with the number of sample is 200 people. To analise the data the author used Path Analysis to understand the correlation wether it is simultaneous or partial.

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