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.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals Rail-based Public Transport Service Quality and User Satisfaction – A Literature Review

2020 ◽  
Vol 32 (3) ◽  
pp. 423-435 ◽  
Author(s):  
Ahmad Nazrul Hakimi Ibrahim ◽  
Muhamad Nazri Borhan ◽  
Nur Izzi Md. Yusoff ◽  
Amiruddin Ismail
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Information Quality ◽  
Service Providers ◽  
Delphi Approach ◽  
Rail Travel

While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

scholarly journals Measurement And Consequences Of U.S. Tourists Perceptions Of Service Quality: A South African Hunting Safari Case Study

2011 ◽  
Vol 10 (5) ◽  
pp. 33
Author(s):  
Xiliang Han ◽  
Laetitia Radder
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Service Failure ◽  
The South ◽  
Perceived Service Quality ◽  
Quality Principles ◽  
Important Quality ◽  
Service Offering

This research verifies the usefulness of the service quality principles and the Basic Service Package elements of the Augmented Service Offering model in measuring perceived service quality of a complex wildlife tourist activity. In addition, it determines the existence of a quality-satisfaction and quality-intention link. The South African hunting safari serves as an illustrating example. As U.S. hunters constitute the largest cluster of non-domestic customers in the South African safari hunting industry, their perceptions of service quality and the resulting satisfaction and behavioral intentions can significantly impact the sustainable competitiveness and profitability of safari service providers. The results negate the applicability of the SERVQUAL model, but confirm the usefulness of the Augmented Service Offering model in measuring the service quality of the safari hunt and in identifying areas of service failure and adequate service performance. The regression analysis confirmed the existence of important quality-satisfaction and quality-intention links.

scholarly journals The Impact of Mergers and Acquisitions on Service Quality of Banks in Ghana: Case Study of Ecobank and Access Bank Ghana

2015 ◽  
Vol 10 (12) ◽  
pp. 167
Author(s):  
Johnson Yeboah ◽  
Ernest K. Asirifi ◽  
Samuel Ampadu
Keyword(s):  
Service Quality ◽  
Mergers And Acquisitions ◽  
Positive Impact ◽  
Secondary Data ◽  
Perceived Service Quality ◽  
Services Delivery ◽  
The Government ◽  
The Impact

Ghana has witnessed a wave of mergers and acquisitions (M & As) in the banking industry following the bank recapitalization initiative by the government in 2008. This raises an important question concerning the trade-off between the possible efficiency gains and efficiency losses as banks merge into one large unit. The objective of this study was to find out how Mergers & Acquisitions have impacted service quality of consolidated banks in Ghana. A descriptive and explanatory design was adopted as the study sought to describe customer perceived service quality and to also explain the relationship between M & As and service quality. An ANOVA and T-tests techniques were used to analyze primary and secondary data gathered. Findings from the study indicated that M & As had positive impact on overall service quality. The conclusion drawn by the researchers indicates that mergers and acquisitions offer superior growth and financing option for banks. This in turn promotes economic efficiency through improvements in costs and services delivery.

Exploring Relationship Quality of User's Cloud Service

2019 ◽  
Vol 31 (3) ◽  
pp. 17-36
Author(s):  
Tung-Hsiang Chou
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Service Providers ◽  
Cloud Service ◽  
Service Needs ◽  
Continuance Intention ◽  
Theoretical Understanding

The purpose of this article is to develop a research model examining the effects on relationship quality of a cloud service and to investigate the continuance intention of SaaS CRM (Software as a Service Customer Relationship Management) based on SaaS cloud service quality of service (SaaS-Qual) model. As basis theories, the study adopted service quality of SaaS and a post-acceptance model of IS continuance. The study also adds a relationship of quality as a moderate variance to validate the feasibility of cloud service. An online survey and a paper-questionnaire were used to collect data, and most respondents were experienced with using SaaS service for CRM for at least one year. The research causal model was validated by using SEM, and all eight study hypotheses were supported. These results indicate that relationship quality played an important role in influencing users' satisfaction and trust of SaaS's CRM service. High SaaS service quality could also increase users' intention to use cloud service continuously. SaaS CRM service providers should focus on enhancing relationship quality through motivational cloud service needs and SaaS CRM service features to increase user satisfaction and enhance levels of trust to promote continued use of SaaS service on the internet. This study contributes to a theoretical understanding of how relationship quality and cloud service can affect continuance intention.

Service quality of household toilets in rural settlements of India: an assessment from the users' perspective

2017 ◽  
Vol 7 (4) ◽  
pp. 589-600 ◽  
Author(s):  
Mohammad Rashid ◽  
Debapratim Pandit
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Rural Settlements ◽  
Policy Makers ◽  
Perceived Service Quality ◽  
Ordered Logistic Regression ◽  
Using Data

Abstract User satisfaction with the perceived service quality of household toilets and its attributes is one of the important factors that affect users' attitudes towards toilet use. In this study, the perceived service quality of household toilets is assessed using data on users' satisfaction with individual service quality attributes and overall service quality in Gaya district of Bihar, India. The data collected from 723 households are analyzed using factor analysis and structural equation modeling (SEM). Then, an ordered logistic regression is applied to establish the relationship between the latent parameters and user satisfaction with the overall service quality of toilets. The latent factor, ‘toilet structure’ is found to be more important in users' assessment of the overall satisfaction followed by ‘availability of water’ and ‘toilet maintenance’. The identified latent factors are further analyzed in terms of their variation across socioeconomic groups, which showed that households belonging to socioeconomically marginalized sections of society are dissatisfied with their toilets. The service quality of household toilets constructed using subsidies mostly by the socioeconomically marginalized households is perceived as poor. The study highlights the importance of different dimensions of household toilets which would help policy makers in designing more effective policies on rural sanitation.

scholarly journals Service Quality of Addis Ababa Light Rail Transit: Passengers’ Views and Perspectives

2020 ◽  
Vol 6 (4) ◽  
pp. 231-243
Author(s):  
Adane Obsie ◽  
Mintesnot Woldeamanuel ◽  
Berhanu Woldetensae
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
User Satisfaction ◽  
Local Governments ◽  
Service Providers ◽  
Addis Ababa ◽  
Light Rail ◽  
Rail Transit ◽  
Light Rail Transit

AbstractUnderstanding the service quality of public transportation based on users’ perception is an important input for local governments and transit service providers in their planning efforts to improve system performance. Using the Addis Ababa Light Rail Transit (AALRT) as a case, this study aims to examine service users' views and perspectives by using 18 quality attributes. Factor analysis and ordered logit model were employed for this study. Factor analysis with principal components was used to extract the most important factors of satisfaction from the 18 attributes. The results showed that safety and security, ticketing system, travel information, crowdedness, frequency, cleanliness, and comfort are the most important factors influencing user satisfaction. The level of importance of these factors varies depending on different socioeconomic and travel characteristics of AALRT users. Riders who use the light rail at afternoon peak hours, have high household income and short travel duration, and use LRT for shopping purposes have a negative perception regarding the crowdedness, frequency, ticketing, and information system of the AALRT. Passengers with longer travel distance, those who use the AALRT frequently, and full- or part-time workers and students have a positive perception towards several attributes of the system.

EVALUATION OF MUSEUMS SERVICE QUALITY A RESEARCH STUDY OF MUSEUMS AND GALLERIES VISITORS’ SATISFACTION

2006 ◽  
Vol 12 (2) ◽  
pp. 37-54
Author(s):  
John Mylonakis ◽  
Eleutheria Kendristakis
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Study ◽  
Quality Service ◽  
The Public ◽  
Delivery Of Services ◽  
External Communications

As competition increases in the leisure sector, quality service is an advantage that increases the number of new and repeat users. The case study investigates whether or not the Cambridge & County Folk Museum delivers quality of service to external customers. The current visitor questionnaires are used to assess the Folk Museum's quality of service from the point of external customers through ten determinants of service quality. Staff and receptionists questionnaires identify the Folk Museum's perceptions of its service quality to the public and whether its operation is effective. The findings illustrate that there is no major disparity between the Folk Museum's internal objectives and the delivery of services. However, the Museum does need to explore which services outside audiences want the Museum to provide and to reinforce external communications in order to create positive and attractive images of the Museum for the public.

scholarly journals THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

2020 ◽  
Vol 21 (1) ◽  
pp. 360-372
Author(s):  
Deepika Jhamb ◽  
Amit Mittal ◽  
Pankaj Sharma
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Service Providers ◽  
Strong Relationship ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

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