Gaps within the is Department: Barriers to Service Quality

1998 ◽  
Vol 13 (3) ◽  
pp. 191-200 ◽  
Author(s):  
Leyland Pitt ◽  
Pierre Berthon ◽  
Nikala Lane
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Accounting Firm ◽  
Internal Customers ◽  
Barriers To Service

While the external measurement of service quality, and even the measurement of the expectations and perceptions of internal customers, is well established in the services literature, less attention has been given to the assessment of the ‘gaps’ which cause the customer discrepancy. This paper describes a study which ascertained internal gaps (‘1 through 4') in a large information systems department within a major consulting and accounting firm.

The Impacts of the Quality Dimensions of the ERP System on the Realization of the Fundamental Business Objectives and Perceived Usefulness

2018 ◽  
Vol 14 (4) ◽  
pp. 89-107
Author(s):  
Ashraf Ahmed Fadelelmoula
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Enterprise Resource Planning ◽  
Information Quality ◽  
Resource Planning ◽  
Perceived Usefulness ◽  
Information Systems Success ◽  
Business Objectives ◽  
Erp System ◽  
Quality Dimensions

This article empirically assesses the impacts of the quality dimensions of the enterprise resource planning (ERP) system on the realization of the fundamental business objectives of information systems and perceived usefulness. To assess these impacts, a theoretical model was developed based on the theory of information systems success. The model comprises the quality dimensions of the ERP system and their hypothesized relationships with the realization of the fundamental business objectives and perceived usefulness. To test the postulated relationships, a questionnaire was constructed based on a thorough survey of the information systems literature. The questionnaire was distributed to a sample of 300 end users of the ERP system in a public university in the Kingdom of Saudi Arabia (KSA). The collected data were tested using regression analysis. The findings reveal that information quality has the highest effect on the realization of business objectives, while service quality has the highest effect on the perceived usefulness. These findings indicate that the crucial aspects of both information quality and service quality should receive greater management attention in order to enhance the individual and organizational impacts of the ERP systems.

Understanding the consequences of information systems service quality on IS service reuse

2009 ◽  
Vol 46 (6) ◽  
pp. 335-341 ◽  
Author(s):  
William J. Kettinger ◽  
Sung-Hee “Sunny” Park ◽  
Jeffery Smith
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Service Reuse

Measuring Information Systems Service Quality: Lessons from Two Longitudinal Case Studies

MIS Quarterly ◽  
1998 ◽  
Vol 22 (1) ◽  
pp. 61 ◽  
Author(s):  
Richard T. Watson ◽  
Leyland F. Pitt ◽  
C. Bruce Kavan
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Case Studies ◽  
Longitudinal Case Studies

scholarly journals Information for mental health systems: an instrument for policy-making and system service quality

2016 ◽  
Vol 26 (4) ◽  
pp. 383-394 ◽  
Author(s):  
A. Lora ◽  
A. Lesage ◽  
S. Pathare ◽  
I. Levav
Keyword(s):  
Mental Health ◽  
Health Care ◽  
Human Rights ◽  
Information Systems ◽  
Data Collection ◽  
Health Services ◽  
Service Quality ◽  
Data Quality ◽  
System Level ◽  
Low Middle Income Countries

Aims.Information is crucial in mental healthcare, yet it remains undervalued by stakeholders. Its absence undermines rationality in planning, makes it difficult to monitor service quality improvement, impedes accountability and human rights monitoring. For international organizations (e.g., WHO, OECD), information is indispensable for achieving better outcomes in mental health policies, services and programs. This article reviews the importance of developing system level information with reference to inputs, processes and outputs, analyzes available tools for collecting and summarizing information, highlights the various goals of information gathering, discusses implementation issues and charts the way forward.Methods.Relevant publications and research were consulted, including WHO studies that purport to promote the use of information systems to upgrade mental health care in high- and low-middle income countries.Results.Studies have shown that once information has been collected by relevant systems and analyzed through indicator schemes, it can be put to many uses. Monitoring mental health services, represents a first step in using information. In addition, studies have noted that information is a prime resource in many other areas such as evaluation of quality of care against evidence based standards of care. Services data may support health services research where it is possible to link mental health data with other health and non-health databases. Information systems are required to carefully monitor involuntary admissions, restrain and seclusion, to reduce human rights violations in care facilities. Information has been also found useful for policy makers, to monitor the implementation of policies, to evaluate their impact, to rationally allocate funding and to create new financing models.Conclusions.Despite its manifold applications, Information systems currently face many problems such as incomplete recording, poor data quality, lack of timely reporting and feedback, and limited application of information. Corrective action is needed to upgrade data collection in outpatient facilities, to improve data quality, to establish clear rules and norms, to access adequate information technology equipment and to train health care personnel in data collection. Moreover, it is necessary to shift from mere administrative data collection to analysis, dissemination and use by relevant stakeholders and to develop a “culture of information” to dismantle the culture of intuition and mere tradition. Clinical directors, mental health managers, patient and family representatives, as well as politicians should be educated to operate with information and not just intuition.

scholarly journals ANALISIS MEDIASI PRESTASI BELAJAR PADA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MAHASISWA (STUDI PADA MAHASISWA UNIVERSITAS ISLAM MALANG).

2020 ◽  
Vol 5 (1) ◽  
pp. 31
Author(s):  
Fuji Santoso
Keyword(s):  
Information System ◽  
Information Systems ◽  
Data Analysis ◽  
Service Quality ◽  
Student Satisfaction ◽  
Survey Methods ◽  
Service Reliability ◽  
Learning Achievement ◽  
Assurance Services ◽  
Software Program

Tujuan penelitian ini untuk Menganalisis Mediasi Prestasi Belajar Pada Pengaruh Kualitas Layanan Terhadap Kepuasan Mahasiswa (Studi Pada Mahasiswa Universitas Islam Malang). Dimana Kualitas Layanan sebagai variabel X terdiri dari enam variabel, yaitu Layanan Fisik (tangible), Kehandalan (reability), Ketanggapan (responsive), Jaminan (assurance), Empati (empathy) dan System Informasi. Populasi dalam penelitian ini adalah seluruh Mahasiswa UNISMA. Maka penelitian ini adalah penelitian Kuantitatif, yang menggunakan metode survai dengan mengambil sampel dari suatu populasi dan menggunakan angket atau kuesioner sebagai alat pengumpul data yang utama, dengan jumalah 175 responden. Teknik analisis data dalam penelitian ini menggunakan Uji instumen, Uji Normalitas, Analisis Data, Uji Hipotesis Uji t dan Sobel. software Program SPSS versi 16 For Windows.Hasil penelitian menunjukkan bahwa Kualitas Layanan Fisik (tangible), Layanan Kehandalan (reability), Layanan Ketanggapan (Responsive), layanan jaminan (assurance) dan Layanan Empati (empathy) tidak berpengaruh dan tidak signifikan terhadap Prestasi Belajar, hanya Layanan Kehandalan (reability) berpengaruh dan signifikan terhadap Prestasi Belajar. Hasil penelitian menunjukkan bahwa layanan fisik (tangible), layanan kehandalan (reability), Layanan Ketanggapan (Responsive), layanan jaminan (assurance) dan Layanan Empati (empathy) tidak berpengaruh dan tidak signifikan terhadap Kepuasan Mahasiswa hanya Layanan informasi system yang berpengaruh dan signifikan terhadap Kepuasan Mahasiswa. Hasil penelitian menunjukkan bahwa Prestasi Belajar berpengaruh dan signifikan terhadap Kepuasan Mahaiswa. Prestasi Belajar Tidak Memediasi Pengaruh Kualitas Layanan layanan fisik (tangible), Layanan Ketanggapan (Responsive), layanan jaminan (assurance), Layanan Empati (empathy) dan informasi syst.em Pada Kepuasan Mahasiswa, Prestasi Belajar Memediasi Pengaruh Kualitas Layanan Kehandalan (reability) Pada Kepuasan Mahasiswa. Kata Kunci: Layanan, Fasilitas, Layanan Fisik, Kehandalan, Ketanggapan, Jaminan, Empati, System Informasi, Prestasi Belajar dan Kepuasan Mahasiswa. The purpose of this study is to Analyze the Mediation of Learning Achievements in the Effect of Service Quality on Student Satisfaction (Study of Malang Islamic University Students).  Where Service Quality as variable X consists of six variables, namely physical services, reliability, responsiveness, assurance, empathy and information systems.  The population in this study were all UNISMA students.  So this research is quantitative research, which uses survey methods by taking samples from a population and using questionnaires or questionnaires as the main data collection tool, with a total of 175 respondents.  The data analysis technique in this study used the Instrument Test, Normality Test, Data Analysis, Test of Hypothesis T and Sobel.  SPSS version 16 For Windows software program. The results showed that the quality of physical services, service reliability, service responsiveness, assurance services and services Empathy had no effect and were not significant towards Learning Achievement, only the service Reliability influential and significant to Learning Achievement.  The results showed that tangible services, reliability services, responsiveness services, assurance services and Empathy services did not influence and were not significant towards Student Satisfaction, only information system services that had an effect on and significantly affected Student Satisfaction.  The results of the study showed that Learning Achievement had significant and significant effect on Student Satisfaction.  Learning Achievement Does Not Mediate the Effect of Physical Service Quality, Responsiveness, Assurance services, Empathy Service and information system on Student Satisfaction, Learning Achievement Mediates the Effect of Service Quality Reliability on Student Satisfaction. Keywords: Services, Facilities, Physical Services, Reliability, Responsiveness, Assurance, Empathy, Information Systems, Learning Achievement and Student Satisfaction.

scholarly journals Introduction To Compilation Services As A Reinforcement Of Basic Accounting Concepts For Intermediate Accounting Students

2011 ◽  
Vol 5 (5) ◽  
pp. 9
Author(s):  
Evelyn A. McDowell ◽  
Wei Li ◽  
Karen McDougal
Keyword(s):  
Information Systems ◽  
Small Firms ◽  
Accounting Information ◽  
Financial Statements ◽  
Financial Accounting ◽  
Accounting Students ◽  
Academic Experience ◽  
Accounting Firms ◽  
Accounting Information Systems ◽  
Accounting Firm

According to a recent survey of accounting firms in 2008, Compilation and write-up services make up 23% of accounting firm billing for small firms with less than $1 Million in fee billings and 14% overall for all types of firms (Anonymous 2008), yet accounting students are rarely exposed to these services in their accounting academic experience. This comprehensive case gives students an opportunity to develop proficiencies in providing accounting compilation and write-up services to small business clients. Specifically, the goals of the case are to help students review the steps of the accounting cycle, understand how each of the four basic financial statements are inter-related, improve their ability to prepare financial statements and related disclosures, and enhance their spreadsheet skills. This case has been classroom tested and is appropriate for an intermediate accounting; honors introduction financial accounting course; or an accounting information systems course.

User Satisfaction and Service Quality of the IS Department: Closing the Gaps

1993 ◽  
Vol 8 (4) ◽  
pp. 257-265 ◽  
Author(s):  
Richard T Watson ◽  
Leyland F. Pitt ◽  
Chris J. Cunningham ◽  
Deon Nel
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
User Satisfaction ◽  
The Other ◽  
Marketing Literature ◽  
Closing The Gaps

Measurement and management of user satisfaction with information systems (IS) have been issues of concern for practitioners and academics in the field for some time. This paper introduces the ‘Gaps’ approach to service quality, a topic widely discussed in the marketing literature, and proposes that a similar approach is applicable in the IS domain. The user gap is explained and its measurement suggested, and the other gaps within the IS arena are described and their causes and cures addressed.

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