Effects of human agent service quality in an instant messaging decision support system on the customer's trust building

2012 ◽  
Vol 8 (1) ◽  
pp. 74 ◽  
Author(s):  
Bo Han ◽  
Victor R. Prybutok
Keyword(s):  
Decision Support ◽  
Service Quality ◽  
Decision Support System ◽  
Support System ◽  
Instant Messaging ◽  
Trust Building ◽  
Human Agent

scholarly journals Decision Support System for Service Quality Using SMART and Fuzzy ServQual Methods

2021 ◽  
Vol 9 (1) ◽  
pp. 83
Author(s):  
Sri Lestari ◽  
Muhammad Reza Romahdoni
Keyword(s):  
Decision Support ◽  
Service Quality ◽  
Decision Support System ◽  
Support System ◽  
The Elderly ◽  
Level Of Service ◽  
Quality Level ◽  
Accuracy Rate ◽  
Systematic Calculation ◽  
Perceptions And Expectations

The Regional Technical Implementation Unit of the Tresna Werdha Social Home for the Elderly of Natar South Lampung does not yet have a systematic calculation, which can be a parameter of the quality level of each service. This study develops a system to solve the problem of the calculation gap between perceptions and expectations in determining the quality level of each service, namely the Decision Support System using the Simple Multi-Attribute Rating Technique Method (SMART) and Fuzzy Service Quality. The results showed that the SMART method obtained an accuracy rate of 85.71%, 75.00% Precision, 100% Recall, and 100% Specificity, while the Fuzzy Service Quality method obtained an accuracy rate of 71.43%, 66.67% Precision, 66.67% Recall, and 75.00% Specificity. So that the Simple Multi-Attribute Rating Technique Method (SMART Method) is superior, so it is more appropriate to solve the problem of decision-making on the level of service quality at the Regional Technical Implementation Unit of the Tresna Werdha Elderly Social Home, Natar South Lampung.

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