scholarly journals Service Quality Of Educational Websites: An Empirical Study

2011 ◽  
Vol 6 (6) ◽  
Author(s):  
Soumava Bandyopadhyay ◽  
Vivek Natarajan
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
University Students ◽  
Conceptual Model ◽  
Empirical Test ◽  
Ease Of Use ◽  
Perceived Service Quality ◽  
Independent Variables ◽  
The Individual

This paper employs a measurement of the service quality of educational Websites as perceived by students, following a conceptual model developed by Santos (2003).  Perceived service quality of educational Websites is conceptualized as dependent on the following variables—ease of use, content, reliability, privacy, and interaction. An empirical test with university students validates the overall model.  As for the individual independent variables, all of them except privacy are found to have a significant effect on perceived service quality.

An Empirical Study of Perceived Service Quality of Islamic Banks:

2017 ◽  
pp. 333-346
Author(s):  
Ros Aniza Mohamad Shariff ◽  
Tahani Al-Adwani ◽  
Mehmet Asutay
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Islamic Banks ◽  
Perceived Service Quality

An empirical study of state university students' perceived service quality

2012 ◽  
Vol 20 (2) ◽  
pp. 164-183 ◽  
Author(s):  
Sik Sumaedi ◽  
Gede Mahatma Yuda Bakti ◽  
Nur Metasari
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
University Students ◽  
State University ◽  
Perceived Service Quality

scholarly journals Service quality perception and patient satisfaction: evidence from private hospitals in Kathmandu

2017 ◽  
Vol 2 ◽  
pp. 1-18
Author(s):  
Alka Thapa ◽  
Ramesh Raj Ghimire
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Strongly Correlated ◽  
Private Hospitals ◽  
Perceived Service Quality ◽  
Independent Variables ◽  
Regression Correlation ◽  
Dependent Patient ◽  
Structured Questionnaire

Main purpose of this paper is to examine the level of service quality of Private hospitals with dependent (Patient Satisfaction) and independent variables such as responsiveness, reliability, assurance, empathy and tangibility. Self-administered structured questionnaire among 100 respondents of Kathmandu, Lalitpur and Patan is executed by convenience as well as judgment sampling. Coefficient, regression, correlation analysis and ANOVA are the basis for statistical analysis. In order to test the stated hypotheses, descriptive design has been applied. It has been revealed that private hospitals should focus more on convenient OPD and ward location. In addition, doctors should maintain the confidentiality of the patients. As a result, all the dimensions of service quality i.e. responsiveness, reliability, assurance, empathy and tangibility are positively correlated with respondent’s satisfaction. However, tangibility and assurance are strongly correlated in perceived service quality satisfaction offered by private hospitals.

scholarly journals Analisis Kualitas Layanan E-Government dengan Pendekatan E-GovQual Modifikasi

2019 ◽  
Vol 9 (2) ◽  
pp. 157
Author(s):  
Frandika Septa ◽  
Anton Yudhana ◽  
Abdul Fadlil
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Linear Regression Analysis ◽  
Strong Relationship ◽  
Multiple Linear Regression Analysis ◽  
Ease Of Use ◽  
Independent Variables ◽  
Environment Variable ◽  
Variable Function

E-Government Quality (E-GovQual) is a method for measuring the quality of electronic-based information systems in providing services to the public. The Modified E-GovQual Approach uses the overall assessment of the SIMSARPRAS website (Infrastructure Management Information System) based on the user's perception of the SIMSARPRAS website, so that the analysis of service quality becomes more accurate and precise in its assessment. Overall assessment of the E-GovQual Modification approach aims to determine the quality of service based on the level of influence of the 6 independent variables of E-GovQual, namely the ease of use, trust variable, function variable and form interaction (functionality of the interaction environment), variable reliability (reliability), variable content and display information (content and appearance of information) and supporting variables (citizen support) to the dependent variable, namely user satisfaction. This study uses the modified E-GovQual method by conducting validity, reliability testing, multiple linear regression analysis, t test and F test on the results of the questionnaire on 500 respondents, with 6 independent variables and 1 dependent variable. The results obtained in this study note that the quality of SIMSARPRAS website services has an effect of 61.7% on user satisfaction, and the correlation coefficient value is 78.5%. With these results, it was concluded that the SIMSARPRAS website has good service quality as an application that performs public services, and there is a strong relationship between the quality of E-Government services and the satisfaction of E-Government users. The results of this study also become a reference or evaluation material to the Ministry of Religion as the owner of the SIMSARPRAS website and can also be used as a reference for similar research.

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.

Factors Influencing Citizens' Intention to Use E-Government Services

2017 ◽  
Vol 13 (1) ◽  
pp. 14-32 ◽  
Author(s):  
Isaac Kofi Mensah ◽  
Mi Jianing ◽  
Dilawar Khan Durrani
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Korean Students ◽  
Moderation Effect ◽  
Perceived Service Quality ◽  
Government Services

The purpose of this research paper is to investigate the determinates of Korean students in China to use e-government services. A total of 400 structured research questionnaire instruments was designed and administered to potential respondents of which 93.75% responded. The Technology Acceptance Mode (TAM) was used as a theoretical framework for this study. The data gathered was analyzed with SPSS version 20. The results show that all the predictors (Perceived Usefulness, Perceived Ease of Use, Perceived Service Quality, and Citizen Trust) investigated are significant positive determiners of Korean students' intention to adopt and use e-government services. The results further indicated that Citizen Trust positively and significantly moderated the positive relationship between perceived ease of use, perceived service quality and intention to use e-government services but failed to show any positive moderation effect on perceived usefulness and intention to use e-government services. The implications of these findings are further discussed.

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