scholarly journals INVESTIGASI FAKTOR-FAKTOR YANG MEMPENGARUHI PARTISIPASI DISKUSI ONLINE: STUDI KASUS STUDENT-CENTERED E-LEARNING ENVIRONMENT MAGISTER TEKNOLOGI INFORMASI UNIVERSITAS INDONESIA

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Meyer Sihotang ◽  
Widijanto Satyo Nugroho
Keyword(s):  
Service Quality ◽  
Social Influence ◽  
User Satisfaction ◽  
Extrinsic Motivation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
System Quality ◽  
Performance Expectancy ◽  
E Learning

The use of e–Learning in Universitas Indonesia has been regulated by The Official Decree of The Rector of the Universitas Indonesia. Data derived from the log activity of SCeLE Admin shows that the discussion forum within SCeLE, from the year 2011 to 2014, has not been utilized optimally by both students and lecturers. This is shown by a number of discussion forums and topics that were below 15 percent. The objective of this research is to investigate the factors that influence participation of online discussions within SCeLE MTI Universitas Indonesia (UI). Data is collected using questionnaires that are given to 150 students of MTI Study Program UI. Data processing used partial least square–SEM (PLS-SEM) with the aid of smartPLS3 software. Research finding shows that several factors that influence SCeLE online discussion generally are extrinsic motivation, habit, information quality, performance expectancy, social influence, system quality, and service quality. The factors that are very influential to behavioral intention are performance expectancy, habit, extrinsic motivation and social influence. Meanwhile, the factors that are very influential to user satisfaction are information quality, system quality and service quality.

scholarly journals Model Kesuksesan Sistem Informasi Delone Dan Mclean Terhadap Sistem Informasi Akademik Pada Universitas Bina Insani

2021 ◽  
Vol 5 (2) ◽  
pp. 85
Author(s):  
Sahara Ramadhan ◽  
Nadya Safitri
Keyword(s):  
Information System ◽  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Path Coefficient ◽  
System Quality ◽  
Online Questionnaire ◽  
Academic Information

Abstrak: Sistem Informasi Akademik membantu kegiatan pengelolaan atau pengadministrasian berbagai kegiatan dalam rangka terselenggaranya proses belajar mengajar yang efektif dan efisien di suatu Lembaga Pendidikan tinggi. Universitas Bina Insani telah menerapkan Sistem Informasi Akademik selama lebih dari dua tahun. Namun pada kenyataanya sistem tersebut memiliki beberapa masalah terhadap pengunaannya. Agar suatu sistem informasi dapat berjalan dengan optimal sesuai dengan keperluan penggunanya, maka perlu adanya evaluasi terhadap sistem informasi. Evaluasi ini menggunakan metode DeLone & McLean (2003) dengan 4 variabel yaitu kualitas sistem, kualitas informasi, kualitas layanan dan kepuasan pengguna. Populasi pada penelitian ini adalah Mahasiswa dan dosen fakultas informatika serta bagian akademik dan bagian Pendidikan dengan jumlah sampel yang digunakan sebanyak 92 responden. Instrumen penelitian menggunakan kuesioner online. Adapun metode analisis yang digunakan Partial Least Square (PLS) dengan menggunakan software SmartPLS. Hasil analisis ini adalah diterimanya tiga dari tiga hipotesis yang diuji. Sehingga hasil tersebut menunjukan kualitas sistem mempunyai pengaruh yang positif dan signifikan terhadap kepuasan pengguna dengan nilai koefisiensi jalur sebesar 0,407 dan t-statistic sebesar 4,699, kualitas informasi mempunyai pengaruh yang positif dan signifikan terhadap kepuasan pengguna dengan nilai koefisiensi jalur sebesar 0,336 dan t-statistic sebesar 2,782 sedangkan kualitas layanan berpengaruh positif tetapi tidak signifikan terhadap kepuasan pengguna dengan nilai koefisiensi jalur sebesar 0,206 dan t-statistic sebesar 1,898. Dengan demikian, Penelitian ini menunjukan bahwa Sistem Informasi Akademik yang telah diterapkan di Universitas Bina Insani dapat dikatakan sukses dalam memberikan manfaat yang baik terhadap penggunanya.     Kata kunci: Sistem Informasi Akademik, DeLone & McLean, SmartPLS, PLS   Abstract: The Academic Information System assists activities in the management or administration of various activities in the context of implementing an effective and efficient teaching and learning process in a higher education institution. Bina Insani University has implemented an Academic Information System for more than two years. However, in fact the system has several problems with its use. In order for an information system to run optimally according to the needs of its users, it is necessary to evaluate the information system. This evaluation uses the DeLone & McLean (2003) method with 4 variables, system quality, information quality, service quality and user satisfaction. The population in this study were students and lecturers of the faculty of informatics as well as the academic and education sections with a total sample size of 92 respondents. The research instrument used an online questionnaire. The analysis method used is Partial Least Square (PLS) using the SmartPLS software. The result of this analysis is the acceptance of three of the three hypotheses tested. So that these results indicate the quality of the system has a positive and significant effect on user satisfaction with a path coefficient value of 0.407 and a t-statistic of 4.699, information quality has a positive and significant impact on user satisfaction with a path coefficient value of 0.336 and a t-statistic of 2,782 while service quality has a positive but insignificant effect on user satisfaction with a path coefficient value of 0.206 and a t-statistic of 1.898. Thus, this study shows that the Academic Information System that has been implemented at Bina Insani University can be said to be successful in providing good benefits to its users.     Keywords: Academic Information Systems, DeLone & McLean, SmartPLS, PLS

scholarly journals PENERAPAN MODEL DELONE DAN MCLEAN PADA SI-PMB ONLINE DARI PERSPEKTIF PENGGUNA UNTUK MENINGKATKAN KUALITAS LAYANAN

2020 ◽  
Vol 11 (1) ◽  
pp. 241-248
Author(s):  
Agustinus Suradi ◽  
Mariana Windarti Windarti
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
System Quality ◽  
Net Benefit ◽  
Is Success ◽  
Success Model ◽  
Net Benefits

Inovasi strategi pengembangan sistem informasi perlu dikembangkan untuk mendukung kesuksesan dan kualitas layanan sistem penerimaan mahasiswa baru. Masyarakat pengguna sistem informasi penerimaan mahasiswa baru sering mengalami kesulitan ketika mencari informasi yang mereka butuhkan. Tujuan penelitian ini untuk mengidentifikasikan kesuksesan sistem informasi penerimaan mahasiswa baru (SI-PMB) online dan variabel-variabel yang mempengaruhinya. Model DeLone McLean IS Success model digunakan dalam penelitian ini, dengan komponen variabel seperti: information quality, system quality dan service quality. Analisis data yang digunakan adalah model struktural dengan alat analisis Partial Least Square (PLS)  menggunakan software Smart PLS. Hasil dari penelitian diperoleh hubungan variabel Information Quality à User Satisfaction, dengan nilai t statistik 0,324, hubungan variabel Service Quality àUser Satisfaction, nilai t statistic 2,530, dan hubungan variabel System Quality à User Satisfaction, nilai t statistik 3,107, sehingga dapat disimpulkan bahwa terdapat hubungan positif dan siginifikan antara variabel system quality dan user satisfaction, terdapat hubungan positif dan siginifikan antara variabel service quality dan user satisfaction.  Hubungan variabel User Satisfaction à Net Benefits, nilai t statistik 8,708 menyatakan bahwa ada hubungan positif dan siginifikan antara variabel kepuasan pengguna (user satisfaction) dengan manfaat-manfaat bersih (net benefit).

Analisis Pengaruh System Quality, Information Quality, Service Quality Terhadap Net Benefit Pada SI-PMB

2021 ◽  
Vol 10 (2) ◽  
pp. 259-263
Author(s):  
Agustinus Suradi ◽  
Marina Windarti ◽  
Syams Kurnaiawan Hidayat
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Net Benefit ◽  
Is Success

Strategi pengembangan sistem informasi perlu dievaluasi untuk mendukung keberhasilan dan kualitas layanan sistem informasi penerimaan mahasiswa baru. Ada ketidakpuasan pengguna SI-PMB dalam mendapatkan informasi yang mereka inginkan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas informasi, kualitas sistem, kualitas layanan terhadap manfaat bersih SI-PMB. Model DeLone McLean IS Success digunakan dalam penelitian ini, dengan komponen variabel: kualitas informasi, kualitas sistem dan kualitas layanan. Analisis data menggunakan model struktural dengan alat analisis Partial Least Square. Hasil penelitian ini menunjukkan bahwa tidak terdapat hubungan yang positif dan signifikan antara variabel kualitas informasi dengan kepuasan pengguna nilai statistik T sebesar 0,426. Ada hubungan yang positif dan signifikan antara variabel kualitas sistem dan kepuasan pengguna dengan statistik T 3,103. Terdapat hubungan yang positif dan signifikan antara variabel kualitas pelayanan dengan kepuasan pengguna, nilai T statistic sebesar 2,604. Hubungan antara variabel kepuasan pengguna dan manfaat bersih, nilai statistik t sebesar 9,294 menyatakan bahwa terdapat hubungan yang positif dan signifikan antara variabel kepuasan pengguna dengan manfaat bersih.

scholarly journals Evaluasi Kepuasan Pengguna Terhadap Respon Cepat Tanggap Layanan Aplikasi Mobile Myindihome Berdasarkan Kombinasi Metode Servqual dan Metode Webqual

2020 ◽  
Vol 11 (1) ◽  
Author(s):  
Endah Saputri ◽  
Dedy Syamsuar
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Mobile Applications ◽  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Customer Complaints

<p align="center"><strong>Abstract</strong></p><p class="Isiabstract">As for this research aims to determine the level of satisfaction of myindihome mobile application users. As a service provider, PT. Telkom, Tbk is required to be able to provide service, a fast respons, precise and accurate to customers. Even though it has several facilities to accommodate all customer complaints in Indonesia, but in reality there are still many customer complaints that have not been resolved properly which need attention. In this study, measurement of user satisfaction toward service responsiveness uses a combination of ServQual method and WebQual method. The combination of both theories, effectively addresses multicollinearity (if many variables are highly correlated). In connection with that condition, based on the theory of service quality (ServQual) is used to determine satisfaction with the application, is there an influence of variables of reliability, responsiveness, empathy, assurance, and tangible toward user satisfaction both individuals and groups. While based on the website quality (webqual 4.0) instrument identify quality based on three variables, namely usability, information quality, and service interaction quality. PLS (Partial Least Square) model of calculation which is one of the Structural Equation Modeling is used to test research hypothesis. Reliability and validity have also been tested. This study is also emphasis on the extent to which the perception of the quality of service of mobile applications myIndiHome perceived and how it affects the user satisfaction of mobile applications myIndiHome in this case the customer indihome that have significant impact on customers' satisfaction..</p><p class="Isiabstract"><strong>Keywords</strong><strong> </strong><strong>:</strong><strong> </strong><strong> </strong>Indihome, User Satisfaction, Servqual, and Webqual</p><p class="Isiabstract" align="center"><strong>Abstrak</strong></p><p class="Abstrak"><em>Adapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile my</em><em>I</em><em>ndi</em><em>H</em><em>ome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran </em><em>kepuasan pengguna terhadap respon cepat tanggap layanan </em><em>menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen </em><em>website quality (</em><em>webqual 4.0</em><em>)</em><em> mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. </em><em>Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.</em></p><strong>Kata kunci :</strong> Indihome, Kepuasan Penggguna, Servqual, dan Webqual

scholarly journals Influence of System Quality, Information Quality, Service Quality on User Acceptance and Satisfaction and Its Impact on Net Benefits (Study of Information System Users Lecturer Performance Load (BKD) in Malang State University)

2019 ◽  
Vol 10 (3) ◽  
pp. 111-132
Author(s):  
Rini Widiastuti ◽  
Bambang Santoso Haryono ◽  
Abdullah Said
Keyword(s):  
Information System ◽  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Quality Information ◽  
State University ◽  
System Quality ◽  
Net Benefits

Abstract This study aims to examine the influence of system quality, information quality, and service quality of the lecturer at Malang State University. This study will also investigate the effect on user satisfaction and its impact on net benefits for users of UM Information System Expenses. This study applies a modification of the information system success model from DeLone & McLean. The model is analyzed by modeling the Structural Equation Modeling (SEM) based on components or variants (component based) that are popular with Partial Least Square (PLS) using SmartPLS version 3.2.8. The results of this study are expected to be adopted as input and consideration in developing, improving, and improving the performance of the UM BKD information system. The research design used in this study is quantitative research. Respondents in this study were 93 UM PNS lecturers who were actively teaching. The questionnaire was online distributed by accessing the page provided. The results showed that there was a positive but not significant effect between system quality, information quality, and service quality on the use of the BKD system. However, there is a positive and significant influence between system quality, information quality, and service quality on the BKD system user satisfaction, between the uses of the BKD system on net benefits, and between the satisfaction of the BKD system users on net benefits. The implementation of BKD UM information system can be declared successful because there is a positive correlation between variables.

scholarly journals EVALUASI IMPLEMENTASI SISTEM E-LEARNING MENGGUNAKAN MODEL EVALUASI HOT FIT STUDI KASUS UNIVERSITAS SAM RATULANGI

2015 ◽  
Vol 4 (2) ◽  
Author(s):  
Frincy Poluan ◽  
Arie Lumenta ◽  
Alicia Sinsuw
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
System Quality ◽  
Net Benefit ◽  
Human Organization ◽  
System Use ◽  
E Learning

Abstrak Sistem E-Learning digunakan untuk menunjang proses pembelajaran dalam suatu institusi pendidikan demi meningkatkan kualitas pendidikan. E-Learning memerlukan evaluasi untuk mengukur tingkat kelayakan, bahkan keberhasilan dari kinerja E-Learning itu sendiri. Evaluasi harus dilakukan karena evaluasi akan menilai atau mengukur manfaat yang didapatkan dari penerapan Sistem E-Learning di Universitas Sam Ratulangi. Sebelumnya, E-Learning UNSRAT yang telah berjalan beberapa tahun, diketahui belum dievaluasi, baik secara organisasi, teknologi, dan pengguna akhir. Penelitian ini menggunakan model evaluasi HOT (Human, Organization, Technology) Fit. Model ini melibatkan 3 faktor utama yakni Pengguna, Organisasi, dan Teknologi, yang ditopang oleh variabel kunci kesuksesan sistem informasi  yang terdiri dari System Quality (kualitas sistem), Information Quality (kualitas informasi), Service Quality (kualitas layanan), System Use (penggunaan sistem), User Satisfaction (kepuasan pengguna), dan Net Benefit (manfaat sistem). Penelitian ini menunjukkan bahwa hubungan antara variabel Human, Organization, dan Technology mempunyai hubungan yang cukup kuat dan positif yang saling mempengaruhi satu dengan yang lain serta ketiganya mempunyai hubungan yang kuat dan searah terhadap Net Benefit dari sistem. Kata kunci: E-Learning, Evaluasi, Model HOT-Fit

scholarly journals Determinan Sistem Aplikasi Keuangan Tingkat Instansi (SAKTI): Pendekatan Human-Organization-Technology (HOT) Fit Framework

2021 ◽  
Vol 31 (3) ◽  
pp. 769
Author(s):  
Sudi Harnowo ◽  
Budi Santoso ◽  
Embun Suryani
Keyword(s):  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
System Quality ◽  
Net Benefit ◽  
Net Benefits

This study was conducted to examine and analyze the effect of the implementation of the Sistem Aplikasi Keuangan Tingkat Instansi (SAKTI) on user satisfaction and condition of organization, condition of organization on user satisfaction, the effect condition of organization and user satisfaction on net benefit. The population of this study were all 105 SAKTI users within the Ministry of Finance in West Nusa Tenggara Province and 43 samples with a random sampling technique. Partial Least Square Structural Equation Modeling (PLS-SEM) was used to process the data. The study revealed there are five positive and significant influences: first, information quality on user satisfaction, second, system quality on condition of organization, third, service quality on condition of organization, fourth, user satisfaction on net benefits, and condition of organization on net benefits. Keywords: SAKTI, HOT-Fit Framework, Net Benefits.

scholarly journals Analisis Kesuksesan Penerapan Sistem Informasi Prediksi Cuaca Weather Research and Forecasting dalam Mendukung Proyek Teknologi Modifikasi Cuaca

2021 ◽  
Vol 6 (1) ◽  
pp. 67
Author(s):  
Hendra Arisman ◽  
Budi Hartono
Keyword(s):  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Weather Research And Forecasting ◽  
System Quality ◽  
Net Benefit ◽  
Weather Research

Setiap proyek yang dijalankan selalu didukung dengan sarana dan prasarana yang memadai guna mencapai tujuan akhir dari proyek tersebut. Proyek teknologi modifikasi cuaca (TMC) merupakan sebuah proyek yang unik dimana proyek ini bertujuan untuk meningkatkan intensitas curah hujan ataupun mempercepat proses hujan di suatu tempat. Sistem informasi Weather Research and Forecasting (WRF) merupakan salah satu sarana yang digunakan guna mendukung proyek TMC dengan menyediakan data informasi prediksi cuaca yang dibutuhkan. Mengingat pentingnya peran sistem WRF dalam proyek TMC ini sehingga dirasa perlu dilakukan evaluasi guna mengetahui keberhasilan implementasi dari sistem WRF tersebut. Penelitian ini melakukan evaluasi implementasi sistem informasi WRF diukur dari tingkat kepuasan dan net benefit yang dirasakan pengguna sistem di lingkungan unit kerja Balai Besar Teknnologi Modifikasi Cuaca pada intansi Badan Pengkajian dan Penerapan Teknologi (BPPT). Penelitian ini menggunakan Model Kesuksesan Sistem Informasi DeLone dan McLean yang dimodifikasi dengan menghilangkan konstruk penggunaan (use). Penelitian ini digunakan untuk menguji apakah kualitas sistem (system quality), kualitas informasi (information quality), dan kualitas pelayanan (service quality) berpengaruh positif terhadap kepuasan pengguna sistem (user satisfaction), serta menguji apakah kualitas sistem, kualitas informasi, kualitas pelayanan dan kepuasan pengguna berpengaruh positif terhadap net benefit. Penelitian ini dilakukan dengan menganalisis hasil kuesioner yang terkumpul dari 52 responden pengguna sistem WRF BBTMC-BPPT. Metode analisis yang digunakan adalah metode Structural Equation Modeling - Partial Least Square (SEM - PLS) dengan menggunakan software Smart PLS. Hasil analisis menunjukkan bahwa kepuasan pengguna sistem dipengaruhi secara signifikan oleh kualitas informasi dan kualitas sistem. Sedangkan net benefits dipengaruhi secara signifikan oleh kepuasan pengguna dan kualitas pelayanan. Oleh karena itu, perlu adanya perhatian serius dari unit kerja BBTMC-BPPT untuk meningkatkan kualitas informasi dan kualitas sistem WRF agar dapat memberikan pengaruh signifikan terhadap proyek TMC

scholarly journals Use E-learning systems: System Quality, Information Quality and Service Quality on User Satisfaction

2020 ◽  
Vol 1 (3) ◽  
pp. 208-222
Author(s):  
Heni Susilowati
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Learning Systems ◽  
Coefficient Of Determination ◽  
Quality Information ◽  
System Quality ◽  
E Learning

This study aims to analyze the effect of system quality, information quality and service quality on user satisfaction of e-learning systems in lectures at STEKOM University. The sampling technique used Probability Sampling with the Simple Random Sampling approach of 66 respondents then processed as research data. The method of analysis uses Multiple Linear Regression to test the hypothesis with the t test and F test. Contribution of the influence of independent variables to the dependent variable uses the Adjusted R coefficient of determination. The results show partially and simultaneously system quality, information quality and service quality have a significant effect on user satisfaction. The quality of information is the dominant variable that affects user satisfaction of the academic information system of STEKOM University lecturers. User satisfaction of 50.3% is influenced by the variables in this study, while 49.7% is influenced by other variables.

scholarly journals IMPLEMENTASI SISTEM PELATIHAN E-LEARNING TERHADAP KEPUASAN PEGAWAI KEMENTERIAN KELAUTAN DAN PERIKANAN MELALUI APLIKASI E-MILEA

2020 ◽  
Vol 7 (2) ◽  
Author(s):  
Wahyu Yulianto
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Education And Training ◽  
Training System ◽  
Equation Modeling ◽  
Quality Information ◽  
System Quality ◽  
E Learning ◽  
And Training

The current pandemic has disrupted the implementation of training at the Ministry of Marine Affairs and Fisheries (KKP). The training, which is usually done face-to-face, turns into online training (e-learning). The Apparatus Education and Training Center, which originally this year had the target to train Marine and Fisheries apparatuses online, as many as 1080 people changed to 2700 KKP ASN. A budget allocation of approximately 60% was distracted for handling covid-19 so that more training was carried out online using the e-Milea application. E-Milea (electronic millennial learning) is an e-learning training platform developed by the BDA KKP in providing education and training for the development of KKP ASN competencies. Based on these problems, this study aims to analyze the implementation of the e-learning training system on e-Milea user satisfaction. The system quality, information quality, and service quality variables are independent variables and the dependent variable in this study is user satisfaction. The hypothesis tested using Structural Equation Modeling with a total sample of 97 e-Milea users of Entrepreneurship Training Class 2 and 3. The results showed that the system quality, information quality, and service quality had a significant positive effect on user satisfaction. If the CTF can improve the e-learning training system, user satisfaction will also increase. This requires controlling the quality of the system, information, and services so that user satisfaction will be maintained.

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