Study the evaluation system about e-government quality of service based on the customer perception

2014 ◽  
Author(s):  
Xianhua Zhang ◽  
Ye Yuan ◽  
Jianqiu Zeng
Keyword(s):  
Quality Of Service ◽  
Evaluation System ◽  
Customer Perception ◽  
Government Quality ◽  
The Evaluation System

IMPROVING THE ASSESMENT OF THE ACTIVITIES OF PUBLIC CIVIL CERVANT

2020 ◽  
Author(s):  
M. V. Kovaleva ◽  
A. A. Golovko
Keyword(s):  
Human Resources ◽  
Evaluation System ◽  
The State ◽  
Civil Servants ◽  
Methodological Tool ◽  
State Body ◽  
The Evaluation System

The article deals with the problem, deficiencies in the evaluation system for civil servants. Also proposed a new methodological tool for improving the quality of the work of human resources services and improving the efficiency of the functioning of the state body

scholarly journals Implementasi Metode Servqual Untuk Evaluasi Pelayanan Berbasis Web Studi Kasus : Puskesmas Talun Kabupaten Blitar

Repositor ◽  
2020 ◽  
Vol 2 (2) ◽  
pp. 177
Author(s):  
Septa Hariyanto ◽  
Maskur Maskur ◽  
Ilyas Nuryasin
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Community Health Center ◽  
Level Of Service ◽  
Human Right ◽  
Customer Perception ◽  
Average Value

AbstrakKesehatan merupakan hak asasi manusia dan salah satu unsur yang harus diwujudkan sesuai dengan cita-cita bangsa Indonesia. Dalam sebuah organisasi yang bergerak didalam bidang jasa khususnya dalam pemberian layanan kesehatan yaitu puskesmas, kepuasan pasien harus menjadi tujuan utama mereka dalam memberikan pelayanan. Metode yang digunakan untuk mengukur kesenjangan antara persepsi dan ekspektasi pelanggan dalam penelitian ini adalah metode Service Quality (Servqual) yang dikembangkan oleh Parasuraman dkk. Servqual merupakan salah satu metode yang dapat digunakan untuk mengukur kepuasan pelanggan atas jasa yang telah diterimanya yakni dengan membandingkan tingkat persepsi dan ekspektasinya. Servqual menilai kualitas pelayanan berdasarkan 5 dimensi kualitas, yaitu dimensi tangibles, responsiveness, reliability, assurance, dan emphaty. Dengan menggunakan metode servqual peneliti dapat membuat sistem yang dapat menilai tingkat kepuasan pelanggan yang menggunakan jasa pelayanan puskesmas. Dalam penggunaan sistem, diperoleh hasil data tingkat kepuasan pasien di Puskesmas Talun Kabupaten Blitar pada bulan Februari 2016 dengan nilai rata-rata 2,646 atau dikategorikan cukup puas. Data yang diperoleh dapat menjadikan tolak ukur suatu penyedia layanan untuk memperbaiki tingkat pelayanannya.AbstractHealth is a human right and one of the elements that must be realized in accordance with the ideals of the Indonesian nation. In an organization engaged in the field of services, especially in the provision of health services that is puskesmas, patient satisfaction should be their main goal in providing services. The method used to measure the gap between customer perception and expectation in this research is Service Quality (Servqual) method developed by Parasuraman et al. Servqual is one method that can be used to measure customer satisfaction for services that have received that is by comparing the level of perception and expectations. Servqual assess the quality of service based on 5 dimensions of quality, namely dimension tangibles, responsiveness, reliability, assurance, and emphaty. By using servqual method researchers can create a system that can assess the level of customer satisfaction using services puskesmas. In the use of the system, the results obtained data on the level of patient satisfaction at the Community Health Center Talun Blitar in February 2016 with an average value of 2.646 or categorized quite satisfied. The data obtained can set benchmarks for a service provider to improve the level of service.  

scholarly journals CUSTOMER PERCEPTION ON THE OVERALL QUALITY OF SERVICE DELIVERED A CASE STUDY OF THE ELECTRICITY COMPANY OF GHANA (ECG)

2021 ◽  
Vol 3 (1) ◽  
pp. 16-25
Author(s):  
Abdul Karim Mansaray ◽  
Dr. Monica Lapkoff ◽  
Anthony Little
Keyword(s):  
Quality Of Service ◽  
Professional Training ◽  
Descriptive Statistics ◽  
Sampled Data ◽  
Rapid Response Teams ◽  
Customer Perception ◽  
Energy Company ◽  
Improve Service Quality

Purpose: The purpose of this study was to ascertain customer perception on the overall quality of service delivered by ECG Methodology: The study adopted an explanatory research design in order to achieve the study objectives. The population for this research was made up of the employees of ECG and the customers of ECG, who were systematically sampled. Data was then analyzed through descriptive statistics using the Statistical Package for Social Science. The study employed descriptive statistics, multivariate data analysis as well as regression modelsResults: The study found out that customers perceived the quality of services being offered by the energy company as unsatisfying.Unique contribution to theory, practice and policy: To improve service quality, ECG would have to isolate the dimensions that were noted to be weak; being empathy and responsiveness. These may be addressed by professional training and retraining front line personnel and technical rapid response teams to address the concerns of customers with urgency and a human face

Selection of Logistic Web Services Based on Fuzzy Evaluation on Principal Component of Quality of Service

2014 ◽  
Vol 18 (5) ◽  
pp. 798-804
Author(s):  
Dongmin Li ◽  
◽  
Huanshui Zhang ◽  
Keyword(s):  
Quality Of Service ◽  
Web Services ◽  
Web Service ◽  
Evaluation System ◽  
Service Selection ◽  
Pairwise Comparison ◽  
Principal Component ◽  
Fuzzy Evaluation ◽  
Quality Of Web Service

The current results on logistic Web services selection are not optimal due to some key quality indexes of logistic Web services excluded, in order to resolve the above problem, an evaluation system on quality of service is established by use of principal component analysis based on quality of logistic service, quality of Web service, and satisfaction of customers. The values of quality of service with subjective uncertainty in the evaluation system are given with trapezoidal fuzzy number according to the definition of logistic business and evaluation from domain experts and customers, besides, the weight on each quality of service is given by pairwise comparison, and an algorithm based on analytic hierarchy process for logistic Web service selection is established. The optimal service is got by adopting the algorithm in the logistic scenario on automotive transportation, which proves that the way on service selection in this paper is feasible and effective.

scholarly journals Customer Perception towards Electronic Banking and its Relationship with Customer Satisfaction: An Evidence from Vietnam

2020 ◽  
Vol 15 (7) ◽  
pp. 196
Author(s):  
Linh Thi Phuong Nguyen ◽  
Hieu Vo Chi Tran
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Ease Of Use ◽  
Electronic Banking ◽  
Customer Perception ◽  
Banking Service ◽  
Bank Managers ◽  
Education Levels ◽  
Long Time

Electronic Banking (e-Banking) is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. However, although e-Banking has been implemented in Vietnam for a long time, the awareness and usage of customers toward this banking service are still very low in reality. This study aims to provide an insight into customer perception of e-Banking and to figure out which areas of customer perception influence customer satisfaction of e-banking in Vietnam. A structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. The collected data were analyzed by using descriptive, Pearson’s correlation, t-test, and ANOVA with Tukey analysis. The results illustrated customer perception of e-banking in Vietnam in different areas such as convenience, speed, security, procedure, ease of use, service costs, reliability, and quality of service. There were significant differences in customers’ perception of electronic banking among ages, occupations, income levels, and frequency of using groups in Vietnam. However, variables such as gender, marital status, and education levels had no significant influence on the perceptions of electronic banking. The study also found that except service costs, other factors such as convenience, speed, security, ease of use, reliability, quality of service, and procedure are positively related to customer satisfaction of electronic banking in Vietnam. Thus, it implies that bank managers should focus on these areas to raise customer perception and customer satisfaction of electronic banking.

Research on Reliability of Software in Internet of Things for Risk Assessment and Reengineering

2013 ◽  
Vol 427-429 ◽  
pp. 2660-2663
Author(s):  
Jun Wang ◽  
Li Hu Shao
Keyword(s):  
Risk Assessment ◽  
Quality Of Service ◽  
Internet Of Things ◽  
Reliability Index ◽  
Evaluation System ◽  
Reliability Assessment ◽  
Software System ◽  
Application Layer ◽  
Software Assessment

In order to establish software system in application conditions of Internet of Things (IOT) on reliability of evaluation system and methods. This paper puts Quality of Service (QoS) of the protocols and reliability assessment of software system together, with aims at research on very large complex software system in reliability assessment, which is consisted of individual components in distribution of the perception layer, network layer and application layer of IOT and subsystems. At the same time, this paper adopts reengineering technology to realize the reliability evolution of software system in IOT application conditions, and improve the reliability index of software assessment further.

scholarly journals Application of Improved Eclat Algorithm in Students’ Evaluation of Teaching

2018 ◽  
Vol 228 ◽  
pp. 01017
Author(s):  
Yuzi Dou ◽  
Xiwei Fei ◽  
Rui Zhu ◽  
Tianzhu Gao ◽  
Yanbing Wu ◽  
...  
Keyword(s):  
Association Rules ◽  
Evaluation System ◽  
Operation Time ◽  
Evaluation Data ◽  
Comprehensive Information ◽  
The Status ◽  
Evaluation Of Teaching ◽  
Core Issues ◽  
The Evaluation System

The evaluation system of students is to find a way to solve the status way according to the exact needs of students and the teaching requirements of teachers, so as to improve the teaching level of teachers and improve the quality of school education. This paper uses the real evaluation sample and uses the data mining association rule algorithm to comprehensively analyze the massive data of the evaluation data and the basic information of the teacher. The purpose is to obtain the association rules between the teacher’s comprehensive information and its evaluation results. Using the evaluation data to explore its core issues. In this paper, the Eclat algorithm of association rules improves the problem of insufficient memory and occupying a large amount of time when searching for frequent itemsets in the data. The breadth-first algorithm is added to save operation time and improve the efficiency of the algorithm. The effectiveness of the improved algorithm is verified by comparative experiments and applied to the evaluation system so as to provide suggestions for the professional development of teachers from an objective perspective, and to build a harmonious, "people-oriented" evaluation system for students.

Structuring and Measurement of Evaluation System of Eco-Civilization Construction in China

2014 ◽  
Vol 955-959 ◽  
pp. 4110-4118
Author(s):  
Xiao Jun Wang ◽  
Chao Lian Tu ◽  
Zu Shan Wang
Keyword(s):  
Cluster Analysis ◽  
Factor Analysis ◽  
Evaluation System ◽  
Evaluation Model ◽  
Practical Significance ◽  
Analysis Method ◽  
Ecological Protection ◽  
Construction Practice ◽  
The Evaluation System

Structuring and measurement of eco-civilization construction is an important part of researching on eco-civilization construction theory, which possesses the practical significance of measuring eco-civilization construction level and guiding the eco-civilization construction practice. The evaluation system of eco-civilization construction level could be structured from five aspects of the quality of ecological economy and society, the development of ecological base, ecological saving, ecological protection and ecological harmony. Analyzing the main parts of five aspects by use of factor analysis method, the ecological economy and society quality played the key role in the evaluation model of eco-civilization construction level. Based on the cluster analysis on the data of inland provinces and municipalities in the year of 2012, the eco-civilization construction level of inland of China could be clustered as different categories with obvious imbalance among different areas.

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