scholarly journals Citizens’ content with the quality of public and municipal services rendered in multifunctional centers based on the online reviews

2021 ◽  
pp. 23-41
Author(s):  
Marina Valentinovna Roslyakova
Keyword(s):  
Public Services ◽  
Online Reviews ◽  
Municipal Services ◽  
Customer Expectations ◽  
Customer Reviews ◽  
Additional Information ◽  
New Type ◽  
The Public Sphere ◽  
Service State

Citizens’ content with the quality and availability of the rendered public services is the key criterion for the efficiency of the service state. Satisfaction assessment is conducted through monitoring services using sociological surveys and “Your Control” platform. For revealing the customer’s experience, the article offers to use opinions posted by the citizens on the independent websites for customer reviews. The subjective opinions of the customers about the conditions and nature of rendering services gives additional information on the problems faced by citizens in the process of receiving services in multifunctional centers would broaden the knowledge on the appropriate service from the perspective of customer expectations, as well as use the acquired information for quality control in the public sphere. Research methodology employs analytical and comparative methods, summary of customer reviews posted on the websites. This article is first to introduce the new type of source for assessing citizens’ content with the quality of rendered public services. The problematic areas in rendering public services in multifunctional centers are determined. The need is substantiated for further search of the methods to increase citizens’ satisfaction and efficiency of rendering public and municipal services. The acquired results of can be used in the activity of executive branches, local administrations, and multifunctional centers that provide public and municipal services.

Customer Online Feedback with an Identity Versus No Identity: The Influence on Review Comments

2021 ◽  
pp. 109634802098888
Author(s):  
Dan Jin ◽  
Robin B. DiPietro ◽  
Nicholas M. Watanabe
Keyword(s):  
Online Community ◽  
Online Reviews ◽  
Purchasing Behavior ◽  
Mediation Effects ◽  
Driven Systems ◽  
Customer Reviews ◽  
Significant Difference ◽  
Online Feedback ◽  
The Relationship

As customers’ consumption is increasingly dominated by technology-driven systems, online self-verification becomes an important aspect of customers’ online purchasing behavior and plays a significant role in shaping social interactions in the online community. Across two studies, we examine whether online self-verification with an identity versus without an identity will lead to the different quality of online reviews. Study 1 used topic modeling with actual data stripped from Facebook and TripAdvisor customer online review sites and showed no difference between customer reviews underpinned with an identity or without. Likewise, Study 2 used an experimental design and found no significant difference between customer reviews with or without an identity. However, significant mediation effects of social ties and social capital were found when measuring the relationship between online self-verification and customer reviews. The findings build on the literature of user-generated online reviews and have important implications for academics and hospitality practitioners.

scholarly journals Analisis Pengaruh E-WOM, Online Review, dan Kualitas Informasi terhadap Minat Beli di Market Place Tokopedia

Prologia ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 127
Author(s):  
Julian Andrew ◽  
Rezi Erdiansyah
Keyword(s):  
Information Quality ◽  
Word Of Mouth ◽  
Online Reviews ◽  
Online Review ◽  
Electronic Word Of Mouth ◽  
Market Place ◽  
Purposive Sampling ◽  
Additional Information ◽  
Data Collection Technique

As the people's shopping habits via online starts to emerge, the e-commerce industry in Indonesia has also developed. In 2018, it was noted that 11.9% of Indonesian people were shopping online. However, in the midst of the vastness of online platforms with millions of items found in online storefronts, consumers need more information as their reference to arousing buying interest. As one of the biggest e-commerce players in Indonesia, Tokopedia provides features that enable sellers and consumers to exchange information regarding the items. In Tokopedia, prospective buyers can see electronic word of mouth messages, online reviews, and other additional information about the items that are known to be very influential in generating buying interest. This study uses a quantitative approach with an explanatory type in which the research seeks to find the effect of electronic word of mouth, online review, and the quality of information on buying interest of Jakarta students in Tokopedia e-commerce. The data collection technique used was purposive sampling by distributing questionnaires to 100 samples via online. Based on this research’s results, it was found that electronic word of mouth, online review, and information quality affect buying interest of students in Jakarta by 46% while the other 54% were influenced by other factors not examined in this study.Seiring dengan munculnya kebiasaan berbelanja masyarakat melalui online, industri e-commerce di Indonesia pun turut berkembang. Pada tahun 2018, tercatat bahwa sebanyak 11,9% orang di Indonesia melakukan kegiatan belanja secara online. Namun, di tengah luasnya platform online dengan jutaan barang yang terdapat di etalase online membuat konsumen membutuhkan informasi yang lebih sebagai bahan referensi dalam menimbulkan minat beli. Tokopedia merupakan pelaku e-commerce terbesar di Indonesia menyediakan fitur-fitur yang memungkinkan penjual dan konsumen untuk menulis dan bertukar informasi seputar barang tersebut. Di dalam Tokopedia, para calon pembeli dapat melihat pesan electronic word of mouth, online review, dan informasi-informasi tambahan lainnya seputar barang-barang yang dijual yang diketahui sangat berpengaruh dalam memunculkan minat beli. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis eksplanatif dimana penelitian berusaha menemukan pengaruh e-WOM, kualitas informasi, dan online review terhadap minat beli mahasiswa Jakarta pada e-commerce Tokopedia. Teknik pengumpulan data yang digunakan adalah purposive sampling dengan menyebarkan kuesioner kepada 100 sampel secara online. Penelitian menemukan bahwa electronic word of mouth, online review, dan kualitas informasi berpengaruh terhadap minat beli pada mahasiswa di Jakarta sebanyak 46%, sedangkan 54% dipengaruhi oleh faktor-faktor lain yang tidak diteliti pada penelitian ini.

scholarly journals Quality assessment of electronic state and municipal services using the example of the ministry of agriculture of the Russian Federation

2020 ◽  
Vol 17 ◽  
pp. 00143 ◽  
Author(s):  
Niyaz Azatovich Safiullin ◽  
Gulnara Rinatovna Valieva ◽  
Dzhaudat Ibragimovich Faizrahmanov ◽  
Luisa Nizamovna Savushkina ◽  
Chulpan Malikovna Kurakova
Keyword(s):  
Public Services ◽  
Quality Of Services ◽  
Municipal Services ◽  
Reclaimed Land ◽  
The Public ◽  
Electronic Form ◽  
Provision Of Services ◽  
The Russian Federation ◽  
The Republic

The article discusses the features of the provision of public services in electronic form. The dynamics of the provision of public services in the Republic of Tatarstan is given. A review of the existing methodologies for assessing the quality of the provision of electronic public services is given. The authors’ methodology for assessing the quality of the provision of state and municipal services in electronic form is proposed. An authorized executive body has been identified which is responsible for organizing the assessment of the quality of services. Formulas of individual indicators of the technique are developed. As an example, the assessment of the provision of the public service “Providing information obtained in the course of accounting for reclaimed land” is calculated. A polygon of the effectiveness of the provision of state and municipal services in electronic form is proposed. Measures to eliminate identified deficiencies in the provision of services are proposed. The authors make the conclusion about the importance of assessing the quality of services and the relevance of the proposed methodology.

scholarly journals Professional Standard Development for a Multifunctional Public Services Center Employee in Conditions of Democratic Control

2021 ◽  
Vol 21 (1) ◽  
pp. 39-47
Author(s):  
A.V. Baranov ◽  
◽  
O.V. Kotlyarova ◽  
Keyword(s):  
Public Services ◽  
Objective Assessment ◽  
Professional Standard ◽  
Municipal Services ◽  
Democratic Control ◽  
Standard Development

Results of a survey of multifunctional public services centers employees aimed at identifying the factors that determine the professional standard of MPSC specialists are analyzed. According to the authors, democratic control in the process of assessing the quality of state and municipal services is implemented not only by monitoring the satisfaction of citizens, but also as a result of an objective assessment by MPSC specialists of the quality of performing their own professional duties.

STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT

INFO ARTHA ◽  
2017 ◽  
Vol 5 ◽  
pp. 35-54
Author(s):  
Guruh Supenget ◽  
Nur Aisyah Kustiani
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Public Services ◽  
House Of Quality ◽  
Kano Model ◽  
Quality Function ◽  
Customer Expectations

This study aims to determine the quality, the importance of service attributes and the appropriate effort to improve the quality of public services provided by the Client Coordinator at the Direktorat Jenderal Bea dan Cukai. This study uses SERVQUAL questionnaire, Kano Model and Quality Function Deployment. SERVQUAL questionnaire is used to assess customer satisfaction (quality of service) by comparing customer expectations and the actual quality of service received by the customer. KANO model is used to determine which service attributes are important based on the perception of the customer. Moreover, the important service attributes identified by customer is analyzed in the house of quality (Quality Function Deployment method) to determine appropriate effort by government. A blend of these methods can be replicated in other efforts to improve public services so that the improvement will match with the needs of customers (community). 

scholarly journals Analysing online reviews to investigate customer behaviour in the sharing economy

2019 ◽  
Vol 33 (3) ◽  
pp. 945-961 ◽  
Author(s):  
Carmen Kar Hang Lee ◽  
Ying Kei Tse ◽  
Minhao Zhang ◽  
Jie Ma
Keyword(s):  
Clustering Algorithms ◽  
Online Reviews ◽  
Sharing Economy ◽  
Content Type ◽  
Customer Expectations ◽  
Customer Behaviour ◽  
Different Seasons ◽  
Perception Of Quality ◽  
Seasonal Analysis

Purpose The purpose of this paper is to investigate attributes that influence Airbnb customer experience by analysing online reviews from users staying in London. It presents a text mining approach to identify a set of broad themes from the textual reviews. It aims to highlight the customers’ changing perception of good quality of accommodations. Design/methodology/approach This paper analyses 169,666 reviews posted by Airbnb users who stayed in London from 2011 to 2015. Hierarchical clustering algorithms are used to group similar words into clusters based on their co-occurrence. Longitudinal analysis and seasonal analysis are conducted for a more coherent understanding of the Airbnb customer behaviour. Findings This paper provides empirical insights about how Airbnb users’ mindset of good quality of accommodations changes over a five-year timespan and in different seasons. While there are common attributes considered important throughout the years, exclusive attributes are discovered in particular years and seasons. Research limitations/implications This paper is confined to Airbnb experiences in London. Researchers are encouraged to apply the proposed methodology to investigate Airbnb experiences in other cities and detect any change in customer perception of quality stay. Practical implications This paper offers implications for the prioritisation of customer concerns to design and improve services offerings and for alignment of services with customer expectations in the sharing economy. Originality/value This paper fulfils an identified need to examine the change in customer expectation across the timespan and seasons in the case of Airbnb. It also contributes by illustrating how big data can be used to uncover key attributes that facilitate the engagement with the sharing economy.

Data Exploration by Representative Region Selection: Axioms and Convergence

2021 ◽  
Author(s):  
Alexander S. Estes ◽  
Michael O. Ball ◽  
David J. Lovell
Keyword(s):  
Optimization Problems ◽  
Cluster Structure ◽  
Data Set ◽  
Quality Function ◽  
Additional Information ◽  
Region Selection ◽  
Convergence Results ◽  
Small Set ◽  
New Type

We present a new type of unsupervised learning problem in which we find a small set of representative regions that approximates a larger data set. These regions may be presented to a practitioner along with additional information in order to help the practitioner explore the data set. An advantage of this approach is that it does not rely on cluster structure of the data. We formally define this problem, and we present axioms that should be satisfied by functions that measure the quality of representatives. We provide a quality function that satisfies all of these axioms. Using this quality function, we formulate two optimization problems for finding representatives. We provide convergence results for a general class of methods, and we show that these results apply to several specific methods, including methods derived from the solution of the optimization problems formulated in this paper. We provide an example of how representative regions may be used to explore a data set.

scholarly journals ARTI PENTING TINGKAT KEPUASAN PARA PELANGGAN DAN PEMANFAATAN ULASAN DARING

2018 ◽  
Author(s):  
Dewanta Fachrureza
Keyword(s):  
Customer Satisfaction ◽  
Online Reviews ◽  
Online Review ◽  
Hotel Management ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Front Office

<p>ABSTRACT</p><p>This research departs from the curiosity of researchers to find out the extent to which online customer reviews are used at the Ritz Carlton hotel, because hotel management responds well even to the extraordinary in responding to online customer reviews, especially from TripAdvisor. The purpose of this study is to develop and understand the extent to which online review customer reviews are used from TripAdvisor to the department of the front office at the Ritz Carlton Hotel Jakarta. Conclusions from this study are important for hotels to maintain and improve the level of customer satisfaction to improve the quality of hotel services. The researcher also gave several suggestions which stated that there must be a position of work that is responsible for ensuring that all online reviews will be answered and evaluated. In addition, the hotel must invite more guests to comment on TripAdvisor.<br />Keywords: Customer, Customer Satisfaction, Online Review, Front Office Department</p>

scholarly journals Citizen satisfaction with municipal services: The case of Konya

2017 ◽  
Vol 7 (1) ◽  
pp. 24-33
Author(s):  
Erhan Örselli ◽  
Erdal Bayrakçı ◽  
Selcuk Kahraman
Keyword(s):  
Service Quality ◽  
Local Governments ◽  
Public Services ◽  
Municipal Services ◽  
Citizen Satisfaction ◽  
The Public ◽  
Local Public Services ◽  
Local Services ◽  
And Performance

  Abstract Local governments, which are the closest units to people in terms of providing services, pay special attention to such issues as life and service quality, citizen satisfaction, meeting demands and expectations of citizens while making future plans and evaluating how successful they are in the public eye. The level of citizen satisfaction, citizens’ experiences and perceptions about local services and their ideas about the legitimacy, credibility and performance of Mayor affect the success of local governments, particularly municipalities, in a positive or a negative way. This study aims to develop “a citizen report” about the local services in Konya by identifying how satisfied people are with the quality of the local public services provided by Konya Municipality. Keywords: Local public services, service quality, citizen satisfaction, citizen report.  

Convergent Beam Electron Diffraction

1978 ◽  
Vol 36 (3) ◽  
pp. 304-315
Author(s):  
G. Lehmpfuhl
Keyword(s):  
Electron Diffraction ◽  
Diffraction Pattern ◽  
Crystal Surface ◽  
Diffraction Spot ◽  
Crystal Thickness ◽  
Large Area ◽  
Electron Microscopic ◽  
Additional Information ◽  
Microscopic Investigations

Introduction In electron microscopic investigations of crystalline specimens the direct observation of the electron diffraction pattern gives additional information about the specimen. The quality of this information depends on the quality of the crystals or the crystal area contributing to the diffraction pattern. By selected area diffraction in a conventional electron microscope, specimen areas as small as 1 µ in diameter can be investigated. It is well known that crystal areas of that size which must be thin enough (in the order of 1000 Å) for electron microscopic investigations are normally somewhat distorted by bending, or they are not homogeneous. Furthermore, the crystal surface is not well defined over such a large area. These are facts which cause reduction of information in the diffraction pattern. The intensity of a diffraction spot, for example, depends on the crystal thickness. If the thickness is not uniform over the investigated area, one observes an averaged intensity, so that the intensity distribution in the diffraction pattern cannot be used for an analysis unless additional information is available.

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