scholarly journals An Investigation of the E-Services Quality provided by Kuwait Government Portal

2021 ◽  
Vol 10 (2) ◽  
pp. 907-915
Keyword(s):  
Service Quality ◽  
Structured Interviews ◽  
Online Questionnaire ◽  
Government Services ◽  
Online Portal ◽  
Service Quality Evaluation ◽  
The Government ◽  
Government Portal ◽  
High Level

The unlimited development and extensive use of ICT has helped governments around the world to innovate and improve public services through the advantages of egovernment services. First step of this study was an attempt to measure the quality of e-services provided by the usercentric Kuwait Government Online Portal through investigating the quality standards of e-government services and different quality dimensions of e-government services as identified in the literature. Post examining E-service quality models one model was selected and used to validate the quality of e-services provided by the Kuwait Government Online Portal. A survey was presented to 486 valid participants through an online questionnaire. The result of the survey in general showed a diverse quality results which was around the range of “Neutral”. This could be due to having a large number of diverse e-services provided by more than 60 government agencies all enclosed in the Kuwait Government Online Portal. The second step of this study was to validate the result from the survey through conducting a semi-structured interviews by the authors with three top management officials at the government entity responsible for implementing e-government program in Kuwait. The interviews have revealed interesting insights, namely the existence of strong presence of silo-mentality in government entities which could be the main cause for not achieving integrated e-services. Future work will include studying specific e-services and defining suitable categorization that helps in determining their quality. The model that was used in this study was based on high-level dimensions that needs to be broken down into subdiminutions that could contribute to increasing the accuracy of the results of e-service quality evaluation. In addition, measuring the effect of silo-mentality of the government over the quality of e-services in Kuwait is desirable.

A Literature Review on Quality Models for Online E-Government Services

2016 ◽  
pp. 151-166 ◽  
Author(s):  
Filipe Sá ◽  
Álvaro Rocha ◽  
Manuel Pérez-Cota
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Public Services ◽  
Evaluation Method ◽  
Present Moment ◽  
Quality Models ◽  
Government Services ◽  
Service Quality Evaluation ◽  
Quality Dimensions

The study presented in this chapter will serve as a basis for the development of a suitable methodology whose purpose is to evaluate the quality of Local e-Government online services. Citizens expect quality public services, and their online dimension is no exception. The quality of these services should be analysed and accounted for, in order to maximize and develop strategies that improve the offered services, increasing the levels of satisfaction of their recipients. In this sense, this first study puts forth a systematization of the relevant bibliography, focusing on the quality of two types of services: traditional and e-Government. Each methodology was analysed in order to identify the main quality dimensions used. Up to the present moment, the identification of a service quality evaluation method particularly focused on local online e-Government wasn't achieved, and this justifies the development of an investigation project whose main purpose is to create such methodology in this field.

Factors affecting the development of e-government using a citizen-centric approach

2015 ◽  
Vol 6 (3) ◽  
pp. 206-222 ◽  
Author(s):  
Kanda Sorn-in ◽  
Kulthida Tuamsuk ◽  
Wasu Chaopanon
Keyword(s):  
Quantitative Research ◽  
Service Providers ◽  
Structured Interview ◽  
Government Agencies ◽  
Content Type ◽  
Factors Affecting ◽  
Government Services ◽  
Government Sector ◽  
The Government

Purpose – The purpose of this paper is to study the factors affecting the development of e-government by using a citizen-centric approach. Design/methodology/approach – This paper is a mixed-methods study consisting of qualitative and quantitative research. Data were collected from government agencies using a structured interview and questionnaire about e-government services. The research was collected from the people responsible for the management of an e-government project in 75 government agencies. In addition, the researcher collected data from 1,400 citizens by using an e-Survey questionnaire that grouped participants by age. Findings – By using a citizen-centric approach, the paper identified the factors affecting the development of e-government. There were five factors from the viewpoint of government agencies and citizen groups: quality of e-government services, policy and governance, information technology infrastructure, organization and economy and society. Research limitations/implications – The research covered the development patterns of e-government for services from government to citizens only. Practical implications – Seeing the importance of environmental factors for both service providers and service users would facilitate continuous improvement of e-government service provision by government agencies. Social implications – The results reflect citizens’ need for e-government services; quality is their priority. Hence, government agencies must consider the quality of the delivery of information and e-government services as they relate to the lifestyles and needs of citizens. Originality/value – The creation of knowledge from merging e-government concepts with citizen-centric principles is a modern government sector management theory. This research stresses the need for the government sector to see the need for e-government and to recognize the factors for its successful development. This means the design and development of e-government services should respond to the increasing needs of the citizens.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Assessment of bacteriological quality of drinking water from various sources in Amritsar district of northern India

2015 ◽  
Vol 9 (08) ◽  
pp. 844-848 ◽  
Author(s):  
Sita Malhotra ◽  
Shailpreet K Sidhu ◽  
Pushpa Devi
Keyword(s):  
Drinking Water ◽  
Human Consumption ◽  
Human Right ◽  
Safe Water ◽  
Bacteriological Quality ◽  
Northern India ◽  
Quality Of Water ◽  
The Government ◽  
High Level

Introduction: Safe water is a precondition for health and development and is a basic human right, yet it is still denied to hundreds of millions of people throughout the developing world. Water-related diseases caused by insufficient safe water supplies, coupled with poor sanitation and hygiene, cause 3.4 million deaths a year, mostly in children. Methodology: The present study was conducted on 1,317 drinking water samples from various water sources in Amritsar district in northern India. All the samples were analyzed to assess bacteriological quality of water for presumptive coliform count by the multiple tube test. Results: A total of 42.9% (565/1,317) samples from various sources were found to be unfit for human consumption. Of the total 565 unsatisfactory samples, 253 were from submersible pumps, 197 were from taps of piped supply (domestic/public), 79 were from hand pumps, and 36 were from various other sources A significantly high level of contamination was observed in samples collected from submersible pumps (47.6%) and water tanks (47.3%), as these sources of water are more exposed and liable to contamination. Conclusions: Despite continuous efforts by the government, civil society, and the international community, over a billion people still do not have access to improved water resources. Bacteriological assessment of all sources of drinking should be planned and conducted on regular basis to prevent waterborne dissemination of diseases.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Influence Relaxation Policy Fees on COVID-19 Pandemic and Service Quality Claims against the Realization of Dues Payment Compliance BPJSK in Branch Office Driyorejo-Gresik East Jawa-Indonesia

2021 ◽  
Vol 3 (2) ◽  
pp. p72
Author(s):  
Untung Lasiyono
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Economic Aspects ◽  
Payment Policy ◽  
Population Research ◽  
Premium Payment ◽  
The Government ◽  
Branch Office

In the conditions of the Covid-19 pandemic, it had a very large impact not only on the health aspect, but also on the labor and economic aspects. The industrial world has been affected so much that the industrial world has stopped its production activities so that there has been a reduction in the workforce in production by being dismissed and even disconnected from their work. This condition is what makes the government take action, especially in terms of employment in fulfilling the obligation to pay BPJSK output through a relaxation or softness policy in paying contributions. Another policy is the claim service for BPJSK participants if there is a risk that results in the realization of the claim.This research is to analyze with the policy of relaxation of payment of dues and claim services associated with their influence on participant compliance in paying BPJSK dues. The population / research sample was the participants of the BPJSK Gresik Driyorejo Branch, using a questionnaire to obtain data on the perception of relaxation policies, service quality and compliance with payment of dues.Based on the results of data analysis, it shows that: first, the premium payment policy has a significant effect on dues pay compliance, second, the service quality of claims has a significant effect on awareness of premium payments, and third, the policy of relaxation of contributions and the quality of service claims has a significant effect on the premium. payment of dues for BPJSK members at the Gresik Driyorejo Branch.

scholarly journals Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

2018 ◽  
Vol 3 (2) ◽  
pp. 13
Author(s):  
Resti Siti Nur Cahyati Hidayat ◽  
Maya Setiawardani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Quadrant Analysis ◽  
Toll Road ◽  
Optimal Service ◽  
Five Dimension ◽  
High Level

The high level of society mobility needs to be supported by adequate infrastructures. Sufficient and adequate toll road infrastructure is able to increase the acceleration of a country's economic and social development through the creation of effectiveness and resulting efficiency. Optimal service delivery can gain customer satisfaction. One approach to measure service quality that many used as a reference is SERVQUAL (Service Quality). There are five dimension on servqual model, that is reliability, assurance, tangible, emphaty and responsiveness. The purpose of this study is to determine the level of customer satisfaction in order to improve the quality of service and to know the service attributes that are prioritized to be maintained and improved by PT Jasa Marga (Persero) Branch Purbaleunyi. Data processing methods in this study using the validity, reliability, classical assumption test, and descriptive statistical analysis. While the data analysis methods used are simple linear regression analysis, correlation, coefficient of determination and quadrant analysis. The results of this study indicate that service quality variables have positive and significant impact on customer satisfaction at Purbaleunyi toll road. Tingginya mobilitas masyarakat perlu didukung oleh infrastruktur yang memadai. Infrastruktur jalan tol yang memadai mampu meningkatkan percepatan pembangunan ekonomi dan sosial suatu negara melalui penciptaan efektivitas dan efisiensi yang dihasilkan. Penyampaian layanan yang optimal bisa mendapatkan kepuasan pelanggan. Salah satu pendekatan untuk mengukur kualitas layanan yang banyak digunakan adalah SERVQUAL (service quality). Ada lima dimensi model SERVQUAL, yaitu reliability, assurance, tangible, emphaty dan responsiveness. Tujuan penelitian ini adalah mengetahui tingkat kepuasan pelanggan dalam rangka meningkatkan kualitas pelayanan dan mengetahui atribut layanan yang diprioritaskan untuk dipelihara dan diperbaiki oleh PT Jasa Marga (Persero) Cabang Purbaleunyi. Metode pengolahan data menggunakan uji validitas, reliabilitas, uji asumsi klasik, dan analisis statistik deskriptif. Sedangkan metode analisis data yang digunakan adalah analisis regresi linier sederhana, korelasi, koefisien determinasi dan analisis kuadran. Hasil penelitian ini menunjukkan bahwa variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada jalan tol Purbaleunyi.

scholarly journals Empowerment and Responsiveness Effect on Royal Malaysian Police (RMP) Staffs in Selangor, Malaysia

2017 ◽  
Vol 12 (8) ◽  
pp. 219
Author(s):  
Mahiswaran Selvanathan ◽  
Noor Ain Zeni ◽  
Pei Jun Tan ◽  
Kantharow Apparavu
Keyword(s):  
Police Agency ◽  
Government Employees ◽  
Work Quality ◽  
Government Services ◽  
Multivariate Multiple Regression ◽  
Multiple Regression Technique ◽  
The Government ◽  
The Relationship ◽  
Efficiency And Productivity

This study focuses on service quality in a public sector, Malaysia. This research is aimed at exploring the relationship between empowerment and responsiveness towards work quality, while reviewing customers’ satisfaction towards government services, particularly towards the Royal Malaysian Police agency. This paper describes how the Royal Malaysian Police can use their employee work quality through the effectiveness, efficiency and productivity systems as tools to help them reach the highest level of customer satisfaction. Multivariate multiple regression technique was used to measure the relationship between the empowerment and responsiveness towards work quality of the employee. This study concludes that empowerment factor does significantly affect the work quality of the government employees, but their work quality does not satisfy the customers.

scholarly journals presentasi efektifitas pembinaan

2019 ◽  
Author(s):  
Merry
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Financial Incentives ◽  
Public Universities ◽  
Research Technology ◽  
Effective Coaching ◽  
The Government ◽  
Functional Position

Abstract.In order to enhance the quality of Indonesian higher education, the Indonesian government through the Ministry of Research, Technology, and Higher Education paid much attention to lecturers in forms of financial incentives and opportunities for them to upgrade their professional skills. Meanwhile, educational laboratory assistants (educational supporting staffs with specific functional position) had also enjoyed some incentives from the government over the past 5 years. Therefore, these laboratory assistants need continuous coaching to maximise their roles in laboratories and to deliver services to their customers, such as lectures, students and other laboratory stakeholders. This study aimed at revealing to what extent effective coaching from superiors and adversity quotient owned by educational laboratory assistants influenced the quality of service of educational laboratory assistants of some Indonesian public universities. This research employed correlational quantitative approach using questionaires as data collection method. Data were analysed using regression analysis. The results of analysis indicated that there was a positive correlation between effective coaching and adversity quotient on the service quality of educational laboratory assistants of some public universities. The more effective the coaching and the higher the adversity quotient, the better quality of service of the laboratory assistants. Based on these results, it was concluded that the service quality of educational laboratory assistants could be improved through effective coaching and adversity quotient.

scholarly journals Algorithms and bots applied to journalism. The case of Narrativa Inteligencia Artificial: structure, production and informative quality

2019 ◽  
pp. 213-233 ◽  
Author(s):  
María José Ufarte Ruiz ◽  
Juan Luis Manfredi Sánchez
Keyword(s):  
Participant Observation ◽  
Communication Media ◽  
News Item ◽  
Structured Interviews ◽  
Work Processes ◽  
Online Questionnaire ◽  
Artificial Structure ◽  
Start Up

This research analyses the organization, work processes and quality of the information produced by Narrativa Inteligencia Artificial, the only company in Spain that writes journalistic texts using the software known as Gabriele for distribution to various media. The study was conducted over a six month period using in-depth, semi-structured interviews with four company professionals with complementary profiles, as well as participant observation during the process of creating an automated news item, and an online questionnaire filled out by 145 journalists (N=145) to assess the quality of the texts produced. The results show that the start-up company fulfils the demands of different sectors such as communication media, and has been increasing the productivity of its content, although it still does not generate complex texts, as this is one of many human qualities that robots continue to lack.

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