scholarly journals Information of System Monitoring by Network Oparation Center

Tech-E ◽  
2021 ◽  
Vol 4 (2) ◽  
pp. 36
Author(s):  
Amat Basri ◽  
Alexius Hendra Gunawan
Keyword(s):  
Service Quality ◽  
System Development ◽  
Quality Standard ◽  
Application Development ◽  
Joint Application ◽  
Network Equipment ◽  
Network Operation ◽  
Improve Service Quality ◽  
Effective Service

Network Operation Central (NOC), an Enterprise Service Division which functions to carry out monitoring and supervision activities of Telkom network equipment located at Plaza Indonesia. Customer satisfaction is the basis and goal that is always hoped for by customers, by carrying out maintenance activities of network devices, and carrying out solutions when problems occur in customers are expected to be an efficient and effective service quality standard. This study wants to know that the construction of a monitoring system for NOC work activities can improve service quality. The quality of this system can be measured using the ISO9126 model, by adapting four characteristics of software quality: functionality, reliability, usability, and efficiency. The system development model uses the Rapid Application Development (RAD) and Joint Application Development (JAD) models. Researchers will analyze and design the system using the Unified Model Language (UML), then by coding with PHP programming and MySQL databases, and data collection using a questionnaire, and system testing using the Blackbox Testing model. Based on testing using ISO 9126 the results are functionality (80%), reliability (79%), usability 86%), and efficiency (79%). Overall the result was 81% (good).

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

scholarly journals Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

2019 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
Eko Sulistyo
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
Digital Natives ◽  
The Internet ◽  
Library Services ◽  
Digital Native ◽  
Daily Lives ◽  
Younger Generation ◽  
Improve Service Quality

<p>Improving the Quality of Library Services for Digital Native Generations. The generation of Digital Natives, the younger generation born and living in the internet era, tends to use the internet in their daily lives. They are very master of this and of course require librarians to be able to provide access based communication technology. To improve service quality in addition to facilities and communication technology, libraries must provide collections that can be accessed through the internet, so that they can be read anytime and anywhere, including E-Book, E-Paper and E-Journal. Primarily is the collection of E-Journal.</p><p> </p><p>Meningkatkan Kualitas Pelayanan Perpustakaan  Terhadap Generasi Digital  Native. Generasi <em>Digital Natives</em>, yaitu generasi muda yang lahir dan hidup pada era internet cenderung menggunakan dunia internet dalam kehidupan sehari-hari. Mereka sangat menguasai akan hal ini dan tentunya menuntut pustakawan mampu menyediakan akses berbasis teknologi komunikasi tersebut. Untuk meningkatkan kualitas pelayanan selain fasiltas dan teknologi komunikasi, perpustakaan harus menyediakn koleksi yang sudah bisa diakses melalui internet, sehingga bisa dibaca kapan saja dan dimana saja, antara lain yaitu E-Book, E-Paper dan E-Journal.Utamanya adalah koleksi E-Journal.</p>

scholarly journals Measuring service quality at Wan Hai Lines outbound services

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Duong Ngoc Ha
Keyword(s):  
Service Quality ◽  
Transit Time ◽  
Three Dimension ◽  
Quality Service ◽  
High Quality ◽  
Dimension Analysis ◽  
Full Picture ◽  
Improve Service Quality ◽  
High Quality Service

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase the competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. The outcome is the service quality of Wan Hai Lines outbound services can be identified by three dimension Empathy and Responsiveness, Assurance, and Reliability. It would help the management to have a clear and full picture about the current service quality, and to have the ways to improve service quality following the recommendations.

scholarly journals Evaluation Of Application Of Web Bases Budget Realization Report Seen From Human Computers Interaction Perspective

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Yosi Afandi ◽  
Joni Dwi Pribadi
Keyword(s):  
Service Quality ◽  
Ease Of Use ◽  
Routine Activity ◽  
Application Development ◽  
Quality Of Information ◽  
The Future

The preparation of Budget realization report is a routine activity that must be done in the Department of Cominfo and Statistics. The use of budget realization applications has been implemented but there has been no evaluation of the application so that researchers evaluated the application with the purpose of improving the application in the future. The method used to evaluate is TAM, with the results of the research that the application of the budget Realization report on the basis is good but there are some things that need to be done application development in the ease of use and meaning of Symbols that exist in the system thus improving the quality of the system, the quality of information and service quality thereby affecting the use of a good budget realization application

scholarly journals Gap analysis of the quality of sales service

2011 ◽  
Vol 59 (2) ◽  
pp. 137-142
Author(s):  
Štěpán Kala ◽  
Lucie Vokáčová ◽  
Jan Huml
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Quality Standard ◽  
Sales Personnel ◽  
Gap Measurement ◽  
Standard Quality

The article aims to measure the size of customer gaps as for their perception of sales service standard quality. Gap analysis employed for customer gap measurement is elaborated on the basis of the results obtained from questionnaire enquiry directed on customers and employers of the company sales places that were under examination. Questionnaire enquiry revealed substantial disparity between the perception of standard by employers and customers, especially in terms of sales personnel contact with customer. The research has quantified the size of customer gaps within sales service quality standard categories. In addition, it identifies problem areas detected by means of the carried out analysis as well as it provides suggestions for their solution.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

Measuring Satisfaction and Loyalty of Guests Based on Vietnamese Hotel Online Reviews

2021 ◽  
Vol 11 (2) ◽  
pp. 1-17
Author(s):  
Ha Nguyen Thi Thu ◽  
Tuan Tran Minh ◽  
Tu Nguyen Thi Ngoc ◽  
Binh Giang Nguyen ◽  
Linh Nguyen Ngoc
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Reviews ◽  
Actual Data ◽  
Sentiment Lexicon ◽  
Guest Satisfaction ◽  
Improve Service Quality ◽  
Guest Loyalty

Measuring customer satisfaction is a key task for hotels today. Analyzing online reviews of experienced guests will help the managers to know if guests are satisfied or dissatisfied with the service that they provided. Hence, they have solutions to improve service quality. This study presents a method to measure guest satisfaction based on sentiment lexicon that is developed for hospitality domain to increase the accuracy of the analysis results. Actual data is downloaded from TripAdvisor with 35 four-star to five-star hotels of five cities in Vietnam to analyze guest satisfaction that shows that nearly 80% of customers are satisfied with the quality of Vietnamese hotels. Based on data analysis, the study also evaluating guest loyalty through phrases like “came here several,” “come back,” “recommend,” etc. This rate corresponds to the number that was reported by the Vietnam National Administration of Tourism.

Measuring Service Quality of Commercial Banks in an Underdeveloped Economy

2014 ◽  
pp. 256-267
Author(s):  
M. P. Bezbaruah ◽  
Basanta Kalita
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Commercial Banks ◽  
Banking Sector ◽  
Quality Standard ◽  
Reform Era ◽  
The Public ◽  
Public Sector Banks ◽  
Private Banks

In the post-reform era, quality delivery of the services has acquired centre point of the service industry around the globe. The banking sector being purely a service-related industry has been influenced more by the issue of providing quality service. With the entry of private banks, the banking sector has gone through many transformations including the way services are extended. In a backward state like Assam, this has arrived a little late, but the changes are gradually visible. The chapter captures the service quality standard of the Scheduled Commercial Banks (SCBs) and also for the different bank groups in order to make a comparison. The SERVPERF scale is used to study the replies of the customers in two cities, Guwahati and Tezpur, and some econometric tools are used to analyse the data. The study reveals that the private sector banks are far ahead of the public sector banks in terms of quality of service. The private banks influence the service quality of the SCBs the most among all the bank groups. Overall, the public sector banks, which are the dominant market players, will have to work hard to catch the level of the private banks.

Analysis of Customer Behavior in Automatic Investment Plan Based on Decision Tree

2014 ◽  
Vol 644-650 ◽  
pp. 5741-5744
Author(s):  
Li Huo ◽  
Bo Jiang ◽  
Ya Xin Liu
Keyword(s):  
Decision Tree ◽  
Service Quality ◽  
Marketing Strategy ◽  
Customer Behavior ◽  
Investment Plan ◽  
Id3 Algorithm ◽  
Basic Ideas ◽  
Improve Service Quality

Firstly, this paper introduces the decision tree and then the basic ideas and implementation methods of ID3 algorithm are discussed. Next, processes the data of customer behavior in the AIP business based on ID3 and constructs the decision tree meanwhile the rules are established. Finally, gives the results of the prediction and advices on how to design marketing strategy of fund business. This study can be used to make marketing strategy for fund companies and improve service quality of fund companies consequently.

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