scholarly journals Usulan Perbaikan Sistem Untuk Meningkatkan Kualitas Layanan Sistem Administrasi Gudang Online (AGO) Menggunakan Standar ISO/IEC 9126 di PT. PLN (Persero) Rayon Duri

KOMTEKINFO ◽  
2019 ◽  
Vol 6 (1) ◽  
pp. 78-86
Author(s):  
Muhammad Ihsan Hamdy ◽  
Rika Rahmat Putri
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Quality Analysis ◽  
Maturity Model ◽  
Administration System ◽  
Technology System ◽  
System Service ◽  
Maintenance Systems ◽  
Quality Guarantee

In building a system, it was needed a quality guarantee. A system could be stated well qualified, if it met the user needs. The quality could be measured from various points of views. One point of views to measure the software quality was focusing on user satisfaction (user based). To know the quality of a system, it was needed a quality analysis of its system. There was a lack of service when online warehouse administration system used to manage the warehouse material inventory in PT. PLN (Persero) Duri Rayon was used. This research aimed at finding proposed improvements for increasing the service quality percentage of online warehouse administration system based on ISO/IEC 9126 standard. The methods of collecting the data were using interview and questionnaire to know user complaints to the user. Maturity Model and Delay approaches were used to process the data. In testing the reliability level, online warehouse administration system was on the first level (the system was computerized, but it was not standardized yet). In testing the delay, all the delays in input were on good category and it could beunderstandable. Based on the levels of maturity and delay, the test showed that there was a need to improve and maintenance the online warehouse administration system to increase the performance of system service quality for users. so that the existence of repairs and maintenance systems can increase 26% to 41% the percentage of the quality of an information technology system.

scholarly journals Pengaruh Penerapan Sistem Administrasi Perpajakan Modern, Kualitas Pelayanan Dan Kesadaran Wajib Pajak Pada Kepatuhan WPOP

2019 ◽  
pp. 221
Author(s):  
Ni Luh Putu Yunika Antari ◽  
Ni Luh Supadmi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Quality Of Services ◽  
Tax Administration ◽  
Administration System ◽  
System Service ◽  
Analysis Technique ◽  
Reporting Service ◽  
Positive Effect

The purpose of this study was to determine the effect of the application of a modern tax administration system, service quality, and taxpayer awareness on individual taxpayer compliance (WPOP). This research was conducted at KPP Pratama Denpasar Timur. The data analysis technique used is multiple linear regression. Based on the results of the analysis obtained a modern tax administration system, service quality, and awareness of taxpayers have a positive and significant effect on WPOP compliance. This shows that if the tax administration system is implemented well, it will tend to increase compliance with WPOP reporting. Service quality also has a positive effect on WPOP compliance, this proves that the better the quality of services provided will make the taxpayer more compliant in fulfilling his obligations. Keywords: modern tax administration system, service quality, and taxpayer awareness  

scholarly journals Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method

2020 ◽  
Vol 11 (2) ◽  
pp. 278-290
Author(s):  
Syahtriatna Djusar ◽  
Muhamad Sadar ◽  
Elvira Asril
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
User Satisfaction ◽  
Sampling Technique ◽  
Point Of View ◽  
Purposive Sampling ◽  
Independent Variables ◽  
System Service

Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh  dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesuai kriteria. Dalam penelitian ini teknik sampling yang digunakan yaitu Nonprobability sampling dengan teknik purposive sampling dengan kriteria yang ditetapkan adalah mahasiswa aktif, pernah menggunakan Smart Unilak dan pernah berhubungan langsung dengan layanan PDPT Unilak. Hasil uji korelasi memperlihatkan hubungan positif serta  signifikan dari 5 (lima) variable bebas, yaitu variabel assurance, tangible, reliability, responsiveness, serta empathy dari  Kualitas Layanan Sistem Informasi SMART Unilak. Kontribusi variabel tangibles; reliabilitys; responsivenes; assurance, serta empathy untuk menambah Kualitas Layanan pada PDPT Unilak secara berurutan adalah sebesar 17.90%, 4.60%, 30.76%, 45.92%, -11.13%. Sesuai  perhitungan skor Service Quality, maka  diperoleh kesenjangan  atau Gap untuk masing-masing variabel bebas yiatu tangibl; reliability; responsiveness; assurance; dan empathy yang nilainya secara berurut adalah -0.8, -0.55, -0.69, -0.75, -0.59. Hasil penelitian menunjukkan masih kurang baiknya kualitas dari tangible; reliability;  responsiveness; assurance; dan empathy, serta tingkat kepuasan pengguna terhadap Kualitas Layanan Sistem Informasi SMART Unilak pada PDPT Unilak masih kurang puas.  Kata kunci: Kualitas Layanan, Smart Unilak, Servqual, Sistem Informasi   Abstract  The success of a service, seen from the point of view / user perception of the Information System. Users use their perceptions, to assess the overall quality of the information system. The purpose of this study was to determine the effect of Service Quality (servqual) dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Empathy, on Service Quality related to Student Satisfaction as Unilak SMART Users in Unilak PDPT services. Of the 981 students of Fasilkom, 64 students filled out the questionnaire according to the criteria. In this study, the sampling technique used was nonprobability sampling with purposive sampling technique with the criteria set were active students, had used Smart Unilak and had direct contact with PDPT Unilak services. The results of the correlation test show a positive and significant relationship from 5 (five) independent variables, namely the assurance, tangible, reliability, responsiveness, and empathy variables of the Unilak SMART Information System Service Quality. Contribution of the tangibles variable; reliabilitys; responsivenes; assurance, and empathy to increase Service Quality at PDPT Unilak were 17.90%, 4.60%, 30.76%, 45.92%, -11.13%, respectively. In accordance with the calculation of the Service Quality score, a gap is obtained for each of the independent variables, namely tangibl; reliability; responsiveness; assurance; and empathy whose values ​​are -0.8, -0.55, -0.69, -0.75, -0.59 respectively. The results showed that the quality of the tangible was not good enough; reliability; responsiveness; assurance; and empathy, and the level of user satisfaction with the Unilak SMART Information System Service Quality at PDPT Unilak is still not satisfied.  Keywords: Service of Quality, Smart Unilak, Servqual, Information Systems.

Persepsi Kreditur dan PPAT Terhadap Kualitas Layanan Hak Tanggungan Terintegrasi Secara Elektronik

Tunas Agraria ◽  
2020 ◽  
Vol 3 (3) ◽  
Author(s):  
I Made Dwi Gunarta ◽  
Akur Nurasa ◽  
Sukmo Pinuji
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service User ◽  
Service Users ◽  
User Perception ◽  
Excellent Service ◽  
Efficiency And Effectiveness ◽  
Citizen Support

The success of the Badung Regency Land Office in issuing HT-el Certificate, the first in Indonesia cannot be separated from the support of the Creditors and PPAT as the main users of HT-el Services. This innovation is an effort to realize the digitalization of services and overcome various existing weaknesses. Creditors and PPAT as the main users are important instruments in providing an overview of HT-el service quality, because basically the success of an organization in providing a service depends on how well the perception of service users will reflect the level of user satisfaction and the profitability of the organization. HT-el Service User Perception (Creditor and PPAT) assessed using the e- Govqual Method illustrates that the Quality of HT-el Services at the Badung District Land Office is very good, this is evidenced by positive responses to the Efficiency, Trust and Realibility as well as Citizen Support. This is an effort to create excellent service in the land sector based on the principles of efficiency and effectiveness in implementing activities.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

scholarly journals INFLUENCE OF INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY AND SECURITY ON USER SATISFACTION IN USING E-MONEY BASED PAYTREN APPLICATIONS

2019 ◽  
Vol 3 (2) ◽  
pp. 288-299
Author(s):  
Winanda Wahana Wargadalam
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Information Service ◽  
Sampling Technique ◽  
Quality System ◽  
Quality Service ◽  
System Quality ◽  
Business Form

Nowadays technology grow extremely fast and it is helpful in communication and transactions, this effect to human behavior that people consider using technology intentively in daily activites cause of its facilities, one of facilities is digital economic transactions or e-money. Due to increasing of technology, there are some companies run their business form e-money based applications, one of the applications is the PayTren. The purposed of this research is to examine the satisfactory of the user who apply PayTren applications, such as the influence of information quality, system quality, service quality and security. The method of the research is based on DeLone and McLean models, then it will be modified. The research’s data is quantitative data. researchers collected 89 questionnaires from the population of PayTren application users in Batam by using a purposive sampling technique.  The conclusion of the research show that there is an influence between the quality of information, service quality and security on the satisfaction of e-money users based on the PayTren application, while it is found that there is no influence between the quality of the system on the satisfaction of e-money users based on PayTren applications.

scholarly journals Rail-based Public Transport Service Quality and User Satisfaction – A Literature Review

2020 ◽  
Vol 32 (3) ◽  
pp. 423-435 ◽  
Author(s):  
Ahmad Nazrul Hakimi Ibrahim ◽  
Muhamad Nazri Borhan ◽  
Nur Izzi Md. Yusoff ◽  
Amiruddin Ismail
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Information Quality ◽  
Service Providers ◽  
Delphi Approach ◽  
Rail Travel

While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

The effects of online service quality of e-commerce Websites on user satisfaction

2015 ◽  
Vol 33 (3) ◽  
pp. 468-485 ◽  
Author(s):  
Gajendra Sharma ◽  
Wang Lijuan
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Information Quality ◽  
Management Practice ◽  
Online Service ◽  
Internet Applications ◽  
Content Type ◽  
Web Presence

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

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