An Approach to Assessing Quality of Electronic Government Services

2012 ◽  
pp. 346-359
Author(s):  
Subhajyoti Ray
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Electronic Government ◽  
Quality Improvements ◽  
Analytic Hierarchy ◽  
Public Managers ◽  
Multiple Services ◽  
The Common ◽  
Assess Quality

The emergence of e-Government in developing countries has led to the discovery of many innovative ways of public service delivery to citizens and businesses. India has chosen the common service center based service delivery model, where multiple services from single or multiple government agencies can be obtained in one location. However, the assessment quality of service at these centers, especially in comparison to the quality of service delivery under manually run operations has not been addressed in literature. In this paper, the authors propose and demonstrate a method to evaluate the quality of service at common service centers by exploring the case of an urban local body in India. Specifically, the paper uses the Analytic Hierarchy Method to assess quality improvements and discusses the implications for public managers.

An Approach to Assessing Quality of Electronic Government Services

2010 ◽  
Vol 6 (4) ◽  
pp. 45-57 ◽  
Author(s):  
Subhajyoti Ray
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Electronic Government ◽  
Quality Improvements ◽  
Analytic Hierarchy ◽  
Public Managers ◽  
Multiple Services ◽  
The Common ◽  
Assess Quality

The emergence of e-Government in developing countries has led to the discovery of many innovative ways of public service delivery to citizens and businesses. India has chosen the common service center based service delivery model, where multiple services from single or multiple government agencies can be obtained in one location. However, the assessment quality of service at these centers, especially in comparison to the quality of service delivery under manually run operations has not been addressed in literature. In this paper, the authors propose and demonstrate a method to evaluate the quality of service at common service centers by exploring the case of an urban local body in India. Specifically, the paper uses the Analytic Hierarchy Method to assess quality improvements and discusses the implications for public managers.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

scholarly journals Far from Fire: The service delivery quality gap plaguing Indonesian Ports

2017 ◽  
Vol 21 (1) ◽  
pp. 31
Author(s):  
Wayu Eko Yudiatmaja ◽  
Alfiandri Alfiandri ◽  
Rahmat Hidayat
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Research Results ◽  
Significant Difference ◽  
Riau Archipelago ◽  
Service Gap

This study analyzes the gap between expected and perceived services by ship passengers at the Sri Bayintan Port, Kijang, Riau Archipelago. The purpose of the paper is to examine the gap between expected and perceived service delivery by ship passengers in the Sri Bayintan Port.  To test the service gap, ServQual variables as postulated in Parasuraman, Zeithaml & Berry (1988) were used. The variables include tangibility, reliability, responsiveness, assurance, and empathy. Data were collected using a sample of 98 passengers, who were chosen at random. Research results showed that there is a significant difference between expected and perceived service delivery among   passengers who use Sri Bayintan port.  In particular, findings of this study showed that passengers were not satisfied with the quality of service delivery they received in Sri Bayintan Port.

Accountability and Quality of Service Delivery

2017 ◽  
pp. 7-20
Author(s):  
Tamer Samah Rabie ◽  
Samira Nikaein Towfighian ◽  
Cari Clark ◽  
Melani Cammett
Keyword(s):  
Quality Of Service ◽  
Service Delivery

Impact of Employees' Empowerment on Perceived Quality of Service Delivery in the Tertiary Health Institutions

2021 ◽  
pp. 2014-2030
Author(s):  
Michael Abayomi Fowowe ◽  
Kayode K. Arogundade
Keyword(s):  
Quality Assurance ◽  
Quality Of Service ◽  
Service Delivery ◽  
Health Sector ◽  
Healthcare Services ◽  
Perceived Quality ◽  
Health Institutions ◽  
Market Needs ◽  
Acute Healthcare

In this current 21st-century global competitive market, employee empowerment plays a significant role in building the internal resource-based capacity of business survival towards meeting and exceeding ever-increasing market needs. The tertiary health institutions saddled with the responsibility of providing acute healthcare services significantly require effective commitment of their healthcare workers in promoting quality of service delivery towards achieving result-oriented healthcare quality assurance outcome. However, the Nigerian health sector has been characterised with diverse challenges in sustaining quality assurance due to lack of leadership commitment in empowering caregivers in the sector effectively. To a large extent, this has weakened the adequate performance of employees, and also, contributed to the observed increase in morbidity and mortality rate in the Nigerian health centres. This aim of this paper is to critically analyse the impact of employees' empowerment on the perceived quality of service delivery in the context of the Nigerian healthcare institutions.

scholarly journals Service Level Agreement Violation Preventive Task Scheduling for Quality of Service Delivery in Cloud Computing Environment

2020 ◽  
Vol 178 ◽  
pp. 375-385
Author(s):  
Ismail Zahraddeen Yakubu ◽  
Zainab Aliyu Musa ◽  
Lele Muhammed ◽  
Badamasi Ja’afaru ◽  
Fatima Shittu ◽  
...  
Keyword(s):  
Cloud Computing ◽  
Quality Of Service ◽  
Service Delivery ◽  
Task Scheduling ◽  
Service Level Agreement ◽  
Service Level ◽  
Computing Environment ◽  
Cloud Computing Environment

A Trust Based Secure and Privacy Aware Framework for Efficient Taxi and Car Sharing System

2018 ◽  
Vol 2 (1) ◽  
pp. 34-47 ◽  
Author(s):  
Oladayo Olakanmi ◽  
Sekoni Oluwaseun
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Private Information ◽  
Autonomous Vehicles ◽  
Trust Model ◽  
Security And Privacy ◽  
Car Sharing ◽  
Perfect Model ◽  
Taxi Service

This article describes how taxi service is an essential means of mobility in many cities. Recent findings show that average automobile owners utilize their vehicles for only 5% of its time in a day. Therefore, the advent of autonomous vehicles and car sharing will make it possible for owners to engage their vehicles as taxis when not in use by utilizing its 95% free time for income generation. Sensitive private information is required to be released during a taxi service delivery, which may bring certain security and privacy issues and challenges. This may hinder the prospect of using autonomous vehicles as a form of taxi. As a result of these, the authors propose a secure and privacy-preserving taxi service framework for car sharing, which ensures protection of car owner and passengers personal details, e.g. identity, location, destination, etc. The authors developed a decay-based trust model for a framework in order to monitor and improve the quality of service rendered to passengers by vehicles. The decay-based trust model was simulated on the framework. The simulation of the decay-based trust model shows that it is a perfect model for rewarding vehicles which render good quality of service and blacklisting vehicles with frequent poor service delivery.

Performance Evaluation of Transport Protocol in Data Distribution Service Middleware

2014 ◽  
Vol 926-930 ◽  
pp. 1984-1987
Author(s):  
Peng Wei Li ◽  
Hong Li Zhao ◽  
Hai Tao Yang ◽  
Shu Sun
Keyword(s):  
Quality Of Service ◽  
Performance Evaluation ◽  
Real Time ◽  
Data Dissemination ◽  
Data Distribution ◽  
Transport Protocol ◽  
Latency Jitter ◽  
The Common ◽  
Data Distribution Service

The DDS middleware provides powerful support for data dissemination in the distributed real-time and embedded (DRE) systems, and supports multiple transport protocol (e.g. TCP, UDP and Multicast) that affect the end-to-end quality of service (QoS) properties (e.g. latency, jitter and reliability).In order to evaluate the performance of the transport protocol and then evaluate the affection on the DDS middleware QoS, this paper first briefly compares the common DDS implementations, and then presents performance evaluation and analysis of the transport protocol in OpenDDS with different environment configurations, at last presents the conclusion.

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