Toward Quality Measurement Approaches for Improving E-Government Services in Jordan

2014 ◽  
pp. 82-98 ◽  
Author(s):  
Salah Alhyari ◽  
Mohammad Alhyari
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Information And Communication Technologies ◽  
User Satisfaction ◽  
Six Sigma ◽  
Quality Measurement ◽  
Government Services ◽  
Success Stories ◽  
Improved Performance

Recent research studies reveal that approaches are required in improving the quality of e-government services for ensuring success and improved performance that would result in user satisfaction. This chapter investigates combining lean six sigma applications and SERVQAUL approaches to improve quality of electronic services (e-services). While six sigma applications in the service sector have many success stories in quality improvement programs, there are a lack of studies conducted on its application in information and communication technologies such as e-services. This chapter addresses this gap in literature and benefits future studies in applying six sigma for quality improvement of various electronic projects that are gaining huge investments from develop countries and organizations. This chapter presents e-service dimensions (reliability, responsiveness, ease of use, personalization, Website design); in addition, it considers security as a very important dimension for e-service quality and identifies level of quality service provided by e-government in a developing country, such as Jordan. The results show that the quality measurement approach used improves e-service quality and increases user satisfaction.

Toward Quality Measurement Approaches for Improving E-Government Services in Jordan

2016 ◽  
pp. 2182-2196
Author(s):  
Salah Alhyari ◽  
Mohammad Alhyari
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Information And Communication Technologies ◽  
User Satisfaction ◽  
Six Sigma ◽  
Quality Measurement ◽  
Government Services ◽  
Success Stories ◽  
Improved Performance

Recent research studies reveal that approaches are required in improving the quality of e-government services for ensuring success and improved performance that would result in user satisfaction. This chapter investigates combining lean six sigma applications and SERVQAUL approaches to improve quality of electronic services (e-services). While six sigma applications in the service sector have many success stories in quality improvement programs, there are a lack of studies conducted on its application in information and communication technologies such as e-services. This chapter addresses this gap in literature and benefits future studies in applying six sigma for quality improvement of various electronic projects that are gaining huge investments from develop countries and organizations. This chapter presents e-service dimensions (reliability, responsiveness, ease of use, personalization, Website design); in addition, it considers security as a very important dimension for e-service quality and identifies level of quality service provided by e-government in a developing country, such as Jordan. The results show that the quality measurement approach used improves e-service quality and increases user satisfaction.

scholarly journals Implementasi Lean Six Sigma Dalam Penentuan Prioritas Perbaikan Kualitas Pelayanan Padarumah Sakit Di Kabupaten Lumajang

2018 ◽  
Vol 7 (2) ◽  
pp. 97-107
Author(s):  
Mohammad Ato’illah
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Hospital Services ◽  
Validity And Reliability ◽  
Services Research ◽  
Analysis Technique ◽  
Six Sigma Approach

ABSTRACT. The study aims to determine  the priority  of quality improvement of hospital  service based  on perception,  expectations  and importance  of customers  by using lean six sigma approach. The results of the study are  expected to contribute  to hospital  management  in providing  the best service  for the community. This research  determines  the priority  of service  quality  improvement of hospital  based  on service  quality dimension consisting of (1) tangible,  (2) reliability,  (3) reponsiveness,  (4) assurance and (5) emphaty. This study is a qualitative  descriptive research  intended to analyze the responses of respondents  on the quality of hospital services based on perception,  expectations  and importance  will be used to determine the priority of improving the quality of hospital services. Research  respondents  were 240 service users in four hospitals in Lumajang  district.  Data  analysis  technique  using  lean  six sigma  approach by first  testing  the  research instrument  with validity and  reliability  test. The results  of the study there  are  differences  in the order  of priority of service quality improvement at four hospitals. Priority  improvement in dr Haryoto hospital is the ability and dexterity in dealing with patient complaints, at the Bhayangkara hospital is the timeliness of open counter service, at Wijaya Kusuma hospital is completeness of examination equipment, and Islam hospital is the ability of the officer to explain thhe results of the examination.

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.

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 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.

Development and Implementation of E-Government Services in Turkey

2011 ◽  
pp. 469-490
Author(s):  
Asim Balci ◽  
Erhan Kumas ◽  
Tunç D. Medeni
Keyword(s):  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Content Management ◽  
Theoretical Background ◽  
Government Services ◽  
Government Institutions ◽  
Effective Manner ◽  
Information And Communication ◽  
The Relationship

Development and extensive use of information and communication technologies has led to important implications for public sectors throughout the world. As a result, in governmental services, citizens have been enjoying better quality services, in an efficient and effective manner. e-government, however, is more related to “government” rather than the “e” as the technical and technological one. The challenge is to use technologies to improve the capacities of government institutions, while improving the quality of life of citizens by redefining the relationship between citizens and their government. Accordingly, this chapter focuses on e-government applications highlighted to reach a more citizen centric e-government in Turkey. Especially, two concepts of e-government, content management system and measuring citizens’ satisfaction from e-services are underlined. Therefore, after giving a theoretical background first on e-government, content management and then measuring e-services satisfaction, new developments towards these concepts are accounted.

Quality Approaches for Performance Measurement in Jordanian E-Government Services

2015 ◽  
pp. 1356-1374
Author(s):  
Sitalakshmi Venkatraman ◽  
Mamoun Alazab
Keyword(s):  
Information And Communication Technologies ◽  
Balanced Scorecard ◽  
Six Sigma ◽  
Service Sector ◽  
Communication Technologies ◽  
Performance Measurements ◽  
Government Services ◽  
Government Sector ◽  
Information And Communication ◽  
Industry Sectors

Improving the efficiency, effectiveness, and quality of public services has become a growing concern for many governments across the world, and more so with recent popularity of online services, widely referred as e-government services. The application of quality approaches for measuring and improving e-government services has been the subject of much research within the academic world over the last two decades. This chapter discusses the use of key quality approaches to improve services in Jordan's e-government initiatives. As more and more developing countries are adopting e-services as a means of providing quality services to their community and people through the Web, the necessary benchmarking plays an important role. Many traditional quality benchmarking performance measurements have proved futile in improving e-government services due to their quantitative focus. Though qualitative frameworks and measurement approaches such as Six Sigma and Balanced Scorecard have found their success in certain industry sectors, their relevance in the service sector has drawn attention only recently. While some studies have employed such approaches for evaluating projects in information and communication technologies, literature lacks investigations in the e-government sector. To fill this gap, this chapter investigates the application of Six Sigma and Balanced Scorecard approaches to improve quality in Jordanian e-government services.

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.

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