Evaluating the Dimensions of Web-Based Software System Service Quality

2010 ◽  
pp. 94-112
Author(s):  
Ülkü Sisik ◽  
Leyla Özer ◽  
Muhammet Mustafa Cerit
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Software System ◽  
Web Based ◽  
Related Literature ◽  
System Service ◽  
Study Results ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The purpose of this study is to evaluate Web-based service quality. First related literature is reviewed and then a survey is conducted to measure Web-based service quality which is provided by a Turkish firm. Study results have indicated six Web-based service quality dimensions; information quality, responsiveness, Web assistance, tangibles, empathy, and call-back. Average values of information quality and responsiveness dimensions are highest indicating that these are valued highly by respondents in determining the software firm’s service quality. Also, average values of all dimensions being greater than 3, indicates that respondents evaluated service quality as good. Dimensions do not predict overall service quality, indicating that respondents independently evaluate each dimension and the overall service quality. Overall service quality and dimensions are found as distinct constructs and overall quality affected user satisfaction.

scholarly journals Service Quality Dimensions Influencing Online Buying Satisfaction Level of Customers in the Kathmandu Valley

2019 ◽  
Vol 4 (2) ◽  
pp. 70-80
Author(s):  
Raunak Bohra ◽  
Puja Tamang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Relationship ◽  
Information Quality ◽  
Data Gathering ◽  
Kathmandu Valley ◽  
Satisfaction Level ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Online Buying

This paper examines the factors influencing customer’s online shopping buying satisfaction level inside the Kathmandu Valley. It establishes a relationship between service quality dimensions with customer satisfaction in Nepalese online buying through correlation analysis. Seven service quality dimensions were selected for this research. They are information quality, usability, reliability, responsiveness, assurance, transaction security and personalisation. Data gathering was carried out developing a structured questionnaire which was distributed both through online and printed form using a convenience sampling method. The study has analysed the responses of 160 online shoppers (aged above 18 years) residing in the. The study confirms the absence of significant relationship between website usability and responsiveness while shows a positively significant relationship between other service quality (SERVQUAL) dimensions taken for this research. The proposed model in this study helps to ascertain the factors that influence online buying satisfaction level. Further, study concludes that while shopping online, websites with good layout and interaction helps promote customer satisfaction. Similarly, website reliability such as timely delivery of products, being truthful about its offerings, and fast delivery are considered as important elements for customer satisfaction.

Service Quality and Customer Loyalty

2013 ◽  
Vol 3 (2) ◽  
pp. 1-19
Author(s):  
Albert Chong Yan Vun ◽  
Amran Harun ◽  
Jaratin Lily ◽  
Charlie Albert Lasuin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Hierarchical Regression ◽  
Future Research ◽  
Study Results ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Survey Strategy

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.

scholarly journals THE IMPACT OF SERVICE QUALITY ON USER SATISFACTION: A CASE STUDY OF SELECTED PUBLIC LIBRARIES IN BANGLADESH

2021 ◽  
pp. 309-316
Author(s):  
Md. Amanullah ◽  
Mahamudul Hasan ◽  
Md.Hafez
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Public Libraries ◽  
Public Library ◽  
Primary Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Public Library Management ◽  
The Impact ◽  
Library User

The objective of the study is to examine the impact of service quality dimensions on user satisfaction of the public library in Bangladesh. A structured questionnaire had been developed and distributed among 150 respondents who are taking public library services from Barisal and Patuakhali district. Random sampling method was applied to collect primary data. Several hypotheses have been extracted from the conceptual framework and are tested using multiple regression analysis. Findings of the study showed that service quality dimensions have a certain degree of relationship with public library user satisfaction. It is also shown that tangibles are the most dominant predictors among four (4) significant predictors which mostly lead to public library user satisfaction. Besides, results also show empathy, and the assurance dimension plays a significant role in user satisfaction. Therefore, these findings will beneficial for those who are solely responsible for public library management and can get an idea to improve the overall service quality of public libraries to provide a high degree of satisfaction. KEYWORDS: SERVQUAL, Tangibles, Responsiveness, Reliability, Assurance, Empathy, Satisfaction

scholarly journals Factors Affecting Collaboration Portal Effectiveness of the Audit Board of Indonesia

2021 ◽  
Vol 5 (4) ◽  
pp. 137
Author(s):  
Afrialdi Syahputra ◽  
Paulus Insap Santosa ◽  
Rudy Hartanto
Keyword(s):  
Service Quality ◽  
Job Performance ◽  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
System Quality ◽  
Study Results ◽  
Collaboration Quality ◽  
Facilitating Conditions

The Audit Board of the Republic of Indonesia is known as Badan Pemeriksa Keuangan (BPK). In carrying out its duties and functions, it empowers and relies on information technology (IT) infrastructure that covers all aspects, including planning, procurement, service provision, information asset security, service continuity, and evaluation. BPK implements a collaboration portal to meet service needs and teamwork during the audit process, ad-hoc committees, and leader instructions to follow BPK’s strategic plan. BPK needs to assess the effect of the collaboration portal in supporting employee performance and improving IT services. As a result, this study aims to investigate the factors that influence the effectiveness of the BPK collaboration portal. This study used Delone and McLean model of information system success by looking at the relationship of system quality, information quality, service quality, facilitating conditions, and collaboration quality to user satisfaction and individual job performance. The research method used a quantitative approach with partial least squares-structural equation modeling (PLS-SEM). The sample data was collected from 60 respondents at BPK. The data obtained from the respondents were processed using the SmartPLS application. The study results show that information quality, facilitating conditions, and collaboration quality positively and significantly affect user satisfaction. There is a positive and significant influence of user satisfaction on individual job performance. In addition, system quality and service quality do not significantly influence user satisfaction with collaboration portal services.

scholarly journals University Service Quality

2020 ◽  
Vol 1 (3) ◽  
pp. 135-146
Author(s):  
Mahamudul Hasan ◽  
Md. Zakir Hosen
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Public Universities ◽  
Educational Institutions ◽  
Student Loyalty ◽  
University Reputation ◽  
Study Results ◽  
Education Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performance on service quality dimensions of selected public universities is not satisfactory. The study results have shown that Teaching, Support services, Library and lab facilities, and internationalization significantly influence student satisfaction except for Administrative service and Hostel facilities. Teaching, Administrative Services, Library and lab facilities, and internationalization significantly influence student Loyalty. The mediating analysis has shown that student satisfaction partially mediates between service quality and student loyalty. The study results have also indicated that university reputation and external prestige partially mediate between service quality and student satisfaction and loyalty. The previous studies which measure service quality of Bangladeshi higher educational institutions have applied the SERVQUAL model, which is not suitable for an educational institution. However, this study has applied a higher education service quality model uniquely developed to measure higher educational institutions' service quality.

Ranking Mobile Wallet Service Providers Using Fuzzy Multi-Criteria Decision-Making Approach

2021 ◽  
Vol 17 (4) ◽  
pp. 19-39
Author(s):  
Ashwarya Kapoor ◽  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Service Providers ◽  
Fuzzy Topsis ◽  
Extensive Literature ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
Key Dimensions ◽  
Topsis Technique

The aim of this paper is to identify key dimensions of mobile wallet (m-wallet) service quality and to prioritize mobile wallet service providers on the basis of these dimensions. Based on extensive literature review and discussion with an expert, six key dimensions of m-wallet service quality, namely convenience, reliability and security, responsiveness, aesthetics, accessibility, and information quality/content, are proposed in this paper. Fuzzy TOPSIS approach is proposed to evaluate and rank mobile wallet alternatives. Four major mobile wallet players from the Indian market are prioritized on the basis of six key service quality dimensions. Examination of the literature indicates that this study is among the first attempts to identify m-wallet service quality dimensions as well as to prioritize mobile wallet alternatives using fuzzy TOPSIS. The findings will be valuable to academicians and practitioners alike. The key dimensions proposed in the paper will enlighten m-wallet service providers about the aspects of services to be focused on. Moreover, the fuzzy TOPSIS technique discussed in this paper will help m-wallet companies to compare them with their competitors. This will help managers to develop strategies to improve their services. On the academic front, the study will extend the knowledge base in the field of self-service technologies.

scholarly journals A Study on E-service Quality Dimensions for Online Travel Agencies

2018 ◽  
Vol 228 ◽  
pp. 05011
Author(s):  
Yuxin Li
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Ease Of Use ◽  
Travel Agencies ◽  
Managerial Implications ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Online Travel ◽  
Interactive Service ◽  
Online Travel Agencies

With increasingly intense competition among online travel agencies, e-service quality has received widespread attention as a fundamental determinant for OTAs to stand out. This study takes a careful look into the underlying dimensions of e-service quality by using quantitative data collection method. Four core dimensions, namely Interactive Service Quality, Ease of Use, Information Quality, as well as Visual Appeal are identified as a result of factor analysis. In addition, important managerial implications with regard to this finding are discussed.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Sign in / Sign up

Export Citation Format

Share Document