scholarly journals SERVICE QUALITY MEASUREMENT IN INFORMATION SYSTEMS

2021 ◽  
Vol 29 (6) ◽  
pp. 0-0
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Predictive Power ◽  
Quality Measurement ◽  
Expectation Disconfirmation

Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

scholarly journals Service Quality Measurement in Information Systems

2021 ◽  
Vol 29 (6) ◽  
pp. 1-19
Author(s):  
Ankit Kesharwani ◽  
Venkatesh Mani ◽  
Jighyasu Gaur ◽  
Samuel Fosso Wamba ◽  
Sachin S. Kamble
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Predictive Power ◽  
Quality Measurement ◽  
Expectation Disconfirmation

Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

scholarly journals Analisis dan Perancangan Aplikasi Kepuasan Klien Berdasarkan Model Servqual (Studi Kasus: PT. Longvin Indonesia)

2019 ◽  
Vol 2 (2) ◽  
pp. 14
Author(s):  
Cecep Kurnia Sastradipraja ◽  
Aris Subagja ◽  
Dea Kris Sintiana Putri ◽  
Haerul Ramadan ◽  
Raziya Mutasim
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Data Processing ◽  
Programming Languages ◽  
System Analysis ◽  
System Modeling ◽  
Quality Measurement ◽  
Questionnaire Data ◽  
System Testing ◽  
Analysis System

This research aims to analyze and develop service quality information systems on client satisfaction at PT. Longvin. This is because of PT. Longvin in processing service evaluations, assessing and distributing questionnaires which were still carried out manually so that in general it allowed for limitations and shortcomings such as piling up of files, incomplete questionnaire data filling, slow data processing, and could result in inaccurate decisions.The process of developing information systems using the waterfall model includes requirements analysis, system analysis, system modeling through defining context diagrams, data flow diagrams and entity relationship diagram. At the implementation stage, the system is oriented to the web environment using the programming languages PHP and MySQL as database management. For the analysis of service quality measurement using the servqual model. In the system, testing is carried out using BlackBox testing, while end-user testing is based on the results of questionnaire data processing using the Likert scale model.Based on the observation that the system can display the results of service quality calculations quickly and depicted through detailed graphs, total tables, average tables, and automatic suggestions. The results of system testing on end users show that the application built is very good with a percentage of 82% giving an agreed assessment.

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

The Impacts of the Quality Dimensions of the ERP System on the Realization of the Fundamental Business Objectives and Perceived Usefulness

2018 ◽  
Vol 14 (4) ◽  
pp. 89-107
Author(s):  
Ashraf Ahmed Fadelelmoula
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Enterprise Resource Planning ◽  
Information Quality ◽  
Resource Planning ◽  
Perceived Usefulness ◽  
Information Systems Success ◽  
Business Objectives ◽  
Erp System ◽  
Quality Dimensions

This article empirically assesses the impacts of the quality dimensions of the enterprise resource planning (ERP) system on the realization of the fundamental business objectives of information systems and perceived usefulness. To assess these impacts, a theoretical model was developed based on the theory of information systems success. The model comprises the quality dimensions of the ERP system and their hypothesized relationships with the realization of the fundamental business objectives and perceived usefulness. To test the postulated relationships, a questionnaire was constructed based on a thorough survey of the information systems literature. The questionnaire was distributed to a sample of 300 end users of the ERP system in a public university in the Kingdom of Saudi Arabia (KSA). The collected data were tested using regression analysis. The findings reveal that information quality has the highest effect on the realization of business objectives, while service quality has the highest effect on the perceived usefulness. These findings indicate that the crucial aspects of both information quality and service quality should receive greater management attention in order to enhance the individual and organizational impacts of the ERP systems.

scholarly journals Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities

2017 ◽  
Vol 8 (4) ◽  
pp. 18 ◽  
Author(s):  
Stephen Banahene ◽  
Eric Ahudey ◽  
Abigail Asamoah
Keyword(s):  
Service Quality ◽  
Methodological Approach ◽  
Private Universities ◽  
Quality Measurement ◽  
Difference Scores ◽  
Quality Perception ◽  
Graphical View ◽  
Graphical Technique ◽  
The Difference ◽  
Quality Decision

The purpose of this research is to use an adapted SERVQUAL method to measure service quality in Ghanaian Private Universities. The study use graphical technique for data presentation.The methodological approach follows the traditional SERVQUAL method of service quality perception and expectation as well as the difference scores determination. This approach is intended to improve SERVQUAL method analysis to achieve quality decision making based on graphical view of different relationships among the concepts used in the method. The study is on 321 students’ perception and expectations of five different Private Universities in Ghana.The study finds that students’ perception on Private Universities’ performance predict their loyalty better than the expectations. Managerial action can be better taken on service quality variables when the difference scores are used as percentage on perception. However, different service quality measurement methods such as SERVPERF and HEdPERF should be used and compared the results with this modified SERVQUAL method in Ghanaian Private Universities.This research finding has the strength to equip marketing professionals and researchers to increase SERVQUAL method adoption among different academic institutions.The value in this study is found in highlighting the importance of difference scores and the graphical demonstration of relationships among service quality perception and expectation as well as loyalty constructs in Ghanaian Private Universities.

scholarly journals Service quality in higher education: Study of Turkish students in Malaysian universities

2014 ◽  
Vol 1 (3) ◽  
pp. 1-9 ◽  
Author(s):  
Amran Md Rasli ◽  
Mansoor Ahmed Bhatti ◽  
Nadhirah Norhalim ◽  
Tan Owee Kowang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Quality Measurement ◽  
Gap Model ◽  
Perceived Service Quality ◽  
Education Study ◽  
Stratified Sample ◽  
The Difference ◽  
Quality In Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

A Research on Tourism Service Quality Based on Information System

2012 ◽  
Vol 430-432 ◽  
pp. 2075-2078
Keyword(s):  
Information System ◽  
Service Quality ◽  
Information Science ◽  
Quality Measurement ◽  
Tourism Service ◽  
Measurement And Evaluation

Removed due to plagiarism Original has been published in Min Wei (2011) A Research on Tourism Service Quality: Measurement and Evaluation. Communications in Computer and Information Science, 2011, Volume 215, 298-304, DOI: 10.1007/978-3-642-23324-1_48.

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