The Role of Customer-Task Fit Between Service Interaction and Value Co-Creation

As a new value creation phenomenon, value co-creation has been widely concerned by academia and industry. Companies begin to invest significant resources and build information exchange platform to interact with customers in order to gain competitive advantage. However, prior research has ignored the underlying mechanism by which service interaction might improve value co-creation. Based on the person-environment fit theory, an attempt is made to investigate the intervening role of customer-task fit, which include demand-ability fit and needs-supply fit to explain the above linkage. With 509 customer questionnaires collected from China, the results showed that service interaction has both direct and indirect effect on value co-creation, and needs-supply fit partially mediate the relationship of service interaction and value co-creation. In addition, results supported the serial mediation model where service interaction was found to exercise its influence on value co-creation via demand-ability fit and needs-supply fit in a sequential manner.

The Role of Customer-task Fit between Service Interaction and Value Co-Creation：Evidence from China

As a new value creation phenomenon, value co-creation has been widely concerned by academia and industry. Companies begin to invest significant resources and build information exchange platform to interact with customers in order to gain competitive advantage. However, prior research has ignored the underlying mechanism by which service interaction might improve value co-creation. Based on the person-environment fit theory, an attempt is made to investigate the intervening role of customer-task fit, which include demand-ability fit and needs-supply fit to explain the above linkage. With 509 customer questionnaires collected from China, the results showed that service interaction has both direct and indirect effect on value co-creation, and needs-supply fit partially mediate the relationship of service interaction and value co-creation. In addition, results supported the serial mediation model where service interaction was found to exercise its influence on value co-creation via demand-ability fit and needs-supply fit in a sequential manner.

ORGANIZATIONAL (CORPORATE) CULTURE AS A FACTOR OF OFFICIAL INTERACTION IN THE MILITARY AND PROFESSIONAL ENVIRONMENT

Introduction. The professional activity of servicemen is a special kind, where the coordination of their actions is important for the performance of the task, the preservation of life. This is the kind of professional activity in which mistakes of mutual understanding, inconsistency of actions are very expensive. Therefore, it is expedient and promising to focus on the peculiarities of the formation and functioning of service interaction in the military-professional environment under the influence of its existing organizational culture. Purpose. The study is driven by a desire to focus on defining organizational (corporate) culture as a factor in the existence of a military unit in general and on service interaction in the interests of the ability to perform military service tasks. Methods. To achieve the goal of the study, the following methodological tools were selected: Parametric sociometry, for which a questionnaire was developed. To assess the socio-psychological characteristics of military unit a relatively new method for research in military psychology and very well known in organizational psychology (management psychologists), namely the method of diagnosing organizational culture K. Cameron and R. Quinn OSAI (Organization Culture Assessment Instrument) was used. A survey was also conducted on the level of readiness for service of each serviceman and the intensity of service. Results. The application of these methods in the empirical study made it possible to obtain information of an empirical nature, which was processed by applying factor analysis by the method of "principal component analysis" in the software SPSS - 20. Conclusion. Service interaction of servicemen in the performance of their combat missions is extremely necessary not only to achieve appropriate results, but also to save lives. It is not common enough in the vast majority of situations. Organizational and psychological features of the formation of service interaction in the performance of military service tasks are strong formal leadership, a sufficient level of complexity, as well as the intensity of service tasks, through which servicemen are more focused on each other and, thus, more focused on better service tasks.

Analisa Kualitas Layanan Website PT. Masusskita United Menggunakan Metode Webqual

Abstrak - PT MASUSSKITA UNITED adalah sebuah perusahaan yang bergerak dibidang Heavy Duty Industry. Peningkatan informasi melalui pemanfaatan website selaras perkembangan teknologi saat ini. Website perusahaan yang telah diimplementasikan menjadi pendorong dalam upaya meningkatkan informasi produk, namun seiring perkembangan kebutuhan perusahaan yang bertambah, dibutuhkan analisa untuk mengukur kualitas layanan website yang diharapkan mampu mendongkrak pelayanan dan penjualan secara maksimal kepada pengunjung website. Metode webqual digunakan untuk mengukur kualitas layanan website yang berdomain www.masusskita.co.id dengan menggunakan metode Webqual, dan penelitian ini bertujuan untuk mengetahui kualitas kepuasan layanan website PT Masusskita United. Metode pengumpulan data menggunakan kuesioner dan memperoleh 161 responden. Pengolahan data statistik menggunakan SmartPLS 3.0. Hasil dari uji hipotesis yang menunjukan bahwa dari 5 hipotesis hanya 4 yang memiliki pengaruh yang signifikan dan 1 tidak signifikan. Secara bersama-sama Variable Usability, User Interface, Service Interaction berpengaruh terhadap variabel E-Cutomer Satisfaction, dan Pengaruh positif dan adanya pengaruh signifikan Variabel E-Customer terhadap variabel E-Customer Loyalty. Namun pengaruh variable Information Quality tidak signifikan terhadap variable E-Customer Satisfaction.

Evaluasi Layanan dan Kualitas Website Sistem Informasi Pondok Pesantren Imam Bukhari Surakarta Menggunakan Metode Pengukuran Webqual 4,0

INTISARIPondok Pesantren Imam Bukhari Surakarta merupakan lembaga pendidikan berbasis agama Islam yang menerapkan pendidikan dengan sistem boarding school, dengan jumlah siswa mencapai 2500 siswa aktif. Dalam pengelolaannya saat ini pondok pesantren telah menerapkan penggunaan sistem informasi dalam kegiatan di lembaga pendidikannya, namun dalam penggunaan sistem informasinya belum dilakukan evaluasi layanan dan kualitas website. Oleh karena itu maka sangat diperlukan sebuah evaluasi layanan dan kualitas website untuk pengembangan dan penggunaan sistem informasi yang menjadikan pondok pesantren memiliki sistem informasi yang dapat diandalkan. Tujuan penelitian yaitu melakukan evaluasi layanan dan kualitas website sistem informasi pondok pesantren Imam Bukhari menggunakan metode WebQual 4.0 yang melakukan evaluasi pada variabel independen. Yaitu 3 area meliputi usability, information quality, dan service interaction quality. Hasil dari penelitian adalah rekomendasi berupa hipotesis dan rekomendasi tentang kepuasan pengguna yang merupakan variabel dependen dari penilaian pada standar nilai area variabel independent dan ukuran kualitas website sistem informasi yang diimplementasikan di Pondok Pesantren Imam Bukhari. Kata kunci— evaluasi layanan, kualitas website, sistem informasi, webqual 4,0 ABSTRACTImam Bukhari Islamic Boarding School Surakarta is an Islamic religious-based educational institution that implements boarding school education, with a total of 2500 active students. In its current management, Islamic boarding schools have implemented the use of information systems in activities at their educational institutions, but in the use of information systems there has not been an evaluation of the service and quality of the website. Therefore, it is very necessary to evaluate the service and quality of the website for the development and use of information systems that make Islamic boarding schools have reliable information systems. The research objective is to evaluate the service and quality of the Imam Bukhari Islamic boarding school information system website using the WebQual 4.0 method which evaluates the independent variables. Namely 3 areas include usability, information quality, and service interaction quality. The results of the study are recommendations in the form of hypotheses and recommendations about user satisfaction which is the dependent variable of the assessment on the standard value of the independent variable area and the size of the quality of the information system website implemented at the Imam Bukhari Islamic Boarding School. Kata kunci— Service evaluation, website quality, information system, webqual 4,0.

“I Can Live Without Banks, but Not Without Banking”

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism.

Analisis Kualitas Website Integrated Lab Journal Menggunakan Webqual Dan Importance Performance Analysis

Website Integrated Lab Journal merupakan salah satu website e-journal yang diterbitkan oleh Universitas Islam Negeri Sunan Kalijaga Yogyakarta sebagai media untuk makalah ilmiah tentang pendidikan laboratorium. Instrumen penelitian ini menggunakan metode webqual yang terdiri dari 3 variabel yaitu usability (kegunaan), information quality (kualitas informasi), dan service interaction quality (kualitas interaksi layanan) dan 23 indikator. Analisis Importance Performance Analysis (IPA) dalam penelitian ini mengidentifikasi indikator-indikator yang perlu dipertahankan atau diperbaiki berdasarkan persepsi dan harapan pengguna. Pengujian webqual melibatkan 100 orang akademisi dari berbagai universitas di Indonesia. Nilai kesenjangan paling tinggi terdapat pada variabel usability (kegunaan) yaitu u5 mengenai tampilan website yang menarik dengan nilai kesenjangan -0.830. Hasil analisis IPA menunjukan indikator yang memerlukan perbaikan yaitu u3, i4, i6, dan s3. Indikator-indikator tersebut berhubungan dengan kemudahan navigasi website, informasi yang relevan dan sesuai kebutuhan pengguna, informasi yang rinci dan lengkap, dan rasa aman ketika memberikan informasi pribadi. Indikator yang dinilai baik oleh pengguna terdapat dalam kuadran I, yaitu u1, u4, u7, u10, i1, i2, i5, s2, dan s6. Indikator-indikator tersebut berhubungan dengan kemudahan pengoperasian, kemudahan penggunaan, pelaksaan fungsi yang baik, pencarian yang efektif, keakuratan informasi, informasi dapat dipercaya, informasi mudah dimengerti, kepercayaan publikasi, dan keyakinan proses editorial. Kata kunci : E-journal, Integrated Lab Journal, Webqual, Importance Performance Analysis (IPA)

Webqual 4.0 untuk Meningkatkan Keterlibatan Pengusaha UMKM di Indonesia (Studi pada www.berrybenka.com sebagai Platform E-Commerce Produk lokal UMKM (Usaha Mikro Kecil Menengah)

Saat ini pola perilaku berbelanja masyarakat telah bergeser dari offline menuju online. Trend belanja online memicu kemunculan bisnis baru yang disebut dengan e-commerce. Di Indonesia mulai banayak e-commerce bermunculan, hal tersebut menyebabkan persaingan antar e-commerce semakin ketat. Oleh karena itu perlu adanya strategi komunikasi pemasaran untuk memenangkan persaingan antar e-commerce salah satunya ialah dengan menerapkan Webqual. Melalui penelitian ini, peneliti akan menemukan efektifitas Webqual terhadap keterlibatan konsumen. Secara akademis, penelitian ini dapat mengembangkan kajian ilmu komunikasi khususnya topik perubahan perilaku kognitif konsumen e-commerce di Indonesia dan menjadi dasar pengambilan keputusan bagi pembuat strategi komunikasi pemasaran dalam mempromosikan, mempertahankan dan meningkatkan kualitas dan kepuasan konsumen khususnya pada konsumen digital. Penelitian ini menggunakan skala diferensial semantik yang mengukur perasaan subjektif seseorang dengan menggunakan berbagai kata sifat karena orang biasanya mengomunikasikan evaluasi melalui kata sifat. Berdasarkan hal tersebut maka variable bebas dalam penelitian ini adalah dimensi Webqual 4.0 yang terdiri dari usability, information quality, dan service interaction quality. Berikutnya variable terikat dalam penelitian ini adalah keterlibatan konsumen. Metode yang digunakan dalam penelitian ini adalah kuantitatif eksplanatif, sedangkan teknik analisis yang digunakan adalah analisis linier sederhana. Hasil penelitian ini ditemukan hubungan yang signifikan antara Webqual dengan keterlibatan konsumen yaitu UMKM di Indonesia

Consumers on the Job: Contextualization Crafting in Expert Services

Tasked with a greater role in the coproduction of expert services, consumers often face an immense burden in coproducing service and well-being outcomes. While some prior research has explored customer work, we delineate unique aspects of expert services and articulate consumer efforts that transpire outside the dyadic service interaction. Through netnographic inquiry in a health care context, we find that coproduction efforts are job-like and require job crafting efforts. Upon this foundation, three major themes emerged: (1) consumers leverage their context expertise by adapting content expertise to their unique circumstances, (2) consumers develop and deploy strategies (hacks) through affordances in order to manage their coproduction jobs, and (3) consumers move through the expert service journey in a variety of ways that shift them toward or away from well-being outcomes. After assessing the transferability of our results by analyzing a second expert service context (financial services/debt management), we suggest implications for theory, practice, and future research.