Driving up the quality of service online. Excellent customer experience $the key to making e-commerce pay

2004 ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Experience

scholarly journals Customer-Oriented Quality of Service Management Method for the Future Intent-Based Networking

2020 ◽  
Vol 10 (22) ◽  
pp. 8223
Author(s):  
Mykola Beshley ◽  
Peter Veselý ◽  
Andrii Pryslupskyi ◽  
Halyna Beshley ◽  
Marian Kyryk ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Quality Of Experience ◽  
Service Management ◽  
Customer Experience ◽  
Telecommunication Networks ◽  
Service Quality Management ◽  
Management Method

The rapid development and spread of communication technologies is now becoming a global information revolution. Customers have a need for communication services, which could be flexibly configured in accordance with their Quality of Experience (QoE) requirements. Realizing the close connection between customer experience and profitability, the service provider has been placing more and more attention on customer experience and QoE. The traditional quality of service management method based on SLA (Service Level Agreement) is not sufficient as a means to provide QoE-related contracts between service providers and customers. The current SLA method is mostly limited and focused on technical aspects of QoS (Quality of Service). Furthermore, they do not follow on the network the principles and semantic approach to the QoS specification for a communication service using QoE parameters. In this paper, we propose a customer-oriented quality of service management method for future IBN (Intent-Based Networking). It is based on a new QoE metric on a scale from 1 to 5, which allows one to take into account the commercial value of e-services for customers. Based on this approach, the network configuration and functionality of network equipment automatically changes depending on customer requirements. To implement the new method of service quality management, an algorithm for routing data packets in the network was developed, taking into account the current load of the forecast path. The algorithm of billing system functioning in conditions of customer-oriented quality management in telecommunication networks has been created. To investigate the effectiveness of the proposed method of service quality management with the traditional SLA method, we developed a simulation network model with the implementation of two approaches. By conducting a simulation, it was determined that the proposed method gives an average gain of 2–5 times for the criterion of the number of customers who require high quality of experience of the service.

scholarly journals Mengelola Kualitas dalam Perusahaan Jasa

Media Wisata ◽  
2021 ◽  
Vol 5 (2) ◽  
Author(s):  
Prihatno
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Customer Experience ◽  
Strong Ties ◽  
Customer Expectation ◽  
Full Attention ◽  
Actual Service ◽  
Frame Work

In a Higly Competitive era, every company must give full attention to quality, becouse qualityhas a elose relationship with customer satisfaction and quality proviels an incentives to customer to establish strong ties with the company. In the long trem the company needs of understand the expectation and needs of customers to improve customer satisfaction, which the company shouldbe able to maximize the customer experience the fun and minimize the customer experience. One approach that can be used is to approach the quality of service that bluids on two mayor factor is customer perceotion of service received by actual service ecpected measurement of quality of service as very important for company, becouse it is useful to measure the gap between customer expectation and perception about the service provided by the company. Quality management frame work is considered important especially to assess and manage the quality of service.

Quality of Service for Cloud Computing

2014 ◽  
Vol 905 ◽  
pp. 683-686 ◽  
Author(s):  
Saleh Fadel S. Al-Shehri ◽  
Chun Lin Li
Keyword(s):  
Cloud Computing ◽  
Saudi Arabia ◽  
Quality Of Service ◽  
Information Systems ◽  
Practical Experience ◽  
Customer Experience ◽  
Emerging Technology ◽  
Domain Name System ◽  
Domain Name

Cloud Computing has recently been recognized as one of the most emerging technology. A considerable amount of research has been carried out to explore different areas in Cloud Computing. This paper focuses on the QoS and new trends in cloud computing based on extant information systems literature, industry reports, and practical experience reflections. Additionally, it highlights the significance of DNS (Domain Name System) cloud computing QoS (Quality of Service) and its implications for practitioner and academics. This paper aims also to create higher performance and reliability, ensuring no DNS-related outages that could lead to poor customer experience and churn. Latency can also be reduced by ensuring adequate capacity as close as possible to the user. It concludes by outlining the opportunities associated with the development of Cloud Computing. Additionally, this type of technology needs more development and improvement in Saudi Arabia.

scholarly journals The impact of CRM on QoE : An exploratory study from mobile phone industry in Morocco

2015 ◽  
Vol 5 (2) ◽  
Author(s):  
Amine Aziza ◽  
Mourad Oubrich ◽  
Klaus Solberg Søilen
Keyword(s):  
Quality Of Service ◽  
Mobile Phone ◽  
Quality Of Experience ◽  
Customer Experience ◽  
Marketing Strategies ◽  
Market Penetration ◽  
Technological Support ◽  
The Impact ◽  
The Relationship

Today’s mobile phone sector is marked by intensified competition and strong market penetration. In this environment, the carriers offer their customers a wide variety of services that are quite similar from one operator to another. These customers are always searching for a quality of experience (QoE). On one hand, operators interact with their customers through CRM practices inspired by their marketing strategies and rolled out through their procedures and technological support. On the other hand, the customers expect an extremely high quality of service (QoS) and subjectively perceive the utility and usability (Qp) of these mobile services. This paradox led us to study the impact of CRM on the customer experience (QoE) in the mobile phone industry, in this study with data from Morocco. Empirical data confirms existing theory, CRM determinants for QoE include quality of service, quality of interaction with customer, claims management and customer knowledge. However, we also found that practitioners are aware that organizations should look beyond the relationship to manage the customer experience. To this end we developed a model based on the first four CRM determinants and the findings in this study.

scholarly journals Customer Experience Monitoring: A Study of Zambian Banks

2020 ◽  
Vol 10 (2(V)) ◽  
pp. 1-17
Author(s):  
Martha Mumbi Simwanza ◽  
Olawumi Dele Awolusi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Positive Impact ◽  
Customer Experience ◽  
Total Satisfaction ◽  
Managerial Implications ◽  
Simple Regression Analysis

The fast growing level of competitiveness and fundamental amendments in the world of business especially in the banking sector nowadays are pushing firms and for that matter banks to implement a customer-based strategy, which proves the importance of customer experience monitoring constructs such as customer experience and satisfaction, quality of service, and customer loyalty in explaining a bank’s performance. Consequently, this study seeks to develop and empirically test customer experience monitory and evaluation and also to study the influences of service quality, customer satisfaction, and customer loyalty in the Zambian banking industry. A survey was conducted with banking customers on many validated questions, based on which we got 107 valid responses. The data was processed to produce the valuable results and Quantitative Data Analysis (QDA), via simple regression analysis and ANOVA. The findings and analysis of data shows that quality of service provided and customer satisfaction are important when monitoring the experience of customers based on the effects of quality of service and customer loyalty and there returns thereafter. Based on the data analyzed, the study concluded that customer experience has positive impact on customer loyalty and banks must ensure that their customer walk out with good experience by monitoring this periodically to adapt or adjust to current trends. The study also observed a significant relationship between customer satisfaction and customer loyalty. The theoretical and managerial implications of the study confirmed the theoretical framework. Consequently, the following recommendations were contrived: staffs of financial institutions should create a friendly environment with their customers. The Bank’s environment should be conducive, attractive, decent and enabling enough to psychologically assure their customer of the best of service. Also, there should be a routine high quality of service delivered to customers and their views sorted routinely. This may help boost and also add to the value of experience of customers, thus their total satisfaction on the Bank’s service.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

PENGARUH KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP SIKAP DALAM PENGGUNAAN SISTEM APLIKASI DENGAN KEMUDAHAN PENGGUNAAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI ONLINE (GOJEK) DI YOGYAKARTA

2019 ◽  
Vol 27 (2) ◽  
pp. 119-133
Author(s):  
Putri Aprilia Isnaini ◽  
Ida Bagus Nyoman Udayana
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Information Quality ◽  
Sampling Technique ◽  
Ease Of Use ◽  
Quality Of Services ◽  
Quality Of Information ◽  
Transportation Services ◽  
Application Systems

This writing is done to determine the effect of information quality and service quality on attitudes in the use of application systems with the ease of use of the system as an intervining variable in online transportation services (gojek) in Yogyakarta. The sample in this study is customers who use online motorcycle transportation services in Yogyakarta. The sampling technique uses accidental sampling technique. Data collection is done by distributing online questionnaires through the Goegle form and distributed with social media such as WhatsApp and Instagram on a 1-4 scale to measure 4 indicators. The results of this study show 1) the quality of information affects the ease of use, 2) the quality of service affects the ease of use, 3) the quality of information influences attitudes in use, 4) the quality of services does not affect attitudes in use, and 5) ease of use attitude in use.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Model Arsitektur Monitoring Obat melalui Pendekatan Togaf Adm dan Cloud Database

2018 ◽  
Vol 7 (2) ◽  
pp. 155
Author(s):  
Guntoro Barovih ◽  
Salimin Salimin
Keyword(s):  
Quality Of Service ◽  
Cloud Database ◽  
Model Database

Maraknya peredaran obat ilegal membuat resah pemerintah dan masyarakat. Perlu adanya payung hukum untuk memberantas peredaran obat ilegal ini. Selain payung hukum yang kuat diperlukan juga mekanisme pengawasan pengawasan obat yang baik. Penelitian ini memcoba menciptakan suatu sistem pengawasan obat yang menghubungkan setiap stackholder farmasi mulai dari industri farmasi hingga instalasi sediaan farmasi dan terintegrasi pada dua instansi pemerintah yaitu DinKes dan BPOM selaku badan pengawasan melalui infrastruktur Cloud. Sistem yang dibangun menggunakan metode Togaf ADM dengan melibatkan 4 tahapan didalamnya. Untuk menjamin apakah sistem yang dibangun memiliki konsistensi yang baik maka dilakukan pengujian performa server dengan menggunakan parameter Quality of Service. Hasil dari penelitian ini menjabarkan bentuk model database yang bisa digunakan di platform aplikasi yang berbeda serta hasil pengujian performa yang didapatkan nilai dari parameter yang digunakan memenuhi standar tiphon dengan kategori sangat baik, sehingga konsistensi data yang tersimpan akan bernilai positif atau konsistensi data bisa terjamin.

Sign in / Sign up

Export Citation Format

Share Document