scholarly journals A value perspective of service interaction quality: the case of immigrants returning to native countries as medical tourists

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Pham Ngoc Thuy ◽  
Le Nguyen Hau ◽  
Nguyen Kim Ngoc Duyen
Keyword(s):  
Interaction Quality ◽  
A Value ◽  
Service Interaction

scholarly journals Evaluasi Kualitas Layanan Website Alumni Menggunakan Metode Webqual 4.0

2019 ◽  
Vol 5 (2) ◽  
pp. 105
Author(s):  
Anisa Yulandari ◽  
Wing Wahyu Winarno ◽  
Asro Nasiri
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
Information Quality ◽  
Three Dimensions ◽  
Job Seekers ◽  
End User ◽  
Interaction Quality ◽  
Service Interaction

Website Portal Alumni Amikom Yogyakarta yang dapat diakses pada alamat domain alumni.amikom.ac.id merupakan bagian dari Universitas Amikom Yogyakarta yang berfungsi sebagai sarana berbagi informasi sekaligus bertindak sebagai penghubung antara perusahaan pencari tenaga kerja dan para pencari kerja khususnya alumni Universitas Amikom Yogyakarta. Selama ini website alumni sudah berjalan belum dilakukan evaluasi terhadap kualitas layanan website yang didasarkan pada persepsi pengguna akhir sebagai umpan balik kepada pengelola website sehingga pengelola dapat mengetahui sejauh mana kepuasan pengguna dan kualitas layanan yang sudah diberikan. Tujuan dari penelitian ini yaitu untuk mengetahui kualitas layanan website alumni menggunakan tiga dimensi yang ada pada metode Webqual 4.0. Tiga dimensi itu sendiri terdiri dari Kegunaan, Kualitas Informasi, dan Kualitas Interaksi Layanan. Pendistribusian kuisioner dilakukan terhadap 200 sampel responden. Kesimpulan dari penelitian ini adalah adanya pengaruh ketiga dimensi Webqual 4.0 terhadap kepuasan pengguna. Dimensi yang paling berpengaruh yaitu Kualitas Informasi dan Kualitas Interaksi Layanan. Hal ini berarti peningkatan dapat dilakukan pada indicator yang memiliki nilai rata-rata terendah. Peningkatan pada dimensi Kualitas Informasi dapat dilakukan perbaruan secara berkala sehingga informasi yang disajikan menjadi lebih relevan. Sedangkan untuk dimensi Kualitas Interaksi Layanan dapat dilakukan dengan meningkatkan pelayanan terhadap keluhan seputar website alumni.Kata Kunci — Kualitas Layanan, Website Alumni, Webqual 4.0The Alumni Amikom Yogyakarta Website which can be accessed at the domain address alumni.amikom.ac.id is part of the Amikom University of Yogyakarta which serves as a means of sharing information while acting as a liaison between the company and job seekers, especially alumni of Yogyakarta Amikom University. So far, the alumni website has been running, yet an evaluation of the quality of website services has been carried out based on the perception of the end user as feedback to the website manager so that the manager can find out how far the user satisfaction is and the quality of the service provided. The purpose of this study is to determine the quality of the alumni website service using three dimensions that exist in the method of Webqual 4.0, there are Usability, Information Quality, and Service Interaction Quality. The conclusion of this study is the influence of the three dimensions of Webqual 4.0 on user satisfaction. The most influential dimensions are Information Quality and Service Interaction Quality. This means that an increase can be made on an indicator that has the lowest average valueKeywords— Quality of Service, Alumni Website, Webqual 4.0

scholarly journals 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)

2021 ◽  
Vol 4 (2) ◽  
pp. 80
Author(s):  
Wayan Weda Asmara Dewi ◽  
Nufian Susanti Febriani
Keyword(s):  
Information Quality ◽  
Interaction Quality ◽  
Service Interaction

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

A narrative review and meta-analysis of service interaction quality: new research directions and implications

2015 ◽  
Vol 29 (1) ◽  
pp. 3-14 ◽  
Author(s):  
Kumar Rakesh Ranjan ◽  
Praveen Sugathan ◽  
Alexander Rossmann
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
Multilevel Models ◽  
Meta Analysis ◽  
Narrative Review ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Interaction Quality ◽  
Service Interaction

Purpose – This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as attitude, behavior and expertise of a service provider (SP). Further, the individual and simultaneous effects of SIQ and its dimensions on important marketing outcomes are tested. Design/methodology/approach – The narrative review of extant research helps formulate a conceptual model of SIQ, which is investigated using the univariate and multivariate meta-analysis. Findings – There are interdependencies between drivers of SIQ that underlines the need to conceptualize service interaction as a dyadic phenomenon; use contemporary multilevel models, dyadic models, non-linear structural equation modeling and process studies; and study new and diverse services contexts. Meta-analysis illustrates the relative importance of the three drivers of SIQ and, in turn, their impact on consumer satisfaction and loyalty. Research limitations/implications – The meta-analysis is based on existing research, which, unfortunately, has not examined critical services or exigency situations where SIQ is of paramount importance. Future research will be tasked with diversifying to several important domains where SIQ is a critical aspect of perceived service quality. Practical implications – This study emphasizes that, although the expertise of an SP is important, firms would be surprised to learn that the attitude and behavior of their employees are equally important antecedents. In fact, there is a delicate balance that needs to be found; otherwise, attitudinal factors can have an overall counterproductive effect on consumer satisfaction. Originality/value – This paper provides an empirical synthesis of SIQ and opens up interesting areas for further research.

scholarly journals Pengukuran kualitas layanan website Universitas Tadulako menggunakan metode WebQual

2018 ◽  
Vol 4 (2) ◽  
pp. 125
Author(s):  
Suci Ramadhani Arifin
Keyword(s):  
Performance Analysis ◽  
Success Rate ◽  
Random Sampling ◽  
Services Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Interaction Quality ◽  
Quality Dimension ◽  
Service Interaction ◽  
User Expectations

Keberhasilan layanan website Universitas Tadulako sampai saat ini belum diketahui, karena belum pernah dilakukan pengukuran sejak diimplementasikan. Tingkat keberhasilan layanan website Universitas Tadulako dapat dilihat dari kesesuaian antara persepsi dan harapan pengguna website. Penelitian ini dilakukan dengan tujuan untuk mengetahui perbedaan antara persepsi aktual dan harapan ideal mahasiswa terhadap kualitas layanan website Universitas Tadulako yang diukur berdasarkan dimensi kualitas WebQual 4.0. Data dikumpulkan dengan menggunakan kuesioner dengan teknik Simple Random Sampling. Data kemudian dianalisis dengan menggunakan teknik Analisis Perbedaan (uji beda t) dan Importance Performance Analysis (IPA). Hasil penelitian membuktikan bahwa terdapat perbedaan (gap) antara persepsi aktual dan harapan ideal mahasiswa pada masing-masing dimensi kualitas website, di mana nilai persepsi lebih kecil dibandingkan dengan harapan mahasiswa. Gap paling kecil terletak pada dimensi kegunaan (usability) dengan tingkat kesesuaian sebesar 85% yang mengindikasikan bahwa layanan website Universitas Tadulako cukup berhasil pada kegunaan wesbite. Gap paling besar terletak pada dimensi kualitas interaksi layanan dengan tingkat kesesuaian sebesar 73,52% yang mengindikasikan bahwa layanan website Universitas Tadulako yang belum memenuhi harapan ideal mahasiswa, terutama dari kualitas interaksi layanan website. Hasil penelitian dapat menjadi acuan bagi pihak manajemen website untuk mengembangkan website yang lebih baik agar memenuhi harapan pengguna.    The success of Tadulako University website service is still unknown because it has never been measured since it was implemented. The success rate of Tadulako University website service can be seen from the fitness between the perception and expectations of website users. This research was conducted to find out thegap value between student’s actual perception and ideal expectations of Tadulako University website services quality which is measured by WebQual 4.0 dimensions. Data was collected using a questionnaire with simple random sampling technique. The collected data were analyzed using differences analysis and Importance Performance Analysis (IPA). The results showed that there are differences (gap) between student’s actual perception and ideal expectations at each of dimension of website quality, where the perception’s value is smaller than the expectations. The smallest gap lies in the usability dimension with a suitability level of 85% that indicates Tadulako University website services quality quite successful on usability. The biggest gap lies in the service interaction quality dimension with a suitability level of 73.52% that indicates Tadulako University website services quality has not met the student’s ideal expectations especially from service interaction quality. The results of the study can be a reference for the management of the website to develop a better website in order to meet user expectations.

scholarly journals PENGARUH KUALITAS WEBSITE DALAM LAYANAN E-KIOS TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN NGINDEN JANGKUNGAN SURABAYA

2018 ◽  
Vol 4 (1) ◽  
Author(s):  
Putu Ayu Ramadhani
Keyword(s):  
Information Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Survey Method ◽  
Statistical Data Analysis ◽  
Dominant Effect ◽  
Website Quality ◽  
Interaction Quality ◽  
Service Interaction ◽  
Research Population

This research aims to know the effect or relation between website quality and society satisfaction through hypothesis testing research is the website quality in the e-Kiosk service has a positive and significant effect on society satisfaction which formulation of the problem is whether simultaneously and partially the dimensions of variable website quality has a effect on society satisfaction and which of them are the most dominant effect on society satisfaction. The type of this research is correlation research with a quantitative approach through survey method of primary data in the form of a questionnaire. The indicators that used in this measurement is WebQual, include usability (X1), information quality (X2), and service interaction quality (X3) against the society satisfaction (Y) based on expectation satisfaction, experience satisfaction, and overall satisfaction. This research population totaled 7.854 peoples and research sample totaled 100 respondents with accidental sampling method. Based on research results, the regression equation is Y = - 0,474 + 0,089 X1 + 0,437 X2 + 0,012 X3. From the results of the statistical data analysis, indicators that used in this research are valid and reliable. The results of classical assumptions test is free from the problem of multikolonieritas, heteroskedastisitas, and normal distibution. Simultaneously, three variables are effect on society satisfaction. Partially, usability and informational quality has a positive and significant effect on society satisfaction, whereas service interaction quaity is has not a positive and significant effect on society satisfaction. Keywords: Website quality, usability, information quality, service interaction quality, society satisfaction.

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

Respati ◽  
2021 ◽  
Vol 16 (2) ◽  
pp. 46
Author(s):  
Mahmud Zunus Amirudin, Mahattu Jalinka, Nur Hamid Sutanto, Kusnawi
Keyword(s):  
Information System ◽  
Information Systems ◽  
User Satisfaction ◽  
Information Quality ◽  
Educational Institution ◽  
Boarding School ◽  
Boarding Schools ◽  
Interaction Quality ◽  
Service Interaction

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.

scholarly journals Pengukuran Mutu Aplikasi Web eRapor SMK dengan Metode Webqual (Studi Kasus: SMK Negeri 1 Pacitan)

Respati ◽  
2019 ◽  
Vol 14 (1) ◽  
Author(s):  
Hendri Winarto ◽  
Kusrini Kusrini ◽  
Armadyahah Amborowati
Keyword(s):  
Structural Equation Modeling ◽  
User Satisfaction ◽  
Web Application ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Interaction Quality ◽  
Service Interaction

INTISARIAplikasi web merupakan sebuah aplikasi yang menggunakan teknologi browser untuk menjalankan aplikasi dan diakses menggunakan jaringan komputer. eRapor SMK merupakan salah satu aplikasi web yang disediakan oleh Direktorat Pembinaan SMK (PSMK) Kemendikbud untuk membantu mulai dari pengolahan nilai hingga pencetakan rapor di Sekolah Menengah Kejuruan (SMK). Salah satu sekolah yang menggunakan aplikasi eRapor SMK yang dirilis oleh Direktorat PSMK adalah SMK Negeri 1 Pacitan, yang telah memanfaatkannya sejak akhir tahun 2016. Pihak SMK Negeri 1 Pacitan maupun Direktorat PSMK belum pernah melakukan pengukuran mutu aplikasi web eRapor SMK meskipun muncul keluhan dari beberapa pengguna, sehingga dirasa perlu untuk mengetahui faktor-faktor yang mempengaruhi kualitas aplikasi tersebut. Setelah dilakukan pembandingan dengan beberapa metode pengukuran kualitas aplikasi, maka diputuskan untuk menggunakan metode WebQual 4.0 untuk mengetahui variabel dari instrumen WebQual yang mempengaruhi kepuasan pelanggan (user satisfaction), dan indikator apa saja yang perlu dilakukan perbaikan pada aplikasi eRapor SMK, serta memberikan rekomendasi perbaikan secara teknis. Penelitian ini menggunakan teknik analisis data dengan Structural Equation Modeling (SEM), memanfaatkan alat bantu aplikasi SmartPLS 3.2.8 yang berbasis metode pemodelan Partial Least Squares (PLS). Berdasarkan hasil survei terhadap 102 responden didapatkan nilai R Square adjusted untuk variabel user satisfaction sebesar 0,722 yang mengindikasikan bahwa variabel user satisfaction dapat dijelaskan oleh variabel usability, information quality, dan service interaction quality sebesar 72.2%, sedangkan sisanya yaitu sebesar 27,8% dipengaruhi oleh variabel lain yang tidak terdapat pada penelitian ini. Hasil dari analisis data nilai outer loading tiap instrumen WebQual didapatkan 8 indikator WebQual 4.0 yang perlu dilakukan perbaikan.Kata kunci: mutu aplikasi web, eRapor SMK, WebQual 4.0, PLS-SEM, user satisfaction  ABSTRACTWeb application is an application that needs web browser technologies to run, and accessed through computer networks. eRapor SMK is a web application provided by Direktorat Pembinaan SMK (PSMK) Kemendikbud to aid the process of assessment processing to grade reports (rapor) printing in Vocational High Schools (Sekolah Menengah Kejuruan). SMK Negeri 1 Pacitan is among the schools already using eRapor SMK application released by Direktorat PSMK since late 2016. Neither SMK Negeri 1 Pacitan or Direktorat PSMK have conducted any quality assessment on eRapor SMK web application, even though complaints have emerged among users, thus it is felt needed to assess the factors influencing the quality of the application. After comparing among other methods to assess application quality, it is decided to use WebQual 4.0 method to find out which variables from WebQual 4.0 instruments are affecting user satisfaction, and which of the indicators need to be fixed on eRapor SMK web application, and also giving technical recommendations for improvements. This research is using Structural Equation Modeling (SEM) data analysis technique with the help of SmartPLS 3.2.8 application, which based on Partial Least Square (PLS) modeling method. According to a survey conducted to 102 respondents, resulting in  the R square adjusted value for user satisfaction of 0.722 indicating that user satisfaction variable can be explained by usability, information quality, and service interaction quality by 72.2%, while the rest 27.8% is influenced by other variables not stated in this research. Based on the analysis of the outer loading values of every WebQual instruments, resulting in 8 WebQual 4.0 that needs improvement..Keywords:  web application quality, eRapor SMK, WebQual 4.0, PLS-SEM, user satisfaction

scholarly journals PENGARUH KUALITAS WEBSITE DALAM LAYANAN E-KIOS TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN NGINDEN JANGKUNGAN SURABAYA

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Putu Ayu Ramadhani ◽  
Radjikan Radjikan ◽  
Zakariya Zakariya
Keyword(s):  
Information Technology ◽  
Information Quality ◽  
Public Services ◽  
Three Dimensions ◽  
Community Satisfaction ◽  
Literature Study ◽  
Website Quality ◽  
Interaction Quality ◽  
Service Interaction ◽  
Dominant Influence

In the current era of information technology, demanding effective and efficient public services along with the diverse needs and wants of everyone. The existence of public services e-Kiosk is one sign of the development of information technology with the aim to improve the quality of service. Thus the authors take the title of Website Quality Influence In e-Kiosk Service Against Satisfaction Society (Urban Nginden Jangkungan Surabaya) because there is still a public complaints over the e-Kiosk machine disorder that sometimes does not work properly. The purpose of this research is to know the effect of simultaneous and partial of website quality dimension that is usability (X1), information quality (X2), and service interaction quality (X3) with community satisfaction (Y) and which is the most dominant influence to public satisfaction. This research uses correlational research with quantitative approach of 100 respondents conducted by accidental sampling sampling technique in Nginden Jangkungan Urban Village and data collection technique through observation, questionnaire, and literature study. The results showed that simultaneously, the three dimensions of website quality affect the satisfaction of the community. Partially, usability and information quality have influence to public satisfaction, while service interaction quality does not have influence to the satisfaction of society and from third dimension of website quality, information quality dominant influence to public satisfaction. Key words: quality website, Usability, Information Quality, Service Interaction Quality, and community satisfaction

Evaluasi Kualitas Website STMIK Bina Bangsa Kendari Menggunakan Metode WebQual 4.0

SIMKOM ◽  
2019 ◽  
Vol 4 (2) ◽  
pp. 21-28
Author(s):  
Aris Susanto
Keyword(s):  
Information Quality ◽  
Quality Service ◽  
Interaction Quality ◽  
Service Interaction

Evaluasi website STMIK Bina Bangsa Kendari bertujuan untuk menguji kualitas website agar dapat mengetahui letak kekurangan website tersebut. Metode yang digunakan dalam pengujian yaitu WebQual 4.0 yang terbentuk 4 aspek pengujian yaitu Usability, Information Quality, Service Interaction Quality, dan Overall Impression. Pengujian dari 57 responden didapatkan hasil persentase per aspek yaitu dari hasil pengujian berdasarkan aspek Usability mendapatkan persentase sebesar 85,81%, aspek Information Quality mendapatkan persentase 81,25%, aspek Service Interaction Quality mendapatkan persentase 79,21%, dan Overall Impression mendapatkan persentase 84,91%. Hasil rerata dari keempat aspek tersebut didapat persentase sebesar 82,69%.

Analisis Kualitas Situs Web Batampos Menggunakan Metode WebQual 4.0

2018 ◽  
Vol 2 (2) ◽  
pp. 591-596
Author(s):  
Yodi Yodi
Keyword(s):  
User Satisfaction ◽  
Information Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Quality Data ◽  
Primary Data ◽  
User Perception ◽  
Daily Newspaper ◽  
Interaction Quality ◽  
Service Interaction

Batampos is the largest daily newspaper in riau islands spread from batam island, tanjung pinang, natuna even to singapore and malaysia. Along with the development of information technology and communications batampos also make a web site batampos newspaper to continue to provide convenience for its readers. The purpose of this research is to know how far the quality of Batampos website based on end user perception so that batampos site can increase the number of visitors and competition with similar website. This research method uses WebQual 4.0 that focuses on three main components namely usability, information quality and service interaction quality. Data collection method using primary data in the form of questionnaires distributed online amounted to 200 responden. Data analysis techniques using descriptive analysis with statistical calculations with multiple linear regression analysis using SPSS 22. Based on data processing can be seen that the user perception of Quality Usability, Information Quality, Service Interaction Quality independently have a positive and significant impact on user satisfaction  

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