Measuring Information System Service Quality: SERVQUAL from the Other Side

MIS Quarterly ◽  
2002 ◽  
Vol 26 (2) ◽  
pp. 145 ◽  
Author(s):  
James J. Jiang ◽  
Gary Klein ◽  
Christopher L. Carr
Keyword(s):  
Information System ◽  
Service Quality ◽  
The Other ◽  
System Service

scholarly journals Using SERVQUAL Model to Assess Hospital Information System Service Quality

2019 ◽  
Vol In Press (In Press) ◽  
Author(s):  
Mohamad Jebraeily ◽  
Bahlol Rahimi ◽  
Zahra Zare Fazlollahi ◽  
Hadi Lotfnezhad Afshar
Keyword(s):  
Information System ◽  
Service Quality ◽  
Hospital Information System ◽  
System Service

scholarly journals Pengaruh Sistem informasi manajemen pemasaran, kualitas pelayanan dan word of mouth terhadap capaian balanced scorecard serta dampaknya terhadap Kinerja perusahaan di Sunrise Mall Mojokerto

2018 ◽  
Vol 1 (2) ◽  
pp. 67-76
Author(s):  
Zenita Afifah Fitriyani
Keyword(s):  
Information System ◽  
Service Quality ◽  
Balanced Scorecard ◽  
Management Information System ◽  
Indirect Effect ◽  
Word Of Mouth ◽  
Marketing Management ◽  
Management Information ◽  
System Service ◽  
Dominant Influence

The purpose of this research is: To know the effect simultaneously, partially, most dominantly, indirectly Management information system marketing, service quality and word of mouth to achievement of balanced scorecard and its impact to company performance at Sunrise Mall Mojokerto. This research is explanatory research. the total population in this study only 21 people. In this study the authors use multiple linear regression analysis techniques with path analysis to determine the influence of direct / direct effect and indirect effect / indirect effect. From the research result can be concluded as follows: 1) There is influence simultaneously Marketing management information system, service quality, and Word of mouth to achievement of balanced scorecard. 2) There is partial influence Marketing management information system, service quality, and Word of mouth to the achievement of balanced scorecard. 3) Word of mouth has the most dominant influence on the achievement of balanced scorecard. 4) There is influence simultaneously Marketing management information system, service quality and word of mouth and achievement of balanced scorecard to Performance. 5) There is partial influence Marketing management information system, service quality and word of mouth and achievement of balanced scorecard to Performance. 6) Word of mouth has the most dominant influence on Performance. 7) Marketing management information systems, service quality, and Word of mouth indirectly affect Performance.

scholarly journals Hospital’s competitive advantage through service quality, information systems and Islamic work ethics

2019 ◽  
Vol 17 (2) ◽  
pp. 193-204 ◽  
Author(s):  
Yanneri Elfa Kiswara Rahmantya ◽  
Ubud Salim ◽  
Djumahir ◽  
Atim Djazuli
Keyword(s):  
Information System ◽  
Information Systems ◽  
Service Quality ◽  
Competitive Advantage ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Work Ethics ◽  
System Service

The aim of this study is to analyze and measure the factors that influence competitive advantage seen from the quality of services, Islamic work ethics and information systems. The population of this study was all patients of BPJS participants in hospitals in Kuningan, West Java. This study uses a proportional random sampling technique to determine the sample. The respondents of this study were 115 respondents. Analysis was carried out using Partial Least Square (PLS). Results of the study prove that Islamic work ethics are positive and significant to competitive advantage. Competitive advantage can also be influenced by the hospital information system. Service quality also has a positive and significant influence on competitive advantage. Islamic work ethics, information system and service quality is a factor that can build competitive advantage in hospitals in Kuningan.

scholarly journals Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method

2020 ◽  
Vol 11 (2) ◽  
pp. 278-290
Author(s):  
Syahtriatna Djusar ◽  
Muhamad Sadar ◽  
Elvira Asril
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
User Satisfaction ◽  
Sampling Technique ◽  
Point Of View ◽  
Purposive Sampling ◽  
Independent Variables ◽  
System Service

Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh  dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesuai kriteria. Dalam penelitian ini teknik sampling yang digunakan yaitu Nonprobability sampling dengan teknik purposive sampling dengan kriteria yang ditetapkan adalah mahasiswa aktif, pernah menggunakan Smart Unilak dan pernah berhubungan langsung dengan layanan PDPT Unilak. Hasil uji korelasi memperlihatkan hubungan positif serta  signifikan dari 5 (lima) variable bebas, yaitu variabel assurance, tangible, reliability, responsiveness, serta empathy dari  Kualitas Layanan Sistem Informasi SMART Unilak. Kontribusi variabel tangibles; reliabilitys; responsivenes; assurance, serta empathy untuk menambah Kualitas Layanan pada PDPT Unilak secara berurutan adalah sebesar 17.90%, 4.60%, 30.76%, 45.92%, -11.13%. Sesuai  perhitungan skor Service Quality, maka  diperoleh kesenjangan  atau Gap untuk masing-masing variabel bebas yiatu tangibl; reliability; responsiveness; assurance; dan empathy yang nilainya secara berurut adalah -0.8, -0.55, -0.69, -0.75, -0.59. Hasil penelitian menunjukkan masih kurang baiknya kualitas dari tangible; reliability;  responsiveness; assurance; dan empathy, serta tingkat kepuasan pengguna terhadap Kualitas Layanan Sistem Informasi SMART Unilak pada PDPT Unilak masih kurang puas.  Kata kunci: Kualitas Layanan, Smart Unilak, Servqual, Sistem Informasi   Abstract  The success of a service, seen from the point of view / user perception of the Information System. Users use their perceptions, to assess the overall quality of the information system. The purpose of this study was to determine the effect of Service Quality (servqual) dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Empathy, on Service Quality related to Student Satisfaction as Unilak SMART Users in Unilak PDPT services. Of the 981 students of Fasilkom, 64 students filled out the questionnaire according to the criteria. In this study, the sampling technique used was nonprobability sampling with purposive sampling technique with the criteria set were active students, had used Smart Unilak and had direct contact with PDPT Unilak services. The results of the correlation test show a positive and significant relationship from 5 (five) independent variables, namely the assurance, tangible, reliability, responsiveness, and empathy variables of the Unilak SMART Information System Service Quality. Contribution of the tangibles variable; reliabilitys; responsivenes; assurance, and empathy to increase Service Quality at PDPT Unilak were 17.90%, 4.60%, 30.76%, 45.92%, -11.13%, respectively. In accordance with the calculation of the Service Quality score, a gap is obtained for each of the independent variables, namely tangibl; reliability; responsiveness; assurance; and empathy whose values ​​are -0.8, -0.55, -0.69, -0.75, -0.59 respectively. The results showed that the quality of the tangible was not good enough; reliability; responsiveness; assurance; and empathy, and the level of user satisfaction with the Unilak SMART Information System Service Quality at PDPT Unilak is still not satisfied.  Keywords: Service of Quality, Smart Unilak, Servqual, Information Systems.

Rancang Bangun Sistem Informasi Zakat Infaq Shodaqoh Menggunakan Metodologi Extreme Programming

2018 ◽  
Vol 9 (1) ◽  
pp. 31-42
Author(s):  
Rysa Sahrial
Keyword(s):  
Information System ◽  
The Other ◽  
Extreme Programming ◽  
Limited Time ◽  
Limited Information ◽  
Research Information ◽  
Development Method ◽  
Know How ◽  
Five Factors ◽  
Research Information System

Poverty is one continuing social issue which is hard to solve. Dealing with this problem, Islam has already had the alternative solution that is tithe (Zakat). Zakat is implemented to decrease economy imbalanced appeared in the society. While in fact, not all the Moslem pay Zakat. There are five factors as the reason why Moslem didn’t do that. First, some Muzakki wants to deliver his zakat directly.Seconde, not all Muzakki know how much Zakat must be paid. The other factors are Limited information about Mustahik home, limited time that Muzakki have to deliver his Zakat directly and the easiness to report Mustahik data. Dealing with those factors, it is required to have an information system which can make Muzakki meets Mustahik. In this research, information system application used Extreme Programming (XP) development method. XP method is required to program a system which will be made by accomodating the users’ needs and expectations.

Managerial Implications of Student Activity Information System Implementation at Faculty of Business and Management

2020 ◽  
Vol 5 (1) ◽  
pp. 41
Author(s):  
Norshima Humadi ◽  
Muhamad Sukor Jaafar ◽  
Melissa Shahrom ◽  
Siti Halijjah Shariff
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Quality Model ◽  
Application Process ◽  
Student Activity ◽  
Managerial Implications ◽  
Business And Management ◽  
Activity Information

Faculty of Business and Management – Student Activity Information System (FBM-SAIS) was developed with an aim to manage the student activity application process effectively through the Internet. This study was conducted to determine the managerial implications of FBM-SAIS implementation to FBM, UiTM Selangor by focusing on the manpower and financial impact, as well as to determine the direct effect of SAIS Service Quality on SAIS student satisfaction. This study proposed SAIS ServiceQuality as a higher-order factor in order to determine a direct effect of SAIS Service Quality on student satisfaction towards SAIS implementation. Interviews were conducted to identify the managerial implications of student activity application process before and after SAIS implementation. Meanwhile, the quantitative data was gathered from 94 SAIS users who were FBM students through e-survey and was analyzed by using SmartPLS 3.0. The interview results showed that the implementation of SAIS did have an impact on the Faculty, such as increasing staff productivity and reducing costs. Moreover, the PLS-SEM analysis results showed that SAIS Service Quality positively influenced student satisfaction towards FBMSAIS implementation. This study provides an empirical validation of the SAIS Service Quality Model in the context of Higher Education.

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