scholarly journals Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions

10.28945/426 ◽  
2009 ◽  
Vol 12 ◽  
pp. 017-035 ◽  
Author(s):  
Hollis Landrum ◽  
Victor R. Prybutok ◽  
Xiaoni Zhang ◽  
Daniel A. Peak
Keyword(s):  
Service Quality ◽  
Relative Importance ◽  
System Service

Exploration of Product Centric Factors in Telecom Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Swati Ganeti ◽  
Rajat Agarwal ◽  
Murali Krishna Medudula ◽  
Mahim Sagar
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Connectivity ◽  
Factor Loading ◽  
The Other ◽  
Relative Importance ◽  
Network Connection ◽  
Telecom Service ◽  
Telecom Industry

Telecom industry is one of those industries which has changed dramatically during the past decade. With more and more players entering in this industry, competition is ever increasing. The war between these players is slowly shifting from the price to the augmentation. This paper aims at exploring such factors which influence a customers preference of one telecom service provider (TSP) over the other. It is a descriptive research where study has been conducted among the consumers of different telecom service providers (TSPs). By reviewing the existing literature in this domain, we explored different factors which affect the consumers decision to prefer one telecom service provider over the other. A consumer targeted questionnaire was designed where consumers were asked about the factors they consider (with their relative importance quantified using Likert scale), before buying a new network connection to know the relative importance of the various factors. Factor Analysis was performed to club various variables into distinct factors. Statistical techniques then helped in identifying the relative importance. From the Factor Loading matrix the following five factors were generated:- Overall service quality, Point of Purchase Differentiator, Promotion Measures, Tariff Plans and Size of the Network. Further study in the behavioural perceptions of consumer shows that the most important factor in influencing the customer buying behavior is Service Quality. The second most important factor is cost and various plans offered by the telecom service provider. Network connectivity was considered by almost all the respondents and consumers prefer the largest network player. The study also found that promotional measures dont influence the customers as expected.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

scholarly journals Usulan Perbaikan Sistem Untuk Meningkatkan Kualitas Layanan Sistem Administrasi Gudang Online (AGO) Menggunakan Standar ISO/IEC 9126 di PT. PLN (Persero) Rayon Duri

KOMTEKINFO ◽  
2019 ◽  
Vol 6 (1) ◽  
pp. 78-86
Author(s):  
Muhammad Ihsan Hamdy ◽  
Rika Rahmat Putri
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Quality Analysis ◽  
Maturity Model ◽  
Administration System ◽  
Technology System ◽  
System Service ◽  
Maintenance Systems ◽  
Quality Guarantee

In building a system, it was needed a quality guarantee. A system could be stated well qualified, if it met the user needs. The quality could be measured from various points of views. One point of views to measure the software quality was focusing on user satisfaction (user based). To know the quality of a system, it was needed a quality analysis of its system. There was a lack of service when online warehouse administration system used to manage the warehouse material inventory in PT. PLN (Persero) Duri Rayon was used. This research aimed at finding proposed improvements for increasing the service quality percentage of online warehouse administration system based on ISO/IEC 9126 standard. The methods of collecting the data were using interview and questionnaire to know user complaints to the user. Maturity Model and Delay approaches were used to process the data. In testing the reliability level, online warehouse administration system was on the first level (the system was computerized, but it was not standardized yet). In testing the delay, all the delays in input were on good category and it could beunderstandable. Based on the levels of maturity and delay, the test showed that there was a need to improve and maintenance the online warehouse administration system to increase the performance of system service quality for users. so that the existence of repairs and maintenance systems can increase 26% to 41% the percentage of the quality of an information technology system.

Prioritising SERVQUAL Dimensions to Improve Trade Show Performance

2021 ◽  
Author(s):  
Dheeraj P. Sharma ◽  
Shivendra K. Pandey ◽  
Ashish K. Gupta ◽  
Rajat Sharma
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Relative Importance ◽  
Ongoing Debate ◽  
Trade Show ◽  
Equation Modelling ◽  
Trade Shows

The purpose of this paper is to examine the suitability of SERVQUAL for trade shows. Theobjective is to identify the significant SERVQUAL dimensions and their relative importance toincrease the purchase intention of visitors to a trade show. The study uses a survey of 400visitors to a big trade fair. Structural equation modelling was used to determine the relativeimportance of the dimensions. Results suggest that SERVQUAL is well suited for assessing theservice quality of trade shows. The tangibility and assurance are the two most significant factorsinfluencing the purchase intention of trade show visitors. Exhibitors should enhance tangibilityin trade shows by methods such as display of product or product prototypes, brochures, andscreens. Further, they should increase assurance by displaying medals and awards won, qualitycertifications achieved, testimonials of past satisfied consumers, and experienced salespeople atthe trade show counters. Trade show organisers should attract big brands for the exhibition toenhance assurance. The present study contributes to the ongoing debate on the relevance ofSERVQUAL in the trade show context. The study demonstrates that SERVQUAL is a decentmeasure to study service quality in trade shows even though the majority literature claimsotherwise. Further, the present research prioritises the SERVQUAL dimensions, helpingmanagers to design customer-oriented sales strategies.

scholarly journals Pengaruh Penerapan Sistem Administrasi Perpajakan Modern, Kualitas Pelayanan Dan Kesadaran Wajib Pajak Pada Kepatuhan WPOP

2019 ◽  
pp. 221
Author(s):  
Ni Luh Putu Yunika Antari ◽  
Ni Luh Supadmi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Quality Of Services ◽  
Tax Administration ◽  
Administration System ◽  
System Service ◽  
Analysis Technique ◽  
Reporting Service ◽  
Positive Effect

The purpose of this study was to determine the effect of the application of a modern tax administration system, service quality, and taxpayer awareness on individual taxpayer compliance (WPOP). This research was conducted at KPP Pratama Denpasar Timur. The data analysis technique used is multiple linear regression. Based on the results of the analysis obtained a modern tax administration system, service quality, and awareness of taxpayers have a positive and significant effect on WPOP compliance. This shows that if the tax administration system is implemented well, it will tend to increase compliance with WPOP reporting. Service quality also has a positive effect on WPOP compliance, this proves that the better the quality of services provided will make the taxpayer more compliant in fulfilling his obligations. Keywords: modern tax administration system, service quality, and taxpayer awareness  

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
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