scholarly journals ANALISIS TINGKAT KEPUASAN PENGGUNA APLIKASI SISTEM INFOMASI PUBLIKASI LAYANAN DATA ONLIN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DI BADAN PUSAT STATISTIK PROVINSI SUMATERA BARAT (BPS PROV SUMBAR)

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Agung Gemilang ◽  
Zulhendra Zulhendra ◽  
Yeka Hendriyani
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Point Of View ◽  
Good Service ◽  
Resource Saving ◽  
Information Object ◽  
Quality Image ◽  
User Data ◽  
System Information ◽  
Support Facility

System Information  as a support facility within an institution that is intended to simplify the task of the user, so as to achieve time, cost, and resource saving in decision making. User satisfaction of  System information is one factor or measure of success for any development and implementation of System Information in agency or company. A good Service quality image can be viewed from the point of view or perception  user of the System Information which is the overall assessment of the superiority of a service. This research will analyze the influence of tangibels, reliabillity, responsivenness, communication, understanding the costumers, and Access to the user  satisfaction with system information. Object of this study is the user data in the publication services of the Badan Pusat Statistik Provinsi Sumatera Barat  that uses information systems in search of required data. The results of this study indicate that simultaneously and partially there is a significant influence between variable x with user satisfaction (Y). While the results of the analysis of the level of achievement of respondents to each variable, variable X5 (Access) become a variable that is very influential on the level of user satisfaction, is 92.5% is categorized as a strong variable. Keywords: Service Quality, gap , System Information

scholarly journals The E-Filing Tax Implementation Success Examined From The Taxpayer Agency as User

2021 ◽  
Vol 11 (1) ◽  
pp. 88-100
Author(s):  
Windriati Windriati ◽  
M. Husni Thamrin ◽  
Nurmah Semil
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Equation Modeling ◽  
System Quality ◽  
Structure Equation Modeling ◽  
System Information ◽  
Net Benefits ◽  
Base Structure

This study aimed at analyzing the effect of system quality, information quality, and service quality to the implementation of e-Filing tax system on net benefits with user satisfaction as an intervening variable at the Pratama Palembang Ilir Barat Tax Service Office (TSO). This research was a quantitative study with survey approach through distributing questionnaires to 350 respondents as samples. To analyze the data, Covariance Base Structure Equation Modeling (CB-SEM) was used. The results indicated that the quality of systems, information and service positively and significantly affected the user satisfaction with the percentage of 16%, 20%, and 26%, respectively. Likewise, the e-Filing user satisfaction had a positive and significant effect on the net benefits with the percentage of 64%. The results of this study recommend that, despite its being mandatory, the implementation of e-Filing system could provide satisfaction to the users. This indicated that the system is currently as expected; not only due to its being mandatory, but the users satisfaction also contributed to the system’s sustainability. The output of the services provided in the form of taxpayer compliance, however, has not shown optimal results. Thus, a continuous reformation of the system, information, and service quality is hoped to be conducted.

scholarly journals Evaluation of products and services of a nursing library: user satisfaction

2008 ◽  
Vol 16 (4) ◽  
pp. 758-764 ◽  
Author(s):  
Sheila Kátia Cozin ◽  
Ruth Natalia Teresa Turrini
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Needs ◽  
Sao Paulo ◽  
Nursing School ◽  
Good Service ◽  
Satisfaction Rate ◽  
The University ◽  
Library User

The goal of the study was to evaluate the quality of the services provided by the library at the Nursing School of the University of São Paulo. A questionnaire evaluating users' satisfaction with the service was employed, covering five quality components: tangibles, reliability, responsiveness, assurance and empathy. The Satisfaction Rate was calculated through the degree of importance in relation to satisfaction. The analysis of the open-ended answers was quanti-qualitative. For Reliability and Empathy, the users showed dissatisfaction with the training for bibliographic research and the librarian's willingness to meet the clients' information needs, respectively. Responsiveness did not fully satisfy the users, disagreeing with the providers. However, both agreed that the archives are outdated. Among the tangible aspects, equipment and noise were criticized most often. The results show that the library offers good service quality to its users.

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.

scholarly journals Analysis of the Perception of Quality in Service in a Higher Education Institution with the use of the ModelServQual

2019 ◽  
pp. 9-17
Author(s):  
Luis Alberto Limon-Valencia ◽  
Juan Grijalva-Tapia ◽  
Manuela Ruiz-Castro ◽  
Karina Alejandra Hinojosa-Taomori
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Education Institution ◽  
Point Of View ◽  
Government Agencies ◽  
Good Service ◽  
Perception Of Quality ◽  
Communication Material

The main objective is to evaluate the quality of the service; likewise, to determine what are the essential aspects and measure the quality of service from the students. As expressed by Duque and Chaparro (2012), it is not recommended that the evaluation of the quality of the service only considers the point of view of executives and government agencies, since the perception of the most important client, the student, would be evaded. The method to follow is to determine the variables that will be studied and we establish the instrument to collect information, determine the population to which the study is directed, apply the instrument to the sample, present the results obtained, draw conclusions comparing it with the theoretical framework and with other studies; and finally, the recommendations of the findings. Among the main findings, it was possible to obtain the qualification of the service quality of the students in the period evaluated, the overall score reached is 5.18, interpreted as good service and representing 74%. It is relevant to consider that the characteristic with lower qualification, in this case, the appearance of physical facilities, equipment, personnel and communication material.

Interaction Effect of System, Information and Service Quality on Intention to Use and User Satisfaction

2020 ◽  
Author(s):  
Eristya Maya Safitri ◽  
Arista Pratama ◽  
Muhammad Ariful Furqon ◽  
Iqbal Ramadhani Mukhlis ◽  
Agussalim ◽  
...  
Keyword(s):  
Service Quality ◽  
Interaction Effect ◽  
User Satisfaction ◽  
Intention To Use ◽  
System Information

Analisis Kualitas Pelayanan Pada Unit Perijinan Angkutan Dan Kendaraan Wajib Uji Dinas Perhubungan Kabupaten Karanganyar

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Good Service ◽  
Analysis Techniques ◽  
User Community ◽  
Customer Perceptions ◽  
Level Of Satisfaction

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki

scholarly journals Low-Asymmetry Interface for Multiuser VR Experiences with Both HMD and Non-HMD Users

Sensors ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 397
Author(s):  
Qimeng Zhang ◽  
Ji-Su Ban ◽  
Mingyu Kim ◽  
Hae Won Byun ◽  
Chang-Hun Kim
Keyword(s):  
Virtual Reality ◽  
Virtual Environment ◽  
Mobile Device ◽  
User Satisfaction ◽  
Virtual World ◽  
User Study ◽  
Visual Display ◽  
Point Of View ◽  
Head Mounted Display ◽  
And Behavior

We propose a low-asymmetry interface to improve the presence of non-head-mounted-display (non-HMD) users in shared virtual reality (VR) experiences with HMD users. The low-asymmetry interface ensures that the HMD and non-HMD users’ perception of the VR environment is almost similar. That is, the point-of-view asymmetry and behavior asymmetry between HMD and non-HMD users are reduced. Our system comprises a portable mobile device as a visual display to provide a changing PoV for the non-HMD user and a walking simulator as an in-place walking detection sensor to enable the same level of realistic and unrestricted physical-walking-based locomotion for all users. Because this allows non-HMD users to experience the same level of visualization and free movement as HMD users, both of them can engage as the main actors in movement scenarios. Our user study revealed that the low-asymmetry interface enables non-HMD users to feel a presence similar to that of the HMD users when performing equivalent locomotion tasks in a virtual environment. Furthermore, our system can enable one HMD user and multiple non-HMD users to participate together in a virtual world; moreover, our experiments show that the non-HMD user satisfaction increases with the number of non-HMD participants owing to increased presence and enjoyment.

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

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