E-Service Quality Assesment of Mobile-based Smart Regency with M-S-QUAL Approach

Abstract

Today, almost every country struggles to implement city management with the concept of smart cities. Several previous studies have produced several models to measure the quality of information system services. Previously there had been several studies that measured service quality and experience quality in the context of smart city application. However, less work still explores the quality of service calculation of the Smart District model, which is quite different from the common smart - city concept. This study aims to evaluate the quality of service from the application of mobile-based smart regency or districts. The model and approach used is the Mobile Service Quality (M-S-QUAL) model, which is a model of development and adaptation of the previous model, namely SERVQUAL, a viral model for measuring the quality of information system services. Data collection was carried out from one hundred and seventy respondents who were successfully collected using the online survey method - data processing using SmartPLS v.3.2.8 software. Research findings indicate that the variables proposed in the M-S-QUAL model are positive and essential relationships for measuring the quality of smart district services. This research contributes to determining the effective use of intelligent regional mobile applications. This research confirms that lawmakers pay more attention to important issues that influence the performance of smart district mobile service quality.