Quality Of Digital Services Research Articles

HR-Commitment and Digital Organizational Communication To Improve the Digital-Quality Services in Private Universities

The main issue in this research is the weak Quality of private universities in utilizing digital media in the industrial era 4.0, which leads to the formation of professionalism in the form of an innovative campus, which according to researchers, is influenced by organizational Commitment and digital organizational communication. Target group private universities in Bandung. This study's descriptive survey research design is based on a verification methodology. Data was collected through survey techniques by distributing questionnaires to as many as 69 respondents, all employees. Analysis in data processing using path analysis. It is based on the findings of the verification analysis, with r2 = 0.587, or 58.7%, as the coefficient of determination. The results show that the Quality of digital services is influenced by organizational Commitment and digital communication, both simultaneously and simultaneously. In comparison, there is still the influence of other external factors, which has not been studied, and is 41.3% academically recognized. Research findings also reveal that optimizing digital services can be done by first improving the Commitment of human resources to utilizing digital media in communication.

Interaction of Customer Satisfaction and Retention of Digital Services: PLS Evidence From Indonesian Sharia Banking

The Indonesian Islamic banking sector has been transformed by integrating technology in banking services to satisfy customers for retention and market share post-COVID-19. This study investigates the impact of Islamic banking digital service quality in post-COVID-19 Indonesia on customer satisfaction and retention. This study applies the construction of an electronic service quality model (E-S-Qual) and a banking service quality model (BSQ) focusing on digital services in Islamic Commercial Banks in Indonesia after the COVID-19 Pandemic. This study uses an explanatory method by collecting survey data from customers of Islamic banks in Indonesia. PLS-SEM analysis tool with SmartPLS tool version 4 to search for hypothetical evidence. This study found the effect of ease of use, efficiency, interoperability, privacy security, responsiveness, reliability, service cost, and service portfolio on ISBC Customer Satisfaction. In addition, among the significance of ISBC Customer Satisfaction on customer retention intention, there is a mediating effect of Islamic financial literacy. Islamic banks need to maintain a digital service system to meet customers' financial needs through quality control of system infrastructure and continuous network maintenance. In addition, the demand for strategies to strengthen new digital services through adding features and promoting the advantages of digital financial services is needed to gain market share in the Indonesian financial market.

THE ACCEPTANCE FACTORS FOR ISLAMIC BANKING FINTECH SEVICES: EXTENDED TECHNOLOGY ACCEPTANCE MODEL (TAM) APPROACH

Era 4.0 requires Islamic banking to optimize its services through digital platforms to make it easier for customers to transact. Indonesia is a large market for Islamic banking products, so Islamic banking should provide the best possible digital services and people will be more interested in using Islamic bank products. Therefore, it is necessary to analyze the factors that influence customers in using Islamic bank services online so that the quality of digital services can be improved. This study aims to determine the factors that influence the acceptance of Islamic bank customers for financial technology (Fintech) services in Indonesia by using the Extended Technology Acceptance Model (TAM) approach. The TAM model states that system users tend to use the system if the system is easy to use and useful for its users. Extended TAM adds a consumer innovation variable, namely the degree to which an individual is relatively earlier in adopting an innovation than other members of the system. This research is a type of quantitative research using primary and secondary data. Primary data was obtained from a survey of Islamic bank customers using convenience sampling. Secondary data is obtained from related literature sourced from journals, articles, books, and official government or banking websites. The results show that the acceptance of Islamic banking fintech services in Indonesia is determined by the perceived ease of use and customer innovation (consumer innovativeness), while the perceived usefulness does not affect the acceptance of Islamic bank customers for the use of mobile banking. This research will be useful as a reference for policymakers, academics, and researchers in the future.

Digital Service Quality and Customer Loyalty of Commercial Banks in Jordan: the Mediating Role of Corporate Image

Digital Service Quality and Customer Loyalty of Commercial Banks in Jordan: the Mediating Role of Corporate Image

The Effect of Digital Service Quality on Public Satisfaction through Perception of Ease of Use

The main problem in this study is the existence of public complaints related to licensing services in the city of Bandung, especially at the Bandung City Investment and One Stop Integrated Service (DPMPTSP). The research method used is the explanatory method, which is a method to see the relationship or influence between the independent variable and the dependent variable and is also needed to test the hypotheses presented previously. Analysis in data processing using path analysis (path analysis). The results showed that the better the quality of digital services, the better the perception of ease of use (r = 0.818), the perception of ease of use had a positive effect on public satisfaction (R = 73.8%), and the quality of digital services had a positive effect on public satisfaction (R = 74.5%).

Towards an improved understanding of the antecedents of digital health service loyalty during a pandemic: An fsQCA approach

Loyalty towards digital health services has received unprecedented attention and acceptance during the Covid-19 pandemic period. However, whether this popularity will be retained into the future and the factors that can influence such loyalty is undetermined. This paper provides insight into this issue through a cross-cultural examination of the influence of digital service quality (e-quality) on consumer satisfaction and loyalty (e-loyalty) in the digital health service sector during a pandemic. A fuzzy-set qualitative comparative analysis (fsQCA) is applied using a sample of 50 customers drawn from different professions across different countries who actively showed loyalty towards digital health during the pandemic. Research constructs evaluation for reliability and internal consistency was subsequently performed using Cronbach's alpha and Correlation analysis. The results reveal a significant positive relationship between service quality and the twin outcomes of consumer satisfaction and loyalty, while the findings established satisfaction as a prominent mediator for digital health. Findings from the fsQCA analysis identified four core factors that underpin loyalty in digital health platforms. Alternative paths have been identified based on gender, current education status, and other professions. In addition, two topologies are introduced taking digital health services from different platforms during the pandemic. Because of the primary nature of the data, this is first-hand experience gathered from the people who are directly or indirectly involved in receiving help from digital health services in a pandemic context. The application of the fsQCA technique for examining loyalty towards digital health services is applied in the e-health or digital health literature for the first time. The study findings will assist digital health service providers seeking insight into the factors that influence loyalty of e-health service consumers, enabling them to focus more accurately on the service quality dimensions that are effective in influencing consumer satisfaction and retention. The findings of this study contain a number of contributions, illustrating different topologies towards digital health that provide educators and policymakers with valuable insights.

Pawnshop Digital Service Quality and it’s Implication on Customer Satisfaction at PT Pegadaian (Persero) Pondok Labu Branch

In the current era, services delivered through digital channels make up the majority of business transactions compared to those carried out through traditional channels such as branch offices. Starting with the theme “DigitalisMe”, Pegadaian launched a digital-based service called Pegadaian Digital. This study aims to empirically explore the service quality of Pegadaian Digital and their impact on customer satisfaction at PT Pegadaian (Persero) Pondok Labu Branch. This is a quantitative research, and the sample in this study amounted to 160 customers who are users of Pegadaian Digital services. The data collection process uses google forms and scanned barcodes that are distributed in each unit of the Pegadaian Pondok Labu Branch. The data were analyzed using the Partial Least Square (PLS) method, and the results show that: (1) Reliability has an effect on customer satisfaction (2) Efficiency has no effect on customer satisfaction (3) Security has no effect on customer satisfaction (4) Responsiveness has no effect on customer satisfaction (5) Web design has no effect on customer satisfaction.

Pawnshop Digital Service Quality and it’s Implication on Customer Satisfaction at PT Pegadaian (Persero) Pondok Labu Branch

In the current era, services delivered through digital channels make up the majority of business transactions compared to those carried out through traditional channels such as branch offices. Starting with the theme “DigitalisMe”, Pegadaian launched a digital-based service called Pegadaian Digital. This study aims to empirically explore the service quality of Pegadaian Digital and their impact on customer satisfaction at PT Pegadaian (Persero) Pondok Labu Branch. This is a quantitative research, and the sample in this study amounted to 160 customers who are users of Pegadaian Digital services. The data collection process uses google forms and scanned barcodes that are distributed in each unit of the Pegadaian Pondok Labu Branch. The data were analyzed using the Partial Least Square (PLS) method, and the results show that: (1) Reliability has an effect on customer satisfaction (2) Efficiency has no effect on customer satisfaction (3) Security has no effect on customer satisfaction (4) Responsiveness has no effect on customer satisfaction (5) Web design has no effect on customer satisfaction.

PENGARUH TEKNOLOGI KEUANGAN DAN KUALITAS LAYANAN DIGITAL TERHADAP KEPUASAN NASABAH PADA BANK SYARIAH INDONESIA KCP MASBAGIK

This study aims to determine the effect of financial technology and digital service quality at BankSyariah Indonesia KCP Masbagik on customer satisfaction either partially or simultaneously. Andwhat is used in this study is primary data obtained directly from the answers of 100 respondentswho are customers of Bank Syariah Indonesia KCP Masbagik who use digital service facilitiessuch as BSI Mobile, BSI Internet Banking, BSI SMS Banking, and ATM. The analytical methodused is multiple linear regression analysis method. The results show that (1) the significance levelof the financial technology variable (X1) is 0.097, which is smaller than = 0.1. So it can beconcluded that Ho is rejected and Ha is accepted, which means that the financial technologyvariable (X1) has a significant effect on customer satisfaction. (2) the level of significance of thedigital service quality variable (X2) is 0.006 which is smaller than = 0.1. So it can be concludedthat Ho is rejected and Ha is accepted, which means that the digital service quality variable (X2)has a significant effect on customer satisfaction. (3) the acquisition of the Fcount value of 8.789with a Sig value of 0.000. Which hereby indicates that the value of Fcount is greater than thevalue of Ftable and the value of Sig is less than 0.1. It can be concluded that Ho is rejected andHa is accepted. This shows that financial technology and digital service quality together have asignificant influence on customer satisfaction. (4) the value of R2 (R Square) is 0.625 or 62.5%.These results show that the influence of financial technology and digital service quality oncustomer satisfaction is 62.5%. So it can be concluded that the independent variable used in thismodel is able to explain the dependent variable of 62.5%. While the remaining 37.5% isinfluenced by other variables that are not included in this research model

A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress

PurposeThis paper presents a conceptual model that links digital government service quality with organisational intelligence (OI) traits and occupational stress among the service providers in the public sector.Design/methodology/approachThis is a conceptual paper that carries out a systematic review of the key literature from 1978 to 2021, concerning the evolution of models, scales and dimensions attributing to digital government service quality, OI traits and occupational stress. Following this, a new conceptual model is proposed to reflect the need of today's public service delivery from a broader perspective.FindingsBased on the reviews of the existing models, there is no convincing evidence of the existence of a conceptual model that incorporates digital government service quality, OI traits and occupational stress from the public service providers' viewpoint. Therefore, a conceptual model, with occupational stress acting as a mediator between various OI traits and digital government service quality, is presented as a comprehensive framework to heighten the quality of the public service delivery.Originality/valueThis paper explores the gap in the current service quality studies and proposes a conceptual model that is more reflective of today's public service delivery. Firstly, it helps better understand digital government service quality from a much less focused area, the supply side (service providers) standpoint as opposed to the demand side (citizen) viewpoint (citizen). Secondly, it extends the understanding of performance and evaluation of public service delivery from perspectives such as knowledge utilisation, strategic alignment and participatory decision-making. Thirdly, it extends the literature on digital service quality from a non-technological perspective, as to how it is influenced by employees' psychological well-being factors.

THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN DIGITAL AGE: CUSTOMER SATISFACTION BASED EXAMINATION OF DIGITAL CRM

This study examines how customer-centered management systems contribute to CRM through the use of digital services. The article presents empirical evidence from an online survey of 405 people using digital services living Kocaeli province in Turkey and modelling a system of structural equations using partial least squares. 405 people have been selected by a random sampling method to ensure objectivity and scientific neutrality. Among the 405 people, 350 were found to have filled out the questionnaire completely. The study also examined the relationship between the dimensions of service quality and customer satisfaction. The results confirm that most of the dimensions of digital service quality favour the development of customer satisfaction capabilities and both the relationship the independent variables and trust, Enthusiasm, and sensitivity dimensions and customer satisfaction are positive. High customer satisfaction with digital services can lead to superior firm performance; however, companies should also gain credibility for customers and should design their products according to customer preferences.

ANALYSIS AND MUTUAL IMPACT OF DIGITAL SERVICES QUALITY ELEMENTS

If there is a wish to attract new users and keep the existing stay, it is necessary to analyze the mutual impact of the elements on digital service quality. To date, numerous authors have conducted various empirical research studies. This study deals with the interstitial influences including reliability, responsiveness, and empathy. This research study has gone a step forward. It is aimed at determining how reliability and responsiveness, both individually and taken together, affect empathy in the Republic of Serbia on a projected sample of 458 small and medium enterprises, namely the manufacturing, service, and ICT activities. On the applied theoretical model, empirical research was conducted: descriptive statistics, correlation analysis and regression analysis, the impact of the independent elements on the dependent element. This research study is intended to help to understand the interdependence and degree of the influence present between said elements; this can provide help to SME owners and their managers with respect to the development of marketing strategies and good business practices in the digital age.

Analysis and mutual impact of digital services quality elements

If there is a wish to attract new users and keep the existing stay, it is necessary to analyze the mutual impact of the elements on digital service quality. To date, numerous authors have conducted various empirical research studies. This study deals with the interstitial influences including reliability, responsiveness, and empathy. This research study has gone a step forward. It is aimed at determining how reliability and responsiveness, both individually and taken together, affect empathy in the Republic of Serbia on a projected sample of 458 small and medium enterprises, namely the manufacturing, service, and ICT activities. On the applied theoretical model, empirical research was conducted: descriptive statistics, correlation analysis and regression analysis, the impact of the independent elements on the dependent element. This research study is intended to help to understand the interdependence and degree of the influence present between said elements; this can provide help to SME owners and their managers with respect to the development of marketing strategies and good business practices in the digital age.

Краулер для формирования датасета пользовательских соглашений на использование персональных данных

The collection and use of personal data to meet the digital needs of users are extremely common scenarios today. Users actively provide their personal data to improve the quality of digital services. At the same time, user agreements are the only tool for informing which personal data is used and how. There are different approaches to make user agreements more transparent, but most of these approaches require data to both experiment and train deep learning models. Currently, there are few datasets for researching of user agreements, and those that are available do not cover the internet-of-things market. Smart devices generate a huge amount of personal data traffic, so their user agreements deserve just as much attention as agreements of the websites. In this paper, the authors propose a new way of forming a dataset of user agreements, and also presents a corresponding tool that, in addition to the main functions, has a number of improvements for bypassing blocks, bans and captcha.

Assessment of the quality of digital services provided by an e-learning platform focused on sustainability issues

Paper aims The aim was to adapt and apply a SERVQUAL scale to measure the perceived service quality of an e-learning platform provided by the United Nations for Environment Programme (UNEP) focused on sustainability issues. Originality There is a scarce number of publications using the SERVQUAL for digital services evaluation. This study contributes to filling this gap, generating new insights for the service quality literature by proposing an adaptation of the SERVQUAL scale for online sustainability courses. Research method The SERVQUAL was carried out with undergraduate and post-graduate students enrolled at a Brazilian higher education institution. A set of 21 questions was set up to evaluate the perceived service quality of the students before/after finishing the online course “Introduction to Life Cycle Thinking (LCT)” provided by UNEP. Main findings The results showed that the most important features were related to the empathy, assurance and tangibility quality dimensions with emphasis on the high quality of addressing the user doubts and the audio and video resources that helped students in the learning process. In conclusion, the perceived quality was higher than the expectations for many of the SERVQUAL dimensions. Implications for theory and practice Finally, the step-by-step methodological approach used by this paper should be adopted by other e-learning platforms to investigate quality and service management aspects. Empathy, assurance and tangibility may be seen as key components in the service quality management of e-learning platforms.

An evaluation method of government digital service quality based on big data

An evaluation method of government digital service quality based on big data

The Effect of Digital Service Quality (BRIMO) on Customer Loyalty through Customer Trust and Satisfaction on COVID-19 Situation (Pt Bank Rakyat Indonesia Medan Regional Office)

Advances in information technology and the widespread use of the internet have changed the method of service delivery. Banks now provide their services through electronic banking (e-banking) channels. Personal computers and cell phones are media where customers can use e-banking services, with the terms “online banking”, “internet banking” and “electronic banking” being used interchangeably. BRImo is the latest application from BRI Mobile that combines the functions of mobile banking, internet banking, and electronic money or Tbank into one application with a more complete and attractive transaction menu, only by using a cellphone they can make transactions without having to go to the BRI office to reduce mobility and the spread of the Covid-19 virus in a pandemic situation. In the period from 2018 to 2020, there was an increase in BRImo application users from 384,412 people to 827,759. but not comparable to the large number of deposit customers of Bank BRI Medan Region, in 2020 only 14.43% of the 5,735,381 customers of Bank BRI Medan Region who use BRImo with an average transaction of 122 times per customer per year. Phenomenon which often happens to BRI Bank customers to the BRImo application, either directly or indirectly, such as the quality of digital services provided to customers who have not been satisfied by customers so that it has an impact on customers' decisions not to return to transactions using BRImo and the impact of these problems will decrease the number of transactions and a decrease in fee-based income in the online banking digital service application sector. The purpose of this study was to analyze the effect of BRImo's digital service quality on customer loyalty through customer trust and satisfaction in the Covid-19 situation at PT. Bank Rakyat Indonesia (Persero) Tbk Medan Branch Office. The population of this study is customer savings deposits, not corporate customers (group accounts), with the criteria of a sample of customers who use the BRImo application more than once with a total sample of 400 respondents. The sampling method used is purposive sampling; data analysis is carried out through PLS-SEM using the SmartPLS 3.0 program. The results of the study indicate that the quality of BRImo's digital services directly has a positive and significant effect on customer loyalty through customer trust and satisfaction. Keywords: BRImo Digital Service Quality, Customer Loyalty, Customer Trust, Customer Satisfaction.

ЦИФРОВА ТРАНСФОРМАЦІЯ ДЕРЖАВНИХ ФІНАНСІВ В УКРАЇНІ

The difficult political and economic situation in Ukraine presupposes an immediate solution to the issue of increasing the efficiency of the formation and distribution of public finances and their transparency. Digital technologies have great potential for improving public financial management, and will significantly change traditional fiscal policy instruments over time. The digital economy has been identified as one of the main directions of development of the Ukrainian economy for the next decade. Theoretical issues of digital transformation of public finances of Ukraine are investigated. If technology is used wisely, fiscal policy will be more efficient, transparent, fair, which will have a positive impact on the standard of living and economic development of Ukraine. The potential benefits are huge, so the government will have access to better data and more efficiently and transparently form and allocate financial resources. The necessity of digitalization at the present stage taking into account global processes. The recommendations of international financial organizations on digitalization of public finances and features of their application in the Ukrainian realities are covered. The main direct and indirect beneficiaries are identified and the positive effects of digital transformation of public finances are identified. The main ones are: increase in tax revenues; better forecasting and budgeting; fair distribution of social benefits. The financing of the digital transformation of public finances in Ukraine, which is mostly due to international technical assistance, is analyzed. The current state of digitalization of public finances and the main platforms of open data are studied, the potential of development is estimated. The main challenges of implementing the digital transformation in public finances are highlighted: cybersecurity, loss of personal data, unauthorized change of data in registers; untimely data update, impossibility of compilation, data formatting, existence of several platforms of the same type; blocking the disclosure of data by individual participants, hiding data; system failures; lack of qualified personnel to develop and configure the system; ethical issues of data disclosure; increasing competition and the quality of the IT services market in Ukraine; standardization of quality of digital services. Thus, increasing trust in the government and effective interaction between the population, business and the state, reducing corruption - all this is possible due to the digitalization of Ukraine's economy, which must first begin from public finances.

Digital marketing strategy: companies experience during pandemic

COVID-19 pandemic has brought significant changes, especially regarding the use of digital technologies in the promotion of goods and services. Digital marketing strategies are widespread in various sectors of the world economy. With the use of digital marketing tools, the companies are able to gain real-time consumer insights, to create and to communicate value to consumers more creatively. This scientific research described proposes to determine the feasibility of using a digital marketing strategy in the context of a limited budget, using the example of an IT company. The results of digital marketing tools were analyzed, management problems according to strategic decisions are identified and the strategy of digital opportunities for the local context was improved. The key factors of digital marketing strategy are usability, tangible value, perceived value, high return, efficiency, quality of digital services, quality of digital information, quality of the digital system, predictability of expected results. The main strategies for promoting goods and services in the digital environment, and expected financial indicators in the context of the chosen strategies and changes in important indicators during a pandemic were considered. Measures for improving the promotion strategy were proposed; they will help maintain an appropriate level of development of the company within the current budget and contribute to its financial stability.

The Relationship between the Technology Readiness Index (Tri) and the Quality of Digital Services of Brazilian Financial Institutions

This study aims to identify the technological readiness variables associated with the quality perceived by customers who use digital services offered by banking institutions operating in Brazil. Descriptive quantitative research, in cross-section, with a sample of 958 clients of financial institutions operating in Brazil. The data were analysed using Structural Equation Modelling and multigroup analysis using SmartPLS. Given the growth of Fintech driven by disruptive technologies, traditional banking segments are looking for a competitive advantage to retain their customers. The findings showed that optimism and innovativeness have a positive influence on perceived quality. In contrast, discomfort with functional and physical risk, discomfort with embarrassment, and insecurity with information have a negative influence on perceived quality. Insecurity due to lack of contact does not influence the quality perceived by customers. There are also no differences regarding the gender and income of customers and the type of bank with whom they have a relationship, only in the group between public and private banks in the relationship between innovativeness and perceived quality. However, the explanatory power of the model indicates that other factors also impact this relationship. Although Fintech is growing at an accelerated pace, traditional bank customers seek other factors that impact perceived quality. In this way, it shows that traditional banks can consider other organisational actions to retain customers in addition to disruptive technologies.