System Service Quality Research Articles

Multi-layer perceptron based transfer passenger flow prediction in Istanbul transportation system

Estimating passenger movement in transportation networks is a critical aspect of public transportation systems. It allows for a greater understanding of traffic patterns, as well as efficient system evaluation and monitoring. It could also help with precise timing to emergencies or important events, as well as the improvement of urban transport system weaknesses and service quality. The number of transfer passengers demand in Istanbul, Turkey's biggest and most developed metropolis, was used to construct a real-world forecasting model in this study. The number of transfer passengers has been forecasted using popular machine learning methods such as kNN (k-Nearest Neighbours), LR (Linear Regression), RF (Random Forest), SVM (Support Vector Machine), XGBoost and MLP. The dataset utilized is made up of hourly passenger transfer counts gathered at two public transportation transfer stations in Istanbul in January 2020. Using MSE, RMSE, MAE and R2 parameters, each model's experimental data have been thoroughly evaluated. MLP has more successfully other machine learning algorithms in the majority of transportation lines, according to the experimental results.

Evaluation of Customer Satisfaction on Indonesian Banking Chatbot Services During the COVID-19 Pandemic

The new normal lifestyle during the COVID-19 pandemic encourages every individual to change their behavior towards digital transformation. A banking chatbot is one of the financial technologies promoted by the banking industry to meet the needs of its customers during the pandemic. However, there is still a gap between the quality of the developed chatbot service and customer expectations. The research is conducted to evaluate the factors that affect customer satisfaction with Indonesian banking chatbot services during the COVID-19 pandemic. Data are collected through filling out questionnaires by 222 respondents using the snowball sampling technique. Only 100 respondents are selected and fit into the research criteria consisting of them who domicile in the JABODETABEK area and experience using Indonesian banking chatbot services. The number of respondents used as many as 100 people is also determined based on the ten times rule method and Slovin method. The variables analyzed in the research are system quality, information quality, service quality, trust, perceived value, situational factor, and personal factor. Each variable is observed for its effect on the intention to use and customer satisfaction in using Indonesian banking chatbot services. Then, the obtained data are analyzed using PLS-SEM. The results indicate that system quality, service quality, and information systems significantly positively affect customer satisfaction using Indonesian banking chatbot services. Moreover, information quality and personal factor also affect intention to use Indonesian banking chatbot services significantly and positively. The results are expected to recommend the banking industry to develop banking chatbot services to increase customer satisfaction and intention to use banking chatbot services.

The UAV Trajectory Optimization for Data Collection from Time-Constrained IoT Devices: A Hierarchical Deep Q-Network Approach

Recently, using unmanned aerial vehicles (UAVs) to collect information from distributed sensors has become one of the hotspots in the Internet of Things (IoT) research. However, previous studies on the UAV-assisted data acquisition systems focused mainly on shortening the acquisition time, reducing the energy consumption, and increasing the amount of collected data, but it lacked the optimization of data freshness. Moreover, we hope that UAVs can perform long-term data collection tasks in dynamic scenarios within a constantly changing age of information (AoI) and within their own power levels. Therefore, we aim to maximize the quality of service (QoS) based on the freshness of data, while considering the endurance of the UAVs. Since our scenario is not an inertial order decision process with uniform time slots, we first transform the optimization problem into a semi-Markov decision process (SMDP) through modeling, and then we propose a hierarchical deep Q-network (DQN)-based path-planning algorithm to learn the optimal strategy. The simulation results show that the algorithm is better than the benchmark algorithm, and the tradeoff between the system QoS and the safe power state can be achieved by adjusting the parameter βe.

Information System ANALISA METODE IPA UNTUK MENENTUKAN KUALITAS SISTEM INFORMASI SIMPAN PINJAM PEREMPUAN

The research explain the quality of the women's savings and loan information system (SPP) at the V Koto Kampung Dalam office. The desktop-based analysis system provides some information to employees and customers about women's savings and loans (SPP). Analysis of the quality of this information system is carried out using the IPA (Importance Performance Analysis) method which involves several variables including usability variables, information quality, service quality and overall variables. This variable will explain the condition of the system that is running at UPK V Koto Kampung Dalam. Each of these variables will be included in several questions about the current system to the respondent. The data processing process in this study used 50 respondents with 22 questions involving these variables. With the analysis process involving 50 respondents, it can be stated that the IPA method is able to provide assessment results in the form of new information in the form of recommendations for the system to be developed by the agency. From the measurement results, the impact on women's savings and loans is due to the community understanding and knowing the quality of system services based on the information system used. This study was built using descriptive quantitative methods that provide results in the form of information.

Quality of service system that is self-updating by intrusion detection systems using reinforcement learning

Quality of service system that is self-updating by intrusion detection systems using reinforcement learning

Perceptions of Organizational Politics Impact on Information Systems Success: An Empirical Investigation of Banking Sector

The Extent of information systems success is based on various determinants, including perceptions of organizational politics. This paper aims to determine the impact of perceptions of organizational politics on information systems success in banks. A comprehensive model was developed, and data were collected from information systems users in banks. This study used correlation matrix, descriptive analysis and regression analysis to analyze data, and test the suggested hypotheses. The results revealed that banks information systems users have a lower “general political behavior”. In addition to moderate responses to “getting along to get ahead”, and “pay and promotion” political perspectives. Furthermore, getting along to get ahead and pay and promotion political perspectives are positively impacting system quality, information quality, and service quality of the information systems dimensions. These findings indicated that the more existence of group loyalties, and more employee fit for the bank will lead to more success of information systems. Furthermore, a lot of work is required to enhance information systems success, mainly; IS users’ feelings towards all information systems success dimensions by encouraging employees’ good ideas, teamwork, honesty, and make their minds for the benefit of information system.

Factors Influencing Physicians Migration—A Case Study from Romania

Brain drain is a phenomenon that, over time, has followed an upward trend. It is an important component represented by physicians’ migration. For the country of destination, the migration of physicians offers several advantages, whereas the country of origin loses skilled and sometimes highly trained individuals. This process will be reflected both in the efficiency of the health system (severe employment shortage) and in the quality of the health system services. After Romania’s accession to the EU, the migration of doctors intensified, significantly increasing the shortage of physicians. The purpose of this article is to identify the push factors that influence the physicians’ decision to migrate from Romania. For this, a panel regression analysis was applied, highlighting that physicians’ migration is influenced by several factors, such as the number of beds in hospitals, the number of emigrants, unemployment rate, and income. At the same time, we analyzed the extent to which public policy measures addressed to the remuneration of medical staff influenced the propensity towards external mobility of the practicing doctors, already employed and/or graduates. The results confirm that public policies can be a tool for redistributing the labor force allocation on the labor market. Moreover, the results of our analysis highlight that specific measures do not solve the system crises facing the health sector. Systemic, multidimensional changes are needed, adapted to the needs of medical services specific to the geographical area and adequate to the health status of the population.

Information Quality, Service Quality, System Quality, User Satisfaction, System Use, dan Net Benefits

Banking developments that adopt digital technology are growing rapidly. This is not spared from the competition between financial institutions which is very tight. One of them is the banking sector. This study aims to analyze the factors that influence Bank BNI customers in using digital service machines, namely Digi CS using the Digital Customer Service Machine Using the Human Organization Technology (HOT-FIT) Model. Location this research was conducted at Bank BNI Renon Branch, Denpasar City, Bali Province. This research is a descriptive quantitative research with 134 respondents who are customers of Bank BNI Renon Branch as a sample using accidental sampling. Data were obtained through open questionnaires with an interval scale of 1 to 10 points which were distributed to measure or obtain opinions or responses from customers regarding the eight variables in this study, namely System Quality, Information Quality, Service Quality, System Use, User Satisfaction, Organization Structure, Environment and Net Benefits. Data analysis in this study used Structural Equation Modeling (SEM) through the Part Lease Square (PLS) approach with the SmartPLS 3.2 program. The results of the study show that the Technology Factor, namely the Information Quality, Service Quality, System Quality variables, has an influence on the human factor, namely System Use, User Satisfaction where the human factor also influences Net Benefits. In addition, organizational factors, namely Structure, have an effect on net benefits, but not on Environment, which do not affect net benefits.

ANALISIS KESUKSESAN SISTEM INFORMASI MANAJEMEN DAERAH (SIMDA) BERDASARKAN MODEL DELONE DAN MCLEAN 2003 (STUDI PADA SATUAN KERJA PERANGKAT DAERAH KOTA LANGSA)

The purpose of this study was to analyze the SIMDA application using Delone and Mclean (2003) theory. The variables in the Delone and Mclean (2003) model are system quality, information quality, service quality, and intention to use in user satisfaction. The population in this study were all Regional Work Units (SKPD) in the Langsa City area of Aceh. The sampling technique of this study used non-probability sampling. Respondents who became the object of this study were the parties most responsible for the SIMDA so that 76 respondents. Data analysis using multiple linear regression with SPSS 21. The results of this study indicate that (1) system quality, information quality, service quality, and user interest simultaneously affect user satisfaction, (2) system quality partially affects user satisfaction, (3) information quality partially affects user satisfaction, (4) service quality partially affects user satisfaction, (5) user interest partially affects user satisfaction. The results indicate that the SIMDA application is quite successful.

Effect of Electronic Medical Record Quality on Nurses' Perceived Usefulness and Ease of Use.

Electronic medical records have been adopted in Korean clinical settings for a few decades. However, there is a lack of studies on the quality, usefulness, and easy use of electronic medical records examined from the perspective of nurses. This study sought the effect of the system quality, information quality, and service quality of an electronic medical record on nurses' perceived usefulness and ease of use of the electronic medical record. A total of 278 nurses from four hospitals completed a self-administered questionnaire using a 5-point Likert scale. The data were analyzed using descriptive statistics and hierarchical multiple regression methods. The results showed that the system, information, and service quality of the electronic medical records explained 36.2% of the variance in perceived usefulness ( F = 51.760, P < .001) and 43.4% of the variance in perceived ease of use ( F = 70.019, P < .001). Thus, these three qualities were significant factors predicting perceived usefulness and ease of use. The close cooperation of stakeholders including administrators, healthcare providers including nurses, and researchers involved in clinical practice will improve electronic medical record quality leading to user-friendly electronic medical record implementation. This study provided statistical interpretations to help in understanding regression analysis.

Penggunaan Metode Prototype dalam Pengembangan Aplikasi Monitoring dan Evaluasi Terhadap Renja SKPD Kab Lombok Tengah

The process of monitoring and evaluation in a government agency, especially Badan Perencanaan Pembangunan Daerah (BAPPEDA) of Lombok Tengah Regency is one of the most important things to do. The process of monitoring the implementation of work is carried out to obtain facts, data, and information in the process of achieving goals. Bappeda Lombok Tengah in the process of implementing monitoring and evaluation still uses the conventional system by collecting SKPD files on a quarterly basis which causes the process to be inefficient. Therefore the application is very necessary. The purpose of this research is to produce an application to facilitate the monitoring and evaluation of the current year's RENJA. The system design/development method used is the prototyping method. The implementation of the prototype method is carried out in 3 (three) stages, the first stage is listening to system users related to system requirements, the second stage is making prototype interfaces and the third is testing the prototype interface that has been proposed by the user. In this study, the system will be tested with usability testing in the form of a questionnaire. The test consists of 3 assessments, namely system quality, information quality and service quality. to get feedback from users. Results of System Testing using a questionnaire method involving 10 respondents reached 87% which indicates that the RENJA Information system is very suitable for use by users. With this application, Bapeda can monitor the Work Plan of each SKPD and can provide an assessment of the realization of DPA-SKPD quickly, precisely and efficiently.

The Success Analysis of Internal Audit Implementation on Electronics Through Integrated Instance Accounting System of National Data Communication Application

This study aims to determine the effect of system quality, information quality and service quality over the use and satisfaction of users and the implications for the internal audit performance electronically within the Supervisory Board of the Supreme Court of the Republic of Indonesia (Bawas MA RI). The research model used different approaches McLean and DeLone Success Model of Information Systems. This study uses primary data obtained from the collection of instruments completed questionnaires respondents as many as 39 people as the accounting systems agencies integrated data communications applications nationwide (Komdanas) The data analysis in this research through Structural Equation Modeling (SEM) procedures using a Lisrel 8.70 application. The tests performed on the quality of service there is no significant effect on user satisfaction komdanas application integrated accounting system. Seventh, the testing conducted on the use of an integrated accounting system application komdanas significant effect on the performance of the internal audit electronically. Eighth, tests performed on user satisfaction integrated accounting system application komdanas no significant effect on the performance of internal audit electronically.

Implementation of a Security System in IaaS Cloud Server through an Encrypted Blockchain

Infrastructure as a Service (IaaS) is a kind of cloud sharing service allocated to different category of application at the same time. The shared cloud services are provided through internet for computing, networking, and data storage applications. The utilization of IaaS reduces the maintenance and installation cost of physical hardware modules at the base station. The cloud service providers configure their available cloud components with respect to the suitability of the user requirements. The security protocol available in the IaaS servers are usually better than the traditional local servers. However, the IaaS servers are also open to attacks when the modules encounter misconfiguration and vulnerabilities. The work enforces an encrypted blockchain model for enhancing the quality of service in the IaaS systems on handling image data.

The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review

More and more companies have implemented chatbots on their websites to provide support to their visitors on a 24/7 basis. The new customer wants to spend less and less time and therefore expects to reach a company anytime and anywhere, regardless of time, location, and channel. This study provides insight into the influence of chatbots on customer loyalty. System quality, service quality, and information quality are crucial dimensions that a chatbot must meet to give a good customer experience. To make a chatbot more personal, companies can alter the language style. Human-like chatbots lead to greater satisfaction and trust among customers, leading to greater adoption of the chatbot. The results of this study showed that a connection between chatbots and customer loyalty is very likely. Besides, some customers suffer from the privacy paradox because of personalization. Implications of this study are discussed.

Pengukuran Keberhasilan Penggunaan Internet Banking di Bank Rakyat Indonesia Kota Denpasar

This study assesses the success of using internet banking using the DeLone &amp; McLean (D&amp;M) model with the aim of measuring the success of using internet banking technology. The research was conducted at Bank Rakyat Indonesia (BRI) Denpasar City with 150 internet banking users as respondents who were selected through accidental sampling technique. The test results show that the quality of information, the quality of information systems, the quality of service has a positive effect on the interest in using internet banking and the interest in using it has a positive effect on the net benefit. The implications of this study include two things, namely theoretical implications and practical implications, on the theoretical implications of information quality, information system quality, service quality and user interest have an effect on the net benefit or net benefits of using internet banking. The practical implication is that the high interest in using internet banking can create net benefits for customers of PT Bank Rakyat Indonesia Denpasar City.&#x0D; Keywords: D&amp;M models; Successful Use of the System; Internet Banking.

Evaluation of The Distance Learning System Success of Apparatus Training: User Satisfaction Mediation

This research aims to find out the influence of system quality and service quality of distance learning system on user satisfaction and the achievement of learning outcomes of trainees during the covid-19 pandemic era at the Financial Education and Training Agency of Makassar. In addition, the study also aims to examine how the role of user satisfaction in mediating the influence of system quality and service quality of distance learning systems on learning outcomes. This study used data obtained from respondents through questionnaires and quantitative approaches through component or variant-based of Structural Equation Modelling (SEM) techniques with Partial Least Square (PLS). The results show that in general the distance learning system has fully run well and successfully based on indicators of DeLone and McLean model. The system quality significantly has positive influence on user satisfaction, service quality significantly has positive influence on user satisfaction and user satisfaction also significantly has positive influence the learning outcomes. Meanwhile, user satisfaction can be a mediator in strengthening the influence of system quality service quality on learning outcomes. Financial Education and Training Agency of Makassar is expected to maintain and improve the quality of systems and services in the existing distance learning system in order to maintain and improve the satisfaction of trainees and learning outcomes.

Quality of accounting information systems and organizational effectiveness in an emerging country

The study aims to evaluate, the effect of the quality of Accounting Information Systems (AIS) on Organizational Effectiveness (OE), in an emerging country, particularly Automobile Companies in Sri Lanka (AC in SL). OE was the dependent variable, whereas system quality, information quality and service quality were independent variables of the study. Findings showed that the quality of AIS significantly and positively influenced OE of AC in SL. Moreover, the detailed analysis found that the overall quality of AIS and OE reached high level in AC in SL. The system quality and service quality dimensions of AIS influenced OE more than the information quality of AIS. Results of the research would be useful to Automobile Managers and Accountants.

Usability of Emergency Department Information System Based on Users' Viewpoint; a Cross-Sectional Study.

The emergency department is of special importance due to its emergency and vital services, the high volume of referrals, and the patients' physical condition. Thus, it requires a well-designed information system with no usability problems. This study aimed to evaluate the usability of the emergency department information system from users' perspectives. This was a cross-sectional study. The research setting was the emergency department of 3 hospitals. The research instrument was a 37-item questionnaire adapted from the USE and ISO Metrics questionnaires, consisting of five dimensions measuring the usefulness of the system, ease of use, ease of learning, user satisfaction, and suitability for the task. The content validity of the questionnaire was examined using the content validity ratio and content validity index, and its reliability was assessed using Cronbach's alpha (α = 0.88). Fifty questionnaires were administered in the three hospitals, and the response rate was 80%. According to the findings, 55% of the respondents were female. The highest mean scores belonged to usefulness in emergency department information system (EDIS) A, ease of use in EDIS B, ease of learning in EDIS A, user satisfaction in EDIS C, and suitability for the task in EDIS A. According to the usability evaluation criteria, ease of learning (3.66 ± 0.74), usefulness (3.53 ± 0.87), and suitability for the task (3.47 ± 0.96) received the highest scores, and the lowest scores belonged to user satisfaction (3.29 ± 1.01) and ease of use (3.12 ± 1.00). In terms of usability criteria, the emergency department information system is at a relatively good level. The usability of these systems can be further enhanced by considering the users' working needs, improving software flexibility, customizing the software, using data visualization tools, observing consistency of features and standards, and increasing the quality of information and system services.

A New Adaptive Power Control Based on LEACH Clustering Protocol for Interference Management in Cooperative D2D Systems

The cooperative device-to-device (D2D) system is becoming one of the most popular communication models in wireless 5G technology that combines the D2D system with cooperative communication to extend coverage and increase system performance. However, interference is one of the factors of decreasing service quality in cooperative D2D systems because of adjacent users/clusters and excessive power usage, which also causes interference to the receiver. Interference management, such as power control, can overcome interference problems in the cooperative D2D communication system. Therefore, this paper proposes a new form of adaptive power control (APC) based on the low-energy adaptive clustering hierarchy (LEACH) protocol for interference management systems in cooperative D2D systems that other studies have not considered. For a fair comparison, this paper also modifies the conventional fixed power control (FPC) method using the LEACH protocol and the modified fixed power control (MFPC) used in the previous study and then considers the system without power control. The simulation results show that the proposed APC can significantly reduce interference in cooperative D2D communication compared to the MFPC and without power control. Moreover, the simulation results also show that concerning the signal-to-interference and noise ratio (SINR) to the outage probability and throughput, the proposed APC performs better than the MFPC and without power control. Thus, the proposed APC can effectively reduce interference in cooperative D2D systems.

QoS-Aware Multicast for Crowdsourced 360° Live Streaming in SDN Aided NG-EPON

The IEEE 802.3ca Task Force group has recently approved the standardization of the next-generation Ethernet passive optical network (NG-EPON) to satisfy future bandwidth demands. NG-EPON architecture classifies the optical network unit (ONU) transmission to allow simultaneous Wavelength-Agile (WA-PON) transmission, which increases the network capacity (50 Gb/s) and flexibility. The recently launched 5G services and related functional standards, new capabilities, and quality of service (QoS) imposed on the optical transport network. The Peer-to-peer (P2P) based live streaming application is the most popular multimedia application in access networks, i.e., Facebook Live, YouTube Live, Twitch, and other streaming and video conferencing services are increasing, especially in global epidemics which requires a higher QoS. Hence, media-based applications require adequate infrastructure resources to meet customer demands such as high bandwidth, low latency, high quality audiovisual, live streaming, and services. Therefore, this paper proposes an SDN enhanced P2P virtual reality (VR) live video streaming application NG-EPON multicast architecture based on 5G-enabled Tactile Internet (TI) and aims to improve the QoS, QoE and provide flexible services to the end-users. Finally, we proposed an SDN-based TI-dynamic wavelength and bandwidth allocation (SD-TI-DWBA) mechanism. Simulation results show that our proposed architecture can improve the system performance and QoS metrics regarding packet delay, jitter, system throughput, and packet loss.