Service Interaction Quality Research Articles

Extension and Validation of A Novel Destination Brand Equity Model

This study develops and tests a novel destination brand equity model and compares its validity with Aaker’s brand equity model, which is popular in tourism. The data were collected in Indonesia ( n = 250) and the United Kingdom ( n = 246). The results confirm validity and hierarchical structure of the destination brand equity model. The destination brand equity model has seven dimensions: brand awareness, physical quality, service interaction quality, brand self-congruence, brand identification, destination brand trust, and destination brand loyalty. The first five brand equity dimensions exert positive influences on destination brand trust and destination brand loyalty. The findings show that the psychometric properties of the destination brand equity model outperform Aaker’s model. The study discusses theoretical and practical implications of the destination brand equity model for destination marketing and management.

Evaluasi Kualitas Website Layanan E-Government Disdukcapil Kabupaten Kotawaringin Timur Menggunakan Metode Webqual 4.0

E-government is the government's performance to support service and administrative processes in disseminating information to the public to be more efficient and effective. The service website for the Population and Civil Registration Service is an e-government website located in East Kotawaringin with the address https://disdukcapil.kotimkab.go.id/. The website has been developed in 2022 and has not yet been evaluated. To meet the quality requirements of high-quality websites with usability, information and quality of service. In the evaluation process, the researcher employed the Webqual 4.0 method which has three dimensions of measuring website quality including usability, information quality, and service interaction quality. The research was conducted by distributing questionnaires using purposive sampling technique to the users who had used the website of the Department of Population and Civil Registration, and the study involved 100 respondents. The research could be concluded partially with a significant level of test results less than 0.05 so that the independent variable had an influence on the dependent variable. The results of the study showed that there were two dimensions that had a positive and significant effect on the users’ satisfaction, namely the quality of usability with a significant value of 0.001 < 0.05 and Tcount > Ttable (3.343 > 1.98498) and service quality with a significant value of 0.000 < 0.05 and Tcount > T table (8.410 > 1.98498), while the dimension that did not have a positive and significant effect on the users’ satisfaction was the quality of information with a significant value of 0.606 > 0.05 and Tcount < T table (0.517 < 1.98498).

Validitas Modul Pembelajaran Berbasis Instagram Pada Materi Zat Adiktif Kelas VIII di MTsN 16 Tanah Datar

This research is motivated by the incompatibility of teaching materials developed by teachers in schools with the characteristics of students. There are a number of reasons for the discrepancy, for example, environment, geography, culture, and others. For this reason, self-developed teaching materials can be adapted to the characteristics of students as targets. Furthermore, the development of teaching materials must be able to answer or solve problems or difficulties in learning. There are a number of learning materials that are often difficult for students to understand or teachers find it difficult to explain. These difficulties may occur because the material is abstract, complicated, foreign, and so on. In addition, biology learning at MTsN 16 Tanah Datar has not yet fully implemented the 2013 curriculum, namely the student center, most teachers still apply the teacher center method, not only science learning, other subject teachers also still apply the same method. This is also due to the lack of new innovations or creative ideas to implement a learning activity in the classroom. Based on the above background, the author conducted a study to find a solution to this problem, namely by developing a biology learning module assisted by Instagram social media on addictive substances for class VIII at MTsN 16 Tanah Datar. This research is a development research using a 4-D development model. The development stage using the 4-D model has four stages, namely the definition stage, the design stage, the development stage, and the dissemination stage. However, in this study, the authors carried out to the development stage (develop). The instrument used in this study was a validation test sheet. Data analysis used descriptive analysis. Based on the research that has been done, a product is produced in the form of an Instragam-Based Learning Module. The results of the validation of the module obtained an average value of 85.15% which was categorized as very valid from the aspects of content feasibility, language use, presentation components, graphic components, instagram components, instagram information quality, service interaction quality. And the Instragam-Based Learning Module has been used for learning.

Analisis Kualitas Website E-Learning Universitas dengan Metode WebQual 4.0 dan Importance Performance Analysis

E-learning services are currently needed to support learning activities. Since the coronavirus pandemic, the existence of e-learning is very important for online learning activities. This e-learning service is to facilitate for college who must be learned from home. This makes e-learning need to be measured its effectiveness. The purpose of this research is to analyze the quality of the e-learning website at University using the WebQual 4.0 and the Importance Performance Analysis to find out the gaps and what parts should be prioritized for improvement for better e-learning quality. The variables used are usability, information quality, and service interaction quality. The results of this research are based on the achievement value, the quality of usability variable is 80% (very good), information quality is 80% (very good) and service interaction is 79% (good). Gap analysis produces an overall gap value of (- 0.30) which means that the quality of e-learning is not in accordance with user expectations. From quadrant analysis, it is found that the indicators regarding interaction with the website are obvious and easy to understand, the website appearance is attractive, and security of user's private information is included in quadrant I, which means that these indicators are the first priority for improvement of the e-learning website of University.

Tourist Loyalty Model in Local Culinary Selection in the Era of the Covid 19 Pandemic in Palembang City

Purpose –Local food and tourism are the main components that determine tourist behavior. Key attributes of local food such as taste, quality, appearance, environment and employee behavior may vary from country to country. Local food plays an important role in determining the overall tourist experience of the destination.The purpose of this research is to develop a conceptual model to determine the loyalty of tourists in choosing local culinary. Methodology/approach –The population of this research is tourists who come to culinary tourism destinations in Palembang City at the time the survey was conducted. Convenience sampling method was used to determine the research sample. The sample in this study were 168 respondents. On researchdata analysis technique using SEM AMOS. Findings –This study explains that the quality of personal interaction and service quality have a positive and significant effect on tourist satisfaction. Tourist satisfaction has a positive and significant effect on tourist loyalty. Novelty/value –BBased on a review of various literatures related to this study, there has been no research in the field of tourism marketing that integrates the concepts of food quality, personal interaction quality, environmental quality, perceived value and service quality that were developed together to measure tourist satisfaction and the concept of tourist satisfaction. to measure tourist loyalty.

PENGARUH KUALITAS WEBSITE “PEJABAT PENGELOLA INFORMASI DAN DOKUMENTASI (PPID)” TERHADAP KEPUASAN PENGGUNA DI DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN PEMALANG

In the current era of globalization, the use of information technology is very much needed by the community, In Indonesia, including in Pemalang Regency, the delivery of information from the government to the community is one of them by utilizing the Information Management and Documentation Officer (PPID) website which has the function of providing information from various Regional Apparatus Organizations (PPID). OPD) which can be downloaded by the public.
 This study aims to determine the benefits of the PPID website as measured by the influence of the quality of the PPID website on website user satisfaction. With the PPID website, it is necessary to do research on the quality of the website. In this study, website quality analysis was carried out using the Webqual 4.0 model according to Barnes and Vidnes (2003) with three variables namely usability quality, information quality, and service interaction quality which will be tested for the effect of website user satisfaction according to the user satisfaction theory by Doll and Torkzadeh (Dasgupta 2014). This study uses a quantitative method by taking a population from a list of information downloaders through the PPID website in Pemalang Regency with a sample of 40 downloaders and collecting data using an online questionnaire and from the results of documents collected by the author based on data taken from the Communication and Information Office of Pemalang Regency. The results of the questionnaire were processed using SPSS version 21. Data analysis used multiple linear regression analysis.
 Based on the results of the analysis, the conclusions that can be drawn are that the quality of usability, the quality of information, and the quality of service interactions have a simultaneous effect on the satisfaction of PPID website users. However, partially the quality of usability and the quality of information have no significant effect on the satisfaction of PPID website users. Partially, only the quality of service interaction affects the satisfaction of PPID website users.

Service Performance Evaluation of ITS Library Institution Repository Website

The ITS library as a unit that supports the ITS industrial revolution 4.0 strategy must make improvements to the application of information technology services to users. The ITS library repository website as a portal for storing scientific works of the ITS academic community is one of the information technology services that is often used by the ITS academic community (siva), but there has been no development for more than 5 years. For this reason, it is necessary to research evaluating the service quality of the ITS library repository website using webqual 4.0, which includes 3 (three) dimensions, namely: usability, information quality, and service interaction quality. The method used is a survey of distributing questionnaires to ITS final semester students who use the repository's independent upload service. As many as 100 students use the repository's independent upload service, then an IPA analysis (importance performance analysis) is carried out to determine the level of user satisfaction. The measurement results of the evaluation of the ITS Library repository website show a gap of -0.7, meaning that user satisfaction with the ITS Library repository website has not yet been achieved, while the IPA matrix diagram shows 2 (two) service indicators that are prioritized for quality improvement, namely interaction with the ITS repository website, which is safe from viruses and hackers when accessed via a PC or smartphone, and a quick search menu (title, author, supervisor, department) that gives inaccurate search results.

ANALYZING CUSTOMERS’ SATISFACTION ON FACILITY MANAGEMENT SYSTEM (FMS) USING WEBQUAL 4.0: A CASE STUDY

Propertek Facility Management System is a website-based ERP, which is used as a dashboard and is systematically integrated with an application called Many Option. Currently the Property Management Facility Management System has been used in 3 apartments, namely The Pakubuwono Residence, Gading Icon Apartment, and Kubikahomy. This apartment has a total of 2,578 tenants to date. Based on this data, the quality of applications used by tenants must be measured based on user satisfaction. This study aims to determine whether the variables in the Webqual 4.0 measurement method, namely usability, information quality, and service interaction quality, can affect the level of user satisfaction of the Propertek Facility Management System website. The research method used is a quantitative research method, quantitative data is a research method based on positivistic (concrete data), research data in the form of numbers to be measured using statistics as a test calculation tool, related to the problem under study to produce a conclusion. In this study, the quality of the Property Management Facility Management System was measured using the WebQual 4.0 method. WebQual 4.0 is a method of measuring website quality based on end user perceptions. Webqual 4.0 was compiled based on research on three areas or dimensions, namely Usability, Information Quality, and Service Interaction. The results of measuring website quality using the WebQual 4.0 method are expected to be information for the development team to find out system weaknesses, as well as become a reference and benchmark for improving system quality.

Analysis of Students' Satisfaction Level on iLearn Quality during COVID-19 Pandemic with WebQual 4.0 and PLS-SEM

Andalas University implements a Learning Management System (LMS) named iLearn as an online learning facility to carry out the learning process during the COVID-19 pandemic. This research analyzes the influence of iLearn quality on students' satisfaction levels. iLearn quality is measured by WebQual 4.0 instrument, which consists of three variables, i.e. Usability, Information Quality, and Service Interaction Quality. To analyze the relationship between the WebQual 4.0 variables and students' satisfaction, we used Partial Least Squares - Structural Equation Modeling (PLS-SEM) method. The research sample is 100 students of the Mathematics Department of Andalas University who were enrolled in iLearn. Based on data analysis, the structural equation model for the students' satisfaction level is obtained. From the model, the variables that significantly affect the Student Satisfaction Level are Usability and Service Interaction Quality, with a P-value of 0.001. In contrast, the Information Quality has a low significance in influencing students' satisfaction levels in iLearn quality with a P-value of 0.420. Improvements on iLearn quality can be made by reviewing these measured indicators.

WEBSITE QUALITY MEASUREMENT OF DIPA MAKASSAR UNIVERSITY

Since the implementation of the Dipa Makassar University website, there has never been a measurement of the quality of the website so that the success of the service is not yet known. This study was conducted to measure the service quality of the Dipa Makassar University website with the aim of knowing the success rate of website services seen from the compatibility between the perceptions and expectations of students as website users. WebQual and Importance Performance Analysis (IPA) methods are used in this study. The results of the study prove that there is a gap between students' perceptions and expectations on each website quality dimension, where the perceived value is smaller than the student's expectations. The smallest gap lies in the quality of service interactions with a conformity level of 87.56% which indicates that website services are quite successful in the quality of service interactions. The biggest gap lies in the quality of information with a conformity level of 68.80% which indicates that website services have not met student expectations, especially the quality of information.

Analisa Kualitas Layanan Website Gofeeder Terhadap Kepuasan Mahasiswa STAH Dharma Nusantara Jakarta dengan Metode Webqual

Gofeeder website as a means of academic information used in STAH Dharma Nusantara Jakarta, currently the utilization of the website has not been maximally carried out by STAH DNJ students, but has begun to be effective within four years. Obstacles that are often experienced by students have difficulty in logging in to customize the website, payments that are still manual have not been integrated with the Virtual Account and not yet the maximum function of the website service. For this reason, researchers analyzed student satisfaction as users of Gofeeder website services on website quality by using the webqual 4.0 method which focuses on 3 dimensions of webqual 4.0, namely Usability, Information Quality and Interaction Service Quality, to measure user satisfaction. The study used a statement instrument based on webqual dimension 4.0, using questionnaires shared with 65 respondents taken based on simple random sampling from a population of 157 active college students. Data processing uses SPSS version 26. The results of the F test stated that the common influence of 3 dimensions of Usability, Information Quality, Interaction Service Quality on user satisfaction, with a P-Value or significance value of 0.000, meaning a probability value of < 0.05. The result of the test t showed the variable Usability had no significant effect on user satisfaction, with a p-value of 0.405 (probability value > 0.05), the variable that affected was the quality of information (value of information). p-value 0.002), and interaction service quality (p-value 0.000). The results of the determination coefiesien test showed the effect of 3 dimensions of webqual 4.0 on user satisfaction (user satisfaction) of 86.10%, and the remaining 13.90% was influenced by other factors not used in this study

뉴 패러다임에 대비한 서비스 품질 모형의 개발과 적용: KS-SQI 3.0 모형을 중심으로

The current research proposes a restructured model of the Korean representative measurement of service quality, KS-SQI 3.0. As social values have become an important theme for corporate sustainability in management, companies are being asked to fulfill their social responsibilities and corporate citizenship. In addition, service quality is an essential factor for the success of companies not only in service industries but also in manufacturing industries. KS-SQI 3.0 reflects these issues and consists of four quality dimensions: service outcome quality, service interaction quality, service environment quality, and social quality. By analyzing responses from customers of convenience stores(N=900) and mobile communication services(N=900), the present research tests the reliability and validity of KS-SQI 3.0 and causal relationships between service quality and its consequences. The results of confirmatory factor analysis revealed that the structure of service quality composed of four dimensions with eight sub-dimensions is satisfactory in terms of goodness-of-fit and reliability. Tests for causality by structural equation modeling indicate that service quality affects overall service quality and subsequently customer satisfaction, which, in turn, influences customer loyalty and happiness. The current research provides theoretical and managerial insights and directions for future research on applications of KS-SQI 3.0.

Marine Cleaning Mutualism Defies Standard Logic of Supply and Demand.

AbstractSupply and demand affect the values of goods exchanged in cooperative trades. Studies of humans and other species typically describe the standard scenario that an increase in demand leads to a higher price. Here, we challenge the generality of that logic with empirical data and a theoretical model. In our study system, "client" fishes visit cleaner wrasse (Labroides dimidiatus) to have ectoparasites removed, but cleaners prefer client mucus, which constitutes "cheating." We removed 31 of 65 preselected cleaners from a large isolated reef patch. We compared cleaner-client interactions at the reef and a control reef before removal and 4 weeks after removal. Cleaner fish from the experimental treatment site interacted more frequently with large clients (typically visitors with access to alternative cleaning stations), but we did not observe any changes in service quality measures. A game-theoretic analysis revealed that interaction duration and service quality might increase, decrease, or remain unchanged depending on the precise relationships between key parameters, such as the marginal benefits of cheating as a function of satiation or the likelihood of clients responding to cheating as a function of market conditions. The analyses show that the principle of diminishing return may affect exchanges in ways not predicted by supply-to-demand ratios.

Evaluasi Kualitas Website Menggunakan Webqual 4.0 (Studi Kasus: Sistem Informasi Kebencanaan Kabupaten Boyolali)

This study aimed to measure the quality of the Disaster Mitigation Information System (Sikabi) belonging to the Regional Disaster Management Authority of Boyolali Regency. Quality tests are carried out to determine the quality and functionality of the system that functions optimally and can display accurate, easily accessible, and useful information for disaster mitigation in the region. The results of the study are useful for providing feedback to information system developers regarding the quality of the website usability aspect, the quality of the information presented, and the quality of the interactions provided as well as the user satisfaction at accessing the Disaster Information System website. This study uses the Webqual 4.0 method which has 4 assessment variables, namely in terms of usability (information quality), interaction service (interaction quality), and user satisfaction while accessing the website (overall impression). From the research results, the information quality variable has a sig value. 0,000 <0,05 which indicates that there is an influence of information quality on user satisfaction in using the Sikabi website. Therefore, we recommend improving the quality of the information displayed on the Sikabi website page.

Systematic literature review on university website quality

Website is a necessity for organizations to enable users worldwide to access their information and gain a competitive edge over others. The diversity of websites makes assessing website quality a difficult task. The aim of this paper is to identify the issues faced in the quality evaluation of university websites, the models and the factors used for evaluating university website quality. Systematic literature review was used to identify and synthesize related scholarly research papers. Findings show that there is a lack of study on university website quality compared to business websites; website designers did not have the appropriate knowledge on the interface design; and the website quality evaluation is complex since there is no specific evaluation model. Webqual 4.0 model was used to evaluate the quality of universities' websites. From 24 studies, initially 79 quality factors were extracted. After performing comparison, filtration and memoing, six quality factors were identified: information quality, specific content, usability, web appearance, service interaction quality, and functionality. This study makes a useful contribution in developing university website quality model by extending the Webqual 4.0 model.

Evaluation of Abulyatama University Website Quality With an Importance Performance Analysis (IPA) Approach Based on Webqual 4.0

The website plays an important role in academic activities such as filling out the Study Plan Card (KRS) and academic schedules. The Abulyatama University website also serves to convey the information needed by students from the university. Given the importance of the role of the Abulyatama University website, it is necessary to carry out an evaluation, especially to find out how the quality of the website is, evaluating the quality of the Abulyatama University website by using an Importance Performance Analysis (IPA) approach based on WebQual 4.0. The author will apply the Webqual 4.0 method to find out the difference (gap) between actual perceptions and ideal user expectations as measured by the dimensions of information quality, service interaction quality, user interface quality, and usability). Each of these variables will be used to define the purpose of the assessment of a questionnaire on the object of the questionnaire. Based on the research that has been done, several conclusions have been drawn, namely; the results of the analysis of the average value of the level of expectation or importance for the average value of usability on the Abulyatama University website is 3.68, information quality is 3.70, and on service, interaction is the result of an analysis of the level of importance and level of performance, the things that are prioritized for improvement are in quadrant I. quadrant I show the attributes that are considered important by students, but the website manager of Abulyatama University has not provided it optimally or well to students. These attributes are the display according to the type of website (U1), providing reliable information (IQ1), providing fairly detailed information (IQ4), and providing relevant information on the existence of a community atmosphere (SIQ4), and (SQI4), ease of attracting interest and attention (SIQ5), and ease of communication (SIQ6). From these attributes, the manager of the Abulyatama University website must pay attention to so that consumers feel more satisfied and loyal in accessing the information on the Abulyatama University website.

Analisis Kualitas Layanan Website Pada Universitas Terbuka Palembang Menggunakan Metode Webqual 4.0 Dan Importance Performance Analysis (IPA)

Website is a medium that is currently widely used as a tool to provide services and information. Palembang Open University is one of the universities that uses the website as a means to provide information related to academic activities to its students. To determine the quality of a website, it is necessary to analyze the measurement of website quality based on user perceptions. The purpose of this Analysis is used to determine the indicators that affect the quality of website services based on the instrument used from the webqual 4.0 method which consists of 3 variables, namely usability, information quality, and service interaction quality. Then the analytical technique used is importance performance Analysis (IPA) which will provide an overview of the indicators that need improvement or need to be maintained. The data collection technique in this study used a questionnaire with a research sample of 100 respondents. The results of the Analysis of the quality of website services at the Open University of Palembang have a suitability level of 99.99% or <100%. While the results of the average value of the gap (GAP) have a value of -0.01 which means that the quality of website performance has not fully met user expectations. Then the results of the Analysis of the IPA quadrant that need improvement because this quadrant has a low level of performance, so it can affect the level of interest of users to rely on these indicators, namely in the first priority quadrant which is indicator number 14 detailed information, indicator number 15 information in a format that according to indicator number 17 the website is safe from viruses.

Perancangan Sistem Informasi Evaluasi Kinerja Guru Berbasis Website Menggunakan Soft System Methodology (SSM) (Studi Kasus di SMK Taruna Tama Getasan)

Performance assessment system is a reference of school to determine the performance quality of a teacher that also a reference to determine their career development and career promotion. The teacher has to improve their skills and ability to apply the competence to improve the quality of the learning process. The expansion of performance assessment information system in SMK Taruna Tama Getasan Salatiga will help the assessor to make performance assessment report because the previous method they used conventional system that hinder the process of the rating like a difficult calculation and take so much time. This system use Soft System Methodology (SSM) by using structured approach to understand some issues, build conceptual mode, get eligibility and the implementation. System testing use Webqual 4.0 and using 3 (three) instruments are Usability Quality, Information Quality and Service Interaction Quality. By using 122 that processed by SPSS software which testing the validity test, reliability and linear regression correlation. From the test result that the website of performance assessment system are having a good quality based on Usability Quality, Information Quality and Service Interaction Quality.

Access to Care, Reporting Behaviors, and Quality of Athletic Training Service Interactions for Reserve Officers' Training Corps cadets

Purpose: Reserve Officers’ Training Corps (ROTC) programs prepare student-civilians to become leaders through strenuous physical and leadership training. Unlike their student-athlete counterparts who have direct access to athletic training services, ROTC cadets may or may not have a healthcare provider available. The purpose of this study was to examine the access to care and reporting behaviors of ROTC cadets with a secondary aim exploring the quality of healthcare service interactions relative to patient-centered care. Methods: An online survey assessed access to care using a self-report tool on the type of medical providers available to the ROTC cadets (n=132, age=20±3 y) dispersed between the Army, Navy, Air Force, and Marines, and their illness/injury history and reporting behaviors. The participants who sought care for an injury/illness also completed the Consultation and Relational Empathy tool to measure the level of patient-centered care by the healthcare provider with follow-up analysis using the Consultation Care Measure tool for all athletic training service interactions. Data were analyzed using descriptive statistics. Results: ROTC cadets reported access to 2±1 healthcare providers including a designated civilian physician (26.5%), athletic trainer (23.5%), and ROTC peer first responder (14.4%). However, 50.8% of respondents stated they were unsure what healthcare providers were available. In total, 22.7% of cadets reported being injured and 26.5% reported being sick/ill while participating in ROTC activities. Of those who stated they had sustained an injury during ROTC, 59.9% seldomly or never reported their injury. The ROTC cadets who sought healthcare expressed they were satisfied with their injury (35.96±10.60) and illness (35.48±13.10) treatment from a patient-centered viewpoint. Conclusions: The ROTC cadets reported a general unfamiliarity with the healthcare providers available to them. Despite the reporting behaviors, the cadets reported being satisfied with the care they received.

Website Work Quality Assessment to Improve Webometrics Rank on the Website of https://uin-suka.ac.id/

UIN Sunan Kalijaga is one of the State Islamic Universities that applies website media as a medium to provide information to users both for the academic community and the general public who want to know information related to information about campus, one of which is news information, registration, announcements and so on. The strength of the website becomes a measuring tool in determining rankings in Webometrics. The purpose of ranking or webometrics (https://www.webometrics.info/) is to promote the publication of the website. Supports Open Access, electronic access to scientific publications and other academic materials. This article tries to explain the website visibility of UIN Sunan Kalijaga Yogyakarta as an effort to increase webometrics ranking. This study uses a qualitative approach with a descriptive type, by analyzing information sources, website structure and technology with bibliometric and infometric approaches used by the website of UIN Sunan Kalijaga Yogyakarta. The results of the analysis obtained by measuring the usability element, the uin-suka.ac.id website shows the uin-suka.ac.id website looks quite "friendly" to use on mobile phones or smartphones that access the uin-suka.ac website. en. Analysis of Information Quality shows that the uin-suka.ac.id website does not yet have good backlinks. The quality of service interactions perceived by users of the uin-suka.ac.id website does not appear to have produced a good enough impression in their trust and empathy activities in the access process, such as in terms of transactions and information security, message delivery, personalization and communication activities.