Technology-based Services Research Articles

IT Services Quality Measurement Using IT SERVQUAL at University X

Information technology plays a major role to enhance service activities in organizations as well as in higher educational institutions / universities. A special unit (Sisfo) at University X is dedicated to handles daily technology-based services. Every year the performance of the unit is evaluated to increase customer satisfaction and yet the result is contradictory. Using balanced scorecard, the result showed that the unit's performance is in a good category, but when it comes to the satisfaction questionnaire the result said otherwise. This puzzling result due to not so appropriate tools of measurement for the unit’ services.
 This study conducted performance measurement using IT SERVQUAL to tap the perceived service and expected service of the Sisfo Unit’, form the eyes of the students as the largest customers, on the 6 dimensions: tangibles, responsiveness, reliability, assurance, emphaty and usability. Service dimensions that require immediate action are physical facilities such as hardware and software that are up to date, and processes related to academic activities such as failure to enter into a system, card recording errors, and students’ presence list errors.
 Keywords— IT SERVQUAL, performance measurement, satisfaction, services

The role of technology-based services in establishing brand equity within the private hospitals sector in Kuwait

This study aims to explore the role of technology-based services in establishing brand equity within the private hospitals sector in Kuwait. A survey is designed based on dimensions that include ease of use, e-responsiveness, e-scape, security, and customization. E-responsiveness and security had strong and direct influence on brand equity; whereas, ease of use, e-escape, and customization had no significant positive impact on the brand equity. The proposed model of relationship between e-service quality and brand equity has the potential to help hospital managers to establish their brand equity through managing the level of their online services.

Analisis business model canvas pada perpustakaan Institut Bisnis dan Informatika Stikom Surabaya dalam meningkatkan kualitas perguruan tinggi

Introduction. This study aims to analyze the business model canvas by the Library of Stikom Surabaya by using nine elements. They are customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partnerships, dan cost structure.Data Collection Method. The study used qualitative descriptive perspective to examine factual information and emerging practices in the field.Results and Discussions. Students, staff and community should be able to leverage the library services. The value offered was technology-based services and visitor convenience. Channels provided were the library website, email, social media. Customer relationships were built through personal assistance and self service. The key resources were human, technology and facilities. The key activities were learning commons. The key partnerships were internal and external partners. Conclusions. The Library is committed to realising its vision as a superior information center by providing a complete and fast information and communication channel in accordance with technological developments and customer needs.

IMPLEMENTASI METODE MULTINOMIAL NAÏVE BAYES CLASSIFIER UNTUK ANALISIS SENTIMEN

GO-JEK is an information technology-based service consisting of 3 main services, namely GO-JEK, GO-LIFE, and GO-PAY. As time goes by, customer complaints arise about the lack of satisfaction with GO-JEK services. One measure of GO-JEK customer service satisfaction can be acknowledged by way of analyzing sentiments on the data of public opinion twett submitted on the twitter official account, @gojekindonesia. In this research, sentiment analysis was carried out using the Naïve Bayes Classifier learning algorithm. The number of data twitts used is 9987. The twit data is labeled according to the class which includes positive, negative and neutral classes. Then the next process is data preprocessing consisting of cleansing, tokenization, filtering, stemming, and stopword removal. The evaluation method using 10-fold cross validation with the results obtained is precision value of 80%, recall of 80%, f1-score of 80%, maximum accuracy of 82% and average accuracy of 79%.

The role of customer readiness and participation in non-technology-based service delivery

PurposeThis study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?Design/methodology/approachUsing a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.FindingsThe results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.Research limitations/implicationsSome limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.Practical implicationsEffective customer participation in service delivery can, and should, benefit from boosting customer readiness.Originality/valueThis research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.

PENGARUH FAKTOR DEMOGRAFIS PADA ADOPSI LAYANAN BERBASIS TEKNOLOGI PADA PERBANKAN SYARIAH

Mobile phone and internet users in Indonesia continues to grow rapidly. It utilized by the bank to provide technology-based services, so that customers can trade without restriction of place and time. However, like other technologies, customers require adjustment for the adoption of such technology-based services. One of the factors that affect the adoption of technology-based service is the customer demographics.This study investigates the demographic effects of the adoption of mobile banking and internet banking. Data collected in the form of a survey of 44 respondents in Jakarta conducted in March 2015. The uniqueness of the study lies in the analysis that weighed between users on a technology-based service Islamic bank with conventional banks.The results showed demographic characteristics banking customers that use technology-based service in Islamic banks so that it can be followed up to the target or marketing communications.Keywords: Mobile Banking, Internet Banking, Sharia Bank, Technology Adaptation, Marketing, Demographic.

ANP와 DEA window 분석을 이용한 중요 기술기반 서비스 파악 방법

ANP와 DEA window 분석을 이용한 중요 기술기반 서비스 파악 방법

Use of smart phone apps in co-creative hotel service innovation: an evidence from India

ABSTRACTThis research primarily examines the customer perspective in service innovation in the context of hotel co-creation. Further, present research proposes an extended basic model of technology adoption i.e. technology-based service (TBS) by analysing the impact of customer involvement, need for interaction and degree of co-creation on adoption intention between the hotel guests with the use of smart phone apps. The consequent effect of degree of co-creation on customer satisfaction is also examined. In this study, data were collected from 230 respondents, who were hotel guests in India. Survey method was used to obtain data. Data analysis was done with structure equation modelling (SEM). We find that consumer innovativeness positively and significantly has an effect on customer involvement. The results further reveal that among all antecedents of adoption intention (customer involvement, degree of co-creation and need for interaction), degree of co-creation bears the strongest influence on it and significantly affects customer satisfaction. Additionally, this study found that the degree of co-creation acts as a partial mediator between customer innovativeness and its two outcomes (adoption intention and customer satisfaction). The results will guide hotel managers about the technology adoption for customer co-creative innovation in hotel services.

Advances in Mobile Mental Health: Opportunities and Implications for the Spectrum of E-Mental Health Services.

Reprinted with permission from mHealth (2017), 3:34.

Determinant Factors in Adopting Mobile Technology-based Services by Academic Librarians

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>Nowadays, mobile technology seems to become integral part of our life. People with different careers have </span><span>begun to use it in their jobs. This research aims to identify influential factors in mobile technology adoption at library </span><span>context. To this end, a conceptual model was presented based on an integrated model of technology acceptance model (TAM) and technology organisation and environment (TOE) model. A researcher-made questionnaire was distributed among 120 academic librarians. Seven Factor out of the integrated model of TAM and TOE were chosen </span><span>to investigate their influence on mobile technology adoption. The results of the study suggest that the proposed model (integrated model of TAM and TOE) is a favourable one to identify the influential factors in mobile technology </span><span>adoption at library context. In addition, regression analysis indicated that out of these seven factor, perceived ease of use, perceived usefulness, compatibility, relative advantage and organisational competency are determinant factors in adopting mobile technology-based library services among academic librarians. </span></p></div></div></div>

ERADICATION OF WILD LEVELS IN PUBLIC SERVICES IN BANDUNG CLASS I ROUTINE

Illegal levies have been ingrained in the correctional ranks that exist throughout Indonesia. This has become a bad precedent for socialization in the community. With this, it is necessary to improve the integrity and transparent public service system that is provided to service recipient communities to improve public trust in correctional services in prisons and detention centers in Indonesia. Services that can be provided to service recipient communities are services that can be seen directly from the results and transparency in realizing excellent service and quality. Services that are a complaint against indications of illegal levies in prisons and detention are services to visits (bezel), remission proposals, assimilation, conditional leave, free explanatory leave, paid release, and the provision of other services needed by the community and prisoners. 
 To get information that is as clear as possible, this study uses descriptive qualitative research methods by measuring the behavior of officers, prisoners, and prisoners. The research uses in-depth interview methods to visitors (bezel), to prisoners and prisoners as data sampling and direct observation in the Class I Prison in Bandung to find out the actual conditions in the research locus. 
 The results of the study indicate the need for strengthening commitment with all levels of officials and officers in the Bandung Klas I Prison in eradicating illegal levies in providing services, increasing commitment and integrity in services, providing Information technology-based services and strict supervision of the giving of prisoners' rights. Realizing principles and regulations are necessary to provide guidance and training for all Klas I Bandung detention officers to strengthen Integrity in the implementation of tasks. With training and education can provide strength and insight for officers to be able to build integrity and commitment to good service in prison.

The Promise of Technology-Based Services for Addiction Treatment Clients Residing in Nonurban Areas.

The Promise of Technology-Based Services for Addiction Treatment Clients Residing in Nonurban Areas.

Measuring customer perceptions of restaurant innovativeness: Developing and validating a scale

The primary purpose of the study is to identify customer perceptions of restaurant innovativeness (CPRI), and accordingly develop a multidimensional scale for measuring the concept. Development and validation of this scale followed a rigid procedure with three component studies. Study 1 analyzed qualitative data from 47 written interviews using NVivo. In Study 2, exploratory factor analysis (n = 1465) purified and refined the scale generated in Study 1. Study 3 (n = 514), using confirmatory factor analysis, provided empirical support for validating the 17 item-scale for CPRI. The model with one second-order factor (CPRI) and its four corresponding first-order factors (menu, technology-based service, experiential, and promotional innovativeness) gained support. The current study illuminates the procedure for developing a complete scale for future hospitality research. Presumably, the CPRI scale can become a benchmark for practitioners’ evaluation of the effectiveness of strategies for innovativeness.

Antecedents of co-creation intention and their role in developing technology-based new services via customer involvement: a conceptual analysis

Although many companies are using technology-based services (TBS) to support service innovation, academic research on involving customers for co-creating new services is very limited. Companies find it challenging to develop co-creation intention among customers during service innovation practices, as they vary from one to other based on their characteristics and depending upon situational factors. In this study, we try to explore the constructs related to customer characteristics and situational factors that are highly pertinent to co-creative service innovation in TBS research to show their relational linkages with the help of propositions and a conceptual framework. The findings conceptualise relevant traditional and contemporary issues of cocreative service innovation in TBS literature and explore the significance of relationships between antecedents such as personal innovativeness and trust with the outcome-customers' co-creation intention. Future research may undertake empirical approach to validate or revise the propositions presented in this conceptual paper.

Fintech Indonesia User Legal Protection in Balance Borrowing Money Based on Information Technology

The growth of FinTech companies in Indonesia is very rapid, currently, there are 142 FinTech Companies in Indonesia. The Financial Services Authority (OJK) continues to encourage the development of information technology-based financial service provider company (FinTech). OJK considers that the more number of FinTech companies, the better it would be. It is important to pay attention to legal protection for FinTech Users, because lending and borrowing services-based information technology has the potential to cause harm to FinTech users, besides being done online, the lender and recipient of the loan do not know each other, and there is no collateral in information technology-based lending and borrowing services. This paper discusses the legal protection of FinTech Users in information technology-based lending and borrowing services, and settlement of dispute in the event of a dispute between FinTech Companies and FinTech Indonesia Users. Legal protection for FinTech Users is provided in agreements made between FinTech Indonesia Companies and FinTech Users and law enforcement OJK Regulation No. 77/POJK.01/2016 The settlement of disputes by complaining to the FinTech Company, to the Financial Services Authority (OJK) or claiming through the General Court.

Bringing upcoming technologies to a service life: Assessing required provider and customer capabilities

New technologies such as blockchain are predicted to enable new service offers and ways to conduct service operations. While the technological possibilities have been explored intensively, the adoption rate among many service companies is still slow based on current technology adoption observations. An important reason for the slow adoption is missing capabilities among service companies and customers. We develop a theoretical framework that is embedded within the customer-dominant logic and recognises that many technology-based services also require specific competencies from customers in order to use them effectively. The framework explains which organisational capabilities are required to successfully explore and exploit new technologies, and also includes the capabilities required of customers to effectively use the new services. The paper aims at making a theoretically-grounded and practical contribution to understanding of which capabilities are required to allow organisations to explore and exploit new technologies.

Antecedents of co-creation intention and their role in developing technology-based new services via customer involvement: a conceptual analysis

Antecedents of co-creation intention and their role in developing technology-based new services via customer involvement: a conceptual analysis

Indonesian Stock Prediction using Support Vector Machine (SVM)

This project is part of developing software to provide predictive information technology-based services artificial intelligence (Machine Intelligence) or Machine Learning that will be utilized in the money market community. The prediction method used in this early stages uses the combination of Gaussian Mixture Model and Support Vector Machine with Python programming. The system predicts the price of Astra International (stock code: ASII.JK) stock data. The data used was taken during 17 yr period of January 2000 until September 2017. Some data was used for training/modeling (80 % of data) and the remainder (20 %) was used for testing. An integrated model comprising Gaussian Mixture Model and Support Vector Machine system has been tested to predict stock market of ASII.JK for l d in advance. This model has been compared with the Market Cummulative Return. From the results, it is depicts that the Gaussian Mixture Model-Support Vector Machine based stock predicted model, offers significant improvement over the compared models resulting sharpe ratio of 3.22.

Managing organisational knowledge through recruitment: searching and selecting embodied competencies

PurposeThe creation of customized, technology-based services is highly dependent on experience-based knowledge embodied in individual expert employees. Therefore, knowledge upgrading through recruitment is fundamental to advanced services firms. Paying particular attention to the role of pre-existing knowledge bases and organisational contexts, this paper aims to investigate how software services firms search and select new employees. By doing so, it addresses an underdeveloped part of the human resource management (HRM) literature that concerns the relationship between recruitment and organisational learning.Design/methodology/approachThe analysis uses qualitative data gathered through semi-structured interviews with HR managers and executives in 12 software firms located in the Norwegian capital, and supplementary information from technologists’ CVs. The firms are strategically chosen to support conceptual development and to allow theoretical generalizations that have relevance for practitioners, and for future research.FindingsThe findings point to a challenging tension associated with the need to create stable individual knowledge linkages internally in consultancy-based business environments where technologists tend to develop their careers through external labour market mobility.Practical implicationsMangers should reflect upon the balance between external and internal competence investments. The creation of an organisational labour market represents one way of co-investing in integrative capabilities and thus of avoiding over-dependency on external sources of knowledge.Originality/valueThe study provides a conceptual model linking recruitment to organisational learning, and emphasises the importance of knowledge management functions at the intersection between external labour markets and the internal organisation.

Do Mobile Phone Service Consumers in the US Have Media Preference as Their Source of Information on Competing Mobile Phone Service Plans?

ABSTRACTWhen communicating product-related information to consumers, companies must often choose among different media types. Understanding how consumers seek media as their source of information when making purchase decisions is highly important for marketers to optimize their media-selection decisions and achieve maximum communication results. However, an extensive review of the literature indicates that little is known about the advertising media preferences of consumers of technology-based services. This research examines the media preferences of mobile phone service consumers in the United States as their source of information regarding competing mobile phone service plans. The study also addresses whether the advertising media preferences of mobile phone service consumers vary across demographic characteristics. The survey data were collected from 471 employees and students of two higher education institutions. Descriptive statistics including medians and quartiles are calculated for media preferences. Frequencies are used to summarize demographic characteristics. Chi-square tests are used to determine if relationships exist between demographic characteristics and advertising media preferences. The results indicate that for mobile phone service buyers in the United States, the most important media they consider as their source of information on competing mobile phone service plans is word of mouth. Moreover, consumers ranked provider's website as second, search engine marketing as third, and social media as the fourth preferred source of information for competing mobile phone service plans. Also, the research results reveal that media preference as a source of information on competing mobile phone service plans differs by respondent age, but not by gender. The implications of the research findings on theory and practice are discussed.