Service Dimension for Information System in Higher Education Field

Wahyudi, Rahman Dwi and Hadiyat, M. Arbi (2013) Service Dimension for Information System in Higher Education Field. In: Quality in Research 2013, Yogyakarta.

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Presently, information system is increasingly important to support many fields such as business and education. The implementation of good information system also becomes attention improving customer satisfaction. One of some tools to analyze customer satisfaction is SERVQUAL. However, five service dimensions formulated by SERVQUAL are not always able to cover all of service attribute in some different case such as in information system field. Based on this phenomenon, it indicates that adjustment of types and number of dimension are extremely needed in special case. Information system field has different service attribute uniquely used in service performance assessment. In addition, there is also different service dimension between information system for education and for business. However, there are few researches focusing on determining service dimension of information system for higher education field, which become attention in assessing service performance. The importance of types and number of dimension results SERVQUAL evaluation. The scope of this research is determining service dimension for information system in higher education field. This research will be conducted by survey. In detail, the respondent in this research will be user of information system such as lecturer, student and management of education institution. They are stratified based on their accessibility and interest. Collected data of service attribute from this survey will be analyzed by factor analysis. The output of this analysis is service dimension.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Service dimension, service quality, information system, SERVQUAL
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Medical
Date Deposited: 15 Sep 2017 07:16
Last Modified: 15 Sep 2017 07:16

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