Analysis of user satisfaction on the discord application using the Electronic Service Quality (E-SERVQUAL) method

This research examines the model of electronic services at Tehran University. The effect of Information-Task Fitness, Interactivity, Trust, Accountability, Design and Innovation, Direct Perceptual Ability, Coherent Communication and Task Processes has been investigated on the quality of electronic services. This research is a case study and a survey. The reliability of the research questionnaires has all been verified. Similarly, the validity of the questionnaires has been confirmed by experts. This research has eight hypotheses that examine the impact of Information-Task Fitness, Interactivity, Trust, Accountability, Design and Innovation, Direct Perceptual Ability, Coherent Communication and Task Processes on the quality of electronic services (website) of the University of Tehran. All hypotheses were confirmed. All of the aforementioned factors have a moderate or significant impact on the quality of electronic services in the University of Tehran website. Keywords: Quality of services, electronic services, University of Tehran, website, quality of electronic services.

Abstract. This research studies the quality of electronic services and its role in customers’ satisfaction. This is an applied research and according to the method of gathering its data, it is a descriptive-survey research. In this research the data related to customers’ willing in Aseman airline company has been gathered by using quality function development (QFD) and demands related to the customers’ willing have been recognized and effective factors in quality have been determined by using experts and professional one’s ideas and mentioned factors by the researchers in other service areas. After recognition of the factors by using TOPSIS factor, ranking of the factors was determined. And also for correctness of the given ranking it has been done by AHP technique and results had been compared with TOPSIS fuzzy method. Finally, factors like security, infrastructure, access and … were determined according to the customers’ willing. Results of the research showed that the factors of infrastructure, trust, accountability, easy application, security, access and time are effective in electronic service. Totally, these factors are demonstrative of a model for evaluation of the quality of electronic services in Aseman Airline Company.

This paper presents an applied study that is of a descriptive nature in terms of data collection. The study is conducted in two stages: qualitative and quantitative. It aims to provide a model to explain the factors affecting the quality of agile banking services. The target population in the qualitative stage consists of academic and banking industry experts. In the quantitative stage, the target population consists of the customers of the National Bank of Iran in the city of Qazvin. In this study, in order to assure the reliability of the measurement instruments, three criteria are used, including factor loadings, Cronbach's alpha and composite reliability. Also, in order to evaluate the relationship between the variables and their impacts on each other, the partial least squares method (PLS) and the smart-pls software are used. The results confirm all the research hypotheses including the effects of behavioral quality of service providers, quality of machine services, quality of electronic services, quality of transactional services and quality of service system on the quality of agile banking services.

Background and Purpose: The office of educational services at universities is a very important division and it is necessary for employees to strive towards providing suitable services to students. The quality of educational services has always been a major concern for higher education managers. Interviewing stakeholders and experts increases our understanding of different aspects of the subject in order to create a native model with high performance capability based on existing conditions and the cultural and political infrastructure of our country. Therefore, we aimed to define the perception and experiences of educational service stakeholders. Methods: In this qualitative thematic content analysis that adapted a deductive approach using Graneheim and Lundman’s method. Initially, purposeful sampling was done to identify and select the students (as first level stakeholders) studying paramedical majors at one of the medical science universities of the country during the educational year 2015-2016. Altogether, 20 people were interviewed consisting of 6 students, 4 faculty members, 2 student affairs employees, 1 counselor, 2 education officers, and 2 education office managers).Data were analyzed and coded using MAXQDA software. Results: Of the 400 initial codes extracted through data analysis, 336 abstract codes, 48 sub-categories, 20 categories, and 7 themes were obtained. The level of abstraction was different in the categories. The extracted themes were as follows: information gap before and after entering university, the difference between expected and perceived services and factors contributing to expectations, the university’s approach in enhancing service quality, the student and management of educational problems, the system-student interaction in educational planning, and the professors’ responsibilities and performance in enhancing quality, and the role on the university management system in enhancing the quality of services. Conclusions: In the current educational management system, there are several gaps affective the quality of service providing such as the gap between the students’ expectations and the management system, the gap between the perceptions of the university management and the designing and standardizing of services, the gap between standardization and presentable services, communicational gaps, and gaps between received services and expected services. Therefore, in a future study, we will define these gaps and present a model that could fill those gaps. Keywords: EXPERIENCES, PERCEPTION, EDUCATIONAL STAKEHOLDERS, EDUCATIONAL SERVICES, QUALITY

PurposeThis paper sought to validate a proposed e-service use model that takes into account system's environment and user factors as plausible determinants of an information system's (IS) use that are not accounted for by previous IS use models. The aim is to establish the applicability of the model for e-services and IS design, implementation and use.Design/methodology/approachThis study adopts a quantitative approach to data collection and analysis. Using a systematic multi-stage random sampling, data were collected from 400 university e-library users and analysed using regression analysis to test the hypothesised relationships.FindingsInternal system factors (particularly service quality), user satisfaction, e-service environment factors and user factors (gender, programme of study, level of study and computer/IT self-efficacy) predicted the use of e-services. These findings are partly similar to and partly different from those of the earlier studies, suggesting that more studies are needed to test the comprehensive model of e-services’ use.Research limitations/implicationsThis is a replicated study and as such made use of a similar population. These findings, therefore, cannot be generalised to other organisations with users of different demographic profiles.Practical implicationsFirst, the use of the services provided through an IS is predicted by factors other than user satisfaction, system, service and information qualities. Second, system administrators, designers, library administrators and managers must ensure that these factors are considered during the design, implementation and use of ISs.Social implicationsThe paper argues for the need to design e-services and ISs with consideration for user attributes that may lead to social exclusion if not considered. This is because the environment where an IS is hosted can be a driver of e-services use, especially if management provides the enabling environment in terms of optimal staffing, training, user support and periodic e-service evaluation.Originality/valueThis paper extends research effort in understanding the predictors of use of ISs beyond the traditional system's attributes (information, service and system qualities) to include system environment and user factors.

This study aims to determine The partial influence of service quality and toll rates on public interest in using toll roads, The influence of service quality and toll rates on user satisfaction with toll roads, User satisfaction with toll roads on public interest in using toll roads, The influence of service quality on public interest in using toll roads through user satisfaction with toll roads and The influence of toll rates on public interest in using toll roads managed by PT Makassar Metro Network through user satisfaction with toll roads. This research uses a quantitative method. The research is conducted at PT Makassar Metro Network in Makassar with a population and sample of 125 toll road users. The sample selection is done using purposive sampling and the sample size is determined based on the Yount percentage table. Data collection techniques include questionnaires, and data analysis uses the SEM PLS analysis technique. The results of the study show that Service quality and toll rates have a positive and significant influence on the public interest in using toll roads, Service quality and toll rates have a positive and significant influence on user satisfaction with toll roads, User satisfaction with toll roads has a positive and significant influence on the public interest in using toll roads, Service quality has a positive and significant influence on the public interest in using toll roads through user satisfaction with toll road and Toll rates have a positive and significant influence on the public interest in using toll roads through user satisfaction with toll roads.

This study is motivated by the growing use of e-commerce in Indonesia, particularly Shopee, which has become one of the most popular online shopping platforms. Shopee offers numerous advantages such as a wide variety of payment methods, attractive promotions, and fast delivery services. However, the platform still faces challenges in service quality and complaint handling, which can negatively impact user satisfaction. Therefore, the aim of this research is to examine the influence of service quality and trust on user satisfaction among Shopee users in the Special Region of Yogyakarta. A quantitative research approach was employed using a survey method. Data were collected through questionnaires distributed to 100 respondents who are active users of the Shopee application. The sampling technique used was purposive sampling. The data were analyzed using validity and reliability tests, t-tests, F-tests, and multiple linear regression analysis to test the hypotheses. The findings indicate that both service quality and trust significantly influence user satisfaction. These variables, both partially and simultaneously, contribute positively to users’ overall satisfaction with Shopee. Service quality aspects—such as responsiveness, reliability, and ease of use—along with trust factors—such as platform credibility and transaction security—play a critical role in shaping user perceptions and satisfaction. These results highlight the importance for e-commerce platforms like Shopee to continually improve service delivery and build customer trust as key strategies to enhance user experience, encourage customer loyalty, and remain competitive in the dynamic digital marketplace.

In the era of globalization and digital transformation, e-government has become the main strategy for the government to improve public services. Despite progress, citizen satisfaction remains important. This research focuses on Indonesia's Population Administration Information System (SIAK). Using a quantitative research design and Structural Equation Modeling (SEM-PLS), we analyzed factors such as trust in the government, its perceived usefulness, perceived quality of electronic services, and digital literacy. Our findings show that digital literacy and the quality of electronic services significantly affect citizen satisfaction. Trust in the government has a positive effect but is not significant. To increase citizen satisfaction, Indonesia must prioritize improving digital literacy and the quality of electronic services. This will ensure that e-government initiatives effectively meet the needs and expectations of its citizens.

The behavior of digital wallet users in Indonesia depends on individual preferences, user habits, and other factors. Consumers' decisions in using digital finance applications are influenced by various factors, including digital marketing, the quality of electronic services and the brand image of the digital finance applications they use. This research aims to determine the influence of digital marketing, electronic service quality and brand image on consumer decisions to use the OVO application in the Jabodetabek area. The method used in this research is a quantitative method that is associative. Data was collected using a questionnaire distributed via Google Form to 155 respondents who used the OVO application. The sampling technique uses purposive sampling. Data processing in this research used the IBM Statistical Package for the Social Sciences (SPSS) ver.25. Based on the results of hypothesis testing, it shows that: (1) digital marketing variables have a positive and significant effect on consumer decisions to use the OVO application (2) electronic service quality variables have a positive and significant effect on consumer decisions to use the OVO application (3) brand image variables have a positive and significant effect on consumer decisions to use the OVO application and (4) digital marketing variables, electronic service quality and brand image together have a significant influence on consumer decisions to use the OVO application.

The growth of electronic reservation services in Malaysia has been enormous over the last few years as the services offer many advantages to the involved parties, especially customers and retailers. Responding to the widely used of the electronic reservation services, the study is conducted to determine perceptions and preferences of customers toward the services offered in Malaysia. There are not much research or study been conducted in Malaysia to enhance the understanding on customers’ demographic information and customers’ perceptions toward the services. The study objectives are to identify customers’ perceptions toward the electronic reservation for hotel services and to provide recommendation for retailers to enhance their electronic reservation services quality. The target customers for the study include all hotels’ customers in Malaysia; either they are using the electronic reservation services in carrying out their reservation affairs or not. Customers are randomly selected in gaining their perceptions toward the existing electronic reservation services and suggestions in improving the services quality. This study is conducted by distributing questionnaires to 200 customers that have been randomly selected. The study indicates that as an overall view, customers’ perception score can be considered as high with all 11 dimensions of electronic services quality obtained being more than 70 % out of 100 %. Through the study, it is identified that customers are really concerned about incentives given to them by hotel retailers when they carried out their reservation affair online. Through the recommendations and suggestions part, respondents have given their opinion on how to improve and enhance the electronic reservation services quality. The recommendation and suggestion have been grouped into 11 dimensions of electronic services quality.

This study aims to analyze the effect of service quality, location, and store atmosphere on customer loyalty through customer satisfaction at Lomma Cafe, South Jakarta. This quantitative research employs primary data obtained through an online questionnaire distributed via Google Form to 150 respondents, namely consumers aged at least 17 years who had visited and made a purchase at Lomma Cafe within the past year. The sampling technique used non-probability purposive sampling. Data analysis was conducted using SmartPLS 4.1.1.2, through measurement model testing (convergent validity, discriminant validity, reliability), structural model testing (R², F², Q²), model fit testing, and hypothesis testing. The results show that service quality, location, and store atmosphere significantly affect customer satisfaction. Furthermore, these variables also have a significant effect on customer loyalty both directly and indirectly through customer satisfaction as a mediating variable. These findings confirm that enhancing service quality, providing a strategic location, and creating a comfortable store atmosphere can strengthen satisfaction and foster sustainable customer loyalty.

The aim of the research is to highlight the concept of the technology acceptance system and its application in measuring the quality of the performance of Arab and international libraries through a set of models, experiences, and trends of electronic libraries in Sudan towards its use as a basic means in the process of measuring the quality of the performance of electronic libraries and meeting the needs of beneficiaries according to the technology acceptance model, with the proposal of an advanced model of the technology acceptance model, as well as to measure the quality of the services of electronic libraries in Sudan and test the effectiveness of the technology acceptance model as a theoretical basis for applying quality in the provision of their services to beneficiaries. The researcher relied on the descriptive analytical curriculum to identify the opinions of (25) faculty members and (50) students from the Open University of Sudan in the quality of electronic library services. One of the most important findings of the research is the quality of electronic library services based on behavior and technical standards and the ease of use of information systems in libraries and information centers. In addition, the electronic services are effective in improving the educational process. according to these results, it is recommended that there is a need to pay attention to improving and developing the electronic library services in Sudan, and work on applying the technology acceptance model in investigating the effectiveness of the application of the technology in libraries and information centers to provide the services that characterised by modernity and keep pace with the digital age.

This research aims to determine whether emotional intelligence (EI), particularly in government-owned commercial banks, is a valid measure of service quality in the banking sector. The study aims to ascertain how emotional intelligence (EI) raises the caliber of services, with a particular emphasis on the departments of operations, credit, and customer service. Using a quantitative methodology, data were collected through purposive sampling from 284 employees in particular bank branches in Kathmandu. The findings show that emotional intelligence (EI) and service quality are highly correlated. Workers with higher EI are more adept at managing their emotions, positively relating to clients, and offering superior customer service. Self-awareness, social awareness, and relationship management are crucial in enhancing service quality, with relationship management exerting the most significant influence. The study's limited scope focusing only on government-owned banks in a particular area may restrict its applicability opening up new avenues for future studies on emotional intelligence in private banking and other sectors of the economy.

Customer satisfaction reflects the quality of pharmaceutical services and depends on various factors, such as the quality of services, pharmacists' skills and customer' demographic characteristics. Positive experiences strengthen customer trust and loyalty. Research into user satisfaction is an important tool for improving services. The aim of the work was the analysis of user satisfaction with pharmacy services in Serbia over the last twelve years. Annual reports on user satisfaction in pharmacies from 2013 to 2024 were analyzed. Based on key indicators, a report was prepared comparing satisfaction over the years, taking into account various factors and service quality. With the exception of 2020, public, private and health center pharmacies participated every year. The highest response rate was recorded in 2015. More than 60% of users visit a pharmacy more than five times a year, usually waiting less than five minutes. The highest level of satisfaction with the availability of medicines was recorded in 2021, while overall satisfaction with services peaked in 2022. User satisfaction has remained stable, indicating good availability and quality of pharmaceutical services. The results may contribute to further improvement in practice.

Quality of service is a focus on meeting customer expectations. Customer satisfaction is the primary goal of quality service. BPJS Health is a body that moves in the field of social security of Health. The aim of this study is to analyze the quality of BPJS health services in the puskesmas. Quality of service is physical proof, reliability, responsiveness, assurance and certainty, and empathy. This research is a descriptive method and a quantitative method. Data collection is carried out by dissemination of questionnaires to respondents, websites from various related sources. Sampling method is purposive sampling. Research results show that physical evidence, reliability, responsiveness, assurance and certainty, and empathy have a good percentage. However, this research suggests that the quality of service should be further improved by not distinguishing patients with BPJS or cash, implementing services according to health standards, improving hygiene at the practice, comfort especially for the elderly, providing information in detail and clearly, enhancing cooperation with hospitals so that more medical personnel, a friendly and polite attitude to be observed. Factors contributing to the low quality of services include lack of human resources and facilities, as well as lack of coordination between primary and higher levels of health care. This research provides important insights for improving the quality of health services in Puskesmas, especially for users of KIS in Bogor District.