TY - GEN
T1 - E-Service Quality Assesment of Mobile-based Smart Regency with M-S-QUAL Approach
AU - Darmawan, Aang Kisnu
AU - Siahaan, Daniel Oranova
AU - Susanto, Tony Dwi
AU - Hoiriyah,
AU - Umam, Busro Akramul
AU - Anwari,
N1 - Publisher Copyright:
© 2020 IEEE.
PY - 2020/11/24
Y1 - 2020/11/24
N2 - Today, almost every country struggles to implement city management with the concept of smart cities. Several previous studies have produced several models to measure the quality of information system services. Previously there had been several studies that measured service quality and experience quality in the context of smart city application. However, less work still explores the quality of service calculation of the Smart District model, which is quite different from the common smart - city concept. This study aims to evaluate the quality of service from the application of mobile-based smart regency or districts. The model and approach used is the Mobile Service Quality (M-S-QUAL) model, which is a model of development and adaptation of the previous model, namely SERVQUAL, a viral model for measuring the quality of information system services. Data collection was carriedout from one hundred and seventy respondents who were successfully collected using the online survey method - data processing using SmartPLS v.3.2.8 software. Research findings indicate that the variables proposed in the M-S-QUAL model are positive and essential relationships for measuring the quality of smart district services. This research contributes to determining the effective use of intelligent regional mobile applications. This research confirms that lawmakers pay more attention to important issues that influence the performance of smart district mobile service quality.
AB - Today, almost every country struggles to implement city management with the concept of smart cities. Several previous studies have produced several models to measure the quality of information system services. Previously there had been several studies that measured service quality and experience quality in the context of smart city application. However, less work still explores the quality of service calculation of the Smart District model, which is quite different from the common smart - city concept. This study aims to evaluate the quality of service from the application of mobile-based smart regency or districts. The model and approach used is the Mobile Service Quality (M-S-QUAL) model, which is a model of development and adaptation of the previous model, namely SERVQUAL, a viral model for measuring the quality of information system services. Data collection was carriedout from one hundred and seventy respondents who were successfully collected using the online survey method - data processing using SmartPLS v.3.2.8 software. Research findings indicate that the variables proposed in the M-S-QUAL model are positive and essential relationships for measuring the quality of smart district services. This research contributes to determining the effective use of intelligent regional mobile applications. This research confirms that lawmakers pay more attention to important issues that influence the performance of smart district mobile service quality.
KW - M-SQUAL
KW - e-Service Quality
KW - mobile-based application
KW - smart city
KW - smart regency
UR - http://www.scopus.com/inward/record.url?scp=85100886252&partnerID=8YFLogxK
U2 - 10.1109/ICOIACT50329.2020.9331965
DO - 10.1109/ICOIACT50329.2020.9331965
M3 - Conference contribution
AN - SCOPUS:85100886252
T3 - 2020 3rd International Conference on Information and Communications Technology, ICOIACT 2020
SP - 212
EP - 217
BT - 2020 3rd International Conference on Information and Communications Technology, ICOIACT 2020
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 3rd International Conference on Information and Communications Technology, ICOIACT 2020
Y2 - 24 November 2020 through 25 November 2020
ER -
