{"id":9958,"identifier":"FK2/XSHR0Y","persistentUrl":"https://doi.org/10.34820/FK2/XSHR0Y","protocol":"doi","authority":"10.34820","publisher":"Telkom University Dataverse","publicationDate":"2022-09-21","storageIdentifier":"file://10.34820/FK2/XSHR0Y","datasetVersion":{"id":595,"datasetId":9958,"datasetPersistentId":"doi:10.34820/FK2/XSHR0Y","storageIdentifier":"file://10.34820/FK2/XSHR0Y","versionNumber":1,"versionMinorNumber":0,"versionState":"RELEASED","UNF":"UNF:6:XmbY8H3jBPRmHk96Mhx0Ng==","lastUpdateTime":"2022-09-21T02:36:26Z","releaseTime":"2022-09-21T02:36:26Z","createTime":"2022-09-21T02:35:31Z","license":"CC0","termsOfUse":"CC0 Waiver","fileAccessRequest":false,"metadataBlocks":{"citation":{"displayName":"Citation Metadata","fields":[{"typeName":"title","multiple":false,"typeClass":"primitive","value":"A GAP ANALYSIS OF MOBILE SERVICE QUALITY BETWEEN MANAGER'S PERCEPTION AND CUSTOMER'S PERCEPTION"},{"typeName":"author","multiple":true,"typeClass":"compound","value":[{"authorName":{"typeName":"authorName","multiple":false,"typeClass":"primitive","value":"Irawan, Herry"},"authorAffiliation":{"typeName":"authorAffiliation","multiple":false,"typeClass":"primitive","value":"Fakultas Ekonomi & Bisnis: KK ICT Based Management (IBM)"}}]},{"typeName":"datasetContact","multiple":true,"typeClass":"compound","value":[{"datasetContactName":{"typeName":"datasetContactName","multiple":false,"typeClass":"primitive","value":"Irawan, Herry"},"datasetContactAffiliation":{"typeName":"datasetContactAffiliation","multiple":false,"typeClass":"primitive","value":"Fakultas Ekonomi & Bisnis: KK ICT Based Management (IBM)"},"datasetContactEmail":{"typeName":"datasetContactEmail","multiple":false,"typeClass":"primitive","value":"herryir@telkomuniversity.ac.id"}}]},{"typeName":"dsDescription","multiple":true,"typeClass":"compound","value":[{"dsDescriptionValue":{"typeName":"dsDescriptionValue","multiple":false,"typeClass":"primitive","value":"Company’s experienced increasing number of customersand it is considered that company has fulfilled customer\nexpectation. However, it was never investigated whether customer’s reason are company service quality or not. It often\nhappens that gap of knowledge occurs between customer perception and management perception. This research was\nconducted to determine importance level of mobile service quality in customer perception and management perception and\nwhether there is any gap or not. The assessment includes dimensions of System Service Quality (Efficiency And\nEffectiveness, Functionality, Integration, Construct Cost, Security),Information Service Quality (Accuracy, Integrity,\nUsability, Readability), and Customer Service Quality (After-Sales Service, Flexible-Price Policy, Technique Support,\nTraining. This research was conducted at PT.Hutchinson 3 Indonesia (Tri), as one of survived cellular operator among other\ngiant companies in Indonesia.It was determined that, in the customer perception from the highest to the lowest, System\nService Quality (SSQ)was 87.18%, Information Service Quality (ISQ)was 82.01% and Customer Service Quality (CSQ)was\n80.39%. In the management perception from the highest to the lowest, System Service Quality (SSQ)was 89.67%, Customer\nService Quality (CSQ)was 84.58%, and Information Service Quality (ISQ)was 83.96%. Tri management is expected to\nfrequently organize communication/promotion forum and evaluate customer complaint data effectively and efficiently in\norder to make better planning in the future to meet the importance priority in accordance with customer perception."},"dsDescriptionDate":{"typeName":"dsDescriptionDate","multiple":false,"typeClass":"primitive","value":"2018-05-06"}}]},{"typeName":"subject","multiple":true,"typeClass":"controlledVocabulary","value":["Business and Management"]},{"typeName":"keyword","multiple":true,"typeClass":"compound","value":[{"keywordValue":{"typeName":"keywordValue","multiple":false,"typeClass":"primitive","value":"Service Quality"}}]},{"typeName":"depositor","multiple":false,"typeClass":"primitive","value":"Irawan, Herry"},{"typeName":"dateOfDeposit","multiple":false,"typeClass":"primitive","value":"2022-09-21"}]}},"files":[{"label":"dataset_persepsi_muthia f_HRI.tab","restricted":false,"version":3,"datasetVersionId":595,"dataFile":{"id":9959,"persistentId":"doi:10.34820/FK2/XSHR0Y/Q6ARAC","pidURL":"https://doi.org/10.34820/FK2/XSHR0Y/Q6ARAC","filename":"dataset_persepsi_muthia f_HRI.tab","contentType":"text/tab-separated-values","filesize":77747,"storageIdentifier":"file://1835de4f486-64abc95bce69","originalFileFormat":"application/vnd.openxmlformats-officedocument.spreadsheetml.sheet","originalFormatLabel":"MS Excel Spreadsheet","originalFileSize":48803,"originalFileName":"dataset_persepsi_muthia f_HRI.xlsx","UNF":"UNF:6:XmbY8H3jBPRmHk96Mhx0Ng==","rootDataFileId":-1,"md5":"7e93280cb79c8cf4a0bdd992efc1ae32","checksum":{"type":"MD5","value":"7e93280cb79c8cf4a0bdd992efc1ae32"},"creationDate":"2022-09-21"}}],"citation":"Irawan, Herry, 2022, \"A GAP ANALYSIS OF MOBILE SERVICE QUALITY BETWEEN MANAGER'S PERCEPTION AND CUSTOMER'S PERCEPTION\", https://doi.org/10.34820/FK2/XSHR0Y, Telkom University Dataverse, V1, UNF:6:XmbY8H3jBPRmHk96Mhx0Ng== [fileUNF]"}}