A GAP ANALYSIS OF MOBILE SERVICE QUALITY BETWEEN MANAGER'S PERCEPTION AND CUSTOMER'S PERCEPTION (doi:10.34820/FK2/XSHR0Y)

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Part 1: Document Description
Part 2: Study Description
Part 3: Data Files Description
Part 4: Variable Description
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Document Description

Citation

Title:

A GAP ANALYSIS OF MOBILE SERVICE QUALITY BETWEEN MANAGER'S PERCEPTION AND CUSTOMER'S PERCEPTION

Identification Number:

doi:10.34820/FK2/XSHR0Y

Distributor:

Telkom University Dataverse

Date of Distribution:

2022-09-21

Version:

1

Bibliographic 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]

Study Description

Citation

Title:

A GAP ANALYSIS OF MOBILE SERVICE QUALITY BETWEEN MANAGER'S PERCEPTION AND CUSTOMER'S PERCEPTION

Identification Number:

doi:10.34820/FK2/XSHR0Y

Authoring Entity:

Irawan, Herry (Fakultas Ekonomi & Bisnis: KK ICT Based Management (IBM))

Distributor:

Telkom University Dataverse

Access Authority:

Irawan, Herry

Depositor:

Irawan, Herry

Date of Deposit:

2022-09-21

Study Scope

Keywords:

Business and Management, Service Quality

Abstract:

Company’s experienced increasing number of customersand it is considered that company has fulfilled customer expectation. However, it was never investigated whether customer’s reason are company service quality or not. It often happens that gap of knowledge occurs between customer perception and management perception. This research was conducted to determine importance level of mobile service quality in customer perception and management perception and whether there is any gap or not. The assessment includes dimensions of System Service Quality (Efficiency And Effectiveness, Functionality, Integration, Construct Cost, Security),Information Service Quality (Accuracy, Integrity, Usability, Readability), and Customer Service Quality (After-Sales Service, Flexible-Price Policy, Technique Support, Training. This research was conducted at PT.Hutchinson 3 Indonesia (Tri), as one of survived cellular operator among other giant companies in Indonesia.It was determined that, in the customer perception from the highest to the lowest, System Service Quality (SSQ)was 87.18%, Information Service Quality (ISQ)was 82.01% and Customer Service Quality (CSQ)was 80.39%. In the management perception from the highest to the lowest, System Service Quality (SSQ)was 89.67%, Customer Service Quality (CSQ)was 84.58%, and Information Service Quality (ISQ)was 83.96%. Tri management is expected to frequently organize communication/promotion forum and evaluate customer complaint data effectively and efficiently in order to make better planning in the future to meet the importance priority in accordance with customer perception.

Methodology and Processing

Sources Statement

Data Access

Notes:

CC0 Waiver

Other Study Description Materials

File Description--f9959

File: dataset_persepsi_muthia f_HRI.tab

  • Number of cases: 389

  • No. of variables per record: 41

  • Type of File: text/tab-separated-values

Notes:

UNF:6:XmbY8H3jBPRmHk96Mhx0Ng==

Variable Description

List of Variables:
  • A - A
  • B - B
  • C - C
  • D - D
  • PELANGGAN - PELANGGAN
  • F - F
  • G - G
  • H - H
  • I - I
  • J - J
  • K - K
  • L - L
  • M - M
  • N - N
  • O - O
  • P - P
  • Q - Q
  • R - R
  • S - S
  • T - T
  • U - U
  • V - V
  • W - W
  • X - X
  • Y - Y
  • Z - Z
  • AA - AA
  • MANAJERIAL - MANAJERIAL
  • AC - AC
  • AD - AD
  • AE - AE
  • AF - AF
  • AG - AG
  • AH - AH
  • AI - AI
  • AJ - AJ
  • AK - AK
  • AL - AL
  • AM - AM
  • AN - AN
  • AO - AO

Variables

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C

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D

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PELANGGAN

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F

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G

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K

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M

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N

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W

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X

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AA

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AK

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AL

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