{"id":"https://openalex.org/W2199359566","doi":null,"title":"Promotion of E-Technology-Based Services a Case Study of E-Service Quality at a University in Indonesia","display_name":"Promotion of E-Technology-Based Services a Case Study of E-Service Quality at a University in Indonesia","publication_year":2011,"publication_date":"2011-06-01","ids":{"openalex":"https://openalex.org/W2199359566","mag":"2199359566"},"language":"en","primary_location":{"id":"mag:2199359566","doi":null,"is_oa":true,"landing_page_url":"https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2089315","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SSRN Electronic Journal","raw_type":null},"volume":null,"type":"preprint","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2089315","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003781559","display_name":"Yudi Sutarso","orcid":"https://orcid.org/0000-0002-8575-501X","observed_orcids":["https://orcid.org/0000-0002-8575-501X"]},"institutions":[{"id":"https://openalex.org/I3129457838","display_name":"Perbanas Institute","ror":"https://ror.org/04pbams03","country_code":"ID","type":"education","lineage":["https://openalex.org/I3129457838"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Yudi Sutarso","raw_affiliation_strings":["STIE Perbanas Surabaya"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Perbanas Surabaya","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5052179926","display_name":"Arif Suharmadi","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Arif Suharmadi","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"6","issue":"1","first_page":"112","last_page":"133"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9448000192642212,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9448000192642212,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.02419999986886978,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14103","display_name":"Educational Management and Quality","score":0.009200000204145908,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.9919999837875366},{"id":"https://openalex.org/keywords/university-services","display_name":"university services","score":0.625},{"id":"https://openalex.org/keywords/student-perceptions","display_name":"student perceptions","score":0.8809999823570251},{"id":"https://openalex.org/keywords/campus-information-system","display_name":"campus information system","score":0.7749999761581421},{"id":"https://openalex.org/keywords/service-quality-improvement","display_name":"service quality improvement","score":0.6690000295639038},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.36899998784065247},{"id":"https://openalex.org/keywords/ict-in-higher-education","display_name":"information technology in higher education","score":0.7200000286102295}],"concepts":[{"id":"https://openalex.org/C98147612","wikidata":"https://www.wikidata.org/wiki/Q215599","display_name":"Promotion (chess)","level":3,"score":0.74226975440979},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5962340831756592},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5949693918228149},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5865346193313599},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.5380223989486694},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.4994840621948242},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.47787538170814514},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.467373788356781},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.3616507053375244},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.32853764295578003},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2561783194541931},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.18910980224609375},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.15107953548431396},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.12338966131210327},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.10693752765655518},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"mag:2199359566","doi":null,"is_oa":true,"landing_page_url":"https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2089315","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SSRN Electronic Journal","raw_type":null},{"id":"mag:3122574092","doi":null,"is_oa":false,"landing_page_url":"http://ijbi.org/ijbi/article/view/58","pdf_url":null,"source":{"id":"https://openalex.org/S2764995650","display_name":"International journal of business and information/International journal of business & information","issn_l":"1728-8673","issn":["1728-8673"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"International journal of business and information/International journal of business & information","raw_type":null}],"best_oa_location":{"id":"mag:2199359566","doi":null,"is_oa":true,"landing_page_url":"https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2089315","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SSRN Electronic Journal","raw_type":null},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","score":0.8278999924659729,"display_name":"Quality education"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W1501119547","https://openalex.org/W1967029735","https://openalex.org/W1983798843","https://openalex.org/W1997272869","https://openalex.org/W2023609480","https://openalex.org/W2030180774","https://openalex.org/W2037655266","https://openalex.org/W2040586266","https://openalex.org/W2042998190","https://openalex.org/W2075837734","https://openalex.org/W2078317562","https://openalex.org/W2123501898","https://openalex.org/W2125776938","https://openalex.org/W2925058005"],"related_works":["https://openalex.org/W2533344329","https://openalex.org/W3141656868","https://openalex.org/W2276375249","https://openalex.org/W2884167784","https://openalex.org/W4225531914","https://openalex.org/W3127070798","https://openalex.org/W3022685762","https://openalex.org/W3138935237","https://openalex.org/W4404080683","https://openalex.org/W2600965332"],"abstract_inverted_index":{"In":[0],"a":[1,42],"world":[2],"increasingly":[3],"shaped":[4],"and":[5,9,13,46,70,150,164],"influenced":[6],"by":[7,68,80,118],"information":[8,105],"communication":[10],"technologies,":[11],"more":[12,14],"universities":[15],"are":[16,66,75,179],"developing":[17],"effective":[18],"e-service":[19],"quality":[20,38,94,136],"to":[21,25,35,56,59,71,90,111],"enhance":[22],"their":[23,168],"services":[24,62,74],"students.":[26,113],"This":[27],"paper":[28],"describes":[29],"how":[30],"we":[31],"used":[32],"an":[33,124],"e-survey":[34,178],"assess":[36,91],"service":[37,93,135,171],"development":[39],"efforts":[40],"at":[41,63,137],"school":[43],"of":[44,52,78,95,127,130,160,170],"business":[45],"banking":[47],"in":[48,76,182],"Indonesia.":[49],"The":[50,107,121],"purpose":[51],"the":[53,81,92,100,103,138,144,148,177],"survey":[54,84,108],"was":[55,109,116],"find":[57],"out":[58],"what":[60],"degree":[61],"that":[64,134],"university":[65,140],"perceived":[67],"students":[69,161],"ascertain":[72],"which":[73,132],"need":[77],"improvement":[79],"university.":[82],"Our":[83,154],"comprised":[85],"45":[86],"questions":[87],"specifically":[88],"designed":[89],"nine":[96],"work":[97],"units":[98],"within":[99],"university,":[101],"including":[102],"campus":[104],"system.":[106],"administered":[110],"1,319":[112],"Data":[114],"analysis":[115,155],"performed":[117],"descriptive":[119],"statistics.":[120],"findings":[122],"show":[123],"average":[125],"score":[126,146],"3.4":[128],"(out":[129],"5),":[131],"indicates":[133],"case-study":[139],"is":[141],"'fair.'":[142],"Earning":[143],"highest":[145],"were":[147],"library":[149],"general":[151],"affairs":[152],"units.":[153],"also":[156,180],"identified":[157],"three":[158],"groups":[159],"(average,":[162],"high,":[163],"low),":[165],"based":[166],"on":[167],"perceptions":[169],"quality.":[172],"Managerial":[173],"implications":[174],"associated":[175],"with":[176],"discussed":[181],"this":[183],"paper.":[184]},"counts_by_year":[{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":2},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":3},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
