{"id":"https://openalex.org/W2945806830","doi":"https://doi.org/10.20473/jisebi.5.1.76-84","title":"The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework","display_name":"The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework","publication_year":2019,"publication_date":"2019-04-25","ids":{"openalex":"https://openalex.org/W2945806830","doi":"https://doi.org/10.20473/jisebi.5.1.76-84","mag":"2945806830"},"language":"en","primary_location":{"id":"doi:10.20473/jisebi.5.1.76-84","doi":"https://doi.org/10.20473/jisebi.5.1.76-84","is_oa":true,"landing_page_url":"https://doi.org/10.20473/jisebi.5.1.76-84","pdf_url":"https://e-journal.unair.ac.id/JISEBI/article/download/11812/7372","source":{"id":"https://openalex.org/S2737559571","display_name":"Journal of Information Systems Engineering and Business Intelligence","issn_l":"2443-2555","issn":["2443-2555","2598-6333"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj","norway-1"],"host_organization":"https://openalex.org/P4310315151","host_organization_name":"Airlangga University","host_organization_lineage":["https://openalex.org/P4310315151"],"host_organization_lineage_names":["Airlangga University"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information Systems Engineering and Business Intelligence","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://e-journal.unair.ac.id/JISEBI/article/download/11812/7372","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025016282","display_name":"Dhyna Octabriyantiningtyas","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I166843116","display_name":"Institut Teknologi Sepuluh Nopember","ror":"https://ror.org/05kbmmt89","country_code":"ID","type":"education","lineage":["https://openalex.org/I166843116"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Dhyna Octabriyantiningtyas","raw_affiliation_strings":["Institut Teknologi Sepuluh Nopember"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Teknologi Sepuluh Nopember","institution_ids":["https://openalex.org/I166843116"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5020559095","display_name":"Erma Suryani","orcid":"https://orcid.org/0000-0002-5840-9242","observed_orcids":["https://orcid.org/0000-0002-5840-9242"]},"institutions":[{"id":"https://openalex.org/I166843116","display_name":"Institut Teknologi Sepuluh Nopember","ror":"https://ror.org/05kbmmt89","country_code":"ID","type":"education","lineage":["https://openalex.org/I166843116"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Erma Suryani","raw_affiliation_strings":["Institut Teknologi Sepuluh Nopember"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institut Teknologi Sepuluh Nopember","institution_ids":["https://openalex.org/I166843116"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I166843116"],"apc_list":null,"apc_paid":null,"fwci":2.911,"has_fulltext":true,"cited_by_count":14,"citation_normalized_percentile":{"value":0.91677303,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":87,"max":98},"biblio":{"volume":"5","issue":"1","first_page":"76","last_page":"76"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9150000214576721,"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":0.9150000214576721,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.03310000151395798,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.022600000724196434,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/mobile-money","display_name":"mobile money","score":0.6330000162124634},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9380000233650208},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/system-dynamics-modeling","display_name":"system dynamics modeling","score":0.6779999732971191},{"id":"https://openalex.org/keywords/service-efficiency","display_name":"service efficiency","score":0.4880000054836273},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.7699999809265137},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9909999966621399},{"id":"https://openalex.org/keywords/privacy","display_name":"privacy","score":0.8870000243186951},{"id":"https://openalex.org/keywords/security-computing","display_name":"security (computing)","score":0.9800000190734863},{"id":"https://openalex.org/keywords/ease-of-use","display_name":"ease of use","score":0.9409999847412109},{"id":"https://openalex.org/keywords/policy-scenarios","display_name":"policy scenarios","score":0.49000000953674316}],"concepts":[{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6690635681152344},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.637887716293335},{"id":"https://openalex.org/C2778083465","wikidata":"https://www.wikidata.org/wiki/Q693464","display_name":"Cash","level":2,"score":0.6285055875778198},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6000304222106934},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5920807719230652},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.589418888092041},{"id":"https://openalex.org/C196083921","wikidata":"https://www.wikidata.org/wiki/Q7915758","display_name":"Variance (accounting)","level":2,"score":0.5488793849945068},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45660191774368286},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2884524166584015},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23386266827583313},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.09870046377182007},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","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/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.20473/jisebi.5.1.76-84","doi":"https://doi.org/10.20473/jisebi.5.1.76-84","is_oa":true,"landing_page_url":"https://doi.org/10.20473/jisebi.5.1.76-84","pdf_url":"https://e-journal.unair.ac.id/JISEBI/article/download/11812/7372","source":{"id":"https://openalex.org/S2737559571","display_name":"Journal of Information Systems Engineering and Business Intelligence","issn_l":"2443-2555","issn":["2443-2555","2598-6333"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj","norway-1"],"host_organization":"https://openalex.org/P4310315151","host_organization_name":"Airlangga University","host_organization_lineage":["https://openalex.org/P4310315151"],"host_organization_lineage_names":["Airlangga University"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information Systems Engineering and Business Intelligence","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:ff87793340134fb5adb4d115217c9a1d","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/ff87793340134fb5adb4d115217c9a1d","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Information Systems Engineering and Business Intelligence, Vol 5, Iss 1, Pp 76-84 (2019)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.20473/jisebi.5.1.76-84","doi":"https://doi.org/10.20473/jisebi.5.1.76-84","is_oa":true,"landing_page_url":"https://doi.org/10.20473/jisebi.5.1.76-84","pdf_url":"https://e-journal.unair.ac.id/JISEBI/article/download/11812/7372","source":{"id":"https://openalex.org/S2737559571","display_name":"Journal of Information Systems Engineering and Business Intelligence","issn_l":"2443-2555","issn":["2443-2555","2598-6333"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj","norway-1"],"host_organization":"https://openalex.org/P4310315151","host_organization_name":"Airlangga University","host_organization_lineage":["https://openalex.org/P4310315151"],"host_organization_lineage_names":["Airlangga University"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information Systems Engineering and Business Intelligence","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2945806830.pdf","grobid_xml":"https://content.openalex.org/works/W2945806830.grobid-xml"},"referenced_works_count":21,"referenced_works":["https://openalex.org/W1518700537","https://openalex.org/W1530534970","https://openalex.org/W1601387420","https://openalex.org/W1979907230","https://openalex.org/W1999619038","https://openalex.org/W2025506919","https://openalex.org/W2029239220","https://openalex.org/W2036431990","https://openalex.org/W2053837191","https://openalex.org/W2062480908","https://openalex.org/W2066158911","https://openalex.org/W2068414390","https://openalex.org/W2076626067","https://openalex.org/W2112728882","https://openalex.org/W2114570931","https://openalex.org/W2120931187","https://openalex.org/W2139998863","https://openalex.org/W2150986991","https://openalex.org/W2460220634","https://openalex.org/W2883653240","https://openalex.org/W2988934653"],"related_works":["https://openalex.org/W2997913658","https://openalex.org/W2497319584","https://openalex.org/W6908615795","https://openalex.org/W7097117816","https://openalex.org/W4377967162","https://openalex.org/W2604834993","https://openalex.org/W2055213481","https://openalex.org/W4235439549","https://openalex.org/W2281376657","https://openalex.org/W2894935942"],"abstract_inverted_index":{"Background:":[0],"Every":[1],"year,":[2,26],"the":[3,12,19,45,56,92,99,118,121,138,147,210,221,238,247,250,254,263],"number":[4,20],"of":[5,21,44,47,58,62,71,94,120,160,170,223,249],"T-Cash":[6,22,32,95],"users":[7,33],"is":[8,14,115,179,184],"increasing":[9,88,109],"significantly.":[10],"However,":[11],"increase":[13,261],"not":[15],"in":[16,66,87,108,137],"sync":[17],"with":[18,91,246],"transactions.":[23],"In":[24],"this":[25,67],"it":[27,142,216,241],"was":[28],"noted":[29],"that":[30,102,141,197,212,220,245],"active":[31],"were":[34],"only":[35],"35%.":[36],"Some":[37],"clinical":[38],"studies":[39],"have":[40,230],"established":[41],"an":[42,231],"assessment":[43],"quality":[46,64,93,135,256],"services,":[48],"there":[49],"are":[50,69,152],"several":[51],"dimensions":[52,61,70,222],"assessed":[53],"according":[54],"to":[55,81,205],"topic":[57],"research.":[59],"The":[60,149],"service":[63,134,235,255],"used":[65,105],"study":[68,79],"efficiency,":[72],"reliability,":[73,226],"responsiveness,":[74,224],"privacy,":[75,225],"and":[76,85,97,123,168,182,228],"security.Objective:":[77],"This":[78],"aims":[80],"build":[82],"general":[83],"models":[84],"simulations":[86],"customer":[89,110,202],"satisfaction":[90,203],"services":[96],"produce":[98,144,157],"best":[100],"scenarios":[101],"can":[103,132,143,194,217,242],"be":[104,195,218,243],"by":[106,126],"policymakers":[107],"satisfaction.Methods:":[111],"System":[112],"dynamics":[113,130],"framework":[114,131],"utilized":[116],"for":[117,146],"development":[119],"model":[122],"scenarios.":[124],"Because":[125],"using":[127],"a":[128,192,259],"system":[129],"predict":[133],"sometime":[136],"future":[139],"so":[140],"policies":[145],"company.Results:":[148],"simulation":[150,211],"results":[151],"considered":[153],"valid":[154,163,173],"because":[155],"they":[156],"E1":[158,165,178],"values":[159],"3%":[161],"(E1":[162],"when":[164,174],"\u2264":[166,176],"5%)":[167],"E2":[169,175,183],"7%":[171],"(E2":[172],"30%).":[177],"mean":[180],"comparison":[181],"error":[185],"variance.":[186],"Based":[187,208],"on":[188,209,233],"these":[189],"2":[190],"scenarios,":[191],"policy":[193],"taken":[196],"scenario":[198,206,239],"1":[199],"significantly":[200],"increases":[201],"compared":[204],"2.Conclusion:":[207],"has":[213],"been":[214],"done,":[215],"concluded":[219,244],"security,":[227],"efficiency":[229],"effect":[232],"improving":[234],"quality.":[236],"On":[237],"1,":[240],"addition":[248],"user":[251],"friendliness":[252],"dimension,":[253],"will":[257],"experience":[258],"significant":[260],"over":[262],"next":[264],"5":[265],"years.":[266]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":7},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2019-05-29T00:00:00"}
