{"id":"https://openalex.org/W3003876666","doi":"https://doi.org/10.1109/ieem44572.2019.8978560","title":"The Assessment of Internal Service Quality Perception of System Administrators - Case of Services Provided by Data Centre Hosting to Local Bank in South Africa","display_name":"The Assessment of Internal Service Quality Perception of System Administrators - Case of Services Provided by Data Centre Hosting to Local Bank in South Africa","publication_year":2019,"publication_date":"2019-12-01","ids":{"openalex":"https://openalex.org/W3003876666","doi":"https://doi.org/10.1109/ieem44572.2019.8978560","mag":"3003876666"},"language":"en","primary_location":{"id":"doi:10.1109/ieem44572.2019.8978560","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ieem44572.2019.8978560","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5060573769","display_name":"Sambil Charles Mukwakungu","orcid":"https://orcid.org/0000-0003-3073-0410"},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":true,"raw_author_name":"S.C. Mukwakungu","raw_affiliation_strings":["University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa"],"affiliations":[{"raw_affiliation_string":"University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","institution_ids":["https://openalex.org/I24027795"]},{"raw_affiliation_string":"Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068917813","display_name":"T.I. Motapane","orcid":null},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"T.I. Motapane","raw_affiliation_strings":["University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa"],"affiliations":[{"raw_affiliation_string":"University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","institution_ids":["https://openalex.org/I24027795"]},{"raw_affiliation_string":"Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040045223","display_name":"Charles Mbohwa","orcid":"https://orcid.org/0000-0002-8268-5984"},"institutions":[{"id":"https://openalex.org/I24027795","display_name":"University of Johannesburg","ror":"https://ror.org/04z6c2n17","country_code":"ZA","type":"education","lineage":["https://openalex.org/I24027795"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"C. Mbohwa","raw_affiliation_strings":["University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa"],"affiliations":[{"raw_affiliation_string":"University of Johannesburg,Department of Quality and Operations Management,Johannesburg,South Africa","institution_ids":["https://openalex.org/I24027795"]},{"raw_affiliation_string":"Department of Quality and Operations Management, University of Johannesburg, Johannesburg, South Africa","institution_ids":["https://openalex.org/I24027795"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5060573769"],"corresponding_institution_ids":["https://openalex.org/I24027795"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.26009593,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"400","last_page":"404"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9915000200271606,"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/T12384","display_name":"Customer churn and segmentation","score":0.9761999845504761,"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/servqual","display_name":"SERVQUAL","score":0.8173528909683228},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.7187914252281189},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.6363910436630249},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6191306114196777},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.5231731534004211},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4631558954715729},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.45336630940437317},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.4441743791103363},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4389171898365021},{"id":"https://openalex.org/keywords/survey-data-collection","display_name":"Survey data collection","score":0.41800838708877563},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.37593308091163635},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3724024295806885},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.3220210671424866},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.29827356338500977},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.260728657245636},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.07866212725639343},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.07654979825019836}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8173528909683228},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7187914252281189},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6363910436630249},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6191306114196777},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5231731534004211},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4631558954715729},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45336630940437317},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4441743791103363},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4389171898365021},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.41800838708877563},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.37593308091163635},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3724024295806885},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.3220210671424866},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.29827356338500977},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.260728657245636},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.07866212725639343},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.07654979825019836},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","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":1,"locations":[{"id":"doi:10.1109/ieem44572.2019.8978560","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ieem44572.2019.8978560","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.4099999964237213,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":34,"referenced_works":["https://openalex.org/W46996097","https://openalex.org/W158341328","https://openalex.org/W1587054521","https://openalex.org/W1713766640","https://openalex.org/W1970908276","https://openalex.org/W2000437409","https://openalex.org/W2002136917","https://openalex.org/W2014485327","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2037061962","https://openalex.org/W2048796181","https://openalex.org/W2073408464","https://openalex.org/W2075377481","https://openalex.org/W2075964274","https://openalex.org/W2077617176","https://openalex.org/W2089333586","https://openalex.org/W2091427048","https://openalex.org/W2118401512","https://openalex.org/W2151141708","https://openalex.org/W2167035575","https://openalex.org/W2263227826","https://openalex.org/W2467151200","https://openalex.org/W2482497309","https://openalex.org/W2525165845","https://openalex.org/W2614732443","https://openalex.org/W2770608370","https://openalex.org/W2792665168","https://openalex.org/W4240969601","https://openalex.org/W4245612575","https://openalex.org/W4250040931","https://openalex.org/W4252466171","https://openalex.org/W6634756089","https://openalex.org/W6720085045"],"related_works":["https://openalex.org/W2561290166","https://openalex.org/W2168158826","https://openalex.org/W2530755953","https://openalex.org/W2154017244","https://openalex.org/W928714965","https://openalex.org/W2060727697","https://openalex.org/W3037117122","https://openalex.org/W2182332995","https://openalex.org/W3145149329","https://openalex.org/W2543591478"],"abstract_inverted_index":{"This":[0],"study":[1,160],"assesses":[2],"the":[3,29,32,37,48,60,80,86,101,104,112,137,141,153,176],"perception":[4],"of":[5,18,28,79,115,133,139,145,180],"service":[6,39,66,116,170,178],"quality":[7,34,40,67,114,142,171,177],"provided":[8],"by":[9,123],"data":[10,87,163,168],"hosting":[11,164],"companies":[12],"to":[13,42,63,128,173],"system":[14,124,181],"administrators":[15,125],"at":[16,46,100,118],"one":[17],"South":[19],"Africa's":[20],"five":[21,106],"major":[22],"banks":[23],"in":[24,26,59],"Johannesburg":[25],"terms":[27],"difference":[30],"between":[31],"expected":[33],"level":[35,132],"and":[36,108],"actual":[38],"received":[41],"suggest":[43],"recommendations":[44],"aimed":[45],"resolving":[47],"issues":[49],"that":[50,92,111,162],"would":[51],"be":[52],"exposed.":[53],"The":[54,89,159],"SERVQUAL":[55],"model":[56],"was":[57,83],"adopted":[58],"survey":[61],"design":[62],"classify":[64],"key":[65],"dimensions.":[68],"With":[69],"a":[70,129],"100":[71],"<sup":[72],"xmlns:mml=\"http://www.w3.org/1998/Math/MathML\"":[73],"xmlns:xlink=\"http://www.w3.org/1999/xlink\">%</sup>":[74],"response":[75],"rate,":[76],"an":[77,94],"analysis":[78],"gap":[81,157],"score":[82],"conducted":[84,99],"on":[85],"collected.":[88],"findings":[90],"showed":[91],"such":[93],"exercise":[95],"has":[96],"never":[97],"been":[98],"company":[102],"over":[103],"past":[105],"years,":[107],"it":[109],"indicated":[110],"overall":[113],"is":[117],"its":[119],"lowest":[120],"as":[121],"perceived":[122],"which":[126],"leads":[127],"constantly":[130],"decreasing":[131],"customer":[134],"satisfaction.":[135],"From":[136],"evaluation":[138],"all":[140,152],"dimensions,":[143],"none":[144],"them":[146],"met":[147],"customers":[148],"satisfaction":[149],"criteria,":[150],"with":[151],"dimensions":[154],"presenting":[155],"negative":[156],"scores.":[158],"recommends":[161],"centers":[165],"should":[166],"implement":[167],"center":[169],"(DCSQ)":[172],"successfully":[174],"meet":[175],"expectations":[179],"administrators.":[182]},"counts_by_year":[],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
