The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework

Abstract

Background: Every year, the number of T-Cash users is increasing significantly. However, the increase is not in sync with the number of T-Cash transactions. In this year, it was noted that active T-Cash users were only 35%. Some clinical studies have established an assessment of the quality of services, there are several dimensions assessed according to the topic of research. The dimensions of service quality used in this study are dimensions of efficiency, reliability, responsiveness, privacy, and security.Objective: This study aims to build general models and simulations in increasing customer satisfaction with the quality of T-Cash services and produce the best scenarios that can be used by policymakers in increasing customer satisfaction.Methods: System dynamics framework is utilized for the development of the model and scenarios. Because by using a system dynamics framework can predict service quality sometime in the future so that it can produce policies for the company.Results: The simulation results are considered valid because they produce E1 values of 3% (E1 valid when E1 ≤ 5%) and E2 of 7% (E2 valid when E2 ≤ 30%). E1 is mean comparison and E2 is error variance. Based on these 2 scenarios, a policy can be taken that scenario 1 significantly increases customer satisfaction compared to scenario 2.Conclusion: Based on the simulation that has been done, it can be concluded that the dimensions of responsiveness, privacy, reliability, security, and efficiency have an effect on improving service quality. On the scenario 1, it can be concluded that with the addition of the user friendliness dimension, the service quality will experience a significant increase over the next 5 years.

Causal Loop Diagram for Better Understanding of Customer Satisfaction in The Indonesian Public Service

“…From the causal loop diagram, there were four essential feedback loops: 1. Balancing 1 (B1): Customer satisfaction affects loyalty (Octabriyantiningtyas & Suryani, 2019). Atmaja & Puspitawati (2019) also stated that service quality and customer satisfaction had a favorable and significant impact on customer loyalty.…”

“…The system dynamics model has been used to investigate the structure of the variables that influence customer satisfaction in several circumstances. According to Octabriyantiningtyas & Suryani (2019), satisfaction is defined as a person's pleasing emotion or disappointment over the contrast of perceptions of product performance in relationships or expectations. Kuo et al (2009) define customer satisfaction as "consumers' overall perception of their consumption."…”

Causal Loop Diagram Kepuasan Pelanggan terhadap Layanan Publik: Studi Kasus Direktorat Registrasi Pangan Olahan, BPOM

“…Hasil penilaian pelanggan yang telah menerima pelayanan terhadap kinerja pemberi pelayanan (Octabriyantiningtyas & Suryani, 2019) 24 Willingness/ Awareness dari pelanggan Suatu bentuk kemauan atau kesadaran pelanggan untuk mengenal, mengingat dan menggunakan suatu layanan (Arianty & Andira, 2021) 25 Pelanggan lama Pelanggan telah menerima pelayanan sebelumnya dan berkomitmen serta bermaksud untuk menggunakan ulang pelayanan tersebut (Kurriwati, 2015) 26 Pelanggan baru Pelanggan yang baru pertama menggunakan produk atau layanan (Kurriwati, 2015) 27 Jumlah permintaan proses pelayanan publik Jumlah pengajuan permohonan penilaian dokumen pre market registrasi pangan olahan untuk mendapatkan izin edar (BPOM, 2020b)…”

Integration Kano Model and E-Servqual to Evaluate Online Travel Agent Services in Bandung 2022

“…The attributes of needs in the context of Tiket.com was obtained from VoC by conducting in-depth structured interviews, from which the dissatisfaction of the travel agency's customers was identified; this process is regarded as the initial survey. The sample was selected using the probability sampling method, in which all population have the opportunity to be selected as samples, and simple random sampling technique, in which the respondents were chosen randomly regardless their level in the population (Zobnina & Rozhkov, 2018) The affinity diagram links between the required quality and the specified e-service quality dimensions (Octabriyantiningtyas & Suryani, 2019). The dimensions selected to be used in this research are reliability, responsiveness, fulfillment, ease of use, information, security, and efficiency, shown in Table 2.…”