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Title	Smart Regency E-Service Quality Analysis With Multidimensional Hierarchical Model (Mhm) Approach: An Empirical Study Of Madura District
ID_Doc	51364
Authors	Darmawan A.K.; Siahaan D.O.; Dwi Susanto T.; Hidayanto A.N.; Umam B.A.; Walid M.; Hoiriyah; Subiyakto A.; Puspasari B.D.
Year	2020
Published	2020 8th International Conference on Cyber and IT Service Management, CITSM 2020
DOI	http://dx.doi.org/10.1109/CITSM50537.2020.9268850
Abstract	At present, almost every country struggle with the concept of intelligent cities to implement city management. A few earlier studies have produced numerous models for the quality measurement of information system services. A few studies have previously measured the quality of service and quality of experience in smart city applications. However, little research remains to explore the Smart District model's quality of services, which is quite different from the general concept of smart cities. This research aims to assess service quality from the use of smart mobile regions or districts. The model and approach used are the Multidimensional Hierarchical Model (MHM), a development model of the previous model, such as SERVQUAL, a viral model for measuring information systems quality services SERVPERF. Two hundred and seventy-two interviewees successfully collected data collections using the online survey method, data processing using AMOS software 24.0. The research findings showed that the proposed variable in the MHM model represents a positive and essential link for measuring the quality of smart district services. This research contributes to understanding the efficient use of smart mobile regional applications. This research proves that governments and policy-makers pay more considerable attention to important issues that affect smart cellular service quality. © 2020 IEEE.
Author Keywords	e-Service Quality; mobile-based application; Multidimensional Hierarchical Model; smart city; smart regency

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