The Development of Digital Service Quality Indicators in the Digital Era
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Abstract
This research aims to develop Digital Service Quality Indicators that effectively meet the needs of service recipients in the digital era. The study has three specific objectives 1) to develop indicators capable of accurately measuring customer satisfaction, 2) to analyze key factors influencing the development of these indicators amid ongoing digital transformation, and 3) to evaluate the impact of data analytics on enhancing the accuracy of the indicators. Employing a documentary research methodology, this study synthesizes and analyzes secondary data from relevant academic literature.
The findings reveal that a robust set of Digital Service Quality Indicators should encompass five key dimensions: efficiency, reliability, responsiveness, privacy and security, and ease of use. Critical factors influencing their development include technological integration, stakeholder expectations, data-driven decision-making, and sector-specific requirements. The research also confirms that leveraging data analytics significantly improves the precision of these indicators. Based on these results, the study provides recommendations for policymakers, academics, and future research to support the development of digital services that align with user expectations in the digital era.
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References
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