This paper constitutes discussion of background in the swift growth and
development of science and technology as its theoretical aspects. In
geographical unit analysis, it refers to the Global Competitiveness Index 2013-
2014, based upon World Economic Forum. The mentioned theoretical aspects
are further equipped with the empirical aspects in Pharmaceutical Industry, as
Industry unit analysis. The mentioned Industry in this paper explores the usage
of ServQUAL as relates to Information System Quality, known as Hyperion
and Oracle, in the case study of PT. Anugrah Argon Medica. The analysis in
this paper provides also the analysis using ARENA Simulation Software.
Simultaneously the ServQUAL is deemed as the methodology in this paper,
using questionnaire with its 44 items and is divided into two sections, each
section covering 22 questions to represent the perceived level analysis of
employees and level of expectation. The result of this paper continues to the
stage of questionnaire into the analysis of expectation versus perception level
of users using existing information systems of the company as the case study.
The mentioned results are related to the objectives of this paper to increase
33% as compare to the current systems to the appropriate level of information
systems usage that eventually increase customer satisfaction.
Soebandrija K. E. N and Enrico. (2014). Information System Quality: Industrial Engineering Perspectives on Servqual In Pharmaceutical Industry. International Journal of Applied Engineering Research, 9 (24), 24579-24589.
Information System, ServQUAL, Pharmaceutical Industry, Industrial Engineering, Expectation versus Perception Level