Smart Regency E-Service Quality Analysis with

Multidimensional Hierarchical Model (MHM)

approach: an empirical study of Madura District
1st Aang Kisnu Darmawan 2nd Daniel Oranova Siahaan 3rd Tony Dwi Susanto
Department of Information System Department of Informatics Department of Information System
Universitas Islam Madura Institut Teknologi Sepuluh Nopember Institut Teknologi Sepuluh Nopember
Pamekasan, Indonesia Surabaya, Indonesia Surabaya, Indonesia
ak.darmawan@gmail.com daniel@if.its.ac.id tonydwisusanto@is.its.ac.id

4th Achmad Nizar Hidayanto 5th Busro Akramul Umam 6th Miftahul Walid
Faculty of Computer Science Department of Informatics Department of Informatics
Universitas Indonesia Universitas Islam Madura Universitas Islam Madura
Depok, Indonesia Pamekasan, Indonesia Pamekasan, Indonesia
nizar@cs.ui.ac.id busro.umam@gmail.com miftahwalid@gmail.com

7th Hoiriyah 8th A'ang Subiyakto 9th Betty Dewi Puspasari

Department of Information System Department of Information System Department of Informatics
Universitas Islam Madura UIN Syarif Hidayatullah Jakarta Sekolah Tinggi Teknik Atlas Nusantara
Pamekasan, Indonesia Jakarta, Indonesia Malang, Indonesia
hoiriyah.file.uim@gmail.com aang_subiyakto@uinjkt.ac.id betty@sttar.ac.id

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.
Keywords—e-Service Quality, smart city, smart regency,
Multidimensional Hierarchical Model, mobile-based application
I. INTRODUCTION
Smart City design is an integrated ICT-based urban
planning and management framework. This system will
solve an increasingly complex range of urban issues through
the efficient use of community resources[1],[2],[3],[4]. Smart
City promotes human wealth management, economic
development, stability, and social sustainability in
community life and progress[5]. Smart cities' concepts are
often used in civil governments in many cities around the
world and in Indonesia, including Madura Island[6], [7].
An important and crucial factor in the development of
smart cities is assessing the quality of information system
services in an intelligent city framework. Some studies on
the quality of service in the implementation of a smart city,
including Fasa et al. (2017) research on quality assessment of
bus service in South Tangerang[8], An analysis of smart city
technology initiatives under ISO 37120 by Arman et all
(2015)[9], Nasrallah et (2014) research on the quality of
service models in the smart cities of the IEEE 802.11
communication protocol[10], study Floris et tous (2018) on
Smart City Services quality management experience[11],
Research by Noskov et al. ( 2018) on facts and principles in
web applications for service assurance[12], Huang et al. (
2018) work on IoT's optimization of M2 M connectivity and
quality service for sustainable Smart City [13] and Rodriguez
et al. ( 2019) Work on smart city management and efficiency
of community heritage services[14].
Implementing the Smart Sustainable City concept has
significant problems, including a lack of a suitable
framework[15], a Simple structure rather than complex urban
problems and needs[16], Glossy finished[17], and a
weakness to promote sustainable city understanding and
awareness[18]. Lack of engagement and collaboration of
intelligent urban stakeholders is also essential[19] and lack
of social participation[20].
However, in numerous countries, there are significant
differences between cities and areas, population, livelihoods,
policy structuring, social and cultural aspects, economic
aspects, laws, geographic circumstances, problems driven by
function, settlement, and environmental issues[21],[22],[23].
Therefore, the Smart District IT assessment is necessary for
recent and unique studies, which vary considerably from
smart cities.
In the past, the fourth department was prepared to grow
smart cities, especially in Madura, Pamekasan, and
Sumenep. One research aims to build smart mobile

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rebuilding. This framework provides an overview of the intelligent cities are simple governance, intelligent
communities and stakeholders that are important for infrastructure and brilliant economy, smart citizens,
intelligent regenerative programs. Some previous studies intelligent conditions, and intelligent mobility.
examined key functional factors[7] and smarter urban
planning[6].
This research aims to determine the quality of services
through the usage of smart mobile regions or districts. The
Multidimensional Hierarchical Model (MHM), a
development model of the previous model, is the paradigm
and methodology used, such as SERVQUAL, a viral
paradigm to assess quality information system services
SERVPERF. This work helps to explain the efficient use of
intelligent mobile regional applications. This work shows
that governments and policy-makers pay more attention to
important issues that impact intelligent cellular service
quality.
Fig. 1. Garuda Smart City Framework[33]
II. LITERATURE REVIEW
B. Multidimensional Hierarchical Model (MHM) approach
A. The Smart Cities Background
The model and approach of Mobile Service Quality, also
A smart city's philosophy is to establish civil authority known as the Multidimensional Hierarchical Model (MHM)
through an integrated, interconnected, and automated ICT approach, is a comprehensive model evaluating the quality of
management model. On the world stage, every city competes information system services proposed by Yaobun Lu et
for a smart and durable city. For efficient data collection, al.[34]. This model is a development model of the SERV-
monitoring, analysis, and recovery using large-scale data QUAL and SERVPERF models by making adjustments to
technology, sensors use the IoT approach. The data collected mobile-based services' essential characteristics. In the MHM
are then processed and analyzed to make strategic decision- Model, fifteen important constructs build mobile-based
making useful. This expertise is gathered from the public and information system services, namely Interaction Quality
facilities. It illustrates how traffic, violence, waste Attitude, Expertise, Problem Solving, Information,
management, infrastructure, water supply, libraries, Information Quality Equipment, Design, Situation, Outcome
electricity production and storage, education and health Quality, Punctuality, Tangibles, Valence, Corporate Image,
facilities, hospitals, and other public services are controlled. Service Quality. There has been little research in the
Information systems Information systems[24][25]. literature on the quality assessment of information system
The coordination and functional connections between services using the MHM approach, only some of them,
ICT and physical infrastructure can be linked with practical including the Study by Research by Youbun Lu et al. (2009)
and operational services connected to the city and society about A dynamic and hierarchical mobile service efficiency
members through the IoT network[26]. Smart cities' success model[34], a study by Martínez Caro et al. (2008) about
is influenced by a variety of critical factors such as Build a multidimensional and hierarchical model of travel
technology, organization, governance, government policies, agency efficiency[35] and research by Balog, Alexandru et
economics, the working environment, and infrastructure. al. (2011) about Using a multidimensional approach for the
Smart City Management must consider the six central and evaluation of digital libraries[36].
essential dimensions: transparent government, creative The variables and indicators items in the
economy, intelligent life, intelligent citizens, and intelligent Multidimensional Hierarchical Model (MHM) approach are
mobility[27]. The Garuda Smart City concept is one of the presented in the following table:
famous smart cities[28][29][4], Cohen's Boyd
Wheel[18][30][31][32], and the Smart City Framework
Model of Telkom. The six core perspectives and actions of
TABLE I. INSTRUMENT OF VARIABLES AND INDICATORS OF MULTIDIMENSIONAL HIERARCHICAL MODEL[34]
No Dimensions Items Symbols
1 Interaction Quality I would like to say I have an outstanding experience with this mobile-apps service provider IQA1
Attitude (IQA) I would like to assume that my experience with the mobile-apps is high in quality. IQA2
I can depend on a professional mobile-apps service provider IQA3
The mobile-apps service provider's attitude reflects its readiness to support me IQA4
I understand the mindset of the mobile-apps service provider my needs IQA5
2 Expertise (E) I can depend on the mobile-apps service provider who knows their work E1
The mobile-apps service provider will respond quickly to my questions E2
The mobile-apps company knows that I use its expertise to meet my needs. E3
3 Problem Solving The service operator displays a genuine interest in solving a problem PS1
(PS) The mobile-apps service provider will deal directly and instantly with my question or concern PS2
The mobile-apps service provider is aware of how important it is for me to fix issues or problems PS3
4 Information (I) I depend on the information provided by the security mobile-apps program I1
The security mobile-apps device tells me when the service is delivered. I2
The protection mobile-apps system understands what customer information is needed I3
5 Information Quality I should say that the mobile device provider's physical environment is one of the best in its industry IQE1

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Equipment (IQE) I will strongly rate the physical environment of the mobile-apps service provider IQE2
I assume that the mobile-apps network is secure. IQE3
The mobile-apps network also offers secure connections as I perform security trading. IQE4
The operator acknowledges the value of the mobile-apps network for consumers IQE5
To complete all safety cycles, I depend on my mobile phones. IQE6
My mobile-apps device's response speed is fast IQE7
The mobile-apps service provider may offer the same service with different mobile devices IQE8
6 Design (D) I have a strong impression of the interface architecture of the security mobile-apps framework D1
The mobile-app security system architecture serves my purposes D2
The supplier of mobile apps understands the device design of the framework. D3
The supplier of mobile apps is conscious of the protection trade device interface design. D4
7 Situation (S) Generally speaking, the mobile-apps network satisfies my needs S1
I also get real-time details from mobile-apps service providers in enclosed areas such as cellars and lifts. S2
When I was in confined spaces, like basements and elevators, I would gather real-time information S3
8 Outcome Quality I already have an outstanding experience with mobile phones OQ1
(OQ) I gladly accept what the customer is offering by the mobile device business OQ2
Punctuality (P) I depend on the input received when the security mobile-apps is through. P1
Once the mobile-apps is complete, the trading details were returned on time P2
When investing in shares, the mobile-apps service provider can provide personalized details P3
9 Tangibles (T) The information processing time is predictable during security mobile-apps T1
The mobile-apps service provider offers information quickly during security trading T2
The mobile-apps service provider knows that timeliness is essential for me too T3
10 Valence (V) When the mobile apps service has been completed, I generally feel that I have a good experience V1
I assume that the provider of mobile apps wants to give me a good experience V2
I believe the supplier of mobile apps knows what kind of consumer engagement they want V3
11 Corporate Image This developer of mobile apps is known CI1
(CI) The mobile-apps service offered by the service provider is well-known CI2
12 Service Quality I would say that a provider of better support for mobile applications SQ1
(SQ) I assume that the mobile applications service provider provides competitive services SQ2

secondary data. The key data are conducted through

C. Mobile-based Madura District Smart Regency
Application.
The idea of sustainable smart cities was implemented and
built-in four districts of Madura's residence. One of them is
creating smart mobile regency services, which include the
introduction of the Sumekar Online Application and
Pamekasan Smart apps, two mobile, smart regency services.
This mobile app is predictable for the growth of smart
regeneration in Madura Island.
interviews and questionnaires on intelligent urban actors,
especially the public sector and the Sampang and Pamekasan
Regencies communities. The questionnaire was compiled on
a 5-point Likert scale, according to Venkatesh's research. A
sample of 272 respondents is used in this analysis. This
study's department of research is the intelligent mobile agent
application for medical institutions, health, public services,
administration, tourism, hotels, licenses, restaurants, regional
capacity, and e-commerce services. Questionnaires are
shared online and offline in direct interviews with
respondents. Issues were distributed. Issues. Response scale:
"1"," 2"," '3"," 4"," 5"' = consensus and "5' = indeed
consensus.
This can be seen in the study structure, which focuses on
the MHM models:

Fig. 2. Mobile Smart Regency systems such as Pamekasan Smart and

Sumekar Online

III. METHODOLOGY
This research takes a quantitative and concise approach.
Specific observations are made on the target. The evaluation
process for the quantitative knowledge relating to the
analysis is performed. This research uses primary and

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I3 0.124 Invalid
D1 0.652 Valid
D2 0.527 Valid
Design
D3 0.549 Valid
D4 0.574 Valid
S1 0.661 Valid
Situation S2 0.711 Valid
S3 0.739 Valid
Outcome OQ1 0.853 Valid
Quality OQ2 0.729 Valid
P1 0.541 Valid
Punctuality P2 0.628 Valid
P3 0.530 Valid
T1 0.659 Valid
Tangible T2 0.695 Valid
T3 0.615 Valid
V1 0.591 Valid
Valence V2 0.630 Valid
V3 0.556 Valid
Corporate CI1 0.305 Invalid
Image CI2 0.865 Valid
Interaction IQ1 0.468 Invalid
Quality IQ2 0.576 Valid
Environment EQ1 0.520 Valid
Quality EQ2 0.576 Valid
SQ1 0.584 Valid
Service Quality
SQ2 0.480 Invalid
IQE1 0.290 Invalid
Fig. 3. Research Framework based on the Multidimensional Hierarchical IQE2 0.429 Invalid
Model[34] Information IQE3 0.540 Valid
Quality IQE4 0.682 Valid
For data analysis, AMOS 24.0 software uses the Equipment IQE5 0.583 Valid
Structural Equation Modeling and Path Analysis model. The IQE6 0.544 Valid
report outlines fourteen research hypotheses using data IQE7 0.462 Invalid
collection experiments using the testing technique and
examines them empirically. Tests are presented in the table. The findings of this
study's concurrent validity check show that the majority of
IV. RESULT AND DISCUSSION
measures for latent variables are above 0.5 external load
The validity test, the reliability test, was carried out only values. However, the indicators also have a load value of
after Public and local government questionnaires were less than 0.5: IQA3, IQA4, E3, PS1, PS3, I2, I3, CI1, IQ1,
collected. Validity tests are done to see if each question is SQ2, IQE1, and IQE2.
based on a factual basis. During reliability, checking the
questionnaire may be counted or not. A practical and TABLE III. DISCRIMINANT TEST RESULT
accurate questionnaire tool offers similar test results.
V T P S D IQE I PS
Convergent validity is used to measure correlation values
V 0.611
between indicator scores at the same time. T 0.529 0.599
P 0.407 0.469 0.403
The validity test is used for this analysis to assess the
S 0.529 0.574 0.46 0.765
system's exactness and then check its validity, and D 0.49 0.407 0.32 0.394 0.363
convergent validity checks and validity biased examinations.
IQE 0.287 0.29 0.206 0.244 0.23 0.158
Once the external load value is > 0.5, it can be assumed to be
exact. I 0.494 0.406 0.348 0.33 0.415 0.2 0.6

PS 0.296 0.368 0.278 0.296 0.246 0.196 0.226 0.255

TABLE II. VALIDITY TEST RESULT
E 0.305 0.357 0.307 0.306 0.277 0.217 0.277 0.268
Latent Reflective Outer
Information A 0.3 0.326 0.293 0.414 0.251 0.194 0.176 0.238
variable Indicator Loading
IQA1 0.580 Valid CI 0.284 0.251 0.216 0.204 0.253 0.123 0.344 0.145
IQA2 0.739 Valid
Interaction OQ 0.71 0.739 0.607 0.831 0.522 0.352 0.41 0.412
IQA3 0.493 Invalid
Quality attitude
IQA4 0.410 Invalid EQ 0.451 0.417 0.327 0.454 0.337 0.214 0.345 0.242
IQA5 0.605 Valid
IQ 0.329 0.399 0.269 0.266 0.256 0.183 0.273 0.248
E1 0.514 Valid
Expertise E2 0.587 Valid SQ 0.353 0.283 0.23 0.353 0.262 0.156 0.288 0.162
E3 0.420 Invalid
PS1 0.484 Invalid TABLE IV. DISCRIMINANT TEST RESULT (CONT)
Problem
PS2 0.556 Valid
Solving
PS3 0.574 Invalid
PS E A CI OQ EQ IQ SQ
I1 0.965 Valid
Information
I2 0.434 Invalid

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PS 0.255 Figure 4 shows CFA testing on a multidimensional

hierarchical model where hypothesis testing in this study
E 0.268 0.307
uses construct validity, i.e., indicators that have an outer
A 0.238 0.262 0.378 loading value> 0.5 are declared valid. And indicators that
CI 0.145 0.182 0.112 0.195 have outer loading value <0.5 are declared invalid. In this
OQ 0.412 0.419 0.543 0.261 1.229
study, the indicators IQA1, IQA2, IQA5, E1, E2, PS2, I1,
D1, D2, D3, D4, SI1, SI2, OQ1, OQ2, P1, P2, P3, T1, T2,
EQ 0.242 0.265 0.275 0.211 0.557 0.342 T3, V1, V2, V3, CI2, EQ1, EQ2, SQ1, SQ2, IQE3, IQE4,
IQ 0.248 0.247 0.175 0.165 0.376 0.238 0.245 IQE5, IQE6 were declared valid because the outer loading
SQ 0.162 0.19 0.203 0.174 0.381 0.268 0.164 0.289 value was> 0.5, while the variables IQA3, IQA4, E3, PS1,
PS3, I2, I3, CI1, IQ1, SQ2, IQE1, IQE2, IQE7 are declared
Check the validity of discrimination based on the above
invalid because the outer loading value is <0.5
table; the value of cross-loading is shown to differ > 0.5. To
infer that all latent variables have discriminatory validity. The following findings can be seen based on test results:
However, some variables with a value below 0.5 are still
available, including IQA3, IQA4, E3, PS1, PS3, I2, I3, CI1,
IQ1, SQ2, IQE1, and IQE2 variables.

TABLE V. TEST RESULT RELIABILITY

Composite
Latent variables Information
Reliabilities
Interaction Quality Attitude (IQA) 0.378 Not Reliable
Expertise (E) 0.307 Not Reliable
Problem Solving (PS) 0.255 Not Reliable
Information (I) 0.600 Reliable
Information Quality Equipment (IQE) 0.158 Not Reliable
Design (D) 0.363 Not Reliable
Situation (S) 0.765 Reliable
Outcome Quality (OQ) 0.928 Reliable
Punctuality (P) 0.403 Not Reliable
Tangibles (T) 0.599 Reliable
Valence (V) 0.611 Reliable
Corporate Image (CI) 0.195 Not Reliable
Interaction Quality (IQ) 1.128 Reliable
Environment Quality (EQ) 0.982 Reliable Fig. 5. SEM Model performance with AMOS 24.0
Service Quality (SQ) 0.782 Reliable
After verifying the validity, a reliability check was Figure 5 shows the relationship between variables and
conducted. This test is carried out by measuring the strength the influence of the independent variable on the dependent
of the composite. The latent variable may be called excellent variable. The independent variables' attitude, expertise,
or reliable if the reliability check value is more significant problem-solving, and information all significantly affect the
than 0.5. It shows that the variable is a latent one of the interaction quality variable. Likewise, the design and
values I, S, OQ, T, V, IQ, EQ, and SQ above 0.5 and is situation variables significantly affect the environment
therefore considered reliable. But the variables IQA, E, PS, quality variable, and the punctuality, tangible, and corporate
D, OQ, P, and CI are below 0.5, therefore not reliable. image variables also have a significant effect on the
Path analysis has been used to evaluate the structural outcome quality variable because all of these variables have
model in AMOS. This is the CFA and framework for this a critical ratio value of 1.96. However, the equipment
research: variable does not significantly affect the environment
variable. The valence variable does not significantly affect
the outcome quality variable because the two variables'
critical ratio value is <1.96. Furthermore, the relationship
between the first dependent variable and the second
dependent variable, namely interaction quality,
environmental quality, and outcome quality variables,
significantly affects the service quality variable because the
critical ratio value of all these variables is> 1.96.

TABLE VI. RESULT HYPOTHESIS ANALYSIS

Critical
Hypothesis Relations Noted Result
Ratio
H1 AttitudeInteraction 2.360 >1.96 Accepted
Quality
H2 ExpertiseInteraction 3.070 >1.96 Accepted
Quality
H3 Problem 6.288 >1.96 Accepted
SolvingInteraction
Fig. 4. AMOS 24.0 Model Confirmatory Factor Analysis

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Quality ACKNOWLEDGMENT
H4 InformationInteraction 2.644 >1.96 Accepted
Quality Recognition Our thanks go to the Republic of Indonesia's
H5 EquipmentEnvironment 1.249 <1.96 Rejected Ministry of Science, Technology, and Higher Education for
Quality supporting this work through funding. This study was
H6 DesignEnvironment 7.169 >1.96 Accepted performed in conjunction with the University Collaborative
Quality Research Scheme with Contract No. 039 / SP2H / LT-
H7 SituationEnvironment 5.875 >1.96 Accepted
Quality
MONO / LL7 / 2020.
H8 PunctualityOutcome 6.612 >1.96 Accepted
Quality
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