Effect of System, Information, and Service Quality and Green IT Attitude Towards User Satisfaction on Clientele ITSM Application Bank XYZ

The banking industry is increasingly shifting toward the advanced use of information technology (IT) to enhance customer service. It is important for the audience to be able to get satisfaction when using banking services. In this case, there are several factors that will impact user satisfaction when using the application. The study's objectives are to examine how system quality affects client satisfaction with the ITSM application at bank XYZ; how user satisfaction with the ITSM application for clients at bank XYZ is impacted by the quality of the information; how client satisfaction with the ITSM application at bank XYZ is impacted by service quality; and how client ITSM application at bank XYZ is impacted by a green IT attitude toward satisfaction. The research employs a quantitative approach, utilizing SEM PLS analysis. The result shows that the system quality has a positive and substantial impact on user satisfaction with a p-value of of 0.021 < 0.05; the information quality has a positive and significant impact on user satisfaction with a p-value of 0.000 < 0.05; the service quality has a negative and significant impact on user satisfaction with a p-value of 0.044 < 0.05; and green attitude has a positive impact on user satisfaction with a p-value of 0.000 < 0.05. The research results indicate that system quality, information quality, and green attitude positively influence user satisfaction, whereas service quality negatively influences it.

Information technology is very crucial at this time where almost all forms of business use information technology. One form of use of information technology is a product made from the Information and Communication Technology Technical Implementation Unit (UPT TIK) of Gorontalo State University (UNG), namely the Integrated Academic Information System (SIAT). SIAT is currently running for eight years in all faculties in UNG, but no research has been conducted on the level of satisfaction of its use of SIAT products. Using the DeLone and McLean (2003) model, this research was conducted to examine the satisfaction of SIAT users in terms of system quality, information quality and service quality and the intensity of the use of SIAT. Explanatory research methods with survey approaches are carried out. Data collected as many as 386 data from 500 data distributed by stratified random sampling method. Data were analyzed by PLS-SEM to test the hypothesis. The results showed that system quality had no significant effect on the intensity of use of SIAT, information quality and service quality had a significant effect on intensity of use, then when the intensity of use was intensely used by users, user satisfaction was better and vice versa when the satisfaction of users of SIAT was good. the higher it is. Keywords: system quality, information quality, service quality, usage intensity, user satisfaction.

BackgroundHospital Information Systems (HIS) are pivotal in enhancing decision-making, operational efficiency, and patient care. The quality of the provider-supported HIS, particularly in outsourced settings, critically influences user satisfaction and perceived net benefits. This study investigates the impact of provider quality, including system, service, and information quality, on user satisfaction and perceived net benefits in Malaysian public hospitals. Employing the DeLone and McLean Information System Success Model as a theoretical framework, this study also explores the mediating role of user satisfaction.MethodsStructural Equation Modelling using Analysis of Moment Structures (AMOS) was applied to data from 1,376 respondents across six hospitals.ResultsThe structural model revealed significant direct effects: system quality (β = 0.480, P < 0.001) and service quality (β = 0.438, P < 0.001) positively impacted user satisfaction, whereas information quality had no significant effect (P = 0.232). Service quality also significantly influenced perceived net benefits (β = 0.135, P < 0.001), as did user satisfaction (β = 0.342, P < 0.001). The indirect effects highlighted user satisfaction as a key mediator, with significant mediation observed for system quality (β = 0.164, P < 0.001) and service quality (β = 0.150, P < 0.001).ConclusionThis study highlights the critical mediating role of user satisfaction, providing deeper insights into user interactions in healthcare settings. In addition, it offers valuable contributions to understanding how system quality and service quality impact user satisfaction and perceived net benefits, along with practical recommendations for improving HIS.

The primary objective of this research is to thoroughly investigate the intricate dynamics and collective influence of essential elements within the e-learning domain. Examining the interdependencies and combined effects of technology system quality, information quality, and support services on user satisfaction. This study investigates the key factors affecting user satisfaction in e-learning at Universitas Negeri Makassar, focusing on the roles of Information Quality, System Quality, and Service Quality. Survey data from 231 diverse students were analyzed using a Likert scale questionnaire, with Structural Equation Modeling via IBM AMOS. The findings aim to reveal how these quality dimensions impact user satisfaction, potentially guiding enhancements in e-learning system design. A comprehensive study examining e-learning systems conclusively found that System Quality, Information Quality, and Service Quality are pivotal factors influencing user satisfaction. Improving system functionality, ensuring the accuracy and relevance of information, and delivering high-quality service were all significantly correlated with higher satisfaction levels among users. This underscores the critical need for educational institutions to prioritize these aspects to enhance the e-learning experience. The research presents strong evidence that educational institutions can significantly boost user satisfaction by focusing on the quality of the system, information, and services provided in e-learning platforms. These findings provide actionable insights for decision-makers in the education sector, suggesting that investments in these areas will likely yield positive outcomes in user engagement and satisfaction with e-learning systems.

In recent years, digital museums have employed information and communication technologies, such as sensor technology and machine vision, to provide new opportunities for preserving, exhibiting, and disseminating cultural heritage. The user-centred design approach is further advanced by the virtualised, portable, and intelligent display features of digital museums. Hence, it is crucial to clarify the components that affect user attitudes and experiences as well as the underlying mechanisms of these factors. This study combines the Information Systems Success Model and Expectation Confirmation Model to establish a research model for user satisfaction with digital museums. The findings indicate that (1) perceived platform quality, which encompasses information, system, and service quality, is the key factor that significantly affects user satisfaction; (2) confirmation of expectations partially mediates the relationship between perceived platform quality and user satisfaction; (3) perceived usefulness mediates the relationships between information quality and user satisfaction as well as system quality and user satisfaction; and (4) perceived usefulness and confirmation serve as chain mediators between perceived platform quality and user satisfaction. This study enriches the theoretical framework for evaluating user satisfaction in digital museums and emphasises the crucial roles of information, system, and service quality, confirmation, and perceived usefulness. This study provides valuable insights for managers, curators, and practitioners aiming to build and enhance digital museum user experiences.

Green IT (Information Technology) becomes one of the latest considerations to increase environmental sustainability and reduce the cost of Information Technology operation. However, the successful adoption of Green IT needs Green IT readiness measurement taken for the considerations of organizations leader. Green IT readiness focused on capability and maturity the Green IT effects on the organization. G-Readiness Molla was the integrated framework that usually used for Green IT Readiness. G-Readiness framework had five important dimensions, which were attitude, policy, practice, technology, and governance. Without considering how organization culture affected Green IT adoption. This research purpose was to build the appropriate model for inspecting the effect of organizational culture on the five dimensions of Green IT Readiness, that was Green IT Attitude, Green IT Policy, Green IT Practice, Green IT Technology, and Green IT Governance. Based on our literature review, we proposed a hypothesis: organizational culture was one of the key determinant factors in Green IT Readiness. Thus we updated the G-Readiness Molla framework by adding organizational culture as one of its dimensions

Bank XYZ is one of the biggest banks in Indonesia. It has IT Service Desk function under Information Technology Division that specifically handles complaints or problems related to IT. Knowledge management in IT service desk can help to increase the availability of information and knowledge for the IT service desk team who must provide explanations to users. IT Service Desk of Bank XYZ has built knowledge management system using open-source platform since 2017. It is called SDKPedia which was developed inhouse by IT Service Desk team and never been evaluated since it was built. The objective of this study is to evaluate SDKPedia as knowledge management system used in IT Service Desk Bank XYZ. Evaluation was carried out based on Delone and McLean assessment criteria. Survey is distributed to IT Service Desk worker and 31 valid feedback is used in this study. To determine the indications that have a substantial impact and result in a net advantage for SDKPedia, the PLS-SEM algorithm is utilized. Service quality is the only exogen latent variable that affected intension of use. While the other two exogen latent variable are system quality and information quality, did not have significant impact for intention to use or user satisfaction. Considering the findings of this study, several improvements can be made by the IT Service Desk manager to make the quality of SDKPedia better. The points that need more attention are information quality and system quality.

The rapid development of information technology influences on all fields of the economy. One form of the development of information technology is about how consumers shop through online stores. Researchers need to do this research because nowadays there are many online stores that have developed in Indonesia. Researchers want to know how much influence the quality of information and service quality on customer satisfaction and make a positive contribution and make continuous purchases at the online store. This study uses the Delone and Mclean methods and with AMOS software. The purpose of this study is to analyze a number of hypotheses, which are: H1: System Quality has a positive effect on Use; H2: Use has a positive impact on net benefits; H3: System Quality has a positive impact on User Satisfaction; H4: User Satisfaction has a positive effect on Use; H5: Information Quality has a positive effect on Use; H6: Information Quality has a positive effect on User Satisfaction; H7: User Satisfaction has a positive effect on Net benefits; H8: System Quality has a positive effect on Information Quality; H9: Information Quality has a positive effect on System Quality. The test results can be seen that Quality System has a positive effect on User Satisfaction, this can be seen from the estimated value of 0.529, User Satisfaction has a positive effect on the Net benefits that can be seen from the estimated value of 1,146, and User Satisfaction has a positive effect on Use with an estimated value of 1,352. From the test results with the final research model that supports the hypothesis (H0) said that there is a relationship between variables with the level of satisfaction of the Sorabel Application to the Sorabel Application user as a medium for online purchases

Investment in information technology is currently experiencing rapid growth and has become an essential requirement for organizations, both in the business and government sectors. The diverse characteristics of information systems, complete with their advantages and disadvantages, create competition in innovation to demonstrate organizational excellence. Personnel Management Information System is a procedure and procedure that integrates the collection, processing, analysis, presentation, utilization, and documentation of employee data. This study aims to analyze the effect of system quality, information quality, and service quality on net benefits through user satisfaction at the Malang Regency Personnel and Human Resources Development Agency. The research method used is quantitative with saturated sampling technique, involving 86 respondents. Data analysis was carried out through descriptive analysis, classical assumption test, t test, and path analysis. The results showed that system quality, information quality, and service quality have a significant influence on user satisfaction of the personnel management information system. In addition, user satisfaction also has a significant effect on the net benefits generated from the information system.

A Study of Influence of Information, System and Service Quality on the Success of E-Ticket Booking Firms in India

The study was conducted to establish the major factors that affect the adoption of information and communications technology on court service delivery in Zambia. This study was guided by the updated Information System Success Model (ISSM) which was used as the conceptual framework to generate thirteen (13) hypotheses which were analyzed after data collection and findings. This research adopted the explanatory research design and used the quantitative methodology to examine the adoption and impact of digitalization at the High Court of Zambia in Lusaka within a positivistic paradigm. The target population consisted of approximately 180 employees that use information systems and it was from this population that the sample was drawn. The sample of 103 was selected by utilizing the stratified random sampling method. Descriptive analysis and Pearson’s correlation were used to analyze the results. The findings revealed that there was a strong positive statistical relationship between the use of ICT and self-efficacy, Information Quality, IT Security, System quality, service quality, net performance and User Satisfaction in ICT. Furthermore, the findings revealed that there was a strong positive statistical relationship between the user satisfaction in ICT and self-efficacy, Information Quality, IT Security, System quality, service quality, net performance and the use of ICT. Thus, the study concludes that an increase in Self-efficacy, Information Quality, IT Security, System quality, service quality, net performance, and User Satisfaction in ICT can enhance the use of ICT, and an increase in self-efficacy, Information Quality, IT Security, System quality, service quality, net performance and the use of ICT can also enhance user satisfaction in ICT. The study recommends that although the Service Quality was statistically significant to both System use and User satisfaction in the adoption of ICTs. Thus, ICT provides reliable services as well as technical support provided by authorities that satisfy users. The government is required to build technical capability of users to make them help each other when they are facing difficulties in using ICT system in their daily activities. Also, the government has to facilitate the technical support team or helpdesk to work 24 hours per week in order to support users for the effective use of the system.

Since the needs for academic management are always changing, the creation of academic information systems must focus on user benefits and satisfaction in order to gauge how successful academic management systems are. This research uses the Delone and McLean IS Success Model which is known as one of the system success models, so the aims to ascertain the effects of system, information, and service quality, as well as usage rate, on benefits and user satisfaction SIAKAD system. Respondents were determined using the Slovin formula and taken using proportionate stratified random sampling techniques as many as 100 people. Descriptive analysis was carried out to explain respondents' perceptions and evaluate the success of the system using Three levels of communication were used to measure the success of the system: technical, semantic, and effectiveness levels. The Delone and Mclean IS Success Model's variable relationships were investigated using SEM-PLS analysis. Hypothesis testing results indicate that User Satisfaction is significantly impacted by Information; System; and Service Quality, then Information Quality also significantly affects Usage; and Net Benefits are significantly impacted by User Usage and Satisfaction; however, neither System Quality nor Service Quality significantly affects Use or Use on User Satisfaction.

Pain records provide important data to medical teams to guide their provision of pain management interventions. Incomplete records and records that do not integrate pain data will affect patient safety. Use of information technology helps facilitate communication within the medical team and improve quality of care. This study was designed to evaluate the effectiveness of a pain management information system. The questionnaire survey method was employed in this study. The system-evaluation questionnaire was designed based on the six dimensions of the information system success model (ISSM), including system quality, information quality, service quality, intention to use, user satisfaction, and net benefits. Three months after the pain management system was implemented, the opinions of 282 nurses from a medical center in central Taiwan were collected. Research data were analyzed using descriptive and inferential statistical methods. Of the six dimensions, "information quality" received the highest average score (4.71). The two dimensions of "intention to use" and "user satisfaction" had the highest correlation with "net benefits". "User satisfaction" was found to have the highest predictive power for the "net benefits" of the system, with an explanatory power of about 81.2%. The pain management system considered in this study was shown to provide complete and accurate pain management information, which is an important factor affecting nurses' intention to use and satisfaction. The evaluation results based on the ISSM show the pain management system to be a good information system that generates accurate information and has a high intention-to-use rate and high rate of user satisfaction.

Information technology that makes information sharing easier has been developed, and the number of consumers who are accustomed to using digital devices has increased. With the advent of the non-face-to-face financial era, insurance companies and consumers are increasingly interested in Internet insurance, where customers can meticulously check and subscribe online without going through an insurance agency. Internet insurance is expected to grow further as it is not only a simple product structure, but also is easy to use, with low insurance premiums, and has various information available. This study focuses on analyzing the relationship between quality of service in internet insurance and intention to use, user satisfaction, and intention to purchase. The factors that determine service quality were classified into transaction swiftness, autonomy of choice, competitiveness of insurance premiums, and quality of information. The summary of the study is as follows. First, transaction swiftness had a significant effect on the intention to use and on user satisfaction. Second, autonomy of choice had no significant effect on the intention to use and on user satisfaction. Third, the competitiveness of insurance premiums had a significant effect on the intention to use and on user satisfaction. Fourth, the quality of information had no significant effect on the intention to use but had a significant effect on user satisfaction. Fifth, the intention to use had a significant effect on the intention to purchase and user satisfaction had a significant effect on the intention to purchase.

The development of information technology (IT) is not only an impact on business processes but also on information systems within the enterprise. Beyond these developments, the potential benefits of computers in assisting managerial decision yet to be fully realized because of the level of satisfaction is low by users. Several models have been built to analyze and understand the factors - factors that influence satisfaction use of computer technology, the model results of research in various fields of science including the Theory of Reasoned Action (TRA), Theory of Planned Behavior (TPB), and the Technology Acceptance Model (TAM). This study aims to empirically examine the determinants of user satisfaction MYOB accounting software in Bandar Lampung, using the model of the Technology Acceptance Model (TAM) with the addition of the variable quality of information and service quality. With the method of survey (questionnaire) of a sample of users of MYOB in Bandar Lampung were taken by purposive sampling, the results of the study concluded, in partial satisfaction of the user only significantly influenced by quality of service, but the effect is not significant by Perceived Ease, Perceived Benefits and Information Quality. While thesimultaneous influenced by four factors.Keywords: satisfaction of users, TAM, Information Quality, Quality of Service, MYOB