Information System Service Quality Research Articles

The role of perceived risk as a moderating variable: Customer data, IndiHome Telkom Surabaya city

This study aims to find out how perceived risk acts as a moderating variable, and how the quality of information systems, service quality, and perceived trust affect customer satisfaction of IndiHome Telkom users in the city of Surabaya. This study employs a structural equation model data collected from 385 respondents who were selected using a purposive sampling method. The respondents were drawn from the population of IndiHome Telkom users residing in the city of Surabaya. The sample criteria are customers who have used IndiHome for at least 3 months, and are at least 17 years old. The findings indicate that the perceived risk is with a positive moderator. Perceived trust serves as a constructive mediating factor in the association between information system quality and service quality which ultimately influence customer satisfaction. Research also proves that information system quality, service quality and perceived trust make a positive contribution to customer satisfaction. This study concludes that perceived risk with a transactional process does not harm consumers rather it strengthens consumer’s satisfaction. These findings can be used to attract more Indihome Telkom customers in Surabaya, by increasing perceived trust and reducing perceived risk. It is recommended that Telkom improves network quality and computer hardware quality. This will have a positive impact on the satisfaction of IndiHome Telkom users.

Sosialisasi Pelaksanaan Pengelolaan Obat Di Puskesmas Mamajang

Drug management is a pharmaceutical service activity that starts from planning, procurement, distribution, use and disposal of drugs. The aim is to ensure the continuity and availability of efficient, effective and rational medicines, increase the competency of pharmaceutical staff, create a management information system and implement service quality control and implementation relationships in drug management at the Mamajang Community Health Center, Mamajang District, Makassar City. Collection was carried out through in-depth interview techniques and direct observation. The results of drug planning at the Mamajang Community Health Center are in accordance with the drug management guidelines which are seen based on needs at the Community Health Center. Requests for drugs are in accordance with the procedures for procuring/requesting drugs from the Health Service via LPLPO to the District Pharmacy Warehouse (GFK). The distribution of medicines at the Mamajang Community Health Center is not in accordance with the drug management guidelines from GFK and is not in accordance with the needs at the Community Health Center, due to the lack of budget from the APBD which is channeled through the City Health Service. The conclusion is that the planning and use of drugs is in accordance with procedures, while the distribution of drugs is not in accordance with drug management guidelines because the APBD budget is not channeled through the Health Service. So it is hoped that when distributing medicines from the Makassar City Health Service or (GFK) they should pay attention to the procurement/request for medicines based on the LPLPO. The high population ratio in Pamenang, Tanjung, and Gangga Districts compared to existing health facilities and personnel is a very principal problem related to health education for the community, including information about health. One of them is about the correct procedures for obtaining, using, storing and managing medicines which includes how to use special medicines. The aim of this socialization is to educate human resources at the Mamajang Community Health Center. Socialization of this program is carried out through the delivery of material, discussions, questions and answers, demonstrations by pharmacists. The participants happened to be human resources at the Community Health Center who were very enthusiastic about this program because of the participants' activeness in asking and answering questions about drug management.

Pengaruh Kualitas Sistem Informasi Akademik, Kualitas Informasi Dan Kualitas Layanan Terhadap Kepuasan Mahasiswa Program Studi Akuntansi

This study aims to determine the effect of Academic Information System Quality, Information Quality and Service Quality on Student Satisfaction in the Accounting study program at the Faculty of Economics and Business, Jenderal Achmad Yani University. This study uses quantitative data with a descriptive-associative approach. The analysis technique used is Probability Sampling and Simple Random Sampling with 305 samples from a population of 1,283 active students of the Accounting study program class of 2017-2022. The research data was obtained directly from the original source from the Google form by distributing questionnaires to respondents online. The results showed that partially the Quality of Academic Information Systems had a negative and significant effect on Student Satisfaction, while Information Quality had a positive and significant effect on Student Satisfaction and Service Quality had a positive and significant effect on Student Satisfaction. While simultaneously the Quality of Academic Information Systems, Information Quality and Service Quality have a significant effect on Student Satisfaction.
 Keywords: Academic Information System Quality, Information Quality, Service Quality

The Quality of Information System Applications and Service Quality Increases Customer Satisfaction

Abstract. This paper examines the quality of service and the quality of online motorcycle taxi system applications that can affect consumer satisfaction during the Covid-19 pandemic. This research is the development of the TAM concept that provides hope, and can help to predict user attitudes and acceptance of information system technology. The user's perception of the application system depends on the quality of the information system available, where the quality measures of the online application system are Reliability, Flexibility, Security, Easy to use, Privacy, Accessibility. This research is a survey research using a questionnaire as a source of processed data. Determination of the research sample using justment sampling. Questionnaires were distributed to respondents using the online motorcycle taxi application, in this case GOJEK, as many as 340 respondents. Research data were analyzed using multiple linear regression with SPSS tools. The results of the study explain that only flexibility has no effect on customer satisfaction, while service quality, Reliability, Security, Easy to use, Privacy, Accessibility have an effect on customer satisfaction. Using the TAM concept, online motorcycle taxi providers can retain old customers and find new customers by conducting surveys at certain periods of online motorcycle taxi users' consumers.

User Satisfaction of Distance Learning During the Covid-19 Pandemic: Effect of Information System Quality and Service Quality in Financial Education and Training Agency of Makassar

This study aims to determine the effect of information system quality and service quality of distance learning system on user satisfaction during the Covid-19 pandemic at the Financial Education and Training Agency of Makassar. This study uses a quantitative approach with multiple regression analysis techniques and frequency distribution. The results of the study found that the quality of the information system has a positive and significant effect on user satisfaction and the quality of system services has a positive and significant effect on user satisfaction. The two variables simultaneously have a positive and significant effect on the satisfaction of distance learning system users at the Financial Education and Training Agency of Makassar. In addition, in general the indicators of information system quality, service quality, and user satisfaction of the distance learning system at the Financial Education and Training Agency of Makassar were considered very good by the learning participants. Financial Education and Training Agency of Makassar as the technical implementer of BPPK is expected to be able to maintain the quality of the system and services provided in order to obtain the maximum of user satisfaction. When users are satisfied with the existing system, the achievement of learning outcomes is also expected to increase.

Pengukuran Keberhasilan Penggunaan Internet Banking di Bank Rakyat Indonesia Kota Denpasar

This study assesses the success of using internet banking using the DeLone & McLean (D&M) model with the aim of measuring the success of using internet banking technology. The research was conducted at Bank Rakyat Indonesia (BRI) Denpasar City with 150 internet banking users as respondents who were selected through accidental sampling technique. The test results show that the quality of information, the quality of information systems, the quality of service has a positive effect on the interest in using internet banking and the interest in using it has a positive effect on the net benefit. The implications of this study include two things, namely theoretical implications and practical implications, on the theoretical implications of information quality, information system quality, service quality and user interest have an effect on the net benefit or net benefits of using internet banking. The practical implication is that the high interest in using internet banking can create net benefits for customers of PT Bank Rakyat Indonesia Denpasar City.
 Keywords: D&M models; Successful Use of the System; Internet Banking.

Exploring Causes for Underutilization of the XYZ Cloud ERP System for Effective Strategic Decision-Making: A Case from ABC (Pvt.) Ltd.—Sri Lanka

Utilizing the right resources and adequate capabilities helps to bring competitive advantages and it assists to generate valuable positions for the business. Most importantly, utilizing the unique resources within the organization enhances the senior management’s decision-making capabilities. From Sri Lanka, one of the leading apparel manufacturing organizations was selected for this research study and a case-based qualitative method was adopted for it. XYZ Cloud ERP system was selected to implement at ABC (Pvt.) Ltd. by expecting to bring competitive advantages and a valuable position to the business. However, the preliminary study revealed that the organization has failed to bring expected outcomes and it is required to identify the causes and explore the reasons for the underutilization of the XYZ Cloud ERP system. This study has adopted thematic network analysis to identify the causes and explore reasons from the senior management who are responsible for taking strategic decisions. To understand the central phenomena of the above problem setting, semi-structured interviews were conducted to collect data. Nine (9) senior executives and one (1) director were selected representing different levels of industry experience, academic backgrounds, and decision-making authority. The study was aimed from the organizational, cultural, information system quality, information quality and service quality perspectives. Altogether thirteen (13) factors were identified and seven (7) of them were recognized as the most influencing causes and reasons for the underutilization of the XYZ Cloud ERP system. Findings explain that the XYZ Cloud ERP system has failed to provide different levels of analytical information and senior management has failed to understand the significance of the information system’s data. Moreover, the merging of the ERP system’s data with the excel spreadsheet’s data helps to produce decision-making information and it negatively influences the use of the XYZ Cloud ERP system. The findings further reveal that the lack of support from the ERP vendor and top management promotes traditional practices and discourages to use of the XYZ Cloud ERP system maximum. Finally, recommendations are proposed to overcome the negatively influencing causes and reasons. Most significantly, it helps to bring people development, organizational transformation and organisational business processes improvements.

THE IMPORTANCE OF MEASURING THE GAP LEVEL OF INFORMATION SYSTEM USER SATISFACTION IN THE WORLD OF EDUCATION IN UNIVERSITY: ELECTRONIC SERVICE QUALITY MODEL

Education is an important thing in life in order to develop human potential and increase the quality of Human Resources and Human Resources are needed by educational institutions in order to gain success and achieve goals. Servqual in services in the academic field by using the e-servqual method (electronic - service quality). The University is one of the higher education institutions that participate in educating the nation's life and the quality of service has a significant effect on user satisfaction and there is still an academic information system used by the University that is still not optimal.
 This research is a quantitative study with a descriptive statistical approach with 200 students as respondents. The measurement method uses the E-Servqual model. The results of the study based on calculations in measuring the gap show user satisfaction using the electronic service quality method that the Academic Information System has not provided services that have not been maximized in the form of fulfillment and efficiency because the perception is still below expectations while measuring the level of user satisfaction gap as a whole by using the CSI (Customer Satisfaction Index) value is 79% and shows that the quality of the University's academic information system services is good.

SERVICE QUALITY MEASUREMENT IN INFORMATION SYSTEMS

Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

User Satisfaction of Accounting Information System Using Multiple Linear Regression Analysis

The development of information systems is closely related to accounting which is useful for the operations of every organization. Almost every company uses information system to carry out their activities today. The information system will continue to develop and getting more advanced. This study aims to test and obtain empirical evidence of influence of information system quality, service quality, perceived usefulness, and top management support on user satisfaction of accounting information systems at Sakajaja Makmur Abadi Company. The sample in this study was 38 employees determining based on the side purposive method. The analytical tool using multiple linear regression analysis. The result showed variables of information system quality, service quality, perceived usefulness has a positive effect on user satisfaction of accounting information systems, while the variable top management support has no effect on user satisfaction of accounting information systems.

Service Quality Measurement in Information Systems

Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

Effect of Accounting Information Systems, System Quality and Service Quality on User Satisfaction of Mobile Banking-Based Applications

This study aims to test empirically whether accounting information systems, system quality and service quality affect the satisfaction of users of mobile banking-based applications for BCA customers. In this study primary data is used. The sample of this study is customers at BCA Bank who download and use Mobile Banking Based Applications using the Slovin formula method. There are 100 respondents who were studied as research samples. This research uses quantitative methods. The research variables used are accounting information systems, service quality system quality, and user satisfaction. The test used is multiple linear regression analysis using the SPSS version 23.0 application program. The results of this study indicate that accounting information system variables, system quality and service quality significantly influence the satisfaction of users of mobile bankingbased applications for BC customers both partially and simultaneously.

Evaluasi Keberhasilan Sistem Informasi Akademik dengan Pendekatan Model DeLone dan McLean

Development of academic management needs will increasingly complex, therefore the development of academic information systems must be oriented to user satisfaction as a way to measure the success of the information system. This study aims to analyze the performance of the quality of academic information systems (SIAKAD) and analyze the factors that influence the use, user satisfaction and net benefits of SIAKAD at Sultan Ageng Tirtayasa University. The respondents used in this study consisted of three groups totaling 400 people. The model used in this research is the information system success model from DeLone and McLean. Descriptive analysis is used to explain respondents' perceptions and evaluations of the successful implementation of SIAKAD. SEM PLS analysis is used to analyze the factors that influence the successful implementation of SIAKAD at Sultan Ageng Tirtayasa University. SIAKAD users rated success at the semantic level and technical level included in the good category, while the success at the effectiveness level was still in the good enough category. Hypothesis testing results indicate that the quality of information system quality and service quality has a significant positive effect on the use and satisfaction of users, the use of a significant positive effect on user satisfaction, and the use and satisfaction of users has a positive and significant effect on the net benefits of SIAKAD.

Perancangan Reponsive Layananan Sistem Informasi Perkuliahan Online Terhadap Mahasiswa Dan Dosen Pengampu Matakuliah

The development of internet technology provides opportunities for applications in all types of human activities including special education for higher education in universities to improve the quality of education. This study discusses the importance of the elements that must be met when we build web-based academic applications with web technology as an information system service using an Android-based smartphone. As a sample in the research data, there were 168 or 50% of students involved in the total number of Computer Science students at the University of Muhammadiyah Metro Lampung, 336 people in the use of web-based lecture information system services. Improving the quality of lecture information system services is needed a response from students with the existence of this information system service by using questionnaires as responsive indicators of students. Online Information System Services lectures conducted by a lecturer at the Faculty of Computer Science, University of Muhammadiyah Metro. This research will also discuss open source as the foundation for disseminating lecture information system services that can be carried out by students and lecturers by using a variety of hardware one with a mobile system or smartphone. Keywords: Reponvive Services, Information Systems, Online Lectures

Using SERVQUAL Model to Assess Hospital Information System Service Quality

Background: Assessment of hospital information system (HIS) service quality helps to meet the needs of users and a strategy to expand the interaction between HIS developers and the users. SERVQUAL is an extensively used technique to measure the service quality of information systems. Objectives: The purpose of this study was to assess HIS service quality by the SERVQUAL model in the teaching hospitals affiliated to Urmia University of Medical Sciences (UMSU). Methods: This study is a descriptive analysis carried out in UMSU teaching hospitals in 2017. The sample was comprised of 270 users selected randomly via multi-stage cluster sampling. The modified SERVQUAL questionnaire, which included five dimensions, was used to collect data. The gap between the perceptions and the expectations of the users was calculated and the significance of scores was tested. Results: The highest quality gaps in the five dimensions were related to responsiveness (-1.52) and reliability (-1.34) and also the lowest quality gap was related to tangibles (-0.95). There were significant differences between perceptions and expectations of the users in all SERVQUAL dimensions (P < 0.001). This implied that the quality of the delivered services was lower than what the users expected. Conclusions: Given the greatest gap in responsiveness and reliability, it is essential that HIS vendors focus on providing HIS support and updating services and allocate IT staff with the right knowledge and skills to provide the trust needed to use HIS services in the users.

Using Polynomial Modeling to Understand Service Quality in E-Government Websites

As e–government websites grow in functionalities and capabilities, there is a need to better understand the nuanced role of service quality to enable governments to better address citizens’ online service needs. Such an understanding should help improve overall e–government use by citizens. Thus motivated, our paper investigates how users respond to the service quality perception–expectation gap in e–government websites. We draw on rational choice theory (RCT) to develop a theoretical model linking expected and perceived information systems (IS) service quality to continued e–government website use intentions. The proposed model is empirically tested using polynomial modeling and response surface analysis. The results indicate that, in contrast to the organizational context, for e–government websites, both agreement and disagreement between expected and perceived IS service quality are positively associated with continued use intention. In our sample, as high as 77 percent of respondents appear to be in the zone of tolerance, suggesting that users can tolerate wide variations in service quality before they consider seeking alternatives to e–government websites.

SAIS Service Quality and Student’s Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience

Abstract Student Activity Information System (SAIS) was developed with the aims to efficiently record the applications of student’s activity at the Faculty of Business and Management (FBM), Universiti Teknologi MARA (UiTM) Selangor, Malaysia and to assist the administrator to manage the students’ activities effectively. By using different e-service quality dimensions, this study proposed a higher order factor of SAIS Service Quality with an attempt to determine a moderating effect of SAIS Service Convenience between the relationship of SAIS Service Quality and Student’s Satisfaction. Quantitative data was gathered from 94 SAIS users and the data were analyzed by using SmartPLS 3.0. The analysis result showed that SAIS Service Quality and SAIS Service Convenience were positively influenced the student’s satisfaction. Moreover, the result also revealed that the higher order factor of SAIS Service Convenience was not to moderate the relationship between the SAIS Service Quality and Student’s Satisfaction. From the Higher Education (HE) perspective, this study provides an empirical validation of the Information System Service Quality Model particularly in the context of SAIS. Hence, the improvement of the e-service quality is essential for future enhancement of existing information systems in the higher education institutions.

Measuring The Contribution Of The Computerized Health Information Enhancing Health Service Quality An Exploratory Study In A Number Of Hospitals In The City Of Mosul

The current research aims to investigate the extant of computerized healthy information system sharing in the reinforcement of healthy service quality in a group of hospitals in Mosul City. The Computerized healthy information system regarded as an important factor in hospitals work because it helps the decision makers (the doctor) to diagnose the case and support the presentation of a high quality healthy service which consequently leads to a person satisfaction. In order to achieve the goal of the research, a questionnaire form was distributed to a sample of (4) hospitals in Mosul City. Statistical analysis (SPSS- Vr.19) was used to test the hypothesis. The researchers conclude the following findings: 1. There is a compatible relationship between of Computerized healthy information system and healthy service quality. 2. The computerized healthy information system has a participation in supporting healthy service quality in the surveyed hospitals. According to these findings, a number of suggestions were presented the most important one: 1. The top management in hospitals must continuation of scientific research to develop computerized healthy information system which adapted the technological and scientific developments in presenting an advanced health services. 2. The surveyed hospitals must be support the positive aspect in using computerized hospitals information system to reinforce healthy service quality and to decreasing the negative cases. .

Pengaruh Sistem informasi manajemen pemasaran, kualitas pelayanan dan word of mouth terhadap capaian balanced scorecard serta dampaknya terhadap Kinerja perusahaan di Sunrise Mall Mojokerto

The purpose of this research is: To know the effect simultaneously, partially, most dominantly, indirectly Management information system marketing, service quality and word of mouth to achievement of balanced scorecard and its impact to company performance at Sunrise Mall Mojokerto. This research is explanatory research. the total population in this study only 21 people. In this study the authors use multiple linear regression analysis techniques with path analysis to determine the influence of direct / direct effect and indirect effect / indirect effect. From the research result can be concluded as follows: 1) There is influence simultaneously Marketing management information system, service quality, and Word of mouth to achievement of balanced scorecard. 2) There is partial influence Marketing management information system, service quality, and Word of mouth to the achievement of balanced scorecard. 3) Word of mouth has the most dominant influence on the achievement of balanced scorecard. 4) There is influence simultaneously Marketing management information system, service quality and word of mouth and achievement of balanced scorecard to Performance. 5) There is partial influence Marketing management information system, service quality and word of mouth and achievement of balanced scorecard to Performance. 6) Word of mouth has the most dominant influence on Performance. 7) Marketing management information systems, service quality, and Word of mouth indirectly affect Performance.

TESTING ON REAL USE AND USER SATISFACTION ENTERPRISE RESOURCE PLANNING ON BANKING COMPANIES IN WEST SUMATERA

Enterprise Resource Planning (ERP) is a way to manage company resources using information technology. The use of ERP is intended to coordinate and integrate data and information on each business unit (area business process) in order to produce more quality decision making because ERP provides financial reports and analysis more quickly, accurately and on time (on time). This study aims to test level of real use and ERP user satisfaction in existing banking companies in the West Sumatra region. The analysis was carried out by examining the effect of system quality, information quality and service quality on the level of real use and ERP user satisfaction in banking companies in West Sumatra. Data acquisition is done by survey techniques through questionnaires to 140 employees of 4 government banks in West Sumatra (ERP users). A total of 89 data can be processed in this study. Multiple regression analysis statistical tests are used to test hypotheses. Regression test results on model I indicate that there is no influence of information system quality, information quality and service quality on the level of real use of Enterprise Resource Planning. Meanwhile the test results on model II show that there is an influence of information system quality, information quality and service quality on the satisfaction of Enterprise Resource Planning users.