Information System Service Quality Research Articles

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.

DETERMINAN KEPUASAN PENGGUNA AKHIR APLIKASI ERP FREE OPEN SOURCE ADEMPIERE PADA USAHA KECIL MENENGAH: STUDI KASUS PADA UKM BLESSINGS

In a small-sized to big-sized company, evaluate the information system success is essential, yet notalways been seamless. Successful implementation of a system can be indicated by measuring its usersatisfaction. This study aims to measure Adempiere ERP Open Source end-user satisfaction atBlessings SME’s. This study employs three variables from The Updated DeLone and McLean Information System Success (2003), namely information system quality, information quality, andservice quality, and two variables from Technology Acceptance Model (TAM) as well, namely perceived usefulness and perceived ease of use, and also takes top management support as another consideration. Data were collected by distributing questionnaires to the respondents directly concerned. The findings showed that information quality, perceived usefulness, perceived ease of use, and top management support have significant positive impact to Adempiere ERP Open Source enduser satisfaction, whereas information system quality and service quality have positive impact but not significantly.Keywords: Small-Medium Enterprises, information system quality, information quality, servicequality, perceived usefulness, perceived ease of use, top management support, end usersatisfaction, information system

DETERMINAN KESUKSESAN APLIKASI SIA KOMDANAS PADA SATUAN KERJA DI KOORDINATOR WILAYAH PENGADILAN TINGGI MATARAM

The objective of this study is to examine the positive effect of information system quality, information quality and service quality on user satisfaction and use of system, the effect of use of system to user satisfaction, the effect of user satisfaction on use of system , the effect of use on net benefits and the effect of use r satisfaction on net benefits . Data used in this study is primary data based on questionnaires distributed to the users of komdanas who work at work unit under the regional coordinators P engadilan Tinggi Matara m. In this study, I use smart partial least square to examine 102 returned questionnaires. The results of this study show that information quality statistically positive affects the use of system but statistically negative affects the user satisfaction, system quality statistically positive affects the use of system and user satisfaction, service quality statistically positive affects the user satisfaction but statistically negative affects the use of system, use of system statistically positive affects the user satisfaction, user satisfaction statistically positive affects the use of system, use of system statistically did not affect the net benefits and user satisfaction statistically positive affects the net benefits.

Study on e-government services quality: The integration of online and offline services

Purpose : E-Government, as a new bond linking the government and the public, has gradually become the focus of innovation in government services. The paper focuses on the e-Government service quality issues from the perspective of users. Design/methodology/approach : From the aspects of online service quality perception and offline service quality perception, based on IS Success model and SERQUAL model, e-Government Services Quality model has been set up with information quality, system quality and service quality as key factors. Then, the survey method was applied to collect data and then to test the model. Findings : It was found that users’ perception of offline service quality has a significant effect on improving their perception of online service quality, and online service quality perception has a significant effect on public satisfaction of e-Government services; information clarity, system security and stability, interactive services and “one-stop” services all have a significant effect on public satisfaction of e-Government services. However, offline service quality perception has certain positive effect on public satisfaction of e-Government services but not dramatically. Research limitations/implications : Mobile e-Government as an important direction of the development of e-Government, in the future, we will study more about mobile e-Government services channels. Originality/value: This study further develops the theory of information system service quality, and also provides a theoretical reference for government departments. On the one hand, based on the characteristics of e-government system, information quality, system quality and service quality in the previous system service model are further discussed; on the other hand, both online and offline services are taken into consideration in the information system service model, thus establishing the e-government services quality model and making an in-depth study of the integration effect of online and offline services. Its conclusions can be references for the application of traditional information system service model in the field of e-government.

한국의 u-City서비스 품질이 고객만족에 미치는 영향 : 공공서비스를 중심으로

본 논문은 한국의 u-City 공공 서비스 품질이 고객만족에 미치는 영향에 대한 연구이다. 연구 결과는 다음과 같이 요약된다. 첫째, 기존 정보시스템 품질 평가의 근간인 "시스템 품질", "정보품질", "서비스 품질"에 "공공성" 요인을 추가하여 u-City서비스 품질 평가 개념에 대한 연구모형을 도출하였다. SPSS 12.0을 활용한 탐색적 요인분석을 통해 타당성과 신뢰성을 확인하였고, AMOS 16.0을 활용한 확인적 요인분석에서는 연구모형의 적합기준과 집중타당성, 판별타당성의 기준에 적합함을 확인하였다. 둘째, u-City서비스품질 요인간의 인과관계를 분석 결과, "시스템품질", "정보품질", "공공성"요인은 고객만족에 통계적으로 유의한 정(正)(+)의 영향을 미치는 것으로 나타났으며, 서비스 품질요인은 유용성과 만족도에 통계적으로 유의하지 않았다. 셋째, u-City 공공 서비스는 누구나 공평하게 그리고 지역적 장소에 관계없이 어디서나 서비스에 접속할 수 있는 자원의 충족성이 중요한 서비스 속성이라는 것을 확인하였다. This paper aims to study the effects of quality of u-City public service on customer satisfaction in the Korea and is summarized as follows. First, we propose a model for assessing customer's satisfaction on u-City public services. The model comprises of information system (IS) quality, information quality, service quality and publicity. For verifying a model, a statistical study by SPSS 12.0 and AMOS 16.0 has been performed. Second, it is shown from the analysis that information system (IS) quality, information quality and publicity have a positive effect on customer satisfaction. while service quality does not. Last, the study shows that u-City public service enables any citizen to connect to necessary service in anytime and anywhere.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

An assessment of information systems service quality using SERVQUAL+

Service quality of Information Systems (IS) is an important component of IS performance. While previous IS service quality research was based primarily on the version of SERVQUAL that uses a single expectation measure, there have been very few studies on IS service quality based on the enhanced SERVQUAL+ that uses dual expectation measures. The present research evaluates SERVQUAL+ and IS-adapted SERVQUAL+ for their psychometric properties on four scales, namely perceived service (PS), service adequacy (SA), service superiority (SS) and zone of tolerance (ZT), in order to assess their suitability for IS service quality evaluation. Based on nationwide survey data of 337 respondents, the two instruments were analyzed for construct reliability, convergent and divergent criteria, LISREL-based CFA analyses of goodness-of-fit, indicator loadings, construct composite reliability, average variance extracted, and unidimensionality. Our results show that SA and ZT have better psychometric properties compared to SS, the traditional gap measure of service quality. The tangibles dimension contributes adequately towards IS service quality measurement and may not be discarded. While both the instruments demonstrate good psychometric properties on most criteria, IS-adapted SERVQUAL+ is marginally superior to SERVQUAL+. However, neither instrument satisfies the discrimination criteria and unidimensionality property in any of the four scales.

An empirical investigation on factors influencing the adoption of mobile phone call centre services: an integrated model

The call centre has become the main communication channel between the cell phone users and mobile communication operator. By integrating Technology Acceptance Model (TAM), D&M Information System (IS) Success Model, Service Quality and Theory of Planned Behaviour (TPB), this paper proposes an integrated model of the factors, which influence the cell phone users’ intention to adopt call centre services. Drawing on the empirical base of 198 users’ questionnaires, the paper concludes that users’ Perceived Usefulness (PU) and Perceived Behavioural Control (PBC) positively influence their intention to adopt the call centre services. Information quality positively related to users’ PU, system quality to users’ Perceived Ease Of Use (PEOU) and users’ self-efficacy has a positive influence on PBC and users’ PEOU.

Service quality of web information systems

Service quality of web information systems

Measuring Quality of Information System Services in Manufacturing Organizations in Riyadh

Measuring Quality of Information System Services in Manufacturing Organizations in Riyadh

The moderating effect of occupation on the perception of information services quality and success

Service quality represents a continual concern for practitioners and academicians. While traditional applications of SERVQUAL and SERVPERF have provided fruitful results in service quality research, these instruments are not focused on the information service area, although a number of researchers suggest that service quality be included as an information success measure. In this study, we proposed a modified IS success model that includes service quality as one of the success factors and examine occupation as a moderator of that model. We examined digital information service quality delivered in army libraries and our results contribute to the literature in several areas. We evaluate information system service quality from the perspective of occupation (technical professionals versus administrators). We examined the effect of occupation on perceptions as measured by SERVPERF and validate SERVPERF’s dimensions in this environment. In addition, we assessed the moderating effect of occupation on IS success factors. Our results validated the proposed model and provided insight into the moderating effect of occupation on service quality and IS success factors. The results of this investigation provide practical implications for IS service quality because they support the need to consider service delivery based on occupation.

UWIS: An assessment methodology for usability of web-based information systems

A methodology for usability assessment and design of web-based information systems (UWIS) is proposed. It combines web-based service quality and usability dimensions of information systems. Checklist items with the highest and the lowest contribution to the usability performance of a web-based information system can be specified by UWIS. A case study by a student information system at Fatih University is carried out to validate the methodology. UWIS reveals a strong relationship between quality and usability which is assumed to exist by many researchers but not experimentally analyzed yet. This study depicts a strong relevance between web-based service quality and usability of web-based information systems. UWIS methodology can be used for designing more usable and higher quality web-based information systems.

Understanding the consequences of information systems service quality on IS service reuse

IS researchers have normally assumed that satisfaction is the key factor influencing IS customers’ reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service.

Information Systems Service Quality: An Examination of User Expectations

This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the results also indicate that expectations can differ due to age and gender. The paper discusses the implications of these results, along with ways that management can use this information to better influence user expectations.

Levels of analysis issues relevant in the assessment of information systems service quality

To date, researchers in Information Systems (IS) and other disciplines have exhausted a considerable amount of effort devising measures of service quality. Given this extensive work, it is interesting to note that levels of analysis issues have not been discussed. To address this deficiency, this paper defines levels of analysis and applies the concept to the assessment of service quality. Issues related to specifying the level of analysis are discussed, including the level of theory, data collection, and statistical analysis. Additionally, the use of service quality in unit-level models is discussed, with special emphasis given to issues of data aggregation.

Measuring Information System Service Quality: SERVQUAL from the Other Side

There has been much debate as of late over the use of the SERVQUAL instrument to measure Information Systems service quality. Detractors argue that the difference score leads to unreliable measures and that the dimensionality and validity is erratic. Proponents argue for the diagnostic power of the gap between expectations and perceived delivery while demonstrating some empirical stability and reliability. To extend the discussion requires the examination of the instrument from the viewpoint of the information system professional. Importantly, a large variety of samples must view the instrument and measures in the same light for the instrument to have applicability. Likewise, analysis of differences between users and providers requires that both populations have similar structural views of the instrument. Empirical evidence collected from information system professionals demonstrated a structure similar to previously published studies with adequate reliability, convergent validity, and discriminant validity. The structure is the same as is found for a gap between users and IS professionals.

A Psychometric Evaluation of the Expectations, Perceptions, and Difference‐Scores Generated by the IS‐Adapted SERVQUAL Instrument

ABSTRACTThis article describes the results of a study assessing the psychometric properties of the expectations and perceptions‐of‐performance instruments and the difference‐score data contained within the information systems (IS)‐Adapted SERVQUAL measurement paradigm. The central claim of this study is: In order for rational inferences to be made about service expectations, service performance perceptions, or the gap between them, each of the two instruments must exhibit reasonable psychometric properties in isolation before difference‐scores are taken. Analysis of data from a field study (N= 401) through structural equation modeling (SEM) techniques produces empirical evidence indicating that both of the instruments exhibit low psychometric quality and yet the difference‐scores exhibit “psychometric inflation.” That is, the quality of the difference‐score data is in many ways apparently superior to the raw data from both instruments. Negative conclusions are reached as to the efficacy of either individual instrument and, thus, the full IS‐Adapted SERVQUAL paradigm. Questions and prospects for further research in this important area of service quality measurement/management are presented, and a potentially rich future for IS service quality is outlined. It is strongly suggested that future IS service quality research be based on development of a new instrument, grounded in attributes endemic to IS services and developed using the best available development techniques.