Information Service Quality Research Articles

Determinants of Hospital Information Management System (HIMS) Implementation at Puri Medika Hospital

Background: Hospital Information Management System (HIMS) plays a pivotal role in modern healthcare facilities, encompassing administrative, medical, and financial components. Ensuring high-quality healthcare services hinges on the accuracy, continuity, and security of data, aligning with HIMS's mission. This quantitative research investigates the determinants influencing the implementation of HIMS at Puri Medika Hospital. Method: The research employs a dual-model approach, combining a modified HOT-Fit model with the DeLone and McLean Information Systems Success Model (D&M model), facilitating a comprehensive evaluation of factors affecting HIMS implementation. Result: The study scrutinizes pathways involving human, organizational, technological, and net benefit factors, shedding light on their intricate interactions. The findings reveal that determinants such as information quality, system development, user satisfaction, system benefits, service quality, system quality, organizational structure, environment, and user adoption significantly impact HIMS implementation at Puri Medika Hospital. Conclusion: This research contributes valuable insights into enhancing HIMS effectiveness and healthcare service quality.

Evolutionary game analysis of information service quality control of e-commerce platforms under information ecology

Due to the information asymmetry and imperfect supervision system, the problem of information service quality of e-commerce platforms is becoming increasingly prominent. Based on the perspective of information ecology, this paper constructs a three-party evolutionary game model including merchants, e-commerce platforms and governments, and analyzes the dynamic process of the three-party game under bounded rationality, thereby characterizing the behavior and optimal strategies of information service quality control. We carry out numerical simulation using data of the Pinduoduo platform. The results show that the cost of each party, control strength of e-commerce platforms, proportion of margin deducted and other factors are important factors affecting the quality of information service; Only when the sum of the costs of passive management of e-commerce platforms, penalties for merchants, and the additional revenue generated from the active management exceeds the cost of the active management of the e-commerce platforms, it ensures effective control over the quality of information service in a stable market environment. Finally, some suggestions are put forward to optimize the e-commerce information service quality control.

Hotel BookingIntentions: ALiterature Review

This study aims to review tourism and hospitality management research on online satisfaction, offline satisfaction and booking intentions published in numerous recognised tourism and hospitality journals from 2000 to 2023. This article studied and reviewed 62 published articles that emerged in the past 22 years in selected top 10 tourism, leisure and hospitality journals. Various variables influencing customer satisfaction, that is, online satisfaction and offline satisfaction leading to the intention to book a hotel online, were identified based on the previous studies. A conceptual model is proposed, which can be empirically tested while conducting future studies in the tourism and hospitality sector, specifically with respect to hotel booking intention. This study offers a conceptual framework for the antecedents used to measure online and offline satisfaction while booking a hotel online. The study ascertained information quality, system quality and service quality as independent variables to measure online satisfaction and perceived values like perceived functional value, emotional value, social value, and monetary value as independent variables to measure offline satisfaction. This study provides a detailed literature review on hotel booking intention and variables that influence overall satisfaction, that is, online and offline satisfaction published in specific hospitality and tourism journals over the past 22 years.

Measuring Student Adoption of Digital Platforms for Distance Education among University Students in Malaysia

A discipline of education known as distance education or distance learning focuses on the pedagogy, technology, and instructional system design that successfully delivers education to students who are not physically "on-site" to get their education. Instead, they can exchange written or electronic materials asynchronously (at times of their choice) or synchronously (in real-time) using technology. A hybrid or blended course or program combines online learning with on-site attendance for any reason, including completing exams. Since then, colleges have used remote learning in conjunction with modern information technology to expand their market outside their immediate surroundings. Therefore, this study was performed to measure student adoption of digital platforms for distance education among university students in Malaysia. This study uses primary data collection with self-administered questionnaire development. The sample size is 100 students which represents the population of students that registered for distance education programs. The underpinning theory for this study is the Information System Success Model (ISSM). There are three independent variables: information quality, system quality, and service quality. According to the findings, information quality, system quality, and service quality, all have a positive and substantial impact on the intention to adopt digital platforms for distance education. This work will benefit academics, decision-makers, and system designers by providing useful implications for generating appropriate methods and building successful and practical ways to develop the online learning system of distance education.

Nghiên cứu ảnh hưởng của AI Chatbot đến hành vi mua lại của người tiêu dùng trực tuyến

In the current competitive landscape, when online retail companies are using several different techniques in motivating customers repurchasing products or services, AI Chatbot has become one of the most popular tools to increase customer trust and experience. This study investigates the effects of information quality, system quality, and service quality of AI Chatbot on online consumers' trust and repurchasing behavior. Quantitative methods are used to examine causal relationships. The results show that three aspects of AI Chatbot have significant positive impact on customer trust. Service quality has the highest influence while system quality has a lower effect. When customer trust increases, the frequency of rebuying products/services is also higher. Therefore, the article makes specific contributions in terms of both theory and practice.

Influence of the Quality of Academic Information Systems (SIAKAD) and Service Quality on Student Satisfaction Faculty of Economics and Business Utp Surakarta

The purpose of this study is to address the academic and administrative problems of the Academic Information System (SIAKAD). This research uses quantitative techniques, analytical descriptive methodology, and collects primary data by sending online questionnaires through Google Form to UTP Surakarta students who are customers of SIAKAD services at the Faculty of Economics and Business. Meanwhile, secondary data for this study was collected from literature studies. The population of this study is 160 FEB students who are regular users of SIAKAD and are enrolled in one of the two study programs Bachelor of Management or Bachelor of Accounting. Proportional random sampling is the method used in the sampling procedure. Based on the research, student satisfaction at the Faculty of Economics and Business UTP Surakarta is strongly influenced by the quality of administrative services and SIAKAD.

Sistem Informasi Manajemen dan Loyalitas Pengguna Jasa pada Industri Maritim di Indonesia

The purpose of this study was to determine the contribution of ship agency service quality and management information systems to service user loyalty through internal control mediation at Tanjung Priok Port. Some of the problems found, among others, are still not optimal service quality and management information systems provided by the company to customers. In addition, internal control has not been carried out optimally and ship departure schedules are sometimes not as promised by the company. This research was conducted at PT Umbu Perdana Maritim as a new agency company located in the Tanjung Priok Port area. The research population is the customers of PT Umbu Perdana Maritim, for a sample of 60 active customers which is called a saturated sample. For data processing carried out in this study, using the path analysis method. The results showed that the quality of ship agency services did not have a direct effect on service user loyalty through internal control, and the management information system did not have a direct effect on service user loyalty through internal control.

Assessing the Success of Village Asset Management Systems: An Employee Perspective

This study aims to examine the success of Village Asset Management Systems (VAMS). The measurement uses the Delone McLean success model (D&M model), which provides six interrelated dimensions of information system success: system quality, information quality, service quality, intention to use, user satisfaction, and net benefits. 112 respondents who had used the VAMS application were surveyed, and data was analyzed using the structural equation modeling (SEM) technique. We find that information quality, system quality, and service quality are significant determinants to increase the VAMS application's user satisfaction. The intention to use positively impacts user satisfaction of the VAMS application. Furthermore, both intention to use and user satisfaction effectively increase the net benefits of the VAMS application. On the other hand, although system quality has no impact on the intention to use VAMS applications, interestingly, when we did a split sample test based on the knowledge transfer method in the VAMS implementation process, all dimensions on the D&M model were well-proven and validated. Finally, this study also demonstrates that information quality and service quality positively affect intentions to use the VAMS application in the context of a mandatory government information system.

Are Local Government Information Systems in Indonesia Successfully Implemented?

The increasing development of information and communication technology has an impact on changes in all fields including the government sector which is marked by the enactment of a new policy, namely the Minister of Home Affairs Regulation Number 70 of 2019 concerning Regional Government Information Systems (SIPD). This study evaluates the success of implementing the Local Government Information System (SIPD) application in the Metro City Local Government through the IS Success Model. The Grand Theory used in this research is the Information Success Model. The variables in this study use constructs from the IS Success Model, including information quality, system quality, service quality, user satisfaction, and usage benefits. The sampling technique in this study uses non-probability sampling which uses Purposive Sampling with several criteria for respondents so that a sample of 93 respondents is obtained. Data analysis in this study used SPSS version 26 with path analysis testing. The results showed that information quality, service quality, and user satisfaction had a positive effect on user benefits but not system quality. In this study, user satisfaction mediates between the independent and dependent variables.

Evaluation of the Service Quality of the Jaticempaka Village Website, Bekasi City, Using the PIECES Method

Government agencies have widely used advances in information technology in the modern era to improve public services. Websites have become one of the popular media for accessing information. Jati Cempaka Village, Bekasi City, is one of the institutions that has implemented websites to provide, convey, and publish public information in the context of good governance. This research aims to understand, analyze, and improve the quality of local government website services to support transparency, community participation, and more efficient and effective services. Provide recommendations for appropriate improvements or enhancements to improve the service quality of the Jati Cempaka Village website so that it can provide better benefits to the community and users. The research method used is the PIECES method, which can be used to review and evaluate information systems in an organization, company, or institution. This method analyzes several aspects: performance, information, economy, security, efficiency, and service. In addition, the PIECES method helps analyze the quality of website services with a structured approach and can provide concrete guidance for necessary improvements. User satisfaction based on the analysis of website quality using the PIECES method, it can be concluded that the quality of website-based information services provided by Jati Cempaka Village, Bekasi City, as a community media is considered good. The results of this research can also guide the authorities in Jati Cempaka Village to improve the quality of their website services to provide better benefits to the community and users.

Exploring the Construction of College Think Tank and Cultivation of Innovative Talents Based on Big Data Analysis

Abstract This paper combines the nine-factor model with the construction of university think tanks, establishes the strategic positioning of university think tanks, analyzes the methods and measures of cultivating leading talents and innovative talents in university think tanks and classifies the influence of university think tanks into decision-making influence, elite influence and popular influence. Based on the analysis of big data and concerning the fuzzy hierarchical analysis method, the evaluation model of information service quality of university think tanks has been established. The evaluation indexes of the information platform of university think tanks are divided into four indexes: service resources, service content, webpage technology, and service effect. According to the constructed evaluation indexes, two-by-two comparisons are made between each index to obtain the score of the importance of each index. Based on fuzzy mathematics, the qualitative evaluation can be transformed into quantitative evaluation according to the principle of affiliation degree to arrive at the evaluation grade of the information platform capacity of university think tanks and innovative talents.

Measurement of Usability, Information Quality, Service Information Quality on News Portals Website using Important Performance Analysis

Measurement of Usability, Information Quality, Service Information Quality on News Portals Website using Important Performance Analysis

The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews

Customer Relationship Management (CRM) is a method of management that aims to establish, develop, and improve relationships with targeted customers in order to maximize corporate profitability and customer value. There have been many CRM systems in the market. These systems are developed based on the combination of business requirements, customer needs, and industry best practices. The impact of CRM systems on the customers' satisfaction and competitive advantages as well as tangible and intangible benefits are widely investigated in the previous studies. However, there is a lack of studies to assess the quality dimensions of these systems to meet an organization's CRM strategy. This study aims to investigate customers' satisfaction with CRM systems through online reviews. We collected 5172 online customers' reviews from 8 CRM systems in the Google play store platform. The satisfaction factors were extracted using Latent Dirichlet Allocation (LDA) and grouped into three dimensions; information quality, system quality, and service quality. Data segmentation is performed using Learning Vector Quantization (LVQ). In addition, feature selection is performed by the entropy-weight approach. We then used the Adaptive Neuro Fuzzy Inference System (ANFIS), the hybrid of fuzzy logic and neural networks, to assess the relationship between these dimensions and customer satisfaction. The results are discussed and research implications are provided.

Supply Chain Conceptual Model in Logistic Operation Strategies for Best Practice Performance

Business actors, ranging from national to global levels, seek to capitalize on competitive advantages, and modern supply chains often adopt a globally distributed manufacturing system by outsourcing logistics processes to service providers. In the FMCG (Fast- Moving Consumer Goods) industry, companies must effectively control the supply chain through the establishment of a robust logistics and SCM (Supply Chain Management) management system. This study aims to analyze and describe an efficient logistics management model in the FMCG industry to enhance company performance. The research employs a qualitative descriptive method, utilizing a narrative literature study and conducting case studies on FMCG companies in Indonesia. The study’s findings demonstrate that building and implementing an effective logistics model, particularly through the integration of information technology, service quality, and communication, along with optimizing delivery methods, can significantly improve company performance in the FMCG industry. Moreover, the study highlights the impact of commitment and trust on loyalty, attitudes, and behavior concerning logistics management within the FMCG sector.
 Keywords: business, FMCG, logistics, operations management, supply chain management

Analysis Of Agency Level Financial Application Systems In The Secretariat General Work Unit Ministry Of Internal Affairs

This Study aim for analyze influence success system application finance level agency (SAKTI) towards net benefits through satisfaction user through mediating variables . The purpose of study This is For measure how much success implementation of Financial Institutions System Application (SAKTI) is medium in trial stage beginning and for investigate influencing factors success use of success models information DeLone and McLean systems. Data from studies causal-explanatory This is collected from distributed questionnaires to 46 users working at Secretariat Elected General of the Ministry of Home Affairs through purposive sampling method . The result of analysis using Partial Least Square (PLS), method alternative Structural Equation Modeling (SEM), shows that quality system , quality information and quality SAKTI services are influential positive to satisfaction user . The results also show that satisfaction user influential positive to benefit SILENTLY clean .

Information systems success in libraries: a meta-analysis of ISSM and future direction

PurposeThe purpose of this study is to investigate the relationships between the information system success model constructs including information quality (IQ), system quality (SysQ) and service quality (ServQ) with user satisfaction (US) and intention to use (IU).Design/methodology/approachA meta-analysis approach was used to achieve the objectives. For this purpose, the PRISMA-P guideline was used, and a search strategy was designed to search in three indexing databases including Google Scholar, Scopus and LISTA.FindingsThe findings of this research revealed that IQ, SysQ and ServQ are positively related to US and IU regarding library systems. The strength of the relationship between IQ and IU, IQ and US, ServQ and US and SysQ and US was high.Originality/valueThis study is a unique addition to the literature, as it provides a collective and comprehensive conclusion regarding different information systems’ (ISs) success in libraries. Therefore, it fills the literature gap. The findings also work as guidelines for system developers, designers and library high-ups to consider IQ, SysQ and ServQ while designing and developing ISs for libraries.

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.

INVESTIGATING THE EFFECT OF INTERNET BANKING QUALITY DURING AND AFTER THE PANDEMIC: A COMPARATIVE ANALYSIS

This study aims to analyze the quality of Internet Banking services and their impact on customer satisfaction at State Owned Banks in Bandung before and after the COVID-19 pandemic. The seven independent variables used are response speed, data security, ease of use, user interface quality, accessibility, service availability, service quality, and information and communication technology, while the dependent variable is customer satisfaction. The survey method was used to collect data from 100 respondents who are customers of State-Owned Banks in Bandung. Multiple regression analysis was carried out to determine the relationship between the independent variable and the dependent variable accompanied by a different test. The results showed that Internet Banking Service Quality during and after the Covid 19 Pandemic period had a positive and significant effect simultaneously, while partially only the Service Quality and Information and Communication Technology variables had a positive and significant effect during and after Covid 19, while other variables had a positive effect but not significant. In addition, this study also concluded that there was a decrease in the Information and Communication Technology and Service Quality variables after the pandemic compared to during the pandemic from customer perceptions. The implication is that in the New Normal era, apart from the two dominant aspects mentioned above, there are indications that State Owned Bank is trying to improve its service quality through other variables to increase customer satisfaction.

The role of company support in franchisee willingness to pay a premium and referrer behaviour

ABSTRACT With increasing competition in the food franchise industry, the success of a franchise operation depends on its ability to instigate franchisee patronage. This study focuses on franchisor characteristics that help in creating positive behavioural outcomes. Partial least squares structural equation modelling (PLS-SEM) using SmartPLS software is used to analyze 266 U.S. food franchisees. Findings show the relative impact of franchisee evaluation of information quality, service quality, rewards and recognition, and customization on perceived value. Also, positive perceived value in franchisees influences their willingness to pay a premium and their referrer intentions towards franchise brands. Multigroup analysis using demographic characteristics shows that the impacts of information quality and service quality on perceived value are higher in male and older franchisees than in female and younger franchisees. In contrast, the effect of customization on perceived value is greater in female and younger franchisees. This study provides insights to develop business strategies.

The Role of Public Libraries in Facilitating College Literacy: A Preliminary Analysis

ABSTRACTThe decision‐making process for potential college students in the United States is overwhelming because of the volume of information available and the complexity of higher education systems. Prospective students must consider institutional rankings, academic programs, and financial aid opportunities in addition to completing the numerous forms. For some students, there exist personal and professional resources to assist with navigating the process. Others with less social and cultural capital must figure out the system with little or no assistance while facing other barriers. Public libraries can be a resource for the college‐bound community; however, research shows that public libraries are not actively engaged in supporting this user group. To provide focused, quality information services to any demographic, it is important to understand the perspectives of frontline information workers. Thus, through an online survey, this study seeks to learn staff perspectives on the role of public libraries in serving prospective college students.