Information Service Quality Research Articles

Studi Faktor Pendukung Popularitas Multiplayer Online Battle Arena dengan Pendekatan Kuantitatif

One of the most popular video game genre nowadays is Multiplayer Online Battle Arena (MOBA). This genre has become the one genre to go in a multiplayer and competitive setting. This study aims to answer what makes this genre become so popular compared to another genre. The quantitative approach was used to gather a consensus of respondents that will give insight to the population's condition. By using Both DeLone & McLean and UTAUT2 model, it was found that the factors that influence MOBA popularity are Information Quality, Service Quality, Habit, Hedonic Motivation and Social Motivation. These findings show that MOBA usage are still very much influenced by social factor rather than mechanic aspect of video game.
 Index Terms—MOBA; DeLone & McLean; UTAUT2

Determination of Internet Banking Customer Satisfaction - Study at SOE Bank in Indonesia

This study seeks to identify the role of perception of information technology, service quality, and trust on customer satisfaction of internet banking users in several State-Owned Enterprises (SOE) Banks in Indonesia. The study involved 228 respondents from BBRI, BMRI, and BBNI. The stages in data analysis involve the classical assumption, validity & reliability, and effect test using PLS-SEM. The results accept all hypotheses with positive and significant effects. This study finds that the optimal use and application of information technology systems can increase perceptions of internet banking use on customer satisfaction at SOE banks in Indonesia.

Air quality services on climate time-scales for decision making: An empirical study of China

The provision of climate services for assessing and governing environmental problems such as poor air quality requires interactions between scientists and decision-makers. Air quality information services in China mainly focus on the coming days to weeks. However, users may benefit from air quality information on climate time-scales—from months to decades; hereafter air quality climate services. We focused on key decision-makers and stakeholders that are users of air quality climate services and conducted five workshops with these identified users to ascertain their priorities for air quality climate services, and the reasoning behind these priorities. We also conducted a choice-based conjoint experiment via an online survey distributed amongst regional and local Climate Centres and Environmental Monitoring Centres to assess quantitatively the decision-makers’ needs. The results from the workshops and the survey showed that the needs for air quality climate services by users in China mainly relate to seasonal forecasting of winter haze events (PM2.5 levels and/or the meteorological conditions conducive to the dispersion of the air pollution); there is also some interest in long-term projections of haze under climate change and a growing interest in ozone pollution in summer. Spatial relevance is perceived to be important to regional and city-level stakeholders who prefer information on the city-level, whilst national-wide information is important for national government agencies. A high level of reliability of forecasts was needed for uptake. The findings on the needs for air quality climate services by potential users can support researchers and policy-makers in developing the scientific capacity and providing tailored and effective air quality climate services in China.

Predicting End-User Satisfaction With Clinical Information Systems

Clinical services in hospitals are too diversified and include different kinds of care patient needs. Clinical services need to be supported by clinical information systems (CIS). In this paper, the satisfaction of three categories of clinicians was tested including nurses and physicians working in a governmental hospital in Qatar. The study investigated the key variables affecting CIS users' satisfaction and the levels of users' satisfaction in Al Wakra Hospital. The research model incorporated five independent variables measuring including information quality, system quality, service quality, professional maturity, and personal innovativeness. A questionnaire was distributed to targeted end-users with a total of 296 usable responses. The necessary analyses were conducted, where results supported four out of five hypotheses. The adjusted coefficient of determination R2 was 0.714. Findings provide valuable insights for decision-makers in the healthcare sector in Qatar, where they contribute toward a better understanding of the reasons impacting end-user satisfaction.

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.

Scrutinizing the efficacy of branded apps quality to counter counterfeiting and restore trust in M-Commerce

Counterfeiting in m-commerce is rife in emerging markets. Our research intent is to understand how branded app quality counters perceived counterfeit deception (PCD) and engenders trust while analyzing consumer willingness to buy (WillB) in an emerging market. This work captures the perception of 1,146 online shoppers through a questionnaire-based survey and uses SPSSv23 and Amos 21 to construct a structural equation model to test the conceptual model. The results indicate that information quality (IQ), system quality (SysQ), and service quality (ServQ) of branded apps negatively affect PCD, and IQ and SysQ positively affect consumers’ trust in the seller. The study establishes stronger effects of SysQ and ServQ on PCD than on trust, and alongside this, a stronger effect of IQ on trust than on PCD is witnessed. Hence, the study proves that ServQ and SysQ are sale qualifiers and IQ is a sale enabler in counterfeiting contexts. A strong direct negative effect of PCD on WillB seems to overwhelm the positive effect of trust on WillB. The study makes several theoretical contributions, including toward the established literature on two factor theory and trust theory. The insights have important practical implications for retailers attempting to counter counterfeiting in m-commerce.

The Construction of Smart Library Based on Data Mining Technology

Data mining technology is a technology that mines and analyzes data deeply. Applying data mining technology to the construction of a smart library can quickly extract information about books and documents. This provides support for the management of document resources in smart libraries. At the same time, it not only optimizes the collection structure, but also expands the service model. It improves the quality of information services.

Pengaruh kualitas Pelayanan, Kepercayaan Nasabah dan Teknologi Sstem Informasi Terhadap Kepuasan Nasabah di PT. TASPEN Cabang Padang

The key competitive advantage in a situation full of competition is the ability of the company in improving customer satisfaction. Customer satisfaction will be the key to success, not only in the short term but sustainable competitive advantage. The purpose of this research is to find out and analyse the influence the service quality, trust and technology information system on customer satisfaction in Taspen (Persero) compayny of Padang. Technique data collecting in this research use the questionnaire. The sample taken by as much 100 people customers at PT. Taspen (Persero) Branch the Padang by using scale likert. Design research is quantitative with the hypothesis. Data analysis techniques using multiple linear regression using SPSS 25. This result indicates that the variable of 1) service quality have an effect on positive to customer satisfaction 2) trust have an effect on positive to customer satisfaction 3) technology information system have an effect on positive to customer satisfaction

System Characteristics and Behavioural Intention to Use E-Learning

Amid the COVID-19 pandemic, most universities worldwide are forced to shift to distance learning and online learning. The purpose of this study is to examine the impact of information quality (IQ), system quality (SYQ) and service quality (SEQ) on perceived ease of use (PEOU) and perceived usability (PU), the impact of PEOU on PU, and the impact of PEOU and PU on behavioural intention to use e-learning. Questionnaires were distributed to the undergraduate students of Cihan University Erbil, and 238 valid questioners were returned. The results indicated the system characteristics, namely SYQ and IQ, significantly impacted PU. In contrast, SYQ and IQ had an insignificant effect on BI to use e-learning. Besides, SEQ had a significant impact on PEOU and an insignificant impact on PU. Additionally, PEOU significantly impacted PU, while PEOU and PU significantly impacted BI to use e-learning. The current research has shown that the intention of implementing an e-learning system for university students is to investigate the student’s intentions and objectives.

The Profile of Outcome Patient Response to The Quality of Drug Information Services in Medicine Rooms at Mamajang Puskesmas

The pharmacist should always provide maximum drug information services to the patients in order that the information they got will not be hesitate with the medicine they will consume. The research has been done related to the profile of the outpatients’ satisfaction at Mamajang public health center toward the quality of drug information services. The aim of this research is to know the profile of the outpatients’ satisfaction at Mamajang public health center toward the quality of drug information. This research used descriptive method. The data were obtained by collecting the result of the answers from questionnaires with 10 questions than make tabulation, scoring then presented, where the total of samples were got as many as 96 respondents with rating scale Likert namely: satisfied, quite satisfied, not satisfied. Based on the result of the research, it can be inferred that outpatients at Mamajang public health center felt satisfied with the drug information services which is given by crew of public health center in this case on the part of pharmacist itself with percentage 85,24%.

Analysis the Effect of Information Quality, System Quality, and Service Quality on Digital Wallet User Satisfaction of Students in Jakarta

The purpose of this research is to find out whether there is an effect between information quality, system quality, dan service quality on user satisfaction, and how much the effect on user satisfaction of digital wallet of students in Jakarta. This research uses quantitative methods with 100 students in Jakarta who use digital wallet as respondents. Measurement of user satisfaction is conducted based on DeLone and McLean information systems success model, which includes Information Quality, System Quality, and Service Quality. Based on research results, information quality, system quality, and service quality have significant effect on digital wallet user satisfaction of students in Jakarta with 90,1% effect percentages.

An Assessment of Information Services Provision in University Libraries in Accordance with the Commission of University Education (CUE) Guidelines: Selected Libraries in Western Kenya

Universities are institutions established to contribute to the social and economic development of a country. The libraries therein enable users to transform the information accessed into valuable knowledge and apply it in research, business and government. While the significance of providing quality information services to users is generally conceded, very little is known as to whether the information services provided by the public university libraries in Western Kenya comply with the Commission of University Education (CUE) standards from the perspective of the staff and users. The purpose of this study is to assess the extent of information services provision in accordance with the CUE guidelines, examine the challenges faced in providing the information services and offer suggestions for improving the services. Descriptive survey research design is adopted in the study. The study was conducted in four public university libraries in the Western region of Kenya targeting undergraduate students, lecturers and library staff. Data was collected through structured questionnaires and interviews, document analysis and observation of the library facilities. Review of Literature was done to examine what has been done on the information service provison and compliance to standards. Data from the questionnaires was quantitatively analysed and the qualitative data from the interviews was transcribed and themes organised and presented based on the responses. It is a poor state of as majority of public university libraries in Kenya are inadequate in provision of information services, allocated budget, facilities, equipment as well as personnel. The challenges cited by majority of respondents indicate that there is inadequate funding and their library budgets do not meet the threshold of 10% of the institution’s operational budget as stipulated by Commission for University Education (CUE) standards, lack enough reference books (31.1 percent), inadequate library space (24.9 percent), slow Internet connection (23.0 percent), lack of Computers (12 percent) poor customer service (3.3 percent) and unfriendly staff (2.5 percent). Suggestions given in the study indicate the need for additional budget for acquisition of additional information resources, recruit additional staff and ensure sustainable service provision. The study concluded that besides adhering to the CUE standards and guidelines in the provision of information services, the libraries need to be proactive in providing user centered services.

Factors Which Influence The Success of Google Classroom Based on Age

Many institutions use classroom virtual as support for student learning processes, including Google Classroom. The Samarinda Mulia University has been using Google Classroom since first released in 2014. The age characteristics of the respondents are considered to influence preferences towards the acceptance and use of a system. In this study, the test was conducted on the success of the Google Classroom to find out the factors that influence the success of the Google Classroom at Samarinda Mulia University based on the user’s age. Measure the success of Google Classroom using the Delone & McLean method. It has six evaluation variables that are information quality, system quality, service quality, user satisfaction, and net benefit. Data collected by questionnaires and in-depth interviews with almost two hundred Samarinda Mulia University students. The results show that there are differences in factors that influence the success of Google Classroom in users aged over 25 years and under 25 years.

Quality factors and performance outcome of cloud-based marketing system

PurposeThis study aims to propose an integrated model based on the DeLone and McLean Information System Success Model (DMISS) to examine whether quality factors (system, service and information) can affect user satisfaction and performance of cloud-based marketing systems.Design/methodology/approachRecently, technologies change quickly, innovation becomes a vital base of productivity and sustainable growth of businesses is widely accepted. Cyber-physical system technologies help industries change production and marketing cycles according to customers’ needs in real-time. In addition, processing information through cloud service helps companies meet customer needs. The advantages of cloud technology also make it easier for companies to quickly collect the latest data from various sources, making it more effective in decision-making. This research recommends cloud-based marketing to help companies maximize their revenue by providing useful information and better quality for business development. The data were gathered from China automotive companies’ customers. A total of 220 questionnaires were distributed, and 165 (82.5%) usable questionnaires were analyzed using structural equation modeling.FindingsThis study verified that costumers’ perceived information quality, system quality and service quality positively caused the user satisfaction in the cloud-based marketing system.Practical implicationsThis paper presents beneficial advice for improving cloud-based marketing systems. Besides, the topic is relevant to cloud-based marketing systems’ success. A better understanding of the impact of intention to use and user satisfaction on cloud-based marketing systems could significantly enhance companies’ success. This paper’s theoretical and practical contributions are expressed to guide organizations and policymakers in increasing cloud-based marketing systems acceptance.Originality/valueThis study empirically tests the relationship of quality factors and performance outcome of cloud-based marketing system through a model based on DeLone and McLean theory. This study bridges the research gap by identifying the factors that drive the adoption of cloud-based services in marketing and the impact of user satisfaction and intention to use on the cloud-based marketing system performance in the case of china companies.

Percepatan Reformasi Birokrasi Melalui Budaya Keterbukaan Informasi di Daerah Istimewa Yogyakarta

Public services in Indonesia have many complaints from the public due to unclear procedures, limited access to information, and inadequate infrastructure. The enactment of the Law on Public Information Disclosure gives the public the right to supervise governance and improve the quality of information management and services within the Public Agency. The DIY Regional Government PPID which has been established since 2013 has not shown good performance. The purpose of this study was to analyze the performance of PPIDs and the factors that influence the acceleration of bureaucratic reform to create a culture of information openness. Performance evaluation is measured based on aspects of productivity, service quality, responsiveness, responsibility, and accountability. Meanwhile, the influencing factors are seen from personal / individual, leadership, team, system, and contextual (situational) factors. This research method uses a qualitative descriptive approach. The data collection technique is done through interviews, observation, and documentation study. An important finding from the performance evaluation results is that PPID productivity and accountability are still low. Meanwhile, factors that hinder performance are limited understanding of PLID, lack of intensity of communication between the Regional Head and Assistant PPIDs and the absence of budget support for PPID. Strategies that need to be carried out include improving the quality of PPID service performance by compiling a community satisfaction index, updating the classification of information regularly, monitoring and evaluation by giving awards and punishment, improving personality and utilizing various social media.

The Principal's Role in Developing Information Literacy: Finding from Australia and Canada


 
 
 IASL and IFLA have provided funding for an international study of the principal's role in developing and supporting information literacy. In this paper, the researchers describe the development of this international project and report on the progress of the study in two of the participant countries, Australia and Canada. Some preliminary findings are presented related to both the research questions and the research methodology. This information will be of interest to researchers who might want to replicate the study in other countries. The completed research should provide information that will be useful to principals and school librarians in countries throughout the world, as they struggle in difficult times to provide quality schooling and information services and to contribute to the development of literate and independent library users.
 
 

Analysis on the Construction Framework and Realization Logic of Smart Laboratory System under the Environment of Internet of Things

The rapid growth of the Internet of Things has broken people’s way of thinking and brought tremendous changes to people’s lives. For key configurations, the Internet of Things is included in the central distribution component of cloud computing, transmission networks, and sensor acceptance techniques. The future Internet of Things is similar to the human body, with different induction and cognitive fields to complete functional tasks, and is a key component of work efficiency and the creation of intelligent control systems. The laboratory is a training ground for colleges and universities to cultivate creative and commercial talents, and has a special mission of cultivating skills and training talents. In recent years, the quality of laboratory knowledge has been greatly improved, but the management model can still meet the needs of teaching, laboratory and technology opening, scientific research, and the development of new and business talents. In the future, university laboratories should learn high-quality design ideas, use Internet of Things technology, Internet technology and ARM technology to build an effective intelligent management system to understand laboratory intelligence. Therefore, this article recommends a local Web-based laboratory construction program, aimed at improving the quality of test information services, while using Internet technology in the laboratory for RFID technology, wireless sensor network and ZigBee technology. Build a common speech and open platform. Based on the comprehensive collection and indepth analysis of test data, the platform provides applications and services for collaboration, sharing and application to fully meet the needs of different users (such as educators, students, and trial administrators), and focus on monitoring And manage university laboratories. In order for the country to better cultivate its engineering talents in the new era, this is important and historically significant.

The Role of the Principal in an Information Literate School Community: Findings from an International Research Project

This paper reports the results of an international study of the principals' role in developing and supporting information literacy programs in Australia, Canada, Finland, France, Japan, Scotland, and South Korea. Principals and librarians in all countries except South Korea differed significantly on the amount of time they perceived the principal to spend on tasks related to the information literacy program. Principals and librarians in Australia, Finland, and Scotland agreed about the amount of time they thought the principal should spend on such tasks in the future. In Canada, Japan, and South Korea, however, there was a significant difference between the two groups. Overall mean scores on present and future perceptions suggest that in five of the six countries principals and librarians are well-aligned in their beliefs about the role of the principal; the exception was Scotland where school librarians are not qualified teachers. These and other findings should be useful to principals and librarians in schools throughout the world, as they struggle in difficult times to provide quality schooling and information services and to contribute to the development of literate and independent library users.

The use of information technology in correctional services to improve service quality and service satisfaction: A theory approach

This study aims to see the use of information technology in correctional services in order to improve service quality and job satisfaction of employees at the Directorate General of Corrections, Ministry of Law and Human Rights of the Republic of Indonesia. This research is descriptive and narrative research by exploring previous research related to the use of information technology, training development, service quality and job satisfaction compiled with data on findings in the field. The results show that the use of information technology is carried out to speed up service processes, transparency and service accountability. To achieve quality services, the development of training for employees in the use of information technology has an important role, this is in addition to being able to encourage employees to improve service quality, it also has an impact on the level of job satisfaction of these employees. This study adds to the limitations of the literature and provides empirical evidence related to the use of information technology in the correctional sector which contributes to the service quality and service satisfaction at the Directorate General of Corrections.

Factors Associated with Customers' Satisfaction in Online Purchasing: A Study in a Malaysian Public University

E-commerce has transcended the traditional way of shopping into a new and more efficient way of purchasing. Through this approach, businesses are conducted through the internet in which activities such as information searching, information sharing, products and services purchasing are performed. There are many reasons why online purchasing has become one of the most preferred channels for customers to purchase goods or services. This study is conducted to examine crucial factors related to customers' satisfaction in online shopping and specifically looking at four factors: information quality, service quality, security/privacy and website design and their relationship with customers' satisfaction in online purchasing. 320 questionnaires were distributed through purposive sampling techniques to students from a public university in Malaysia. The findings revealed that website design and information quality were the most impactful factors that influence customer’s online purchasing. These findings are useful for online retailers and marketers to understand consumers' behaviour when purchasing online, thus enabling them to develop more effective marketing strategies. For future research, this study suggests that the population of the study should be expanded and other types of variables should be included such as mediating and moderating variables to obtain more accurate and precise findings. It is also suggested that the research could be conducted using random samplings so that the findings can be generalised.