Information Service Quality Research Articles

Design of Military Service Framework for Enabling Migration to Military SaaS Cloud Environment

The military of the Republic of South Korea applies infrastructure as a service (IaaS) cloud-computing technology and applications distributed nationwide are transferred to two defense-integrated data centers (DIDCs). However, to improve the quality of the military information service provided by the DIDCs, it is crucial to expand the cloud-computing service from IaaS to the software as a service (SaaS) level. Owing to the in-house planning, development and operation of military applications by the Ministry of National Defense and each military force, these organizations operate several applications that are similar and redundant. Accordingly, SaaS can reduce the costs of IT services and management overhead by eliminating similar and redundant applications and integrating them into common services. In this study, a military service framework (MSF) was designed based on the criteria of business functions and service targets. The MSF was applied to applications currently in operation to create a current military SaaS portfolio, whereas the future military SaaS portfolio was restructured by identifying common services within and between organizations and throughout the military. Consequently, 369 future military SaaS portfolios were created, representing a 36% decrease realized by integrating similar and redundant systems out of 580 applications.

Analysis on the influencing factors of users’ usage intention and user behavior patterns in online medical community under COVID-19

With the spread of COVID-19, the shortage and uneven distribution of medical and health resources in the traditional medical industry, as well as the vulnerability to infection, have aroused concerns. As a new way of Internet medical treatment, online medical treatment greatly alleviates the pressure of difficulty in getting medical treatment. However, few studies have explored the factors that influence users’ use of online medical communities and the patterns of users’ behavior. Based on the theory of perceived value, social support, information asymmetry and information behavior of “Type Person”, this paper constructs the influencing factor model of users’ usage intention in online medical community. Questionnaires were distributed to users in the online medical community, multiple linear regression was conducted through SPSS to test the assumptions in the model, and then user groups were clustered to analyze user behavior patterns. The results showed that perceived benefit, social support, medical effect and user trust had positive effects on users’ usage intention, while perceived risk had a negative effect on it.” Type A” users have a lower intention, “Type B” users are skeptical about medical effect, “Type C” users have a higher intention, and “Type D” users pay more attention to emotional support. Finally, this paper provides some suggestions for online medical community to improve the quality of medical information service.

The influence of Information Quality, Service Quality, and Customer Experience On Customer Trust at PT PLN (Persero) ULP Klaten Kota

The development of technology and information can be used by a company to build the customer trust. A customer trust is needed to make long term relationship between customer and a company. This research is implemented to know the influence of Information Quality, Service Quality, and Customer Experience On Customer Trust at PT PLN (Persero) ULP Klaten Kota by knowing the partial and simultaneous influence of information quality, service quality and customer experience toward customer trust at PT PLN (Persero) ULP Klaten Kota . The data used in this research is primary data taken by interviewing the manager of PT PLN (Persero) ULP Klaten Kota and customer questionnaires. The sample in this research is 100 customers of PT PLN (Persero) ULP Klaten Kota . The Sampling technique used is purposive sampling and insidental sampling. The sata analysis model used is multiple linear regression analysis. The result of coefficient determination showed that 82,3% of customer trust is influenced by information quality, service quality and customer experience. While, the other is influenced by a other factors which are not examined in this research. The hypothesis result showed that information quality doesn't have a significant effect toward customer trust partially, service quality has significant effect toward customer trust and customer experience has a significant effect toward customer trust. Information quality, service quality and customer experience have a significant effect toward customer trust simultaneously

Does online observational learning matter? Empirical evidence from panel data

The information presented on a product sales page plays an important role in consumers' purchase decisions. This study examines the persuasive effect, whether a customer's choice is heavily driven by information inferred from others' behavior, and how these impacts are moderated by market age and product type. Results show that online customer choice was significantly affected by historical cumulative sales and times saved. Positive cumulative sales and shop service quality have a significant positive impact on product sales. The times saved have no direct impact on product sales. For different types of products, the times saved of experiential products has a significant impact on product sales, while the shop service quality information of search products has a greater impact on product sales. The influence of online observation learning on product sales will be significantly moderated by a combination of product type and market age. These findings not only offer important theoretical contributions to e-commerce research but also provide practical implications for online sellers and managers of social commerce platforms.

Research on Big Data Information Service Pricing Based on Uncertainty Analysis

In the era of big data, more and more people use big data technology to provide users with massive data or provide information services based on the results of processing and processing massive data to meet the needs of users for specific information in specific fields. However, with the realization of internal benefits and external effects of big data, the uncertainty of big data information service and the difficulty of quality evaluation make the pricing decision and pricing game of the demander and supplier more complex and difficult to model. Based on the uncertainty of decision matching degree and service quality of big data information service, this paper analyzes the cost-benefit of data asset pricing model through index extraction and mechanism hypothesis definition, and extracts the key factors of data asset service pricing. Through the modeling of return on investment, the important influence factors in the pricing model are analyzed. From the perspective of quality evaluation, it is proposed that quality control and consumer satisfaction need to be balanced by adjusting the benefit function. That is, through the uncertainty analysis of influencing factors and price modeling analysis, the pricing research of two different business characteristics of big data information service is carried out.

STRUCTURAL MODELLING OF CRM SYSTEM OF TOURISM ENTERPRISES

As tourism enterprises significantly depend on timely customer service due to the simplified operation of information systems and the circulation of information flows, CRM is necessary to apply for constant communication with customers. It is important to build its structural model to reflect the dynamism of information flows and ensure quality of the tourism product. Analysis of recent research and publications has shown that the application of the CRM system in the activities of service enterprises is actively studied by both Ukrainian and foreign scientists. The main accent is made on justification and creation of a structural model of CRM as flexible and sensitive to external changes that affect the activities of the tourism enterprise to improve customer service and efficiency. The theoretical basis and methodological basis of the article consist of the works of Ukrainian and foreign scientists on CRM systems for customer service. Having received substantiated scientific research, the article uses theoretical generalization, analysis and synthesis to consider the features of CRM for tourism enterprises. The interrelation between information system and service quality was analyzed. Due to informative nature of a tourism product, dynamics and intensity of information flows between tourism enterprises and customers, CRM was recognized as the necessary tool to communicate with clients, promotes their retention, and manage internal processes. CRM functions for tourism enterprises were formulated. The structural model of the tourism CRM functioning was designed, taking into account the information flows content. E-CRM provides wider services to be provided for customers. The importance and competitive advantage in using CRM system in the tourism enterprises are determined. The structural model of CRM system functioning is created, taking into account intensity and character of information flows in formation and sale of a tourist product. CRM efficiency indicators for tourism enterprises are determined.

Impact of E-learning factors on Students Satisfaction: Sohar University - a Case study

Abstract Purpose of Study The study aimed to investigate the impact of quality remote e-learning factors on student satisfaction. Methodology The random sampling method was adopted through a questionnaire in an online survey. The survey used a questionnaire to collect data from 218 students who had experienced online learning. Statistical Package for Social Sciences (SPSS) was used to analyze and interpret the collected data. Findings The study revealed that there was an impact of Information Quality, Service Quality, and System Usage on System Success which in turn has an impact on student satisfaction. It is observed that the experience through the e-learning system determines improvement towards academic knowledge and expertise. Social Implications This study helps HEIs to understand the student’s perception of remote e-learning systems for future improvements. This study has provided insights into remote e-learning systems of higher education institutions in understanding the impact of the system used on student satisfaction. This will help them to improve the e-learning system. Practical Implications The study showed that most of the students opined that the Higher Education Institutions (HEIs) should keep improving their services as it is required to enhance the features and the facilities to increase student satisfaction. Originality No study has ever considered the three key factors which influence the system usage which in turn affects student satisfaction and this research dealt with that. Keywords: E-learning difficulties, Information Quality, System Quality, System Usage, System Success, Student Satisfaction.

The role of technical and relational factors in trust and predisposition for online commerce: digital markets and consumer perspective

There is a growing importance in the business world to be present in the online environment. It is relevant to understand what kinds of performance have better results for consumers. The biggest changes that have taken place in the commerce sector in recent years were, largely, a consequence of technological developments, such as online commerce (e.g., pandemic context). Based on the literature, a research model was developed in which one looked for the answers to these questions. The application of the model to a group of 180 respondents, allowed the understanding of the relations between service quality, system quality and quality information, satisfaction, trust, perceived risk, perceived usefulness, perceived ease of use, and intention to buy. This research contributes to a better theoretical understanding of trust in online commerce and helps to identify the characteristics that make part of its construction by consumers, providing relevant data that can help them to define the best marketing strategies.

Drug Information Services in Low-Resource Setting: A Responsibility of Pharmacists or Pharmacologists or Both the Professions Conjointly.

Objective:The objective of this study was to assess the pharmacy professionals’ understanding and viewpoints on drug information center (DIC) services and differences, if any, with pharmacologist's survey conducted earlier.Materials and Methods:An electronic cross-sectional knowledge, practice, and attitude survey was carried out. A questionnaire in the form of the hyperlink was sent to pharmacy professionals through e-mail, Facebook messenger, and WhatsApp. Factors linked to pharmacy professionals’ vision in expanding countrywide DIC services were studied with logistic regression in R.Results:A total of 125 pharmacy professionals responded. The participant believing in the published literature as a standard reference for establishing and running the DIC services; participants identifying more challenges in the day-to-day DIC functioning; and participants believing in the ability of DIC in reducing morbidity, mortality, and cost of care had 4.76 (95% confidence interval [CI] = 0.97–6.44), 4.24 (95% CI = 0.97–6.44), and 2.43 (95% CI = 0.97–6.44) times association with good knowledge score. Good attitude scores were discovered of participants working in fully and partially functional DIC (odds ratio [OR] = 9.66, CI = 0.97–6.44 and OR = 9.49, CI = 0.97–6.44) to participants not involved in DIC duties. The participant who understood DIC services’ real purpose had 2.83 (95% CI = 0.97–6.44) times association with good practice scores. Overall, pharmacy professionals carried better attitude scores, but lesser knowledge, and practice scores than pharmacology professionals.Conclusion:Lower knowledge and practice score of pharmacy professionals asks for training in critical appraisal of published literature and due modifications in graduate and postgraduate curricula. A collaborative approach between pharmacists and pharmacologists is needed to improve the quality of drug information services and evidence-based medicine practice in low-resource countries like India.

Assessing Online Repurchase Intention in a Developing Country

This research investigates the factors that influence online repurchase intention in a developing country, focusing on Ghana. The study also investigates the unexplored effect of perceived value on user satisfaction and online repurchase intention. The survey method of data collection was employed. The author used the purposive technique of data collection to collect data from 504 online shoppers in two regions of Ghana. The data were analyzed using the partial least square – structural equation modeling. The findings of this study indicate that information quality, system quality, and service quality are vital drivers of consumer perceived value of products/services and consumer satisfaction. The results also confirm that perceived value significantly drives consumer satisfaction. Furthermore, the research findings suggest that consumer satisfaction and perceived value significantly influences online repurchase intention. This study extends the research on online repurchase intention, particularly within the context of a developing country.

Quality and performance in small accounting firms

The purpose of this study is to investigate the relationship between three central dimensions of quality in small accounting firms and firm performance. The three dimensions of quality investigated are: human resource (HR) quality, information technology (IT) quality and service quality. Firm performance is measured in two different ways: perceived performance and return on sales (ROS). We tested the hypotheses in a sample of 506 small Norwegian accounting firms. The results indicate that service quality relate positively to perceived performance and ROS. Human resource quality is positively related to perceived performance, but not ROS. IT quality is not related to perceived performance and negatively related to ROS. This study contributes to the literature by providing empirical evidence for a positive relationship between service quality and firm financial performance and has important implications for accounting firms and their clients.

A dynamic multi-dimension trust model for information service quality evaluation

The quality of information service providers, such as e-commerce, web services, and distributed computing, is the major concern of users when selecting service providers. Trust models are used to evaluate the quality of different providers’ information services, which require fine-grained measurement, dynamic update, and robustness to malicious ratings. In this paper, we propose a dynamic multi-dimension trust model for information service quality evaluation. The evaluation algorithm aggregates the service ratings with user credits to assess service qualities. Our model also gives feedback (reward or punish) to users’ credits to reduce the influence of arbitrary/malicious rating behaviors. We simulate our trust model and evaluate its effectiveness and robustness.

Size Recommendation Technology Convergence in e-Shopping: Roles of Service Quality Information Credibility and Satisfaction on Purchase Intention

Size Recommendation Technology Convergence in e-Shopping: Roles of Service Quality Information Credibility and Satisfaction on Purchase Intention

Tourism Service Quality and Tourism Product Availability on the Loyalty of International Tourists

Tourist loyalty is created through good tourism service quality and the availability of tourism products. This study discussed the various attributes of tourism service quality, namely, tour agents, efficient personnel, accessible transportation, and information service quality. Whereas for tourism product availability attributes were varieties of product availability, wide selection of tour agents and tourist products, and wide variety of amenity services. As a general rule, the minimum is to have at least five times as many observations as the number of variables to be analyzed, and the more acceptable sample size would have a 10:1 ratio. A total of 424 questionnaires were returned, with 35 removed due to errors. Finally, 389 questionnaires respondents were used via accidental sampling method through the distribution of questionnaires to foreign tourists at Soekarno Hatta International Airport. In addition, AMOS 7.0 software is used to test models in confirmatory factor analysis (CFA) as well as hypothetical testing using structural equation modeling (SEM). The results showed that all hypotheses were accepted, except for the effect of tourism service quality on tourist loyalty in Indonesia. This research aims to contribute significantly to the existing knowledge of tourism, specifically from a foreign tourist perspective in Indonesia.

Relationship between Course Evaluations and Learning Achievement for the Software Lecture in General Education

The course evaluations was used to collect the students’ opinion and verify the learning performance for a long time. However, many evaluations’ methods are not consider each characteristics of the course, and many courses were presented to students with the same question for the course evaluations. This research aims to make a learning success model considering the questionnaire of course evaluations and relationship between the factors of learning and learning satisfaction/benefit. In order to make a model, we identify the items of the questionnaire and distinguish the factors considering the items. The factors are Information Quality, Knowledge Quality, System Quality and Service Quality. Consequently, the research shows the connection and relationship between them and learning satisfaction/benefit.

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.

A Public Platform for Virtual IoT-Based Monitoring and Tracking of COVID-19

The world is developing an app that alerts my smartphone when a COVID-19 (COrona VIrus Disease 19) confirmed case comes near me. However, regardless of what will be put to practical use first, the COVID-19 tracking system should satisfy the issues of legalization of location tracking and scalability as a public platform used by the world. Additional problems need solutions related to real-time authentication for information gathering, blind naming and privacy of tracked persons, and quality of service on the Query/Reply procedure. This paper proposes the Software-Defined Networking Controller-centric global public platform to monitor and track information for the COVID-19 relevant people and provide real-time information disclosure services to world-wide Centers for Disease Control and Prevention (CDCs) and regular users. The CDC manages a list of people who needs to be monitored related to the COVID-19 and forcibly installs COVID-19 virtual Internet of Things (vIoT) nodes in the form of applications on their smartphones. In addition to these nodes, the vIoT support nodes also engage as information providers to improve the quality of information services. The design of our platform aims to ensure confidentiality and authentication services giving individually different secret keys. In addition, our platform meets system scalability and reduces Query/Reply latency, where the platform accommodates a large number of world-wide CDCs and persons in control per CDC.

The Impact of Visitor Satisfaction Mediation from the Relationship between Marketing Information Systems, Tourist Destinations and Service Quality towards Returning Interest in Malang Topeng Village Tourism Destinations

The Impact of Visitor Satisfaction Mediation from the Relationship between Marketing Information Systems, Tourist Destinations and Service Quality towards Returning Interest in Malang Topeng Village Tourism Destinations

스마트 공항의 정보안내 서비스품질에 관한 연구:인천국제공항 안내로봇 '에어스타'를 중심으로

스마트 공항의 정보안내 서비스품질에 관한 연구:인천국제공항 안내로봇 '에어스타'를 중심으로

Sistem E-Filing dan Kepatuhan Wajib Pajak Orang Pribadi: Studi D&M IS Success Model pada KPP Pratama Denpasar Timur

This study aims to analyze the effect of information quality, system quality, service quality, use, and user satisfaction of e-filing systems on individual taxpayer compliance. This research was conducted by distributing questionnaires online and offline to e-filing individual taxpayers at KPP Pratama Timur Denpasar. The total sample is 100 individual taxpayers using convenience sampling techniques. The data analysis technique used is partial least square with SmartPLS 3.2.8 application. The results of this study indicate that information quality and system quality have a positive effect on the use of e-filing systems. Information quality, system quality and service quality influence the satisfaction of e-filing system users, the use and satisfaction of e-filing system users have a positive effect on taxpayer compliance. The results of this study can be used as input by the government in an effort to increase the use of e-filing by individual taxpayers.
 Keywords: E-filing; Updated D&M IS Success Model; Taxpayer Compliance.