Information Service Quality Research Articles

Pemanfaatan Layanan Sistem Informasi Digital Perpustakaan (Sinditaka) oleh Mahasiswa di Universitas Medan Area

This study discusses the utilization of the Library Digital Information System Service (SINDITAKA) by final semester students at Medan Area University. This study focuses on the use of digital information systems to facilitate library catalog searches and improve the quality of information services. The method used is qualitative research with a descriptive approach. The informants in this study were the head of the Library and Archives at Medan Area University. Data were collected from documents, interviews, field notes, and observations. The results of the study indicate that SINDITAKA provides access to various digital collections, including printed books, e-books, and e-journals, which make it easier for students to find information.

Research on Users’ Willingness to Use the Urban Subway Wayfinding Signage System Based on the DeLone & McLean Model Theory: A Case Study of Wuxi Subway

This study, which is grounded in the information systems success model (D&M model) proposed by Delone and Mclean, investigates user satisfaction and the intention to continue using the urban subway signage system; Wuxi subway is taken as a case study. Through a questionnaire survey, the research integrates elements from the D&M theory, such as information quality, system quality, service quality, user satisfaction, and intention to use. The data were collected using a combination of online and offline survey methods and were analyzed using IBM SPSS 23 and AMOS 23. The findings reveal that system quality serves as a crucial driver of user satisfaction, while service quality exerts the most significant influence on users’ intention to use. Additionally, information quality is equally important. The optimization suggestions encompass the need to ensure the relevance, completeness, timeliness, and accuracy of information; enhance the usability and reliability of the system; and bolster the responsiveness, empathy, and tangibles of the service. These discoveries provide a scientific basis and practical guidance for optimizing the signage systems of Wuxi subway and other urban public transportation systems, with the aim of elevating passengers’ intention to use and their satisfaction.

Repositioning Nigerian education and healthcare system using quality library and information services

Repositioning Nigerian education and healthcare system using quality library and information services

Relationship between Implementation and Performance of Integrated Information System with Service Efficiency in Improving Service Quality in Radiology Installation of Bogor City Regional General Hospital

Radiology services are a crucial component of the healthcare system that requires efficiency in its processes. Resource limitations and increasing demand for services underscore the importance of improving efficiency. To enhance service quality and operational efficiency, the implementation of an integrated information system has become a key focus for hospital management. Improving service quality and operational efficiency through the application of an integrated information system is also dependent on the reliability and performance of the system itself. This study aims to examine the relationship between the implementation and performance of an integrated information system with service efficiency in enhancing service quality in the radiology department of RSUD Kota Bogor. The research uses a quantitative approach with two independent variables: the implementation of the integrated information system and the reliability and quality of the integrated information system. The dependent variable is the quality of radiology services, and the intervening variable is radiology service efficiency. Data collection methods include observations, questionnaires, and documentation studies. The sample consists of 30 employees working in the radiology department of RSUD Kota Bogor and 30 patients receiving services in the radiology department. Data processing and presentation were conducted using path analysis with Structural Equation Modeling (SEM-PLS) using SmartPLS software. The results of the data analysis indicate that: (1) The implementation of the integrated information system does not have a significant relationship with radiology service efficiency; However, the reliability and performance of the system do have a strong relationship with radiology service efficiency. (2) The implementation and performance of the integrated information system do not have a significant relationship with service quality in the radiology department. (3) Radiology service efficiency has a significant relationship with service quality in the radiology department. (4) Radiology service efficiency, as a mediator, is not strong enough to enhance the relationship between the implementation and performance of the integrated information system and service quality in the radiology department. This study is expected to provide a comprehensive overview of the relationship between the implementation and performance of an integrated information system with service efficiency in enhancing service quality in the radiology department. The findings may serve as input for the management of RSUD Kota Bogor in optimizing the use of an integrated information system to improve radiology service efficiency, which is expected to impact the quality of services in the radiology department.

Evaluation of User Satisfaction in the Satusehat Application

Digital transformation in the health sector aims to provide quality, fast, easy, affordable, and measurable services to the community. User satisfaction is paramount when providing services. Key factors influencing user satisfaction include Information, System, and Service Quality. The objective of this study is to evaluate the impact of information quality, system quality, and service quality on user satisfaction with the SATUSEHAT. This research used a quantitative with a cross-sectional design technique. This research using a quota sampling method with 106 respondents. This research using multiple linear regression analysis with univariate and multivariate classical assumption tests. This research focuses on SATUSEHAT application users who actively use social media platforms like Instagram and Twitter. The evaluation aims to provide insights into the impact of information, system, and service quality of the SATUSEHAT application's user satisfaction with the SATUSEHAT application. The results explain that 56.6% of respondents were female, 43.3% were male. 54.7% of this study's respondents were undergraduates aged 19 - 34 years, 67.0% of respondents. Most of the respondents' jobs were employees, 34.9%. Service quality significantly influences SATUSEHAT application The results of the regression coefficient value for user satisfaction is 0.651, and quality of the information, with a regression coefficient of 0.113. The The study found that information, system, and service quality significantly influence user satisfaction with the SATUSEHAT application.

Quality factors affecting the continued use of mobile health apps in ethnic minority regions of Southwest China using PLS-SEM and ANN

Mobile technology has significantly accelerated the rapid development of healthcare services. Despite the convenience brought by the proliferation of mobile health (mHealth) apps, the challenge of promoting their continued use among patients has garnered attention from many scholars and administrators. Based on the Expectation Confirmation Model (ECM), this study explores the impact of quality elements on the continuance intention of mHealth apps in Southwest China’s ethnic minority regions. Researchers conducted a structured questionnaire survey on 337 users of mHealth apps in these regions to measure their self-reported responses to seven constructs: information quality, system quality, service quality, perceived usefulness, confirmation, satisfaction, and continuance intention. The study uses the structural equation model-artificial neural network (SEM-ANN) approach to interpret the compensatory and non-linear relationships between predictors and continuance intention. The findings reveal that user satisfaction and perceived usefulness significantly predict the continuance intention to use mHealth apps. All other relationships were confirmed except for the non-significant relationships between service quality and confirmation, service quality and perceived usefulness, and system quality and perceived usefulness. Furthermore, based on the normalized importance obtained from the multilayer perceptron, the most critical predictors identified were satisfaction (100%), followed by information quality (70.2%), perceived usefulness (43.2%), system quality (25.1%), and confirmation (17.6%). Finally, this study presents theoretical and practical implications for the continuance intention towards mHealth apps in Southwest China’s ethnic minority regions.

Not all about the money: Service quality information improves consumer decision-making

Information asymmetries are pervasive in many industries and can result in large losses in consumer welfare. Does providing product quality information result in improved consumer decision-making? We study this question in a market where quality is notoriously hard to determine ex ante: the residential energy market. Using a discrete choice experiment (N = 1,002), we document a substantial willingness-to-pay (37–45 % of the median bill) for four service quality attributes (transparency, agency, authenticity, and convenience). In an incentivized search task (N = 432), we show that how quality information is presented matters: consumers who view information in the form of ratings and stamps of approval are (i) 4 % more likely to opt in to the search task, and (ii) 20 % more likely to correctly identify given levels of quality, relative to consumers who are provided with bar graphs, pie charts, and text. Finally, using a decision experiment (N = 510) with real company names familiar to our participants, we find that the provision of quality information increases choices of the best-rated company more than 20-fold, relative to the control scenario where quality information is absent, in which consumers select companies predominantly on price and brand awareness. Our findings are applicable to other markets in which information asymmetries are present, where policymakers should consider interventions that promote transparency and quality information provision.

Evaluation of the Village Financial Information System (SISKEUDES) in Enhancing Governance and Financial Transparency in Indonesian Village Administration

This study analyses how Sistem Keuangan Desa (SISKEUDES, Village Financial System) can enhance trust, transparency, and good governance through user satisfaction and the net benefits of governance quality in the village context, focusing on information quality, system quality, and service quality. The research method used is path analysis, using path coefficient and t-statistics analysis. This study's primary data collection method is through surveys from the source. The questionnaires were distributed to respondents via email, direct contact person, and social media. Respondents were selected using a purposive sampling technique, with a total of 101 respondents. This result shows that the quality of information, systems, and services provided by the SISKEUDES application significantly affects user satisfaction and governance quality in village settings, enhancing trust, transparency, and good governance. These findings imply that reliable accounting information systems like SISKEUDES can improve the transparency and accountability of village fund management. This research contributes significantly to understanding the role of financial accounting information systems in improving village financial management and helping to create a more transparent and accountable environment at the village level. In addition, to address gaps in the literature or provide practical insights for policymakers or IT developers working on public sector financial systems.

Sustainable Adoption of E-Learning in Romanian Universities after the COVID-19 Outbreak

The COVID-19 pandemic disrupted economic processes and various facets of daily life, including education, necessitating adjustments to help society adapt to the temporary status quo, with Romanian educational institutions being profoundly affected, and a full transition to online learning was mandated by central authorities in March 2020. The paper’s scope is to assess the sustainability of e-learning in Romanian higher education in the aftermath of the COVID-19 outbreak. The study was conducted on bachelor students from three Romanian universities through an online questionnaire with a sample size of 505 valid responses. This study aims to investigate the relationships between information quality (IQ), system quality (SQ), service quality (SEQ), and quality of life (QL) within an integrated model, based on the variables of the technology acceptance model (TAM) and performance models of information systems (IS). Specifically, the research explores how these factors, along with the mediating roles of perceived usefulness (PU) and perceived ease of use (PEOU), influence students’ behavioral intention to adopt e-learning systems (BISE) and actual use of them (EUOES) as a sustainable solution for post-pandemic COVID-19 education. Partial least squares structural equation modeling (PLS–SEM) was the selected method for data analysis performed with SmartPLS 4.0 software. The research results demonstrated that PU and PEOU showed a positive correlation relationship and were significantly influenced by IQ, SQ, and QL in the educational setting. The study also revealed that PEOU and PU exerted a positive influence on students’ behavioral intention to adopt e-learning systems (BISE) sustainably and on their actual use (EUOES). This study benefits universities and higher education institutions by providing insights into enhancing e-learning platforms and integrating technology effectively, as well as by supporting the formulation of sustainable online learning strategies beyond the COVID-19 pandemic.

Assessing Student Satisfaction and Institutional Efficiency in Dormitory Management: A Qualitative Analysis Based on Student Perspectives

This research examines the information management processes implemented in student dormitories and evaluates the enhancement of institutional efficiency based on student satisfaction. The study involved 150 students residing in dormitories across two universities, and data were collected through participant interviews. The findings indicate that while dormitory management is perceived as effective in some areas, there are significant opportunities for improvement in information management, communication, and service quality. Based on the student feedback, this article proposes several strategies to enhance dormitory management, including the adoption of digital platforms for better communication, regular maintenance schedules, and improved transparency in financial management. The challenges of implementing these measures, such as resource constraints and institutional resistance to change, are also discussed. These recommendations aim to improve student satisfaction and, consequently, institutional efficiency.

Staff Perspectives on the Role of Public Libraries in Facilitating College Literacy

The 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 numerous forms. For some students, there exist personal and professional advisors and 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 public-facing information workers. Through a cross-sectional online questionnaire of library staff across four states, this study sought to learn staff perspectives on the role of public libraries in serving prospective college students. The survey received 160 responses of which 100 open-ended responses pertained to the role of public libraries. Qualitative inductive analysis point to three core themes on the role of public libraries in serving this population, that of connector, provider, and supporter. A fourth theme suggests staff see the role as one for others to meet. This article provides insight into past examinations of public library support of college literacy offering an opening to further discussions on serving this overlooked user group.

Exploring Instructors' Experiences with Learning Management Systems: A Technological Perspective on User Satisfaction in Distance Learning

The rapid growth of educational technology in higher education has led to the widespread use of Learning Management Systems (LMS) in distance learning. However, limited research has focused on measuring instructors' satisfaction with these systems, despite its critical role in course engagement and enhancing student interaction with course content. This study proposes a comprehensive framework for evaluating instructors' satisfaction with LMS usage. Thus; We adopted DeLone and McLean's Information System Success Model to empirically assess the relationships between Information Quality (INQ), System Quality (SYQ), Service Quality (SQ), Perceived Usefulness (PU), User Loyalty (UL), and User Satisfaction (US). The results indicate that SQ has a greater effect on the US than SYQ, PU, and INQ. Moreover, the results show that the US has a significant direct influence on UL. The study focuses on higher education instructors and employs a questionnaire-based survey for data collection. Based on the results, it is recommended that LMS design should consider the needs of both instructors and students, incorporating the latest technological advancements. Neglecting instructors' satisfaction in LMS development could negatively influence the outcomes of distance learning courses.

Design and simulation of electronic communication positioning system based on Internet of Things technology

As electronic information technology continuously develops, it has gradually been applied to various industries and plays a vital role in the Internet of Things (IoT). The electronic communication positioning system is an interrelated aggregate or component composed of combining electronic science and technology with information science and technology to determine the spatial position. The current electronic communication positioning system has low positioning accuracy in indoor environments and is easily affected by obstacles such as building structures and walls, making it difficult to achieve accurate positioning. This paper integrated the IoT technology into the design and simulation experiment of the electronic communication system, aiming to improve the stability and accuracy of the positioning system and improve the quality of the location information service in the current stage of the market. This paper first introduced the architecture of the IoT, including RFID technology analysis and ZigBee technology analysis. Then it studied the classification of common positioning algorithms, and finally conducted a simulation test on the electronic communication positioning system based on the IoT technology in the experimental part. Compared with the traditional electronic communication positioning system, the tested results show that the minimum error of the electronic communication positioning system based on the IoT technology can reach 0.102. The maximum time accuracy can reach 95.34%, proving its effectiveness. In practical application, its error and time accuracy can achieve the required level of location information service. This article provided a brief explanation of the application of electronic information technology in the IoT system to assist in the further development of the IoT.

Adaptation of Parallax Scrolling Effect Technique in LegitCheck Website Interface Development

This research focuses on developing LegitCheck's website interface by applying the Parallax Scrolling Effect technique, which is considered as a potential solution to support the startup's promotional strategy. LegitCheck, as a startup that needs an effective way to introduce its services and business concept to consumers and brands, requires a website that can serve as an attractive promotional medium as well as a comprehensive information center. The purpose of this research is to examine the effectiveness of the Parallax Scrolling Effect technique compared to a website without the effect in increasing the effectiveness of the LegitCheck website as a promotional tool. The research method used includes the design and implementation of the Parallax Scrolling Effect technique on the LegitCheck website, followed by evaluation using the A/B testing method. The results showed that the implementation of the Parallax Scrolling Effect technique provided significant benefits, including improved information accuracy, service quality, user satisfaction, and company net profit. Although there are constraints related to page loading speed, the majority of respondents prefer websites with Parallax Scrolling Effect because it provides a more interactive and engaging experience. The implication of this study is that the use of Parallax Scrolling Effect can be an effective strategy for startups such as LegitCheck to increase interaction with users, strengthen brand image, and increase the effectiveness of the website as a promotional tool, although it is necessary to pay attention to technical aspects such as page loading speed to minimize potential disruptions to the user experience.

Online Base Transportation Service Quality and Customers Satisfaction Analysis

This study investigates how customer satisfaction is influenced by various service quality factors, including price, convenience, safety, and information and communication technologies (ICT). The study focused on Go-Jek users in Airmadidi and its surrounding areas, encompassing both frequent and first-time users. Data were collected using a Google Forms questionnaire from a sample of 315 respondents selected through convenience sampling. Prior to distribution, the validity and reliability of the questionnaire were tested with 37 respondents in a pilot study. Pearson correlation coefficients were calculated to assess the relationships between the different service quality attributes (safety, price, convenience, ICT) and customer satisfaction. The results revealed a strong relationship between customer satisfaction and the service quality factors of safety, price, convenience, and ICT. Among these factors, ICT showed the strongest association with customer satisfaction.

Effect of Accounting Information System Quality, Service Quality and System Security on User Satisfaction of M- Banking Based Applications at Bank Sumsel Babel

This study aims to analyze the effect of accounting information system quality, service quality and system security on user satisfaction of m-banking-based applications at Bank Sumsel Babel. This research uses descriptive methods with a quantitative approach. The population in this study were customers who used mobile banking at Bank Sumsel Babel, with as many as 198,017 customers. The number of samples taken in this study was 400 respondents. The sampling technique was carried out using the Slovin technique, namely the random sampling method (random sampling technique). The type of data used in this study is primary data collected directly through the data collection process using the distribution of questionnaires using Google Forms. The results showed that the quality of accounting information systems, service quality, and system security had a positive and significant effect on user satisfaction of m-banking-based applications at Bank Sumsel Babel and simultaneously that the quality of accounting information systems, service quality and system security had a positive and significant effect on user satisfaction of m-banking-based applications at Bank Sumsel Babel

Analysis of Academic Information System Using Information System Success Model and System Quality Model Case Study of Institut Teknologi Nasional Malang

Advancements in information technology are progressing rapidly, providing numerous conveniences across various domains, ranging from personal needs to general activities. Academic Information System (SIAKAD) facilitates academic information management in educational institutions. The utilization of website-based SIAKAD is gaining popularity due to its ability to streamline access to information and minimize administrative errors. This Research aims to identify key factors contributing to the success of website-based SIAKAD at the National Institute of Technology Malang. Additionally, the Research seeks to assess the level of success of SIAKAD and evaluate the key factors that influence its success. This Research employed the Information System Success Model (ISSM) method and the System Quality Model (SQM). This study follows a seven-step workflow, from problem identification to conclusion, assessing SIAKAD ITN Malang's success using ISSM and SQM models. A survey of 100 respondents evaluated system quality, functionality, and user satisfaction. Related research highlights the importance of system quality in achieving positive user outcomes and overall success. Based on the research results, all hypotheses are accepted, indicating that Information Quality (IQ), System Quality (SQ), and Service Quality (SeQ) significantly influence Intention to Use (IU), User Satisfaction (US), and Net Benefit (NB) in the Use of SIAKAD at the National Institute of Technology Malang.

The Effect of Search Level of Information Channel on the Tourism Information Service Quality

The Effect of Search Level of Information Channel on the Tourism Information Service Quality

Analysis of System Quality, Information Quality, and Service Quality on E-Filing User Satisfaction

E-filing is a tax reporting system using an Annual Tax Return (SPT) that is conducted electronically. This study aims to test and analyze the success of the e-Filing system using the Information System Success Model approach by DeLone & McLean (2003). The data used in this study is primary data collected through questionnaires, with a total sample of 70 individual taxpayers registered as employees at the Bulukumba Tax Office. The measurement variables used include system quality, information quality, service quality, and user satisfaction. The results show that information quality has a positive and significant effect on user satisfaction, and service quality also has a positive and significant effect on user satisfaction. This research can contribute to tax authorities in developing electronic systems to facilitate taxpayers in filing their tax returns. It also highlights the importance of information quality and service quality in the use of the e-filing system to ensure that taxpayers feel satisfied in fulfilling their tax obligations.

Modelling Government-to-Government (G2G) usage among government employees in Kuwait: The contingent role of task interdependence

The purpose of this paper is to investigate employee performance using G2G system in Kuwait. The study is based on D&M model, and it proposed the moderating effect of task interdependence on employee performance. Data of 290 employees were collected from Kuwait ministries, and smart PLS was used to analyse the data. Results indicate that information quality, service quality, and employee training have positive influence on G2G usage. Information quality, G2G usage, and service quality have positive influence on employee satisfaction. G2G usage, employee satisfaction, and employee training have positive influence on employee performance. However, system quality and employee training have no relationship with employee satisfaction. System quality also has no relationship with G2G usage. The study also showed no moderating effect of task interdependence on the relationship between G2G usage and employee performance. To overcome research limitations, several recommendations have been given for future research on this area.