Information Service Quality Research Articles

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.

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.

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

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.

The influence of utilitarian and hedonic value on customer satisfaction and repurchase intention in e-commerce

This research aims to examine factors affecting consumers’ shopping value in the online environment, which, in turn, lead to customer satisfaction and repurchase intention based on an integrated model of the cognition-affect-behavior model and personal shopping value. An online questionnaire was administered to 202 consumers of e-commerce purchases in Vietnam. Partial least square structural equation modelling (PLS-SEM) was utilized for data analysis. Results show that system quality and perceived price fairness positively affect hedonic shopping value, while information quality and service quality positively affect utilitarian shopping value. These shopping values collectively nurture customer satisfaction, resulting in repurchase intention. This study contributes to the literature on online consumer behavior by examining both the antecedents and outcomes of consumer shopping values in e-commerce. The findings can help e-commerce enterprises optimize marketing strategies to improve consumer shopping experiences and repurchase intention.

The Information Technology Effect, Quality Service, and Tax Sanctions on PBB Tax Compliance

This study examines the impact of tax information technology services and tax sanctions on property taxpayers' (UN) compliance in Surabaya. Using multiple linear regression, the research finds that tax information technology, service quality, and sanctions all significantly and positively influence tax compliance. Efficient e-filing and e-payment systems enhance reporting accuracy, making compliance more transparent. High-quality services from tax authorities, marked by responsiveness and reliability, increase taxpayer trust, leading to better compliance. Fair and transparent sanctions act as a deterrent, promoting adherence to tax regulations. The study concludes that Surabaya's tax authorities should focus on advancing technology, enhancing service quality, and enforcing consistent sanctions to improve compliance. Recommendations include investing in technology, training tax officers, and strengthening law enforcement. This research offers insights into tax policy in Surabaya and other areas, highlighting the factors that drive local tax compliance and setting the stage for future studies on the relationship between technology, services, and sanctions in enhancing tax compliance.

Determinants of donation intentions in Malaysia

PurposeThe current study examines the factors that affect trust and donation intention in donation-based crowdfunding.Design/methodology/approachThe present study utilized web-based questionnaires to examine the donation intention of Malaysian donors in donation-based crowdfunding, employing the information system success (ISS) framework. The collected data were investigated using partial least square structural equation modeling (PLS-SEM).FindingsThe findings of the study indicate that information quality, service quality and system quality have a significant positive effect on trust in donation-based crowdfunding. Additionally, donation intention in donation-based crowdfunding is significantly and positively influenced by information quality, service quality and trust.Practical implicationsThe study’s results can be used by donation-based crowdfunding platforms to enhance their information, service and system quality to increase donor trust and intention to donate, including improving the platform’s design, navigation, aesthetics, comprehensibility of content, providing timely customer support and regularly updating and maintaining the system.Originality/valueBy exploring the relationship between information quality, service quality, system quality, trust and donation intention, this study contributes to the existing knowledge on donors’ behavior in crowdfunding.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-04-2023-0291

Analisis Penerimaan dan Kesuksesan Aplikasi M-health pada Lansia menggunakan Model UTAUT dan Delone & McLean

M-health plays a crucial role in providing medical services through features like online doctor appointments. While it offers convenience, there are challenges in its adoption among the elderly. The success of M-health depends on user acceptance and continued use. Therefore, an evaluation of information technology focused on the elderly in Indonesia is necessary. Technology accepted by users is not necessarily successful, and vice versa. This study aims to identify factors influencing the acceptance and success of M-health applications among the elderly. It combines the UTAUT and Delone & McLean models to investigate acceptance and success factors. The variables used are performance expectancy, effort expectancy, information quality, system quality, service quality, user satisfaction, and continuance intention. The PLS-SEM method is used to process respondent data. Analysis result shows that 61.6% of elderly users' satisfaction with M-health is influenced by information quality, service quality, performance expectancy, and effort expectancy. Meanwhile, 59.4% of the continuance intention is influenced by user satisfaction. This indicates that the application is well received and successful because it provides a satisfying experience. This study confirms that the combination of the UTAUT and Delone & McLean models is adequate.

Minding the gap: Assessing patient expectations versus experiences in drug information services at community health centers (Puskesmas) in Indonesia urban settings.

In pharmaceutical care, patients' perceptions of drug information provided by pharmacists are vital for assessing pharmaceutical services at community health centers (in Indonesian known as Puskesmas). The aim of this study was to determine the alignment between patients' expectations and experiences of drug information services by pharmacists at Puskesmas in Indonesia. This multicenter cross-sectional study utilized a validated questionnaire among outpatient patients aged 18 years and above across all 47 Puskesmas in Makassar, Indonesia. A total of 622 respondents were interviewed between September to December 2023. Significant gaps were observed between patients' expectations and experiences regarding all the drug information aspects such as quantity (median: 4 vs 3, p<0.001), drug effects (median: 4 vs 3, p<0.001), dosage form (median: 3 vs 3, p<0.001), proper administration (median: 4 vs 4, p<0.001), side effects (median: 4 vs 2, p<0.001), storage (median: 3 vs 2, p<0.001), drug-drug interactions (median: 4 vs 2, p<0.001), drug-food interactions (median: 4 vs 2, p<0.001), handling missed dose (median: 3 vs 2, p<0.001), managing accidental overdoses (median: 4 vs 2, p<0.001), history of drug use (median: 3 vs 2, p<0.001), co-medications (median: 3 vs 2, p<0.001), and previous drug allergies (median: 3 vs 2, p<0.001). Sociodemographic factors influencing patients' need for drug information services encompass age, sex, educational attainment, comorbidities, family size, number of visits, monthly income, and occupation. The quality of drug information services at Puskesmas in Indonesia still requires optimization and customization to meet the specific needs of patients, taking into account their sociodemographic characteristics.

Assessing the Variables that Contribute to Customers' Utilization of Internet Banking: A Study of Banking Institutions in Guyana

Internet banking across banking institutions has grown tremendously in popularity over the past two decades. However, the adoption of Internet banking among customers remains a crucial challenge within the banking industry, especially in developing countries. While there are several factors affecting the adoption of Internet banking in both developing and developed countries, the evidence is more robust for developed regions. For this reason, this research seeks to investigate the factors affecting the adoption of Internet banking among banking customers in the developing country of Guyana. The study proposes and tests a conceptual model based on the Technology Acceptance Model (TAM). The model extends TAM through the inclusion of information quality, service quality, system quality and computer self- efficacy as additional predictor variables. The study employed a Structural Equation Modeling (SEM) approach to determine the relationship between constructs of the conceptual model. Data was collected via questionnaire responses obtained from 160 Internet banking customers. The findings of the study suggest that service quality positively affects consumers’ perceived ease of use of Internet banking but not the perceived usefulness of Internet banking. It was also found that computer self- efficacy positively affects consumers’ perceived usefulness to adopt Internet banking but not perceived ease of use for same. The findings showed that information quality did not impact perceived usefulness and neither did service quality for perceived ease of use to adopt Internet banking However, the results of the study showed that both perceived ease of use and perceived usefulness significantly impacted the actual usage of Internet banking.

Accounting Information System and Financial Reporting Quality of Quoted Service Companies in Nigeria

AIS is seen as a significant organizational mechanism but it can only be of benefit to organizational operations, including the Quality of Financial Reporting (QFR) produced if the right factors are well integrated and operated harmoniously. Therefore, the study examined AIS and QFR of listed service companies in Nigeria. The study adopted cross-sectional survey research design. Primary data was employed through a questionnaire which was administered on 256 respondents. Variables used included Information Quality (IQ), Service Quality (SERVQ), faithful representation, relevance, understandability and timeliness. The study adopted the use of structural equation modeling for data analysis. The findings revealed that IQ has a significant effect on QFR while SERVQ has no significant and negative effect on QFR. It is therefore recommended that organizations should ensure that they maintain good information quality which should start from the point of data collection from different sources to the point of final preparation of the financial reports.

Data analysis method for power big data

This paper discusses a data quality analysis and evaluation mode based on power big data. Its basic content is to use the analysis platform template to conduct acquisition control and process rule analysis, and then use the data quality management module to call out the platform database system that realizes the inspection and analysis function, and retrieve and generate inspection data from the entity base. The analysis program will classify, count, sort, and sort the data, The final generated quantitative indicator data reflecting the project implementation status and data quality will be saved in the analysis result table. The analysis result report called from the middle platform can obtain a more detailed data quality analysis and evaluation report reflecting the data quality of various quantitative projects. This paper has improved the intelligent degree of information quality management and evaluation, realized the intelligent control of information service quality, adapted to the needs of large-scale information service management, and completed the quantitative research and evaluation of information completeness, timeliness, accuracy, accuracy and other important parameters.