System Service Quality Research Articles

Effect of Service Quality and System Quality on Online Registration Aplication on User Satisfaction with Usage Frequency as An Intervening Variable

Purpose — This research aims to investigate the impact of system quality and service quality on user satisfaction, specifically examining the mediating role of usage frequency in an online registration information system for hospital queues. Design/methodology/approach — This research used an analytic observational design with a cross-sectional approach. Data were collected from 96 patients attending a Private Hospital in Malang City from May to July 2022. The data were analyzed using multiple linear regression and path analysis, including the Sobel test and causal step. Findings — The results of this research indicate that neither service quality (t-test statistic = -1.458, t-stat < 1.96) nor system quality (t-test statistic = -0.448, t-stat < 1.96) directly affected user satisfaction through usage frequency. This suggests that usage frequency does not mediate the relationship between service quality, system quality, and user satisfaction. Practical implications — This research highlight the importance of service quality and system quality in online registration application services. Improving these aspects could enhance user satisfaction, even though usage frequency may not directly mediate this relationship. Originality/value — This research contributes to the understanding of factors influencing user satisfaction in online registration systems for healthcare services. The findings suggest that service providers should focus on improving system quality and service quality to enhance user satisfaction, independent of usage frequency.

ANALISA KESUKSESAN OTA (ONLINE TRAVEL AGENT) TIKET.COM MENGGUNAKAN MODEL DELONE AND MCLEAN (Studi pada Pembelian Tiket Konser K-Pop di Indonesia)

The growth of Korean Wave in Indonesia has been very significant since the beginning of the pandemic in 2020 and the interest in K-Pop music is one proof of the phenomenon of Korean Wave in Indonesia. The huge interest in K-Pop music has attracted the attention of promoters to hold K-Pop music concerts in Indonesia. One of the elements in holding a music concert is ticket sales, and promoters will choose to prioritize online ticket sales to facilitate sales. One of the online ticket sales platforms for K-pop music concerts in Indonesia is tiket.com. As an online ticket sales platform, tiket.com must consider the quality of their system. This study aims to determine the factors that influence the success of the tiket.com platform using the DeLone and McLean Model theory (2003). The research method used is quantitative. The sampling technique used is nonprobability sampling technique with a sample of 100 respondents from tiket.com platform users who have transacted K-pop concert tickets. Data analysis was carried out using the PLS-SEM approach with the SmartPLS tool. The results of this study indicate that there is a significant effect on system quality, information quality and service quality on user satisfaction and a significant effect of user satisfaction on net benefits.

Patient Satisfaction with Telemedicine

The COVID-19 pandemic emphasized the significance of telemedicine for delivering healthcare services. However, the rapid development of a framework for telemedicine implementation necessitates the investigation of the existing acceptance and satisfaction of Filipino respondents and physicians. This study assessed the satisfaction of patients with telemedicine in Tuguegarao City in terms of system, information and healthcare service quality. Employing a descriptive quantitative design was used and 230 respondents were included and selected through snowball sampling. A structured questionnaire based on Yip et al., (2003), Bakken et al., (2006), Lin, Z. (2017), and Parmanto et al., (2016) was also used. Gathered data were analyzed using mean, frequency, and percentage while test of significant difference was also conducted using independent sample T-test and One-way ANOVA. Results indicate slight satisfaction among telemedicine users in Tuguegarao City across quality dimensions: system, information, and health service. Moreover, significant differences in the level of satisfaction exist in the respondent’s age, educational attainment, average monthly income, occupation, type of residences, and number of health services availed. It was revealed that respondents who are 18 to 24 years old and are commonly senior high school and college graduates had the lower level of satisfaction with the overall quality of telemedicine. While respondents with lower monthly income, in rural areas and who availed more than two services appeared to have better satisfaction with telemedicine services. In conclusion, the results of the study showed that the respondents are slightly satisfied with the telemedicine services within Tuguegarao City.

Subscription intentions for ChatGPT plus: a look at user satisfaction and self-efficacy

PurposeThis study examines the key determinants of subscription intentions for ChatGPT Plus (paid version) in business settings, focusing on tasks such as system quality, information support, service quality, perceived intelligence, goal-congruent outcome and self-efficacy.Design/methodology/approachThe study utilized a survey of office workers, analyzed through structural equation modeling, to explore these determinants.FindingsThe results demonstrate that system quality, service quality and perceived intelligence significantly influence satisfaction, while service quality and perceived intelligence also impact goal-congruent outcomes. Contrary to traditional models, satisfaction does not significantly correlate with usage. Instead, a significant relationship is observed between goal-congruent outcomes and usage. Self-efficacy emerges as a crucial predictor of subscription intentions, further underlined by the significant impact of usage on subscription intention.Research limitations/implicationsThe study’s focus on office workers and a single artificial intelligence (AI) chatbot type may limit generalizability. Its findings illuminate several avenues for future research, particularly in diversifying the context and demographics studied.Practical implicationsThis research offers actionable insights for businesses and practitioners in the implementation of AI chatbots. It highlights the importance of enhancing system quality, personalization and user confidence to boost subscription intentions, thereby guiding strategies for user engagement and technology adoption.Originality/valueThis study pioneers in investigating subscription intentions towards AI chatbots, particularly ChatGPT, providing a novel framework that expands upon traditional user behavior theories.

Barriers to and Facilitators of Key Stakeholders Influencing Successful Digital Implementation of Remote Monitoring Solutions: Mixed Methods Analysis.

Implementation of remote monitoring solutions and digital alerting tools in health care has historically been challenging, despite the impetus provided by the COVID-19 pandemic. To date, a health systems-based approach to systematically describe barriers and facilitators across multiple domains has not been undertaken. We aimed to undertake a comprehensive mixed methods analysis of barriers and facilitators for successful implementation of remote monitoring and digital alerting tools in complex health organizations. A mixed methods approach using a modified Technology Acceptance Model questionnaire and semistructured interviews mapped to the validated fit among humans, organizations, and technology (HOT-fit) framework was undertaken. Likert frequency responses and deductive thematic analyses were performed. A total of 11 participants responded to the questionnaire and 18 participants to the interviews. Key barriers and facilitators could be mapped onto 6 dimensions, which incorporated aspects of digitization: system use (human), user satisfaction (human), environment (organization), structure (organization), information and service quality (technology), and system quality (technology). The recommendations proposed can enhance the potential for future remote sensing solutions to be more successfully integrated in health care practice, resulting in more successful use of "virtual wards." ClinicalTrials.gov NCT05321004; https://www.clinicaltrials.gov/study/NCT05321004.

Factors Affecting Millennials and Gen Z Preferences in Using Cashless Payment Systems in DKI Jakarta

This research aims to determine the effect of perceived usefulness, perceived ease of use, perceived security, income, education level and generation on Millennials and Gen Z preferences in using cashless payment systems and to find out which factors have the most influence. This research is a quantitative research with analytical technique using linear multiple regression. The research uses primary data obtained through the distribution of questionnaires to a sample of 100 respondents. The sampling technique used is purposive sampling with the sample criteria being cashless payment users aged 15–40 years. The research shows that perceived usefulness, perceived ease of use, income, and generation have a positive and significant effect on Millennials and Gen Z preferences in using a cashless payment system. Whereas, perceived security and education level have no effect on Millennials and Gen Z preferences in using a cashless payment system. Perceived usefulness is the factor that most influences Millennials and Gen Z preferences in using a cashless payment system. To increase perceived usefulness and perceived ease of use, providers can improve the service quality of the cashless payment system so that users can access it more easily. To increase the perception of security, Bank Indonesia and the Financial Services Authority (Otoritas Jasa Keuangan) made stricter regulations related to the protection of users’ personal data. To increase the use of the cashless payment system, the providers carry out promotions more often to attract the public’s attention and also carry out socialization to increase public understanding of the cashless payment system. Keywords: preference, payment systems, cashless, millennials, gen Z

Evaluation of the Successful Implementation of Enterprise Resource Planning Based on SAP Using the DeLone & McLean Model

ERP system is an integrated system that is relied on by companies that aim to improve operational efficiency and optimize company resources. PT XYZ, which is currently engaged in IT, has implemented the use of the SAP ERP system. This study aims to evaluate the success of the ERP implementation at PT XYZ through testing the success of information systems using the DeLone & McLean model. The research method used is quantitative research method and data is collected through filling out questionnaires. This research data processing uses the SEM-PLS method through the SmartPLS application. In determining the sample, non-probability sampling techniques were used. There are 6 DeLone & McLean variables used, namely information quality, system quality, service quality, interest in use, user satisfaction, and net benefits. From the results of the analysis of 9 hypotheses, 5 hypotheses were accepted and 4 hypotheses were rejected. From the test results, the ERP implementation at PT XYZ is still not said to be a direct success with DeLone & McLean testing because there are variables that do not affect each other and are related to interest in using the system by users. Improvements in the system quality, service quality and information quality of the ERP system used will support the successful implementation of ERP technology in the company in the future.

Strategies for success: A theoretical model for implementing business intelligence systems to enhance organizational performance

The use of Business Intelligence Systems (BIS) has seen a significant rise worldwide in recent years, aiming to support organizations in navigating the competitive business environment. Despite this, many organizations struggle to fully benefit from BIS due to challenges in its implementation. A key reason identified for these challenges is the lack of effective measurement strategies. This paper seeks to provide a clear overview of business intelligence and the key factors that influence its successful implementation in organizations. Through a review of existing literature, the study identifies the most critical components necessary for the effective use of a business intelligence system. It proposes a theoretical model for evaluating BIS performance at the organizational level inspired by the Information System Performance Model. This model suggests that system quality, information quality, service quality, relationship quality, and process quality all play a vital role in enhancing perceived usefulness and user satisfaction, thereby leading to organizational benefits. By integrating insights from relevant literature, this paper offers a detailed understanding of how to assess the success of BIS within an organization. The findings highlight the positive impact of business intelligence systems on organizational performance and decision-making processes, aiding organizations in making informed decisions. This research is unique in that it presents a theoretical model for evaluating the success of BIS in organizations based on an extensive review of the literature. Additionally, it extends the application of the Information System Success Model to the domain of BIS for analyzing performance at the management level.

Perceived Ease of Use as a Moderator in the Relationship Between the Online Tax System and Tax Service Quality

Abstract Purpose - The success of the online tax system is based on the existence quality of tax services and ease of use of the application. The low tax ratio proves that tax compliance in Indonesia is still relatively low. To overcome these problems, this study aims to examine the effect between the quality of tax services and the use of the online tax system and examine the effect of moderation of perceived ease of use of the online tax system and tax service quality. Design/methodology/approach - This study used cross-sectional data and a quantitative approach. Sampling is carried out by disseminating questionnaires to taxpayers in Indonesia.Findings - The results showed that there was a positive relationship between the tax service quality and the online tax system. In addition, it was found that there was a significant moderating influence between perceived ease of use and the relationship between online tax systems and tax service quality.Research limitations/implications - The Directorate General of Taxes can make this research an assessment of Taxpayers on the online tax system services provided, so that it is expected to continue to develop the tax system to make it easier for the public to use. The government can provide socialization of the use of the online tax system to the public so that people in Indonesia can understand and use this digital-based tax system. Keywords: Online Tax System, Tax Service Quality, and Perceived Ease of Use

Measuring the Success of Village Information Systems using the DeLone and McLean Model

This study aims to measure the successful implementation of the Village Information System (SID) in Tabongo Village, Gorontalo Regency, using the DeLone and McLean model. This model measures the success of information systems based on six dimensions: system quality, information quality, service quality, usage, user satisfaction, and net benefits. Data were collected through a survey of 267 people (users) of SID in Tabongo Village. Data analysis was conducted using Partial Least Square Structural Equation Modeling (PLS-SEM) to test the relationship between the DeLone and McLean model variables. The results showed that system quality, information quality, and user satisfaction positively influence net benefits. Meanwhile, service quality and usage do not significantly affect net benefits. These findings suggest that efforts must be made to improve the quality of services and the use of SID to maximize the community's benefits. Socialization and training for SID users also need to be carried out to improve understanding and skills in using SID.

QoS prediction using EMD-BiLSTM for II-IoT-secure communication systems

Abstract To address the challenges of secure and reliable communication and system quality of service (QoS) prediction in intelligent production lines (IPL) in the Industrial Intelligent Internet of Things (II-IOT) environment, a redundant collaborative security model-based communication architecture is designed. First, the redundant collaborative security communication model is introduced to construct the network communication architecture of IPL, including the industrial-site mechanical floor, data awareness layer, and gateway and application layer. Then, to leverage the advantages of the empirical-mode decomposition (EMD) method and the bidirectional long short-term memory (BiLSTM) model in time-series data analysis and processing, an EMD-BiLSTM-based QoS prediction model is proposed that can synchronously achieve one-step and multi-step prediction of QoS attributes. The proposed model exhibits a prediction accuracy of up to 94.01% on the SourceForge dataset, with prediction, recall, and F1 values as high as 91.37, 90.60, and 90.99%, respectively. The proposed EMD-BiLSTM model can achieve better performance than the state-of-the-art QoS prediction models, indicating that the proposed model can be more effectively used to improve the reliable communication level of II-IoT.

Farmers’ adoption and effects of three aspects of agricultural information systems in emerging economies: microanalysis of household surveys

Agricultural information systems have the potential to provide various benefits to users, especially farmers. However, it remains uncertain whether the three dimensions of agricultural information systems—system quality, information quality, and service quality—can contribute to farmers’ perceived usefulness and perceived ease of use, thus influencing their intention to adopt these systems. We have developed a research framework that combines the Technology Acceptance Model and the Delone and McLean IS Success Model to elucidate the factors shaping farmers’ adoption of agricultural information systems in Vietnam. Field survey data were collected from a sample of 570 farmers in four midlands and mountainous provinces of northern Vietnam. Structural equation modelling was employed for the analysis. The results indicate that the three aspects of agricultural information systems directly enhance farmers’ adoption intentions, or they have a positive correlation with perceived usefulness and perceived ease of use, indirectly promoting such adoption intentions. The findings of this study underscore the importance for system developers and policymakers to prioritize the creation of reliable and user-friendly agricultural information systems that can address emerging issues during farmers’ use, thereby supporting their adoption.

Determinants of user acceptance of digital insurance platform service on InsurTech: an empirical study in South Korea

ABSTRACT In recent days, InsurTech services and users are growing rapidly worldwide. InsurTech, a combination of ‘insurance’ and ‘technology’, as an area of Fintech has become an essential innovation strategy of insurance companies. Even if InsurTech services and users are prevalent, there is a lack of empirical research on determinants of user acceptance of InsurTech. The objective of this study is to explore factors determining user acceptance of digital insurance platform services most popular within InsurTech in South Korea. The research model was derived from mainly three theories: the unified theory of acceptance and use of technology (UTAUT), information systems success model (ISSM) and innovation diffusion theory (IDT) with service characteristic factors (system quality, information quality, and service quality) and user characteristic factors (personal innovativeness, self-efficacy, and perceived risk). 249 survey responses from South Korea were analysed. According to the results, information quality exhibited an effect on performance expectancy and effort expectancy whereas service quality was shown to affect only effort expectancy. Furthermore, personal innovativeness affected performance expectancy, effort expectancy, and social influence, self-efficacy exhibited an effect on performance expectancy, and perceived risk affected performance expectancy and effort expectancy.

The use of positive deviance approach to improve health service delivery and quality of care: a scoping review

BackgroundQuality has been a persistent challenge in the healthcare system, particularly in resource-limited settings. As a result, the utilization of innovative approaches is required to help countries in their efforts to enhance the quality of healthcare. The positive deviance (PD) approach is an innovative approach that can be utilized to improve healthcare quality. The approach assumes that solutions to problems are already available within the community and identifying and sharing those solutions can help others to resolve existing issues. Therefore, this scoping review aimed to synthesize the evidence regarding the use of the PD approach in healthcare system service delivery and quality improvement programs.MethodsArticles were retrieved from six international databases. The last date for article search was June 02, 2023, and no date restriction was applied. All articles were assessed for inclusion through a title and/or abstract read. Then, articles that passed the title and abstract review were screened by reading their full texts. In case of duplication, only the full-text published articles were retained. A descriptive mapping and evidence synthesis was done to present data with the guide of the Preferred Reporting Items for Systematic Reviews and Meta-analysis extension for Scoping Reviews checklist and the results are presented in text, table, and figure formats.ResultsA total of 125 articles were included in this scoping review. More than half, 66 (52.8%), of the articles were from the United States, 11(8.8%) from multinational studies, 10 (8%) from Canada, 8 (6.4%) from the United Kingdom and the remaining, 30 (24%) are from other nations around the world. The scoping review indicates that several types of study designs can be applied in utilizing the PD approach for healthcare service and quality improvement programs. However, although validated performance measures are utilized to identify positive deviants (PDs) in many of the articles, some of the selection criteria utilized by authors lack clarity and are subject to potential bias. In addition, several limitations have been mentioned in the articles including issues in operationalizing PD, focus on leaders and senior managers and limited staff involvement, bias, lack of comparison, limited setting, and issues in generalizability/transferability of results from prospects perspective. Nevertheless, the limitations identified are potentially manageable and can be contextually resolved depending on the nature of the study. Furthermore, PD has been successfully employed in healthcare service and quality improvement programs including in increasing surgical care quality, hand hygiene practice, and reducing healthcare-associated infections.ConclusionThe scoping review findings have indicated that healthcare systems have been able to enhance quality, reduce errors, and improve patient outcomes by identifying lessons from those who exhibit exceptional practices and implementing successful strategies in their practice. All the outcomes of PD-based research, however, are dependent on the first step of identifying true PDs. Hence, it is critical that PDs are identified using objective and validated measures of performance as failure to identify true PDs can subsequently lead to failure in identifying best practices for learning and dissemination to other contextually similar settings.

Adoption of Human Resource Information Systems

This research investigated the critical factors influencing the successful adoption of E-HRM systems. Leveraging an updated DeLone and McLean IS Success Model, the impact of system quality, information quality, and service quality on system usage and user satisfaction were explored, ultimately linking these factors to E-HRM adoption success. A quantitative approach was employed, with data collected through a meticulously designed survey distributed to employees. Structural equation modeling (SEM) facilitated a rigorous analysis of the relationships between variables, while descriptive statistics painted a clear picture of the data landscape. SmartPLS 4.0 served as a robust tool for data analysis. The findings revealed a compelling narrative. Six of the nine hypotheses achieved significance, highlighting the direct and indirect influences of system quality, information quality, and service quality on system usage and user satisfaction. Notably, system usage emerged as a vital mediating variable, bridging the gap between system attributes and successful adoption. This underscores the pivotal role of encouraging user engagement and positive system experiences. Furthermore, the analysis unveiled a fascinating interconnectedness among all six variables. Each element, like a meticulously interwoven thread, contributes to the tapestry of successful E-HRM adoption. This interplay emphasizes the importance of a holistic approach, where no single factor reigns supreme but rather a harmonious synergy propels the system toward success. In conclusion, this study offers valuable insights for optimizing E-HRM implementation. High-quality systems with accurate and user-centric information, coupled with exceptional service, pave the way for a thriving E-HRM environment. By fostering user engagement and nurturing a holistic approach that recognizes the interconnectedness of key factors, organizations can unlock the true potential of their E-HRM systems, transforming them into catalysts for success.
 Keywords: E-HRM, system quality, system use, user and system satisfaction

Evaluation of service quality and quality of financial information service system on customer satisfaction

The objectives to be obtained from the results of this research are: 1) To measure and test the influence, both partially and simultaneously, of knowledge of Service Quality and FSA Financial Information Service System(FISS) Information Quality on Customer Satisfaction at the Solo FSA Office. 2) To find out the factors that have the most dominant influence on Customer Satisfaction at the FSA Solo Office. This research was conducted on approximately 100 FSA Solo Office customers in January. Then 50% or 50 customers were taken to be used as samples. The research results found that both partially and simultaneously there was an influence of Service Quality and FSA FISS Information Quality on Customer Satisfaction at the Solo FSA Office. From the two independent variables, it is known that Service Quality has the most dominant influence on Customer Satisfaction at the FSA Solo Office. The overall research concludes that there is a joint positive and significant influence between Service Quality and FSA FISS Information Quality on Customer Satisfaction at the FSA Solo Office.

Energy efficiency in 5G systems: A systematic literature review

To ensure Energy Efficiency (EE) and better Quality of service (QoS), it is necessary to analyze the energy saving possibilities for low resource utilization in the current networks caused by rigorous QoS requirements and implementing EE approach in the planned model for performance improvement. Distributed Denial of Service (DDoS) attacks aim to exhaust the network’s processing and communication capacity by saturating it with packets and generating malicious traffic. There are numerous advantages that make Digital Twin (DT) and Intrusion Detection technique (ID) an effective remedy for a range of (fifth generation) 5G problems. A DDoS attack must be immediately detected and stopped before a legitimate user can access the target of the attacker for the 5G network to provide an efficient energy service. Although they clearly show promise in assisting with the creation and implementation of the challenging 5G environment, Digital Twins is still a relatively new technology for 5G networks but will increase EE. In this research, a thorough examination of the materials was carried out to identify the most cutting-edge DT and ID methods. The purpose of this study was to comprehend the problems with Energy Efficiency, the need for DT, and the methods for dealing with large-scale attack by DDoS on Energy Efficient networks. Only 94 of the 1555 articles produced by the procedure were determined to be relevant using inclusion and exclusion criteria. The outcome demonstrates that in 5G networks, DT, and its fundamental approaches, like QoS and DDoS attack mitigation, can be used to regulate the network’s Energy Efficiency. Numerous practical applications focusing on 5G Systems use their own principles. The effectiveness of these strategies was evaluated using several assessment criteria, including DT, Intrusion Detection, QoS, Energy Efficiency, and 5G Systems. Each study issue is thoroughly explained, along with typical methods, advantages, disadvantages, and performance metrics. Energy economy, network reliability, privacy, and cost reduction are all considerably increased by the implementation of intrusion detection technology in 5G systems. The decision is supported by the technology’s demonstrated efficacy, scalability, real-time detection capacities, low error level, and personalized learning attributes, all of which contribute to the long-term viability of 5G networks as an entire system.

Relay selection in Underwater Acoustic Sensor Networks for QoS-based cooperative communication using game theory

Underwater Acoustic Sensor Networks (UASN) plays a crucial role in monitoring and transmitting environmental information for marine resource exploration. However, underwater communication faces significant challenges such as signal attenuation, noise interference, and unstable underwater environments. Moreover, with the deployment of a large number of nodes, inefficient resource allocation strategies in cooperative communication lead to strained communication resources as well as increased energy consumption. This paper introduces a novel relay selection approach based on game theory that takes into account both competition and cooperation among nodes. By building a potential game model and a utility function, we derive the optimal relay selection strategy that can enhance system Quality of Service (QoS). We also define conditions for the feasibility of pure strategy Nash Equilibria (NE) and develop a low-complexity QoS-based Relay Selection Iterative Algorithm (QoS-RSIA) to procure feasible pure strategy NE for the designed game. Through comparative analysis with other relay selection algorithms, simulation results show that the proposed method not only enhances system throughput and average spectral efficiency by at least 8.3%, but also significantly reduces time complexity compared to exhaustive search algorithms.

THE INFLUENCE OF SYSTEM QUALITY, INFORMATION QUALITY, SERVICE QUALITY AND COMPUTER ANXIETY ON USER SATISFACTION IN THE DANA APPLICATION

This research aims to determine the influence of system quality, information quality, services quality and computer anxiety on user satisfaction of dana application. Sampling in this research used to Accidental Sampling technique with a sample size of 100 respondents who used the dana application. The analytical method used is Structural Equation Modeling (SEM) with a Partial; Least Square (PLS) approach. The research results show that system quality and service quality have a positive effect on dana application user satisfaction. Meanwhile, information quality and computer anxiety have no effect on user satisfaction with dana application.

Analisis Sistem Informasi Pelayanan Publik pada Sistem Komputerisasi Tenaga Kerja Luar Negeri (SISKOTKLN) di Kabupaten Kepahiang

One of the embodiment of e-government spirit is an SISKOTKLN. Kepahiang is one of the districts in Bengkulu who already used Public Service Information System in SISKOTKLN program. This study aims to analyze Public Service Information System in SISKOTKLN programs in Kepahiang District. The method of this research is descriptive qualitative. Data collection techniques by direct observation, in-depths interviews, and documentation. The results of this study indicate that from the System Quality, Service Quality, User Satisfaction and Net Benefit user used in this study indicates that SISKOTKLN has run well and has achieved its goal that is to make administrative services of the TKI placement properly, quickly, easily and efficiently. The application of SISKOTKLN also has a positive impact on the service and performance of the organization. But for indicator of Information Quality is found that SISKOTKLN is not socialized directly to the community.