System Service Quality Research Articles

Staff Affection, the Key Factor in the Loyalty of University Students using Virtual Library Services that are Accessible by a Physical Access Space, in Developing Countries

Virtual libraries are essential in strengthening research and education, especially in universities in the Dominican Republic. Despite facing various challenges, they offer services in physical spaces. This study examines the relevance of system quality, service quality, information quality, and staff interaction on student satisfaction and loyalty toward these physical virtual libraries. A survey of 531 students was analyzed using SPSS and PLS-SEM. Findings show that staff interaction positively affects user loyalty, though not satisfaction. Additionally, system quality, information quality, and service quality continue to positively influence user satisfaction, which, in turn, affects user loyalty. This research deepens our understanding of staff's influence on user loyalty in developing countries' virtual libraries.

CIRMQUAL: a conceptual framework of healthcare service quality

PurposeThe scope of this study is to explore and summarize the pool of dimensions, models and measurement techniques of service quality used in healthcare services and to propose a comprehensive conceptual model for practitioners and researchers.Design/methodology/approachThis research employs a comprehensive review of available literature by using multiple keywords on different electronic repositories using the recommendations of the PRISMA approach for the selection of articles. A critical analysis of available studies helped in compiling a list of core service quality dimensions in healthcare services.FindingsThis paper presents a comprehensive account of different dimensions and their measurement items used by various researchers to assess service quality in healthcare systems. Most of the researchers have used SERVQUAL model either in its original or modified form while the others have proposed and used totally different dimensions to assess the service quality in healthcare. Many dimensions are just an existing dimension of SERVQUAL that has undergone a name change while others are completely new. The dimensions used by many researchers have items drawn from more than one dimension of SERVQUAL model. The availability of so many dimensions and models adds to the confusion that researchers and practicing managers experience when determining the appropriate model to be used in their work. To mitigate this confusion, there is a need to develop a comprehensive model; the current work is an attempt to meet this need. Through our analysis, we identify four major service quality dimensions: clinical quality, infrastructural quality, relationship and managerial quality and propose a model named CIRMQUAL.Originality/valueAfter exploring all available models in the domain of healthcare, this research presents the best possible areas to enhance the quality of healthcare services. It also enhances the research insights for academicians and working professionals by developing and proposing a comprehensive model for measuring healthcare service quality. The proposed model covers almost all of the service quality dimensions used by other researchers and will make the choice of dimensions/model easy for the future researchers/practitioners interested in measuring and improving the quality of services offered by their healthcare units. Such a comprehensive model has not been developed by any researcher thus far.

Analisis Kualitas Layanan Data Pokok Pendidik (Dapodik) Pada Smk Negeri 1 Palembang Menggunakan Metode Webqual 4.0

The object of this research is the educator basic data information system (DAPODIK at SMK Negeri 1 Palembang. this research aims to test the quality of information system services. the sample used in this research was school teachers as system users. the sampling technique uses non-probability sampling. the number of samples in this study was 70 respondents. this research uses a qualitative approach. the data analysis technique used for hypothesis testing is path analysis. The method used in this research is Webqual 4.0, which uses 4 indicators: usability, information quality, service interaction quality, and user satisfaction. based on Webqual 4.0 variables. the results of the analysis show that the usability quality score is 2,800 with a percentage level of 84.25%, supported by regression, which proves usability quality has a significant positive effect on user satisfaction. the information quality score result is 2,450 with a percentage level of 84.45%, supported by regression, which proves that information quality has a significant positive effect on user satisfaction, while the service quality score result is 2,100 with a percentage level of 81.33%, supported by regression which proves service quality has a positive effect significant to user satisfaction.

Online learning success model for adults in open and distance education in Western China.

This study investigates the factors influencing online learning (OL) success among non-full-time adult students in open and distance education in Western China. To utilize a structural equation model with seven construction elements that combine the information system success (ISS) model and TPACK theory. Data from 245 participants were analyzed using PLS-SEM. Results reveal that system quality, service quality, and teachers' TPACK ability have varying degrees of positive impact on OL success. The main contribution of this study is its innovative combination of TPACK theory and the ISS Model, which has not been extensively explored in previous research. Additionally, this study emphasizes the significance of addressing the distinctive requisites and attributes of part-time adult learners engaged in online learning (OL). The findings of this study can help educational practitioners and policymakers create more effective and efficient OL environments that meet the needs of adult learners and bridge the gap between theory and practice.

Digital accounting system and its effect on corporate governance: An empirical investigation

AbstractThis empirical investigation explores the impact of the digital accounting system (DAS) on corporate governance (CG). The rapid advancement of technology has revolutionized various aspects of business operations, including accounting processes. The transition from traditional manual accounting systems to digital platforms has been accompanied by significant changes in corporate governance practices. This study aims to investigate the influence of DAS effectiveness (bookkeeping system, DAS security, IFRS adoption, and budgeting system) and the success of DAS (system quality, information quality, and service quality) on CG. The study determined the relationship by conducting a questionnaire survey of 264 senior managers, accountants, and department heads of pharmaceutical companies in Yemen. Partial Least Squares (PLS) was used for data analysis. The results supported all assumed relationships except the relationship between the budgeting system and CG. Specifically, unlike all supposed relationships, the budgeting system had no significant impact on CG. Despite the fact that prior studies have investigated these issues from different aspects in developed countries, the evidence in less developed countries is still unknown. Further, revisiting DAS and CG aspects with different new insights and measures, particularly bookkeeping system, DAS security, IFRS adoption, budgeting system, system quality, information quality, and service quality, has not been the subject of prior studies. As a result, the present study bridges a serious gap in the existing stock of knowledge in DAS and CG studies. Moreover, this piece of research has useful implications for managers, investors, practitioners, academicians, and decision‐makers.

Improved Digital Security Applications for Smart Card

With the rapid expansion of wireless networks and mobile computing applications, the quality of service (QoS) of mobile ad hoc networks (MANETs) has garnered growing attention. Ensuring QoS in a MANET system requires careful consideration of security issues. Attacks on a QoS distortion system without the protection of a security mechanism might result in subpar QoS performance, interference with resource use, or even failure of QoS provisioning. Traditional security measures cannot be applied because to the characteristics of MANET, which include limited processing and communication power and diversity of static topology. As a result, new security technologies are unavoidable. Nevertheless, not much research has been done on this subject. QoS and MANET system security are covered in this article. Consequently, the goal of this research is to create techniques for routinely evaluating security design reviews in order to make sure that all vulnerabilities, including security vulnerabilities, have been found, fixed, and their cause explained. Determine the system's fundamental security and protection needs by analyzing and determining its requirements. We create a network model using GloMoSim, specify node locations, communication features, and technology, and see if there are any vulnerabilities that could pose a security risk.

A research study on methods for improving the service quality of a network system based on time information

The network delay is one of the important criteria for selecting computing and networking capabilities. Network delay is one of the important bases of computing network selection. With the continuous development and integration of digital technology, communication technology, and control theory, the research on control theory for networked systems has rapidly advanced. This study proposes an event-triggered mixed time-delay neural network (NN) synchronization method, aiming to reduce network transmission delays through the optimization of NNs, thereby enhancing service responsiveness or reducing errors in data transmission. Firstly, a discrete-driven NN model subject to mixed time delays is established, and the corresponding response network is constructed. In the design of the synchronization controller, a quadratic function is constructed based on the measurement of error states, serving as a threshold for designing the event-trigger mechanism. For the synchronization error system, by constructing a Lyapunov–Krasovskii functional dependent on time delays and a general µ-function, analytical techniques and matrix theory are applied to obtain sufficient criteria for the µ-stability. The validity of the theoretical findings is proven through numerical examples.

ANALYSIS OF IMIS'S SUCCESS ON TEACHER PERFORMANCE AND ORGANIZATIONAL PERFORMANCE IN VOCATIONAL SCHOOLS

This paper aims to analyze the factors that influence individual and organizational performance regarding the use of an Internship Management Information System (IMIS), which is named the SIM-PKL application for the internship program at SMK Negeri 11 Malang, with a framework in the DeLone and McLean Information Systems Success Model (ISSM). A quantitative method was employed, gathering data from SIM-PKL users. The sample comprised 55 respondents: 9 coordinators, 30 vocational teachers, and 16 general subject teachers. The analysis identifies key success factors, including system quality, information quality, service quality, intention to use, satisfaction, individual performance, and organizational performance. The findings align with the Delone & McLean framework, which evaluates information system success. Further analysis revealed a significant direct influence of system quality, information quality, and service quality on usage intentions and user satisfaction, while the net benefits (individual and organizational performance) were not statistically significant. Intention to use and user satisfaction are able to significantly mediate the influence of system quality, information quality, and service quality on net benefits. Intention to use and user satisfaction are important to increase system usage, enhance productivity, and positively affect performance. This study contributes to understanding SIM-PKL to guide schools in enhancing their management information systems.

Fair resource allocation and SBS selection for MC-NOMA-based HetNets supporting D2D communications

This paper studies the application of downlink multi-carrier non-orthogonal multiple access (MC-NOMA) and device-to-device (D2D) in heterogeneous networks (HetNets). In the considered model, the small base stations (SBSs) can reuse the sub-channels (SCs) of the macro base stations (MBS). The paper aims to maximize the system sum-rate while managing co-tier and co-channel interference by optimizing joint SBS selection, fair SC allocation, and power allocation, under the constraints of guaranteeing a certain amount of resources to all cellular users (CUs)and D2D pairs and satisfying CUs’ minimum signal-to-interference-plus-noise ratio (SINR) requirements. However, obtaining an efficient exact solution is challenging due to the non-convexity of the mixed integer optimization problem. To deal with this issue, the problem is decoupled into two sub-problems: 1- SBS selection and fair SC allocation problem and 2- power allocation problem. Then, a four-sided many-to-one matching method is proposed to solve the SBS selection and fair SC allocation problem jointly. The performance of the SC fair allocation algorithm is investigated in terms of the system quality of services (QoS) using a proposed mathematical expression. Furthermore, a novel dynamic search operator is introduced to enhance the performance of the matching-based algorithm. Next, the non-convex power allocation problem is transformed into a deep reinforcement learning (DRL) based framework, and the deep deterministic policy gradient (DDPG) approach is employed to solve the problem. Moreover, a joint SBS selection, SC allocation, and power allocation iterative algorithm is proposed to improve the system sum-rate. Simulation results validate our analysis and indicate the superiority of the proposed algorithms in terms of the system sum-rate compared to the benchmark algorithms.

Hubungan Kualitas Sistem, Informasi, Dan Layanan Terhadap Kepuasan Pengguna Sistem Manajemen Informasi Rumah Sakit Di RSUD Kembangan Jakarta

One of the regional hospitals in Kembangan type D, West Jakarta, is District General Hospital Kembangan. The information management hospital (HMIS) is now used by the District General Hospital Kembangan to provide services.A number of issues exist, such as the fact that the Simrs server is still frequently prone to errors and slow service processes and reporting; data loss occurs when user data is transferred to another unit; insufficient computer resources; and a shortage of human resources to utilize the HMIS's features due to the hospital's lack of knowledge about how to run an effective HMIS. Analyzing system quality, information quality, and service quality in relation to customer happiness is the goal of this study.There are three independent variables and one dependent variable in this categorical study design.According to the findings, there is a correlation between user happiness and the quality system of (p = 0.031).Quality information and user happiness are related, as indicated by the statistic (p = 0,240).User happiness and quality of service are related, as indicated by the statistic (p = 0,021).The study's findings indicate that there is a correlation between customer satisfaction surveys and the quality of the system, information, and services.

Thematic Analysis of User Experience of Contact Tracing Applications for COVID-19 Using Twitter Data

This paper aims to explore Kuwaiti users' perspectives and experiences with Shlonik, the mandatory contact tracing application that was used during the COVID-19 pandemic. A sample of 2,450 tweets about users' experiences was collected and thematically analyzed. The analysis used DeLone and McLean's information system success model to explore aspects of the degree to which this app can be judged a “success,” using parameters of system quality and service quality. A novel finding identified by this qualitative study was the significance of themes identified in the analysis such as social privacy (timing, privacy, and female privacy, which are related to the cultural and religious norms of Kuwait) and technical privacy (related to data protection). The research identified significant conflict with cultural and social norms in users' experience of the Shlonik app – factors not normally identified or discussed in existing literature. This research supports a need for improved strategies and designs in future m-government applications in developing countries.

Analisa Sistem E-Learning di SMK Menggunakan Metode DeLone and McLean dan UTAUT

Researchers conducted an analysis of the E-Learning system at SMK Muhammadiyah Cimanggu using the Delone & McLean and Utaut methods. In measuring the service quality of the E-Learning system using the Delone & McLean and Utaut method, it has three independent variables including, Performance expectancy (PE), information quality (IQ) and service Quality(SVQ), with the dependent variable being user satisfaction. The analysis technique used is multiple regression with calculation tools using SPSS software. Based on the analysis that has been carried out, there is a positive and significant influence between Performance Expectancy (X1) and Behavioral Intention (X), accepted. The results of the analysis show that there is a significant positive relationship between Performance Expectancy (X1) and Behavioral Intention (X), with a path coefficient of 0.339, t-statistic of 2.264, and p-value of 0.024 and information quality has a significant effect on user satisfaction and satisfaction. user is directly proportional to customer loyalty, while the service quality variable does not have a significant influence on user satisfaction. However, simultaneously, all independent variables have a significant effect on the dependent variable. It is hoped that the website will continue to have good quality.

Examining Blended Learning Adoption Towards Improving Learning Performance in Institutions of Higher Education

Institutions of higher education are implementing Blended Learning (BL) approaches to supplement traditional courses in enhancing students’ learning experiences. However, only fewer studies have examined BL acceptance based on the determinants that influence students’ perception towards BL integration in improving learning performance. Accordingly, this study employs the theory of Technology Acceptance Model (TAM) and Information System (IS) success model to develop a model to examine the determinants that influence students’ perception towards BL integration and acceptance as a mode of study to improve learning performance. Survey questionnaire was designed, and data was gathered from 1169 students to empirically validate the designed model. Accordingly, Partial Least Square-Structural Equation Modeling (PLS-SEM) was applied to analyze the survey data. The results suggest that system quality, information quality, and service quality significantly impact students’ acceptance of BL. Moreover, results reveal that perceived usefulness of BL, perceived ease of use of BL, attitude towards using BL, intention to use BL, and actual use of BL were proven to be key determinants that should be considered in improving students’ acceptance of BL. Additionally, results indicate that students’ acceptance of BL significantly influences learning performance. Implications from this study provide insights on how institutions can improve students’ integration of BL initiatives in both physical and digital learning environments.

Predicting Switching intention Among Generation Z (Study on Shopee App)

Studies that focus on the interaction of variables related to system quality, information quality, and service quality, as well as their effect on user satisfaction and subsequent intentions to switch to alternative e-commerce platforms can provide a better understanding of Generation Z's Customer behavior in using e-commerce applications. The approach used in this study is a quantitative approach. This study is to test the variables that affect switching intention with analysis tools using PLS software. This pathway analysis technique will be used in testing the magnitude of the contribution indicated by the path coefficients on each path diagram of causal relationships between IQ, SQ, SyQ, SI variables, on ST. The population is 188,951 people with sample of this study was Gen Z totaling 125 respondents. The results showed that Information Quality does not affect Customer satisfaction and the switching intention at shopee, but system quality affect the satisfaction and switching intention. The service quality has no effect on switching intention but affects customer satisfaction. Customer satisfaction affects the desire to change applications. Customer satisfaction mediates the relationship between service quality, system quality and the switching intention from shopee. However, it does not mediate the relationship between Information Quality and the switching intention Keywords: Service Quality, Information Quality, System Quality, Switching Intention, Customer Satisfaction

Stroke Care in South Asia - Identifying Gaps for Future Action.

Stroke causes around 730,000 deaths in South Asia, nearly half of stroke-related deaths in developing countries. This highlights the need to address health system responses, considering poverty, service quality, and availability. The article identifies four key challenges in stroke management and rehabilitation in South Asia, emphasizing long-term monitoring, risk factor control, and community surveillance, drawing on experiences from Nepal.

Customer Trust and Satisfaction: Insights from Mobile Banking Sector in Bangladesh

The major objective of this study was to assess the level of customer satisfaction, with a specific focus on mediating role of trust on customer satisfaction. The study obtained its findings through the application of a structured equation model (SEM) using Amos version 24, based on the responses provided by a sample of 384 users of mobile banking. The research conducted revealed that there is a notable and affirmative correlation between System Quality, Information Quality, and Service Quality, and the level of trust. Trust is a mediating factor that exerts positive and significant effects on customer satisfaction. The independent variable exerts an indirect influence on customer satisfaction by means of trust. Mobile banking system has the potential to significantly contribute to the provision of financial services to individuals who lack access to traditional banking or have limited access, hence promoting financial inclusion and mitigating economic inequalities. Further research could be conducted in the same field by incorporating various mediating variables such as age, gender, occupation, and educational qualification, among others.

Kepuasan Pengguna Sistem Informasi Rekam Medis Elektronik RSUD Tugurejo

Evaluation of user satisfaction of Electronic Medical Record (EMR) system users can be considered by hospitals in developing EMR systems. Tugurejo Hospital has implemented EMR both outpatient and inpatient. Quantitative research is conducted to determine user satisfaction. The respondents were 67 users of EMR from doctors and nurses. EMR user satisfaction according to Delone and McLean's IT/IS Success Model theory was analyzed using SMART-PLS to determine how strong the influence of system quality, information quality and service quality on EMR user satisfaction. The results showed that user satisfaction was influenced by system quality (T-stat = 2.96), information quality (T-stat = 1.66), service quality (T-stat = 1.84). There is a mutual influence between system quality, information quality and service quality on user satisfaction with strong categories (R-square = 0.748).

The Impact of User Satisfaction in the Use of E-Learning Systems in Higher Education: A CB-SEM Approach

The primary objective of this research is to thoroughly investigate the intricate dynamics and collective influence of essential elements within the e-learning domain. Examining the interdependencies and combined effects of technology system quality, information quality, and support services on user satisfaction. This study investigates the key factors affecting user satisfaction in e-learning at Universitas Negeri Makassar, focusing on the roles of Information Quality, System Quality, and Service Quality. Survey data from 231 diverse students were analyzed using a Likert scale questionnaire, with Structural Equation Modeling via IBM AMOS. The findings aim to reveal how these quality dimensions impact user satisfaction, potentially guiding enhancements in e-learning system design. A comprehensive study examining e-learning systems conclusively found that System Quality, Information Quality, and Service Quality are pivotal factors influencing user satisfaction. Improving system functionality, ensuring the accuracy and relevance of information, and delivering high-quality service were all significantly correlated with higher satisfaction levels among users. This underscores the critical need for educational institutions to prioritize these aspects to enhance the e-learning experience. The research presents strong evidence that educational institutions can significantly boost user satisfaction by focusing on the quality of the system, information, and services provided in e-learning platforms. These findings provide actionable insights for decision-makers in the education sector, suggesting that investments in these areas will likely yield positive outcomes in user engagement and satisfaction with e-learning systems.

Analisis Pengelolaan Angkutan Penyeberangan Terhadap Kelancaran dan Keamanan Arus Penumpang dan Barang: Studi Riset pada Sistem Aplikasi Ferizy Pelabuhan Penyeberangan Merak dan Bakauheni

The main problem in service at the Merak Bakauheni Port is the lack of attention to governance, especially in the application of the ferizy application system to the smoothness and safe flow of passengers and goods. Therefore, this research aims to investigate the impact of implementation of the Ferizy application system in ticket purchases on the smoothness and safe of passengers flow and goods at the Merak-Bakauheni Ferry Port. We use quantitative methods by involving using questionnaires that have been filled by 69 respondents. Furthermore, we use the Method of Succesive Interval (MSI) to convert ordinal scale data into intervals in the utilized questionnaire and conduct inferential testing (multivariate analysis MANOVA) to answer the research hypothesis. The research results indicate that the implementation of the Ferizy application (system quality, information quality, service quality, and user satisfaction) made a significant difference to the smoothness and safe of passengers flow and goods simultaneously and partially. The findings of this study specifically discuss the difference in data results on the ferizy application and the manifest of the Sailing Approval Letter (SPB), from the Merak-Bakauheni port and the Bakauheni-Merak port.

Integration is Success Model as an Evaluation Factor of Local Government Information Systems in Indonesia

The increasing development of information and communication technology has impacted changes in all fields including the government sector, marked by the implementation of new policies, namely Minister of Home Affairs Regulation Number 70 of 2019 concerning Regional Government Information Systems (SIPD). This research evaluates the success of implementing the Regional Government Information System (SIPD) application in the Metro City Regional Government through the IS Success Model. The Grand Theory used in this research is the Information Success Model. The variables in this research use the constructs of the IS Success Model, including information quality, system quality, service quality, and user satisfaction. The sampling technique in this research used Nonprobability Sampling which used Purposive Sampling with several respondent criteria so that a sample of 93 respondents was obtained. Data analysis in this study used SPSS version 26 with multiple line ar regression analysis testing. The research results show that system quality and service quality have a positive effect on SIPD user satisfaction, while information quality does not affect SIPD user satisfaction.