Wixom and Todd (2005) integrated the user satisfaction and the technology acceptance literatures to theorize about and account for the influence of the information technology artifact on usage. Based on Wixom and Todd's integrated model of technology usage, we propose the 3Q model by investigating the role of service quality (SQ), in addition to system quality (SysQ) and information quality (IQ), in website adoption. Attention to SQ is critical, as consumer websites have increasingly become the target of SQ assessment made by consumers, not just traditional SysQ and IQ evaluations. As part of our study, we further theorize and empirically test the relationships among these three types of quality constructs and hypothesize that perceived SysQ influences perceived IQ and perceived SQ, and perceived IQ influences perceived SQ. Our study extends the Wixom and Todd model in the e-service context and is the first of its kind to empirically examine the combined impact of perceived SQ, perceived SysQ, and perceived IQ on usage intention. Our study advances the theoretical understanding of SQ and the relationships among perceptions of SysQ, IQ, and SQ in the e-service context. The results also inform practitioners that high IQ and SysQ can directly or indirectly improve SQ in the e-service context.

Integrating service quality with system and information quality: an empirical test in the e-service context

Assessing ERP post-implementation success at the individual level

Customer loyalty is a key d river o f financial p erformance f or o nline firms. The e ffect o f service q uality o n customer loyalty h as b een well es tablished. Y et, there is a p aucity o f r esearch that has s tudied the c ost o f obtaining s ervice quality d uring t he s ervice process a nd t he s ervice outcome i nfluenced by s uch cost. We extend p revious re search a nd p ropose t he 3S Customer Loyalty M odel b y integrating s acrifice and s ervice outcome a s a dditional i mportant service d imensions t ogether with service q uality when p redicting o nline customer loyalty, and examining how their influences on loyalty vary across customers with different degrees of product k nowledge. Further, we t heorize t hat service quality a nd sacrifice -- as service p rocess d imensions influence s ervice o utcome, and w e theorize h ow “ live help” technology improves customer p erceptions o f service q uality and s acrifice. T he e mpirical r esults indicate that 1 ) c ustomer loyalty i ncreases w ith h igher perceived service quality, lower perceived sacrifice, and better perceived service outcome, 2) service quality and s acrifice i nfluence s ervice o utcome, 3 ) c ustomer p roduct k nowledge n egatively moderates the relationship b etween s ervice q uality a nd o nline c ustomer l oyalty and p ositively moderates t he relationship between s acrifice a nd customer loyalty, and 4 ) live h elp technology en hances service q uality a nd r educes sacrifice. These findings support the theoretical importance of including sacrifice and service outcome (parallel with s ervice quality) as a ntecedents of online customer loyalty. O ur s tudy a lso a dvances t he t heoretical understanding o f what service p rocess c onsists of and how t he s ervice p rocess (i.e. s ervice q uality and sacrifice) influences service outcome.

/pdf/the-effects-of-service-and-consumer-product-knowledge-on-e4q3u20i7c.pdf

The Effects of Service and Consumer Product Knowledge on Online Customer Loyalty

Mobile banking has been considered to be one of the most value-added and important mobile services currently available. Considering the fact that the penetration of this technology is undefined well, particularly in developing country, this study clarified the role of trust as a mediating variable in mobile banking environment. An empirical study was undertaken in Indonesia and the data of 100 respondents were collected. The empirical results provided strong evidence for the explanatory power of our research model. Firstly, we found that the trust mediated the effects of information quality to perceived usefulness and end-user satisfaction. Second, the both relationships of system quality and perceived usefulness and system quality and end-user satisfaction were partially mediated by trust. Third, trust also showed a direct effect on both end-user satisfaction and perceived usefulness. Lastly, the result provided support of the positive relationship between perceived usefulness and end-user satisfaction. Implication for both practice and further research were also discussed.

/pdf/toward-an-understanding-of-the-mediating-role-of-trust-in-3z9e1cqe28.pdf

Toward an Understanding of the Mediating Role of "Trust" in Mobile Banking Service: An Empirical Test of Indonesia Case

The goal of this study is to explain how and why people alter their cognition and attitude toward e-service quality, satisfaction and loyalty, depending on their perspective. We surveyed bank employees from two perspectives: first as employees and internal users for an internal perspective and then as external customers for an external perspective. The results of the empirical analysis indicated a change in e-service quality factor significance and impact and relationships among e-service quality, satisfaction and loyalty. Context- and service-type dependency is empirically confirmed. The moderator variable is type of service. The findings are explained. Theoretical and practical implications are discussed through the lens of theory of reasoned action, the technology acceptance model and expectancy-disconfirmation theory.

Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty

IS quality aspects have been important in IS research and practice. In DeLone and McLean’s 2003 IS Success Model (ISM), the quality of information, system, and service are treated as independent determinants of user IS satisfaction and behavioral intention. Although numerous quality measures have been developed, most lack theoretical grounding and systematic content validation. Increasing use of IT in services adds complexities for defining appropriate content domains for the traditional IS quality constructs. This paper starts with a literature review of IS quality constructs. Then, it applies a marketing exchange theory perspective to identify potential variants of IS quality nomologies for different service contexts. A theoretical modification of ISM is proposed. Finally, as a part of the research-in-progress, an empirical validation of the content of IS quality measures is provided. This study aims to establish a solid theoretical and empirical foundation for coherent development and application of IS quality measures.

https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1116&context=icis2008

Quality of IS in Services: Theory and Validation of Constructs for Service, Information, and System

Handle everyday research tasks with reliable, citation-backed results

Your personal Research Agent to handle research tasks with citation-backed results

Popular Tasks used by Researchers

How can I help with your research?

Meet SciSpace

Get more enhanced response by uploading the PDFs you want me to reference.

No relevant PDFs in your library

SciSpace is the AI research assistant for academics. Run systematic literature reviews on 280M+ papers, and write papers with cited sources. Trusted by 1M+ students, PhDs & researchers.

SciSpace | AI for Research

Analyze PDFs

Code & Manuscripts

Funding & Grants

Literature & Patents

Medical & Clinical Data

Systematic Review

Visualize & Present

Web & Data

Build a Google Scholar-like website for your research.

Build a website

Create charts and images for your research

Create a Chart

Write a paper for submission to a journal

Draft a manuscript

Patent Search

Design eye-catching scientific posters in minutes.

Scientific Poster Generation

Systematic Literature Review

One task is running at the moment. Your messages will be shown right after.

Drag and drop or click here to browse

Loved by <highlight>1 million+</highlight> researchers

Extract a list of specific topics and their sources from unstructured text

Topics

Compare and analyze relevant papers that matches with your search

Papers

Get insights from PDFs and bookmarked papers from your library

My library

Recent searches

Try searching for:

Catch AI-generated content in scholarly and non-scholarly content

{ai} Detector

Ai Writer

Get PDF Summaries, highlighted text explanations 

Chat with PDF

Effortlessly create in-text citations and bibliographies in APA and 2,500 other formats

Citation generator

Get explanations, summaries, and answers on academic papers

Ease up your research workflow with {scispace}'s cohort of exciting AI tools

Elevate your academic writing skills and convey your ideas the way you want

Paraphraser

Explore our range of reading and writing tools

Your file is being prepared and should be ready in a few minutes. If it's a large file, it might take a bit longer. You can close this window, and we'll email you the file when it's done.

You have reached a maximum limit of <strong>{limit}</strong> columns in the table. Remove at least <strong>1</strong> column to add or create another one.

Yi Ding

Author Tools

Chat about Author

Papers

Quality of IS in Services: Theory and Validation of Constructs for Service, Information, and System