Measurement and validation of online financial service quality (OFSQ)

2015 ◽  
Vol 33 (7) ◽  
pp. 1004-1026 ◽  
Author(s):  
Sanjit Kumar Roy ◽  
M S Balaji
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Financial Service ◽  
Validity And Reliability ◽  
Quality Model ◽  
Is Success ◽  
Content Type ◽  
Perceived Service Quality ◽  
Is Success Model ◽  
Success Model

Purpose – The role of service quality in fostering the growth of online financial services has received much attention in the academic and practitioner communities. In this context the purpose of this paper is to explore the underlying dimensions of perceived service quality in the online financial services context and develop a scale for measuring online financial service quality (i.e. OFSQ). Design/methodology/approach – The present study anchors in Grönroos’s (1984) service quality model and DeLone and McLean’s (2003) information systems (IS) success model in developing a multidimensional multi-item scale for measuring OFSQ. Accepted scale development method was employed to identify the OFSQ dimensions. Exploratory and confirmatory factor analysis was employed to analyze the data. Findings – OFSQ consists of five dimensions which are convenience quality, functionality, interaction quality, information quality, and image quality. The OFSQ scale exhibits adequate degree of validity and reliability. Practical implications – OFSQ instrument developed in this study enable service managers to accurately measure service quality and benchmark it to competitors that could help the service provider to improve their service performance level. These findings will provide the managers with a bird’s eye view of the levers for improving and managing the perceived quality of the online financial services in customer’s minds. Originality/value – The contribution of this study lies in the identification of perceived service quality dimensions in the online financial services context by integrating two theoretical models, i.e. Grönroos’s (1984) service quality model and DeLone and McLean’s (2003) IS success model.

Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chih-Hsuan Huang ◽  
Yuan-Chen Lin
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Structural Equation ◽  
Well Being ◽  
Equation Model ◽  
Financial Service ◽  
Content Type ◽  
Perceived Service Quality ◽  
Negative Affects ◽  
Service Paradigm

PurposeHinged on the transformative service paradigm, this study investigates the relationships among employee acting, customer-perceived service quality, customer emotional well-being, and their value co-creation. Feelings of gratitude among customers may moderate the effect of perceived service quality on their emotional well-being (i.e., positive and negative affects).Design/methodology/approachA pair study using a structural equation model was conducted to gather data from a financial service organization in a rural area.FindingsThe results show how customers perceive service quality positively impacts their emotional well-being immediately after receiving a financial service, which in turn affects their value co-creation. Hence, feelings of gratitude moderate the effect of perceived service quality on customer positive affect.Originality/valueThis study responds to calls for more studies on how service interactions influence customer well-being in the financial services context. This study is among the few that examine moderation effects of customer feelings of gratitude on their emotional well-being to explain why a positive emotion might sway their short-term well-being.

A hybrid model for exploring the antecedents of cloud ERP continuance

2019 ◽  
Vol 15 (2) ◽  
pp. 215-235 ◽  
Author(s):  
Yung-Ming Cheng
Keyword(s):  
Hybrid Model ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Continuance Intention ◽  
Is Success ◽  
Content Type ◽  
Is Success Model ◽  
Delone And Mclean ◽  
Success Model

Purpose This study aims to propose a hybrid model based on expectation–confirmation model (ECM), DeLone and McLean IS success model and task-technology fit (TTF) model to examine whether quality factors and TTF as the antecedents to user beliefs can affect organizational users’ continuance intention of cloud enterprise resource planning (ERP). Design/methodology/approach Sample data for this study were collected from end-users of cloud ERP working in companies in Taiwan. A total of 370 questionnaires were distributed in the 37 sample companies, and 315 (85.1 per cent) usable questionnaires were analyzed using structural equation modeling in this study. Findings This study’s findings indicated that users’ perceptions of system quality, information quality and TTF all contributed significantly to their satisfaction, confirmation and perceived usefulness (PU) of cloud ERP, which in turn directly or indirectly led to their continuance intention of cloud ERP; that is, the results strongly supported the hybrid model integrating ECM, DeLone and McLean IS success model and TTF model with all hypothesized links being significant. Originality/value Empirically, this study’s research model capturing ECM, DeLone and McLean IS success model and TTF model has significantly shed light on the possible formulation of a richer post-adoption model. Noteworthily, considerably more attention should be paid to the fit between information-related characteristics and cloud ERP users’ work goals and needs, while TTF, based on both system-related and information-related technology characteristics, significantly contributes to users’ satisfaction, confirmation and PU, which together directly or indirectly explain their intention to continue using cloud ERP.

scholarly journals Measuring E-Commerce Success in Malaysia: Modified Delone Mclean Model with Trust and Privacy

2018 ◽  
Vol 7 (4.15) ◽  
pp. 524
Author(s):  
Najma Imtiaz Ali ◽  
Suhaila Samsuri ◽  
Muhamad Sadry Abu Seman ◽  
Imtiaz Ali Brohi ◽  
Asadullah Shah
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Quality System ◽  
System Quality ◽  
Is Success ◽  
Is Success Model ◽  
Delone And Mclean ◽  
Success Model ◽  
Net Benefits

With the influx of the Internet, Business to Customer E-commerce (B2c e-Commerce) has gained popularity around the globe. Although a number of researches has been done to know the factors affecting the adoption of e-commerce, however, not much research has done to know the effects of e-commerce on online shopping success.  DeLone and McLean introduced the Information System (IS) success model in year 1992, later on, refined the same model with the newer concept, to fully understand the effects of IS success. In this paper, authors have used the DeLone and McLean IS success model 2003 with addition two constructs Privacy and Trust.  Seven interrelated dimensions of e-commerce were examined namely, Service Quality, System Quality, Trust, Privacy, User satisfaction and Net benefits. The proposed model and the relationship between the various constructs were measured by gathering the data from 381 users from the business faculty of Klang valley universities in Malaysia. Seven interconnected dimensions of B2C e-commerce success were confirmed namely, Service Quality, System Quality, Information Quality, Trust, Privacy along with User Satisfaction and Net Benefits. Confirmatory Factor Analysis CFA and SEM were used to analyse the collected data and proved the hypothesis. The results revealed that system quality, service quality, trust and privacy are directly related to user satisfaction which in turn directly related to net benefits, whereas information quality has no any influence on user satisfaction in terms of e-commerce. 

scholarly journals Uji Model Keberhasilan Sistem Informasi: Media Penyimpanan Google Drive

2020 ◽  
Vol 3 (2) ◽  
pp. 57
Author(s):  
Agustinus Rio Trilaksono ◽  
T. Husain ◽  
Rouly Doharma
Keyword(s):  
College Student ◽  
Service Quality ◽  
Significant Influence ◽  
Information Quality ◽  
Equation Modeling ◽  
System Quality ◽  
Is Success ◽  
Is Success Model ◽  
Success Model ◽  
Google Drive

The era of ICT-based information (information and communication technology), information becomes an absolute primary means for users decent individuals and organizations as a medium of exchange and interaction. Google Drive is one of the internet-based services application that allows users to make storage media as a resources. The destination of this research to calibration the IS Success Model of Google Drive as a storage medium among college students with the elements i.e. Information Quality, System Quality and Service Quality. The research method used a quantitative approach with questionnaires as a means of data collection. The number of samples counted by 77 respondents. The data analysis methods using structural equation modeling by Lisrel Version 8.72 through descriptive statistic analysis, test of quality instrument, goodness-of fit model, and hypotesis test. The findings represent that the IS Success Model prove significant influence on Satisfaction of college student through Information Quality and System Quality while Quality Service is not significant influence. Service Quality and System Quality are the most effective variables affecting Satisfaction of college student with correlation coefficient in the amount of 67,8 percent and 66,5 percent.

A structural equation model of effective variables on service quality in capital industrial goods sector

2014 ◽  
Vol 6 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Seyed Hamid Reza Ghasemian ◽  
Naser Azad ◽  
Hamid Seyedaliakbar
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Quality Model ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

What drives organizations to switch to cloud ERP systems? The impacts of enablers and inhibitors

2020 ◽  
Vol 33 (3) ◽  
pp. 600-626 ◽  
Author(s):  
Yu-Wei Chang
Keyword(s):  
Cloud Computing ◽  
Switching Costs ◽  
Sunk Costs ◽  
Equation Modeling ◽  
Erp Systems ◽  
Is Success ◽  
Content Type ◽  
Is Success Model ◽  
Success Model ◽  
Toe Framework

PurposeSwitching to public cloud enterprise resource planning (ERP) systems not only provides financial and functional benefits to organizations, but also results in sunk costs of incumbent systems and uncertainty costs of cloud systems. The purpose of this study is to investigate the enablers and inhibitors concerning switching to cloud ERP systems at the organizational level.Design/methodology/approachData were collected from 212 top managers and owners of the enterprises in Taiwan, and 10 hypotheses were examined using structural equation modeling.FindingsTechnological (system quality), organizational (financial advantage), and environmental contexts (industry pressure) are found to be the antecedents of switching benefits. Perceived risk of cloud ERP systems and satisfaction with and breadth of use of incumbent ERP systems are found to be the predictors of switching costs. Switching benefits positively affect switching intention, but switching costs negatively affect switching intention.Research limitations/implicationsThis study develops a theoretical model grounded in a set of theoretical foundations, including two-factor theory, technology-organization-environment (TOE) framework, information systems (IS) success model, and expectation confirmation theory (ECT). Two-factor theory is used to characterize switching benefits and costs that affect switching intention. Technological factors come from IS success model, and the factors affecting benefits are organized based on TOE framework. Sunk costs of incumbent ERP systems are developed based on ECT.Originality/valueDifferent from previous studies on cloud computing adoption, this study provides insights into switching intention to cloud computing. The study also proposes an integrated model grounded in multiple perspectives to explain organizations' decisions to switch to cloud ERP systems. These findings help cloud service providers better understand how to promote cloud ERP adoption from technical, organizational, and environmental perspectives.

Why is self-service technology (SST) unpopular? Extending the IS success model

2018 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiunn-Woei Lian
Keyword(s):  
Information Quality ◽  
System Quality ◽  
Is Success ◽  
Content Type ◽  
Is Success Model ◽  
Success Model ◽  
Personal Technology ◽  
Self Service ◽  
Self Service Technology ◽  
Intention To Continue

Purpose Self-service technology (SST) has become popular in many areas, but consumers from many countries still prefer human-provided services. Why is this so? The purpose of this paper is to understand the possible reasons by integrating two perspectives: personal characteristics marketing and the information systems success model (IS success model). Design/methodology/approach The authors propose an integrated model and conduct an empirical questionnaire survey which generates a total of 345 valid responses. Findings The authors find that personal technology anxiety and the need for interpersonal interaction are critical factors that affect SST usage continuance intention. Furthermore, personal technology anxiety affects the consumer’s perception of the quality of both the information and the SST system itself, which determines the level of satisfaction and the intention to continue to use the system. Second, the IS success model perspective reveals that the following factors determine the level of perceived satisfaction with SST: information quality, system quality, enjoyment and design. However, only information quality and system quality affect the intention to continue SST usage. The authors also find that satisfaction and the need for interpersonal interaction also determine the SST usage continuance intention. Originality/value The IS success model is found to be helpful in understanding the underlying reasons for this. To aid in the development of successful future SSTs, these findings can be referenced by countries in which SST is not so popular. Our proposed model further enhances the theoretical development of the IS success model.

scholarly journals Applying the IS Success Model and Service Quality on e-Banking in China

2014 ◽  
Vol 32 (3) ◽  
pp. 63-76 ◽  
Author(s):  
꽁 징 ◽  
이은곤 ◽  
Inseon Yoo
Keyword(s):  
Service Quality ◽  
Is Success ◽  
Is Success Model ◽  
Success Model

The impact of destination websites and cultural exposure: a comparison study of experienced and inexperienced travelers

2016 ◽  
Vol 2 (1) ◽  
pp. 1-16 ◽  
Author(s):  
Chulmo Koo ◽  
Namho Chung ◽  
Dan J. Kim ◽  
Sunyoung Hlee
Keyword(s):  
Media Exposure ◽  
Small Sample ◽  
Research Model ◽  
Is Success ◽  
Content Type ◽  
Is Success Model ◽  
Cultural Exposure ◽  
Success Model ◽  
The Media ◽  
The Impact

Purpose – As a growth of the competition between cities in Asia effective tourism marketing of the city cultural tourism product will become increasingly important. Cultural exposure to a particular foreign city through the media affects people’s preferences for that destination and may ultimately be a function of the behavior of that city cultural product. The purpose of this paper is to examine the impacts of experienced and inexperienced travelers’ media exposure and their perception of the media exposure on their intention to visit the actual site (i.e. South Korea). Design/methodology/approach – To enhance the understanding of the intention to visit the destination, this study proposes a research model based on use and gratification (U & G) theory and information system (IS) success model. Findings – The authors found a direct, positive effect of satisfaction with the Korea Tourism Organization’s website on potential travelers’ intentions to visit Korea. Research limitations/implications – First, although most measurement items were adopted from previously validated empirical studies and the results of the measurement model testing showed high reliability and validity, further study is warranted to validate the measurement scales in the context of smart tourism. Second, given the relatively small sample size, the findings of this study should not be generalized to other populations. Originality/value – The authors built a conceptual model that synthesized the IS success model and U & G theory in the context of tourism and empirically tested the model using a set of data collected from potential travelers. Overall, the proposed research model is well supported by the results of the study.

Implementation and evaluation of mobile e-books in a cloud bookcase using the information system success model

2016 ◽  
Vol 34 (2) ◽  
pp. 207-223 ◽  
Author(s):  
Po-Sheng Chiu ◽  
I-Ching Chao ◽  
Chih-Chien Kao ◽  
Ying-Hung Pu ◽  
Yueh-Min Huang
Keyword(s):  
User Satisfaction ◽  
Information Quality ◽  
Explanatory Power ◽  
Intention To Use ◽  
User Intention ◽  
Is Success ◽  
Content Type ◽  
Is Success Model ◽  
Success Model ◽  
Information System Success Model

Purpose – To continue to develop and improve cloud e-bookcases, the purpose of this paper is to implement a cloud e-bookcase and modifies the information systems (ISs) success model to make it capable of assessing this system. It also provides suggestions for future systems development. Design/methodology/approach – This study implements a cloud bookcase and uses the IS success model to evaluate user intention and satisfaction with the system. It also develops a success model for the cloud bookcase. Findings – The results of study indicate that user satisfaction and intention with regard to using the system are positively related to net benefits. In other words, increasing user satisfaction and intention with regard to using the system will have a positive effect on the benefits users receive from doing so. Practical implications – Users think the functions and services of the cloud bookcase can indeed help them search for and organize information about electronic books. However, they are not satisfied with the information quality. Therefore, further work is needed to identify any important factors that this study did not investigate. This study suggests that the quality of a system’s functions and guide service have to be upgraded in order to increase user satisfaction with and intention to use the system. Originality/value – This study implements a cloud bookcase and uses the IS success model for verification. An overall explanatory power of 77.9 percent is achieved with this approach. User satisfaction with and intention to use the system are independent from each other, and the results caused by various factors can be separately identified. The findings of this study have considerable practical value.

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