Customers’ perceptions of service quality, using an online reservation system, and online reviews affecting intention to use the system to book a hotel room

BACKGROUND Telemedicine is a system using telecommunication technologies to diagnose, treat, and monitor patients by healthcare physicians and specialists in many developing countries such as Kuwait. Telemedicine services have proven to be successful in reporting and tracking patient records, delivering, real time monitoring, providing correct medications, and early detection of clinical decline. Covid-19 pandemic period have reinforced telemedicine system’s benefits even more in Kuwait. OBJECTIVE The objective of this study is to investigate factors influencing patients’ continuance intention to use telemedicine after the COVID-19 pandemic in the medical sector of Kuwait. METHODS The updated Delone and Maclean (2003) model was utilized to investigate the aforementioned factors. As such, this research applied quantitative research methods with a sample of 290 participants from patients in Dar Al Shifa Hospital, a private hospital in Kuwait which utilizes telemedical services called ‘Sehaty online’. The corresponding data was analyzed using SmartPLS. RESULTS The findings of this study revealed that the relationship of both telemedicine’s information quality and system quality with patient’s satisfaction are significant with (β = 0.377, t = 5.612, P < 0.001), (β = 0.295, t = 4.397, P < 0.001) respectively. While the relationship of service quality and patient’s satisfaction is not significant with (β = -0.056, t = 0.894, P > 0.05). patient’s satisfaction relationship with patients’ continuance intention to use telemedicine found to be significant with (β = 0.403, t = 8.732, P < 0.001). CONCLUSIONS It has been concluded that information quality and system quality have a positive and significant influence on patient’s satisfaction, whereas service quality has an insignificant influence on patient’s satisfaction. Also, patients’ continuance intention to use telemedicine is found to be significantly impacted by their satisfaction.

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The Interplay Between Online Reviews and Physician Demand: An Empirical Investigation

Management Science ◽

10.1287/mnsc.2020.3879 ◽

2021 ◽

Cited By ~ 1

Author(s):

Yuqian Xu ◽

Mor Armony ◽

Anindya Ghose

Keyword(s):

Service Quality ◽

Operations Management ◽

Choice Model ◽

Healthcare Delivery ◽

Online Reviews ◽

The United States ◽

Patient Choice ◽

Data Set ◽

Textual Information ◽

Time Service

Social media platforms for healthcare services are changing how patients choose physicians. The digitization of healthcare reviews has been providing additional information to patients when choosing their physicians. On the other hand, the growing online information introduces more uncertainty among providers regarding the expected future demand and how different service features can affect patient decisions. In this paper, we derive various service-quality proxies from online reviews and show that leveraging textual information can derive useful operational measures to better understand patient choices. To do so, we study a unique data set from one of the leading appointment-booking websites in the United States. We derive from the text reviews the seven most frequently mentioned topics among patients, namely, bedside manner, diagnosis accuracy, waiting time, service time, insurance process, physician knowledge, and office environment, and then incorporate these service features into a random-coefficient choice model to quantify the economic values of these service-quality proxies. By introducing quality proxies from text reviews, we find the predictive power of patient choice increases significantly, for example, a 6%–12% improvement measured by mean squared error for both in-sample and out-of-sample tests. In addition, our estimation results indicate that contextual description may better characterize users’ perceived quality than numerical ratings on the same service feature. Broadly speaking, this paper shows how to incorporate textual information into an econometric model to understand patient choice in healthcare delivery. Our interdisciplinary approach provides a framework that combines machine learning and structural modeling techniques to advance the literature in empirical operations management, information systems, and marketing. This paper was accepted by David Simchi-Levi, operations management.

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Factors Influencing Citizens' Intention to Use E-Government Services

International Journal of Electronic Government Research ◽

10.4018/ijegr.2017010102 ◽

2017 ◽

Vol 13 (1) ◽

pp. 14-32 ◽

Cited By ~ 7

Author(s):

Isaac Kofi Mensah ◽

Mi Jianing ◽

Dilawar Khan Durrani

Keyword(s):

Service Quality ◽

Technology Acceptance ◽

Ease Of Use ◽

Perceived Usefulness ◽

Intention To Use ◽

Perceived Ease Of Use ◽

Korean Students ◽

Moderation Effect ◽

Perceived Service Quality ◽

Government Services

The purpose of this research paper is to investigate the determinates of Korean students in China to use e-government services. A total of 400 structured research questionnaire instruments was designed and administered to potential respondents of which 93.75% responded. The Technology Acceptance Mode (TAM) was used as a theoretical framework for this study. The data gathered was analyzed with SPSS version 20. The results show that all the predictors (Perceived Usefulness, Perceived Ease of Use, Perceived Service Quality, and Citizen Trust) investigated are significant positive determiners of Korean students' intention to adopt and use e-government services. The results further indicated that Citizen Trust positively and significantly moderated the positive relationship between perceived ease of use, perceived service quality and intention to use e-government services but failed to show any positive moderation effect on perceived usefulness and intention to use e-government services. The implications of these findings are further discussed.

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Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction

E3S Web of Conferences ◽

10.1051/e3sconf/202018901022 ◽

2020 ◽

Vol 189 ◽

pp. 01022

Author(s):

Xu xin ◽

Chen jiaying

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

Online Reviews ◽

Service Level ◽

Competitive Advantages ◽

Web Crawler ◽

Evaluation Indexes ◽

Healthy Development

Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.

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FAKTOR PENENTU KUALITAS LAYANAN DAN MINAT UNTUK MELANJUTKAN PENGGUNAAN SISTEM PELAPORAN ONLINE

Jurnal Economia ◽

10.21831/economia.v13i2.14016 ◽

2017 ◽

Vol 13 (2) ◽

pp. 128

Author(s):

Santirianingrum Soebandhi ◽

Intan Nur Aini ◽

Agus Baktiono

Keyword(s):

Service Quality ◽

Online Survey ◽

Reporting System ◽

Ease Of Use ◽

Perceived Usefulness ◽

Survey Method ◽

Intention To Use ◽

Perceived Ease Of Use ◽

Continuance Intention ◽

Online Questionnaire

Abstrak: Faktor Penentu Kualitas Layanan dan Minat untuk Melanjutkan Penggunaan Sistem Pelaporan Online. Penelitian ini bertujuan untuk menganalisis pengaruh perceived usefulness, perceived ease of use, kenyamanan, dan keamanan terhadap kualitas layanan dan minat untuk melanjutkan menggunakan SIPP online di BPJS Ketenagakerjaan. Penelitian ini menggunakan metode survei online kepada 50 perusahaan peserta BPJS Ketenagakerjaan dengan segmentasi Platinum dan Gold. Kuesioner online diisi oleh Kepala Bagian Sumber Daya Manusia. Data dianalisis dengan menggunakan PLS-SEM. Penelitian ini menemukan bahwa kualitas layanan secara signifikan dipengaruhi oleh perceived ease of use dan kenyamanan, sedangkan minat melanjutkan penggunaan SIPP online hanya dipengaruhi oleh perceived usefulness. Kata Kunci: minat melanjutkan penggunaan, kualitas layanan, sistem pelaporan online Abstract: Determinants of Service Quality and Continuance Intention to Use Online Reporting System. This study aims to analyze the effect of perceived usefulness, perceived ease of use, convenience, and security towards service quality and continuance intention to use SIPP online at BPJS Employment. This study uses online survey method to 50 companies participating in BPJS Employment with Platinum and Gold segmentation. The online questionnaire was filled by the head of Human Resources Department. Data were analyzed using PLS-SEM. The results show that service quality was significantly influenced by perceived ease of use and convenience, while continuance intention to use SIPP online was only influenced by perceived usefulness. Keywords: continuance intention, service quality, online reporting system

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Users’ Satisfaction and Continuous to Use M-health Through Service Quality. The Moderate Effect of Monetary Cost (Preprint)

10.2196/preprints.29278 ◽

2021 ◽

Author(s):

Samer Al-Shami

Keyword(s):

Service Quality ◽

Mediating Effect ◽

Intention To Use ◽

Quality Model ◽

Monetary Cost ◽

Health Service Quality ◽

Continuous Use ◽

The Relationship ◽

Positive Effect

BACKGROUND Recently, diabetes is a major issue of great concern to many health institutions worldwide. Yet, the application of m-health for diabetes yet to receive adequate attention, especially in developing countries. The Imperial College London Diabetes Centre, 2019 reported that over more than one million persons in the UAE are suffering from diabetes, placing the country at the 15th worldwide for age-adjusted relative pervasiveness. Motivated by the need to curb the increasing trend of diabetics among the people of UAE and realizing the potential of m-health, this paper examines the quality of service system on the continuous intention to use m-health among diabetes users’ in the UAE. This study is one of the few studies that contribute to the theoretical enrichment of information system (IS) success factors that examine the effective factors of quality system service on the satisfaction and continuous intention to use m-health among the diabetes patients in the UAE. Therefore, this paper extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region. OBJECTIVE The aim of this study to identify and examine the relationship between service system quality factors and diabetes satisfaction and continuous intention to use health. This study also aims to measure the moderating effect of monetary cost on the relationship between users' satisfaction and continuous intention to use. METHODS A cross-sectional survey was conducted involving 292 respondents have been conducted. Through a survey analyzed by SmartPls, we find that service quality systems driven by the quality of interaction, system, and information have a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. RESULTS Through a survey analyzed by SmartPls, we find that a service quality system driven by the quality of interaction, system, and information has a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. We also find that monetary cost moderates the relationship between users’ satisfaction and continue to use mhealth. CONCLUSIONS This study extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region.

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Analysis of Online Hotel Reviews During the COVID-19 Pandemic Using Topic Modeling

Handbook of Research on the Impacts and Implications of COVID-19 on the Tourism Industry - Advances in Hospitality, Tourism, and the Services Industry ◽

10.4018/978-1-7998-8231-2.ch023 ◽

2021 ◽

pp. 478-494

Author(s):

Özlem Ergüt

Keyword(s):

Text Mining ◽

Service Quality ◽

Topic Modeling ◽

Online Reviews ◽

Current Situation ◽

Tourism Industry ◽

Daily Lives ◽

New Normal ◽

Tourism Sector ◽

The World

The world is facing the COVID-19 pandemic that has impacted economies and millions of people worldwide. The fact that COVID-19 is highly contagious from person to person has greatly affected the daily lives of people, and it has also had a devastating effect on many sectors, particularly the tourism industry. In order to mitigate losses for the tourism sector and for it to gain a new dynamism under the current pandemic conditions, monitoring and analyzing online reviews is an important factor for better understanding the needs and desires of customers. The purpose of this study was to determine the main topics in online reviews by foreign guests staying in İstanbul during the pandemic period using text mining techniques. The information obtained as a result of the analysis is important in terms of understanding how to manage the current situation, developing suggestions for solutions, improving service quality, making future decisions, and adapting to the new normal.

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Exploring backpackers’ perceptions of the hostel service quality

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-03-2014-0145 ◽

2015 ◽

Vol 27 (8) ◽

pp. 1839-1855 ◽

Cited By ~ 20

Author(s):

Ana Brochado ◽

Paulo Rita ◽

Carlos Gameiro

Keyword(s):

Service Quality ◽

Web Sites ◽

Quantitative Research ◽

Hotel Industry ◽

Online Reviews ◽

Content Type ◽

The Social ◽

Mixed Approach ◽

Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

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