scholarly journals Assessing the Effects of Information System Quality and Relationship Quality on Continuance Intention in E-Tourism

2019 ◽  
Vol 17 (1) ◽  
pp. 174 ◽  
Author(s):  
Ni Wayan Masri ◽  
Jun-Jer You ◽  
Athapol Ruangkanjanases ◽  
Shih-Chih Chen ◽  
Chia-I Pan
Keyword(s):  
Information System ◽  
Customer Satisfaction ◽  
Relationship Quality ◽  
Perceived Value ◽  
System Quality ◽  
Continuance Intention ◽  
Travel Information ◽  
Managerial Implications ◽  
Information Consumers ◽  
Intention To Continue

The advance of electronic commerce has resulted in successful e-travel services. Through the development of e-travel information, consumers can plan their trip without time and space limitations. This study proposes a model regarding the formation of the relationship quality (customer satisfaction and trust), information system quality, perceived value, and customers’ intention to continue in the e-tourism environment. The study is based on 351 e-travel users in Taiwan. The result shows that customer satisfaction has a positive effect on continuance intention. Information system quality has a positive relationship with customer satisfaction, trust, and customer continuance intention. Furthermore, the perceived value has an effect on customer satisfaction and trust. However, the perceived value is partially related to customer continuance intention through customer satisfaction. The managerial implications of this study are discussed.

A CONCEPTUAL MODEL TO UNDERSTAND THE EFFECTS OF PERCEPTION ON THE CONTINUANCE INTENTION IN FACEBOOK

2012 ◽  
Vol 01 (08) ◽  
pp. 29-34
Author(s):  
Shih-Chih Chen ◽  
Huei-Huang Chen ◽  
Mei-Tzu Lin ◽  
Yu-Bei Chen
Keyword(s):  
Information System ◽  
Social Networking ◽  
Conceptual Model ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
System Quality ◽  
Perceived Ease Of Use ◽  
Continuance Intention ◽  
Proposed Model ◽  
Managerial Implications

Recently, the social networking applications expand rapidly and attract a lot of users in a short time period. This study attempts to develop a conceptual model to understand the continuance intention in the context of social networking. The conceptual model integrates the post-acceptance model of information system continuance with perceived ease-of-use and perceived usefulness proposed by Bhattacherjee (2001a) and Davis (1989), respectively. In the proposed model, continuance intention is influenced by the relationship quality and information system quality. Additionally, nine propositions are developed based the proposed model and literature review. Finally, conclusions, managerial implications, and future direction of research are also provided.

scholarly journals Evaluating the Impact of Information System Quality on Continuance Intention Toward Cloud Financial Information System

2021 ◽  
Vol 12 ◽  
Author(s):  
Yanxing Li ◽  
Jinghai Wang
Keyword(s):  
Information System ◽  
Relationship Quality ◽  
Financial Information ◽  
Financial Accounting ◽  
Accounting System ◽  
System Quality ◽  
Accounting Systems ◽  
Intention To Continue ◽  
The Impact

Cloud financial accounting informatization is a product of the combination of accounting work and information technology, a current demand for financial information management in the new era, and a necessary means for enterprises to enhance their core competitiveness. Therefore, this study is based on DeLone and McLean's information system success model, and through theoretical interpretation and derivation, we integrate satisfaction and trust in relationship quality to measure the impact of users' intention to continue using the cloud financial accounting system. A sample of 289 faculty and finance staff with experience in using cloud financial accounting systems was used to test the hypotheses using Partial Least Squares (PLS). The results of the study showed that (1) user participation had a significant positive impact on satisfaction with the system quality, information quality, and service quality of the cloud financial accounting system; (2) the system quality and service quality of the cloud financial accounting system had a significant positive effect on user trust; and (3) the quality of the cloud financial accounting system had a mediating effect on intention to continue using the system through satisfaction and trust. Since there is a lack of research on the antecedents and outcomes of user linkage to cloud financial accounting systems in the literature, especially the empirical results on the mediation relationship from the perspective of relationship quality. Therefore, this study can fill above mentioned research gap and provide specific recommendations for sustainable management practice.

A PILOT STUDY FOR UNDERSTANDING THE RELATIONSHIPS OF INFORMATION SYSTEM QUALITY, RELATIONSHIP QUALITY AND LOYALTY

2011 ◽  
Vol 01 (05) ◽  
pp. 17-23
Author(s):  
Shih-Chih Chen ◽  
Kevin Kuan-Shun Chiu ◽  
Huei-Huang Chen ◽  
Yan-Chio Liao
Keyword(s):  
Information System ◽  
Pilot Study ◽  
Relationship Quality ◽  
Conceptual Model ◽  
Future Research ◽  
System Quality ◽  
Proposed Model ◽  
Managerial Implications ◽  
The Relationship

This study develops a conceptual model for understanding the information system quality of relationship quality and loyalty in the e-service context of shopping, and a conceptual model is also introduced. This study tries to conceptualize a model based on the mediator of relationship quality that is applied to understand loyalty in e-shopping websites. In the proposed model, loyalty is influenced by the relationship quality and information system quality. Additionally, three propositions are developed based the proposed model and literature review. Finally, conclusions, managerial implications, and future research are also provided.

scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

Segmentation of Information Systems Users

2013 ◽  
Vol 25 (4) ◽  
pp. 1-26 ◽  
Author(s):  
Semina Halilovic ◽  
Muris Cicic
Keyword(s):  
Information System ◽  
Information Systems ◽  
Software Development ◽  
Least Squares ◽  
Unobserved Heterogeneity ◽  
Finite Mixture ◽  
The Other ◽  
Continuance Intention ◽  
Cognitive Beliefs ◽  
Intention To Continue

The Expectation-Confirmation Model of Information Systems Continuance (ECM-IS) explains antecedents that influence IS users’ behavior and affect their decision whether to continue or discontinue information system (IS) using. ECM-IS emphasizes differences between initial acceptance and IS continuance. For companies that deal with the design and software development, IS continuance is retaining of existing customers of product and services. This study extends the ECM-IS by accounting for unobserved heterogeneity. The Finite Mixture Partial Least Squares (FIMIX-PLS) methodology is applied for identification of distinctive customer segments. Segmentation of IS users was made on the basis of cognitive beliefs and affect influencing one’s intention to continue using IS and two different segments of users were derived. The first segment comprises 65.6%, and the other one 34.4% users. The ECM-IS explained 51.9% of IS continuance intention and 20.7% of satisfaction for the first segment, while for the second segment the ECM-IS explained 98.1% of IS continuance intention and 91.3% of satisfaction.

scholarly journals CUSTOMER RETENTION STRATEGIES AT HYPERMARKETS IN JAKARTA

2016 ◽  
Vol 9 (2) ◽  
pp. 127
Author(s):  
Willy Arafah
Keyword(s):  
Perceived Value ◽  
Customer Retention ◽  
Customer Experience ◽  
Marketing Strategies ◽  
Theory And Practice ◽  
Continuance Intention ◽  
Retention Strategies ◽  
Important Indicator ◽  
Intention To Continue

Today many Hypermarket growing in Jakarta, although Jakarta market is very large and seems very promising, Hypermarkets are finding it tough to be profitable in Jakarta. One of the marketing strategies is to focus on retaining the existing customer as they are three time more profitable than looking for the new one. In this research we examine the factor that influence customer intention to continue purcjhasing from Hypermarkets in Jakarta. The results show that customer’s perceived value is an important indicator of customer continuance intention, as are the loyalty incentives provided by the Supermarkets. Moreover, convenience is more important for customer in these markets than enjoyments. Hypermarkets can increase customer retention by focusing their strategies in making customer experience more valuable and convenient. Implication for theory and practice are also discusses in this research

scholarly journals CUSTOMER RETENTION STRATEGIES AT HYPERMARKETS IN JAKARTA

2016 ◽  
Vol 10 (2) ◽  
pp. 121
Author(s):  
Willy Arafah
Keyword(s):  
Perceived Value ◽  
Customer Retention ◽  
Customer Experience ◽  
Marketing Strategies ◽  
Theory And Practice ◽  
Continuance Intention ◽  
Retention Strategies ◽  
Important Indicator ◽  
Intention To Continue

Today many Hypermarket growing in Jakarta, although Jakarta market is very large and seems very promising, Hypermarkets are finding it tough to be profitable in Jakarta. One of the marketing strategies is to focus on retaining the existing customer as they are three time more profitable than looking for the new one. In this research we examine the factor that influence customer intention to continue purcjhasing from Hypermarkets in Jakarta. The results show that customer’s<br />perceived value is an important indicator of customer continuance intention, as are the loyalty incentives provided by the Supermarkets. Moreover, convenience is more important for customer in these markets than enjoyments. Hypermarkets can increase customer retention by focusing their strategies in making customer experience more valuable and convenient. Implication for theory and practice are also discusses in this research.

scholarly journals SERVICE CONTINUANCE INTENTION IN THE HEALTH INSURANCE SETTING: A PLS-SEM APPROACH

2019 ◽  
Vol 2 (1) ◽  
pp. 82-108
Author(s):  
Munawar Javed Ahmad
Keyword(s):  
Health Insurance ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Continuance Intention ◽  
Positive Role ◽  
Mediating Role ◽  
Perceived Price

This study aimed to access service continuance intention and the mediating role of customer satisfaction in between the service quality, perceived price, and perceived value towards the service continuance intention of the health insurance customers in the context of Malaysia. Data were collected from international university students. Simple random sampling technique was used to collect the data from the 264 respondents. PLS-SEM technique was employed to test the model and proposed hypotheses. Findings of this study discovered that all three factors (service quality, perceived price, and perceived value) significantly affect customer satisfaction and service continuance intention. Moreover, this study demonstrated that customer satisfaction plays a significant positive role to mediate the relationship between the service quality, perceived price, and perceived value toward the service continuance intention. The findings of this research advocates that health insurance firms operating in Malaysia should focus to enhance the service quality, offer competitive price, and deliver the best value to the customer which significantly improve customer satisfaction. Consequently, customer satisfaction triggers the customer toward continues business transaction with the same insurance firm.

Electronic Logistics Services

2013 ◽  
Vol 4 (1) ◽  
pp. 57-72 ◽  
Author(s):  
Yen-Chun Jim Wu ◽  
Chan-Lan Chang ◽  
Tse-Ping Dong
Keyword(s):  
Information System ◽  
Organizational Performance ◽  
Relationship Quality ◽  
Structural Equation ◽  
Information Quality ◽  
Marketing Channel ◽  
Equation Modeling ◽  
System Quality ◽  
Positive Effects ◽  
The Relationship

This study begins with discussing the relationship between the marketers’ organizational performance and E-marketing performance in the Taiwan’s mobile phone industry. From the perspective of dealers, this study discovers the effects on Relationship Quality, which generated by expected benefits derived from implementing the interorganizational information system on the management of marketing activities. The authors conducted Structural Equation Modeling approach on marketers and dealers respectively. The quality of the information system will affect marketers’ intention to use. Research findings also suggest that the system quality and information quality will affect marketers’ satisfaction and then will affect the Relationship Quality among dealers. From the implementation of information systems, the Relationship Quality has positive effects on the expected strategic benefits, informational benefits and transactional benefits. Therefore, combining the two perspectives from marketers and dealers, this study examines how the E-marketing channel contributes the effects of Relationship Quality on both marketers and dealers.

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