scholarly journals The Impact of Jordanian Banks Websites’ Quality on Customers’ Satisfaction

2018 ◽  
Vol 13 (8) ◽  
pp. 268
Author(s):  
Manar R. Maraqa ◽  
Amaal M. Al-Amawi ◽  
Tareq Hashem
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Service Providers ◽  
Study Data ◽  
Mobile Banking ◽  
System Quality ◽  
Market Growth ◽  
Key Aspects ◽  
The Impact ◽  
Near Future

This paper focuses on customers’ perceptions regarding three key aspects in Jordanian e-banking services: service quality, system quality, and information quality. The importance of these topics is likely to keep on growing in the near future, as customers become more demanding. Descriptive, analytical approach was used in this study; data were collected through questionnaires that were physically distributed to a random sample of 295 banks’ customers in Jordan. The model achieves an acceptable fit and explains 79.6% of its variance. Multiple regression analysis was used to examine the research hypotheses by using SPSS. The results of the study indicate that service quality has the highest impact on customer satisfaction followed by system quality and information quality. However and in order to meet current and future customers demands, banks in Jordan should strive to exceed their customers’ expectations, because of the ongoing growth in use of smart phones, mobile banking, and e-commerce further fuels the market growth. Therefore, banks as service providers should strive for excellence.

Examining Mobile Banking User Trust

2013 ◽  
Vol 5 (3) ◽  
pp. 17-29 ◽  
Author(s):  
Tao Zhou
Keyword(s):  
Service Quality ◽  
Perceived Risk ◽  
Information Quality ◽  
Service Providers ◽  
Mobile Banking ◽  
System Quality ◽  
Self Perception ◽  
Structural Assurance ◽  
Trust Propensity ◽  
User Trust

Building users’ trust is crucial to alleviating their perceived risk and facilitating their usage of mobile banking. Drawing on a tripartite perspective of transference-based, personality-based and self-perception-based determinants, this research examined mobile banking user trust. Transference-based determinants include structural assurance and online banking trust. Personality-based determinant is trust propensity. Self-perception-based determinants include system quality, information quality and service quality. The results indicated that these three kinds of determinants have significant effects on user trust. Among them, information quality, service quality and structural assurance have relatively larger effects. The results imply that service providers need to consider these three kinds of trust determinants in order to facilitate user trust in mobile banking.

Assessing the Determinants of Adoption of M-Banking by Students

2016 ◽  
pp. 120-136
Author(s):  
Gazal Punyani ◽  
Sourabh Sharma
Keyword(s):  
Banking Sector ◽  
Service Providers ◽  
Banking Industry ◽  
Banking System ◽  
Study Data ◽  
Mobile Banking ◽  
Banking Services ◽  
Technology Adoption Model ◽  
Adoption Model ◽  
The Impact

Technology is entwined in almost every part of one's lives. Today's students are using more technology than ever before. Information technology has revolutionized every industry and especially the banking industry. Tremendous improvements in technology have taken place in the Indian banking sector. Among all, Mobile Banking (m-banking) is the recent phenomenon that changed country's banking system. Students, being considered as most technically knowledgeable make most use of mobile banking services among all the banking customers. Therefore, the focus is particularly towards the young students engaging in m-banking services and to evaluate the factors that influence them to adopt m-banking. The study considers extended Technology Adoption Model (TAM) to measure the impact of the factors on adoption of m-banking. For the study, data was collected through questionnaire from 217 students of Western Rajasthan. The result of this research would provide valuable information to service providers in order to improve their m-banking services.

scholarly journals An Empirical Study of E-Service Quality and User Satisfaction of Public Service Centers in China

2018 ◽  
Vol 5 (3) ◽  
pp. 43-59 ◽  
Author(s):  
Chenghan Ming ◽  
Tao Chen ◽  
Qi Ai
Keyword(s):  
Service Quality ◽  
Public Service ◽  
User Satisfaction ◽  
Local Governments ◽  
Information Quality ◽  
System Quality ◽  
Quality Model ◽  
Citizen Satisfaction ◽  
Set Up ◽  
The Impact

This article describes how as part of the reform of the administrative system of China, most local governments have set up public service centers; meanwhile, ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. However, the existing studies in the Chinese context are mostly qualitative and the relationship between service quality and citizen satisfaction has not been tested. This article adopted the D&M model to develop an e-service quality model and tested the impact of service quality on citizen satisfaction. A survey was conducted and 364 valid questionnaires were analyzed. The results showed that the data fit the model well. Most of the hypotheses formulated in this article was proven. Additionally, an important finding was that the impact of service quality on specific satisfaction is stronger than that of information quality and system quality, which indicates that face-to-face services cannot simply be substituted by electronic systems. Both the theoretical and practical implications of the findings were discussed.

scholarly journals EWOM towards homestays lodging: extending the information system success model

2018 ◽  
Vol 9 (1) ◽  
pp. 94-108 ◽  
Author(s):  
Hamid Rizal ◽  
Soffri Yussof ◽  
Hanudin Amin ◽  
Ku Chen-Jung
Keyword(s):  
Information System ◽  
Service Quality ◽  
Information Quality ◽  
Service Providers ◽  
System Quality ◽  
Content Type ◽  
Information System Success ◽  
Electronic Service ◽  
Information System Success Model ◽  
System Success

Purpose Drawing from DeLone and McLean’s Theory of Information System Success, this study aims to develop a theoretical model of electronic word of mouth (eWOM) for the homestay lodging. Design/methodology/approach The study examines the relationship between information quality, system quality and electronic service quality towards user’s satisfaction and eWOM intentions. Data were collected from homestay lodgers in Malaysia. Findings Results indicate that the effects of information quality and e-service quality on satisfaction are of significance, in turn affects eWOM intention. System quality, however, is not a driver of satisfaction. Research limitations/implications This study contains three limitations that provide direction for future studies. The details are provided. Practical implications The results provide a direction to the service providers at improving their services for customers’ satisfaction and loyalty. Originality/value The study offers fresh new insights on eWOM intentions from a homestay lodging perspective in Malaysia.

scholarly journals Testing and Validating DeLone and MacLean IS Model: ERP System Success in Higher Education Institutions of Pakistan

2020 ◽  
Vol 10 (5) ◽  
pp. 6242-6248
Author(s):  
Z. H. Khand ◽  
M. R. Kalhoro
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Quality System ◽  
Equation Modeling ◽  
System Quality ◽  
Erp Systems ◽  
Delone And Mclean ◽  
The Impact

The universities in Pakistan have recently started replacing their old legacy systems with ERP systems which are commonly used in business organizations to gain a competitive edge over competitors. The Higher Education Commission (HEC) has implemented ERPs systems at eight different Universities in Pakistan. HEC has invested a huge amount of money to facilitate the integration, customization, and implementation of ERP systems in these universities. Previous studies have mainly focused on Critical Success Factors (CSFs) and risk factors of ERP systems. This study intends to empirically measure the support of ERP systems in teaching processes. DeLone and McLean model of Information Systems (IS) success is one of the most commonly used models cited in IS literature. In this study, the DeLone and McLean model was applied at a University level analysis to access the impact of ERP in higher educational institutions and their support in the improvement of academic processes. Hypotheses were tested on the research model using empirical data collected from 230 respondents, including students and faculty at two selected universities, with the use of a questionnaire. The data were analyzed by structural equation modeling. The model was empirically tested and the findings showed that use and user satisfaction affected most net benefits. Information quality, system quality, and service quality accounted for 42.6% effect in use. Whereas, information quality, system quality, service quality, and use accounted for 46.5% variance in user satisfaction.

The Impact of Enterprise Resource Planning System of Human Resources on the Employees’ Performance Appraisal in Jordan

2021 ◽  
Vol 17 ◽  
pp. 351-359
Author(s):  
Mohammadnour Aljarrah
Keyword(s):  
Service Quality ◽  
Performance Appraisal ◽  
Enterprise Resource Planning ◽  
User Satisfaction ◽  
Information Quality ◽  
Resource Planning ◽  
Planning System ◽  
System Quality ◽  
Enterprise Resource Planning System ◽  
The Impact

The aim of this study is to determine the impact of Enterprise Resource Planning System of human resources on the employees’ performance Appraisal in Jordan. It investigates the relationship between System Quality, Information Quality, Service Quality, User Satisfaction; and Performance Appraisal. The study was motivated because most of the literature about ERP systems in Jordan has focused on the success and failure factors of the ERP systems. Jordanian National Electric Power Company (NEPCO) was chosen to conduct the study because it has implemented a new electronic performance appraisal system based on the ERP system. Data were collected via questionnaires from 98 managers and department heads working at Jordanian National Electric Power Company (NEPCO). The results of this study revealed that there is a significant effect of System Quality, Information Quality and User Satisfaction of Enterprise Resource Planning System on Performance Appraisal, while Service Quality has no effect on Performance Appraisal. Therefore, the important recommendation is to improve the service quality of the system and to bring encouragement and confident to the users towards the success of the system.

Assessing the Impact of System Quality, Information Quality, and Service Quality on Enterprise Resource Planning (ERP) Systems

2021 ◽  
Vol 17 (4) ◽  
pp. 69-84
Author(s):  
Godwin Banafo Akrong ◽  
Yunfei Shao ◽  
Ebenezer Owusu
Keyword(s):  
Information Systems ◽  
Service Quality ◽  
Enterprise Resource Planning ◽  
Information Quality ◽  
Resource Planning ◽  
Equation Modeling ◽  
System Quality ◽  
Erp Systems ◽  
Erp System ◽  
The Impact

Globally, governments are taking steps to help them increase their income generation margin by implementing tax administrative ERP systems. However, the impacts on the internal system users of these ERP system quality features have not drawn the attention needed. This study, therefore, examines the relationship between the information systems' (IS) quality and individual impact using the theoretical foundation of the DeLone and McLean IS success model and, secondly, addresses the interrelationships between the quality constructs of information systems (IS). The authors also used the structural equation modeling technique of partial least squares to evaluate and analyze the data. The results show that system quality, the information quality, and the service quality characteristics of the tax administrative ERP system have a strong positive impact on the success of the IS at the individual level. There is also a positive relationship between the information systems' (IS) quality construction. The results provide additional empirical observations and consequences for management.

scholarly journals The Effect of System Quality, Information Quality and Service Quality Towards Customer Loyalty Using Mobile Banking Application

2021 ◽  
pp. 62-70
Author(s):  
Muhammad A. Mahendra ◽  
Wahyu A. Winarno ◽  
Alwan S. Kustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Information Quality ◽  
Sampling Technique ◽  
P Value ◽  
Quality Information ◽  
Mobile Banking ◽  
System Quality

Aims/ Objectives: This study aims to examine the effect of system quality, information quality and service quality on customer loyalty with satisfaction as a moderating variable for users of the mobile banking application of Bank BRI Jember Branch. Study Design: Quantitative Research Place and Duration of Study: This research was conducted between March 2021 to May 2021. The research location is Bank BRI Jember Branch. Methodology: The data in this study used a questionnaire distributed to customers of Bank BRI Jember Branch in the use of mobile banking applications. In this study, quota sampling technique was used to determine the number of samples taken, namely 390 customers of Bank BRI Jember Branch. Results: The system quality variable (X1) has a p value of 0.005 on customer loyalty through customer satisfaction, quality information (X2) has a p value of 0.003 on customer loyalty through customer satisfaction and the service quality variable (X3) has a p value of 0.405. Meanwhile, customer satisfaction (Y) has a p value of 0.127 on customer loyalty. Conclusion: This study rejects H1, H2 and H3 namely system quality (X1), information quality (X2) and service quality (X3) which directly have no effect on customer loyalty (Z) and accept H4 directly, customer satisfaction has a significant effect. significant to customer loyalty. While indirectly the quality of the system (X1) and the quality of information (X2) have a significant effect on customer loyalty (Z) through variables that affect customer satisfaction (Y) which means that it supports hypotheses H5 and H6. In contrast to service quality (X3) which has no significant effect on customer loyalty (Z) through customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI, DAN KUALITAS PELAYANAN TERHADAP PENGGUNAAN SISTEM DAN KEPUASAN PENGGUNA SISTEM SERTA PENGARUH PENGGUNAAN SISTEM DAN KEPUASAN PENGGUNA SISTEM TERHADAP NET BENEFIT SIPKD (STUDI PADA OPD KABUPATEN WONOGIRI)

2018 ◽  
Vol 6 (2) ◽  
pp. 20-30
Author(s):  
Darmawan Wahidul Ikhsani ◽  
Muhammad Yusuf
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Quality Information ◽  
System Quality ◽  
Net Benefit ◽  
System Usage ◽  
System User ◽  
Pls Analysis ◽  
The Impact

The purpose of this research is to know the impact of the utilization of SIPKD on Wonogiri Regency OPD by using DeLone and McLean model as a whole. Variables used in this research are system quality, information quality, service quality, system usage, system user satisfaction and net benefit of SIPKD. Population is OPD in Wonogiri Regency. The sample of this research is employee from 25 OPD in Wonogiri Regency. The selected respondents were those using SIPKD. Data were collected through questionnaires and analyzed using PLS analysis. Based on the tests conducted obtained the results that the system quality, information quality and service quality positively affect the system usage. Then the information quality and service quality positively affect the system user satisfaction while the system quality has no positive effect on the system user satisfaction. The system usage does not positively affect the net benefit of SIPKD, while system user satisfaction positively affects the net benefit of SIPKD. The result of R-square variable of system usage is 58,9%, R-square variable of system user satisfaction is 39,8% and R-square variable net benefit of SIPKD is 36,8%.

Kuwaiti Hospital Patients’ Continuance Intention to Use Telemedical Systems in the Wake of the COVID-19 Pandemic: Survey Study Among Patients (Preprint)

2021 ◽  
Author(s):  
Ibtesam Almutairi
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Survey Study ◽  
Intention To Use ◽  
System Quality ◽  
Continuance Intention ◽  
Quantitative Research Methods ◽  
Patient’S Satisfaction ◽  
Relationship Of ◽  
The Relationship

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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