Preferencje help
Widoczny [Schowaj] Abstrakt
Liczba wyników
2019 | 11 | nr 1 | 155--164
Tytuł artykułu

SAIS Service Quality and Student's Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience

Warianty tytułu
Języki publikacji
Student Activity Information System (SAIS) was developed with the aims to efficiently record the applications of student's activity at the Faculty of Business and Management (FBM), Universiti Teknologi MARA (UiTM) Selangor, Malaysia and to assist the administrator to manage the students' activities effectively. By using different e-service quality dimensions, this study proposed a higher order factor of SAIS Service Quality with an attempt to determine a moderating effect of SAIS Service Convenience between the relationship of SAIS Service Quality and Student's Satisfaction. Quantitative data was gathered from 94 SAIS users and the data were analyzed by using SmartPLS 3.0. The analysis result showed that SAIS Service Quality and SAIS Service Convenience were positively influenced the student's satisfaction. Moreover, the result also revealed that the higher order factor of SAIS Service Convenience was not to moderate the relationship between the SAIS Service Quality and Student's Satisfaction. From the Higher Education (HE) perspective, this study provides an empirical validation of the Information System Service Quality Model particularly in the context of SAIS. Hence, the improvement of the e-service quality is essential for future enhancement of existing information systems in the higher education institutions. (original abstract)
Opis fizyczny
  • Universiti Teknologi MARA, Malaysia
  • Universiti Teknologi MARA, Malaysia
  • Universiti Teknologi MARA, Malaysia
  • Universiti Teknologi MARA, Malaysia
  • Barnes, S.J. and Vidgen, R.T., 2002. An Integrative Approach to the Assessment of E- Commerce Quality. Journal of Electronic Commerce Research, 3(3), pp.114-127.
  • Chang, M-Y, Chen, K., Pang, C., Chen, C-M and Yen, D.C., 2013. A Study on the Effects of Service Convenience and Service Quality on Maintenance Revisit Intentions. Computer Standards & Interfaces, 35(2), 187-194.
  • Chen, F.F., Sousa, K.H. and West, S.G., 2005. Testing Measurement Invariance of Second-order Factor Models. Structural Equation Modeling, 12(3), pp.471-492.
  • Chin, W.W., 1998. The Partial Least Squares Approach to Structural Equation Modeling. In: G.A. Marcoulides (ed.). Modern Methods for Business Research, pp.295-336. New Jersey: Lawrence Erlbaum Associates.
  • DeLone, W.H. and McLean, E.R., 2003. The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal Management of Information System, 19(4), pp.9-30.
  • Essen, A. and Conrick, M., 2008. New E-service Development in the Homecare Sector: Beyond Implementing a Radical Technology. International Journal of Medical Informatics, 77, pp.679-688.
  • Hair Jr, J. f., Hult, G.T.M., Ringle, C. and Sarstedt, M., 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications.
  • Hair, J.F., Ringle, C.M., and Sarstedt, M., 2011. PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), pp.139-152.
  • Heinonen, K., 2006. Temporal and Spatial E-service Value. International Journal of Service Industry Management, 17(4), p.380-400.
  • Jay, C., 2004. E-Services: Satisfying Customers Online. Available at editorials/3-25-2004-52145.asp.
  • Johnson, M.D. and Fornell, C., 1991. A Framework for Comparing Customer Satisfaction across Individuals and Product Categories. Journal of Economic Psychology, 12(2), pp.267-286.
  • Kaura, V., Prasad, S.D., Chalasani and Sharma, S., 2015. Impact of Service Quality, Service Convenience and Perceived Price Fairness on Customer Satisfaction in Indian Retail Banking Sector. Management and Labour Studies, 39(2), pp.127-139.
  • Kaura, V., 2013. Service Convenience, Custom-er Satisfaction, and Customer Loyalty: Study of Indian Commercial Banks. Journal of Global Marketing, 26, pp.18-27.
  • Kim, J. and Lee, J., 2002, Critical Design Factors for Successful E-commerce Systems. Behaviour and Information Technology, 21(3), pp.185-189.
  • Kim, M., Kim, J.H. and Lennon, S.J., 2006. Online Service Attributes Available on Apparel Retail Web Sites: An E-S-QUAL Approach. Managing Service Quality, 6(11), pp.51-77.
  • Kitsios, F., Stefanakakis, S., Kamariotou, M. and Dermentzoglou, L., 2019, E-service Evaluation: User Satisfaction Measurement and Implications in Health Sector. Computer Standards and Interfaces, 63, pp.16-26.
  • Lee, G-G. and Lin, H-F., 2005. Customer Perceptions of E-Service Quality in On-Line Shopping. International Journal of Retail and Distri-bution Management, 33(2), pp.161-176.
  • Duarte, P., Costa e Silva, S. and Ferreira, M.B, 2018. How Convenient is it? Delivering Online Shopping Convenience to Enhance Customer Satisfaction and Encourage e-WOM. Journal of Retailing and Consumer Services, 44(C), pp.161-169.
  • Mandel, M.J. and Hof, R.D., 2001. Rethinking the Internet. Retrieved from
  • Muhammad Shoaib Farooq, Maimoona Salam, Alain Fayolle, Norizan Jaafar and Kartinah Ayupp, 2018. Impact of Service Quality on Customer Satisfaction in Malaysia Airlines: A PLS-SEM Approach. Journal of Air Transport Man-agement, 67, pp.169-180.
  • Muhammad Zulhelmi, A.S., Salim, A.T., Sabainah, B. and Maria, M.S., 2018. Services Attributes, Customer Satisfaction and Return Usage: A Case of Uber Malaysia. Journal of Tourism, Hospitality and Culinary Arts, 10(2), pp.81-103.
  • Narayan, B., Rajendran, C. and Sai, L.P., 2008. Scales to Measure and Benchmark Service Quality in Tourism Industry: a Second-order Factor Approach. Benchmarking: An International Journal, 15(4), pp.469-493.
  • Nunkoo, R., Teeroovengadum, V., Thomas, P., and Leonard, L., 2017. Integrating Service Quality as a Second-order Factor in a Customer Satisfaction and Loyalty Model. International Journal of Contemporary Hospitality Management, 29(12), pp.2978-3005.
  • O'Brien, J.A., 2002. Management Information System. McGraw-Hill, Irwin, Boston, p.16.
  • Parasuraman, A., Zeithaml, V. and Berry, L., 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), pp.12-37.
  • Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1985. A Conceptual Model of Service Quality and Implications for Future Research. Journal of Marketing, 49, pp.41-50.
  • Raman, M., Stehenaus, R., Alam, N. and Kuppusamy, M., 2008. Information Technology in Malaysia: E-Service Quality and Uptake of Internet Banking. Journal of Internet Banking and Commerce, 13(2), pp.1-18.
  • Rizwan, A., Leifu, G., Muhammad Yasir, R. and Mudassar, H., 2015. Role of Perceived Value, Customer Expectation, Corporate Image and Perceived Service Quality on the Customer Satisfaction. The Journal of Applied Business Research, 31(4), pp.1425-1436.
  • Rowley, J., 2006. Information Marketing. Burlington, USA: Ashgate Pub Co.
  • Roy, A.K., Shekhar, V., Lassar, W.M. and Chen, T., 2018. Customer Engagement Behaviors: The Role of Service Convenience, Fairness and Quality. Journal of Retailing and Consumer Services, 44, pp.293-304.
  • Santos, J., 2003. E-service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality: An International Journal, 13(3), pp.233-246.
  • Sivadas, E., Baker-Prewitt, J.L., 2000. An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store Loyalty. International Journal of Retail and Distribution Management, 28(2), pp.73-82.
  • Suhaimi, M.Z.A., Talib, S.A., Bachok, S. and Saleh, M.M., 2018. Service Attributes, Customer Satisfaction and Return Usage: A case of Uber Malaysia. Journal of Tourism, Hospitality & Culinary Arts, 10(2), pp.81-103.
  • Zeithaml, V.A., Parasuraman, A., and A. Malhotra, 2000. A Conceptual Framework for Understanding E-service Quality: Implications for Future Research and Managerial Practice. Working Paper, Report No. 00-115, Marketing Science Institute, Cambridge.
Typ dokumentu
Identyfikator YADDA

Zgłoszenie zostało wysłane

Zgłoszenie zostało wysłane

Musisz być zalogowany aby pisać komentarze.
JavaScript jest wyłączony w Twojej przeglądarce internetowej. Włącz go, a następnie odśwież stronę, aby móc w pełni z niej korzystać.