Have a personal or library account? Click to login
SAIS Service Quality and Student’s Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience Cover

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

Open Access
|Sep 2019

References

  1. [1] 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.
  2. [2] 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), 187-194.10.1016/j.csi.2012.08.002
  3. [3] 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.471-492.10.1207/s15328007sem1203_7
  4. [4] 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.
  5. [5] 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.9-30.10.1080/07421222.2003.11045748
  6. [6] 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.679-688.10.1016/j.ijmedinf.2008.02.001
  7. [7] Hair Jr, J. f., Hult, G.T.M., Ringle, C. and Sarstedt, M., 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLSSEM). Sage Publications.10.15358/9783800653614
  8. [8] 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.139-152.10.2753/MTP1069-6679190202
  9. [9] Heinonen, K., 2006. Temporal and Spatial E-service Value. International Journal of Service Industry Management, 17(4), p.380-400.10.1108/09564230610680677
  10. [10] Jay, C., 2004. E-Services: Satisfying Customers Online. Available at http://www.buzzle.com/editorials/3-25-2004-52145.asp.
  11. [11] 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.267-286.10.1016/0167-4870(91)90016-M
  12. [12] 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.127-139.10.1177/0258042X14558188
  13. [13] Kaura, V., 2013. Service Convenience, Customer Satisfaction, and Customer Loyalty: Study of Indian Commercial Banks. Journal of Global Marketing, 26, pp.18-27.10.1080/08911762.2013.779405
  14. [14] Kim, J. and Lee, J., 2002, Critical Design Factors for Successful E-commerce Systems. Behaviour and Information Technology, 21(3), pp.185-189.10.1080/0144929021000009054
  15. [15] 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.51-77.10.1108/09604520610639964
  16. [16] 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.16-26.10.1016/j.csi.2018.11.002
  17. [17] Lee, G-G. and Lin, H-F., 2005. Customer Perceptions of E-Service Quality in On-Line Shopping. International Journal of Retail and Distribution Management, 33(2), pp.161-176.10.1108/09590550510581485
  18. [18] 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.161-169.10.1016/j.jretconser.2018.06.007
  19. [19] Mandel, M.J. and Hof, R.D., 2001. Rethinking the Internet. Retrieved from http://www.businessweek.com/stories/2001-03-25/rethinking-the-internet.
  20. [20] Muhammad Shoaib Farooq, Maimoona Salam, Alain Fayolle, Norizan Jaafar and Kartinah Ayupp, 2018. Impact of Service Quality on Customer Satisfaction in Malaysia Airlines: A PLSSEM Approach. Journal of Air Transport Management, 67, pp.169-180.10.1016/j.jairtraman.2017.12.008
  21. [21] 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.
  22. [22] 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.469-493.10.1108/14635770810887258
  23. [23] 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.2978-3005.10.1108/IJCHM-11-2016-0610
  24. [24] O’Brien, J.A., 2002. Management Information System. McGraw-Hill, Irwin, Boston, p.16.
  25. [25] 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.
  26. [26] 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.41-50.10.1177/002224298504900403
  27. [27] 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.
  28. [28] 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.1425-1436.10.19030/jabr.v31i4.9328
  29. [29] Rowley, J., 2006. Information Marketing. Burlington, USA: Ashgate Pub Co.
  30. [30] 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.293-304.10.1016/j.jretconser.2018.07.018
  31. [31] Santos, J., 2003. E-service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality: An International Journal, 13(3), pp.233-246.10.1108/09604520310476490
  32. [32] 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.73-82,10.1108/09590550010315223
  33. [33] 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.
  34. [34] 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.
DOI: https://doi.org/10.2478/fman-2019-0013 | Journal eISSN: 2300-5661 | Journal ISSN: 2080-7279
Language: English
Page range: 155 - 164
Published on: Sep 18, 2019
Published by: Warsaw University of Technology
In partnership with: Paradigm Publishing Services
Publication frequency: 1 issue per year

© 2019 Norshima Humaidi, Melissa Shahrom, Muhamad Sukor Jaafar, Siti Halijjah Shariff, published by Warsaw University of Technology
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.