A review of e-service quality dimensions in user satisfaction

Al-Nuaimi, Iham Tariq Ismail; Mahmood, Ahmad Kamil; Jung, Low Tang; Jebur, Hamid H.

doi:10.1109/icriis.2013.6716706

Cited by 9 publications

(3 citation statements)

References 41 publications

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“…Dalam konteks kebijakan publik, salah satu riset domain yang diakui, terutama untuk memperoleh kepentingan strategis dalam modernisasi sektor publik, adalah peningkatan kualitas pelayanan publik melalui layanan elektronik (Wimmer, 2008). Makna pentingnya kualitas layanan, khususnya berkenaan pemanfaatan media elektronik pada pemerintahan, telah menjadi perhatian ilmuwan, diantaranya adalah (Ghazaleh & Ahmad, 2018); (Weerakkody & Choudrie, 2005); (Auffret, 2010); (Paroški, et al, 2015); (Nigro & Císaro, 2014); (Tan, et al, 2013); (Naidu & Chand, 2018) (Al-Nuaimi, et al, 2013; (Wijetunge, 2016); (Abdullah, 2006). Sejumlah besar upaya penelitian yang sudah ada menekankan pada subjek yang mengeksplorasi aspekaspek yang berbeda dari layanan elektronik dan pengiriman layanan elektronik.…”

Section: N F O R M a S I A R T Ik E L Abstractunclassified

Kualitas Layanan Elektronik: Sebuah Gagasan Model Awal

Noor

2019

JIAP

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Pemberian pelayanan publik yang berkualitas adalah fungsi utama sektor publik. Rentang waktu ilmu administrasi umumnya berkenaan dengan pencapaian layanan publik yang berkualitas. Namun, sudut pandang dalam memahami layanan publik yang berbeda dapat memberikan sudut pandang yang salah. Umumnya, sudut pandang dilihat dari dua sudut yang berbeda. Pertama, dari pemberi layanan (pemerintah). Kedua, dari penerima layanan (masyarakat). Tulisan ini memberikan nuansa baru dalam sebuah model, yaitu melihat kualitas layanan dari kedua sisi tersebut yang kemudian dinamakan "Gagasan Model Awal".

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Section: N F O R M a S I A R T Ik E L Abstractunclassified

Kualitas Layanan Elektronik: Sebuah Gagasan Model Awal

Noor

2019

JIAP

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“…The indicator satisfaction was proposed a long time ago. It has been the focus of lots of researchers, and it was measured in many fields like online learning, e-service quality, virtual organizations, and information system success (Chua and Montalbo, 2014;Al-Nuaimi et al, 2013;Taylor et al, 2013;Kang and Lee, 2010). However, satisfaction findings are varied, complicated, and even contradictory.…”

Section: Implication For Researchmentioning

confidence: 99%

“…Satisfaction, as one of the most important indicators, is widely discussed due to its significant relation with online events continuance. It is measured in many fields, such as e-service quality (Al-Nuaimi et al, 2013), virtual organizations (Taylor et al, 2013), information system success (DeLone and McLean, 1992;Briggs et al, 2008;Kang and Lee, 2010) and so on, especially in online collaborative learning (Sun et al, 2008;Lee et al, 2011;Zhu, 2012;Ku et al, 2013;Chua and Montalbo, 2014).…”

Section: Introductionmentioning

confidence: 99%

An Experimental Study of Satisfaction Response: Evaluation of Online Collaborative Learning

Cheng

Huang

Zarifis

2016

IRRODL

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On the one hand, a growing amount of research discusses support for improving online collaborative learning quality, and many indicators are focused to assess its success. On the other hand, thinkLets for designing reputable and valuable collaborative processes have been developed for more than ten years. However, few studies try to apply thinkLets to online collaborative learning. This paper introduces thinkLets to online collaborative learning and experimentally tests its effectiveness with participants' responses on their satisfaction. Yield Shift Theory (YST), a causal theory explaining inner satisfaction, is adopted. In the experiment, 113 students from Universities in Beijing, China are chosen as a sample. They were divided into two groups, collaborating online in a simulated class. Then, YST in student groups under online collaborative learning is validated, a comparison study of online collaborative learning with and without thinkLets is implemented, and the satisfaction response of participants are analyzed. As a result of this comparison, YST is proved applicable in this context, and satisfaction is higher in online collaborative learning with thinkLets.

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An Integrated Model of The Relation Between E-Service Quality and User Satisfaction in IHL

Al-Nuaimi

Mahmood

Khalid

et al. 2020

J. Phys.: Conf. Ser.

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Quality of e-service is one of the critical factors that decide the success or failure of organizations. It may increase competitive advantages as well as enhance the relationships with the customers. Achieving high e-service quality and user satisfaction are challenging since they depend fundamentally on user perception and expectation which can be tricky at times. To date, there is no agreement as to what service quality is, and how it should be measured, whether it is a function of statistical measures of quality including physical defects or managerial judgment, or it is a function of customer perception about the services. This paper deep-dived the quality of e-services offered by five Malaysian Institutes of High Learning (IHL) including two private and three public universities. A quantitative approach was utilized to collect the data and AMOS 21 was used to analyze the data and develop the measurement model. The paper aims to find the relationship between e-service quality dimensions and the user satisfaction by using Conformity Factor Analysis (CFA) test with 320 students in the target universities. The research results indicated that the measurement model has acceptable values and the Structural Equation Model (SEM) has positive impact on the relationship between e-SQ dimensions and user satisfaction. Achieving high user satisfaction can enhance the competitive advantage of the universities in their respective target markets.

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A review of e-service quality dimensions in user satisfaction

Cited by 9 publications

References 41 publications

Kualitas Layanan Elektronik: Sebuah Gagasan Model Awal

Kualitas Layanan Elektronik: Sebuah Gagasan Model Awal

An Experimental Study of Satisfaction Response: Evaluation of Online Collaborative Learning

An Integrated Model of The Relation Between E-Service Quality and User Satisfaction in IHL

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