Analysis of significant dimensions of e-service quality in Malaysian universities

The majority of prominent universities globally have either established or are currently in the process of establishing information systems (ISs) that incorporate a range of applications. Nonetheless, a significant proportion lacks a clear comprehension of the sustainability success of their University Information Systems (UIS). On the basis of the D&M Model, a revised measurement model for assessing the sustainability of UIS along three dimensions is proposed: quality, satisfaction, as well as usage intention. Furthermore, the findings indicate substantial support for eight out of twelve hypothesized relationships among the sustainability variables. Particularly, frequency of use is significantly correlated with users' perceptions of system quality and usage intention. Based on our analysis, it has been indicated that both system quality and process quality play crucial roles in determining the intention to use and satisfaction of users of UIS, which are fundamental for attaining long-term sustainability. Notwithstanding, information quality may not be as remarkable, while service support quality only has a minor impact on user satisfaction.

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Analysis of significant dimensions of e-service quality in Malaysian universities

Cited by 2 publications

References 33 publications

Mediating Roles of IT Governance Effectiveness in E-Service Quality of Higher Education

Mediating Roles of IT Governance Effectiveness in E-Service Quality of Higher Education

Assessing the sustainability of university information systems using the D&M IS Success Model

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Analysis of significant dimensions of e-service quality in Malaysian universities

Cited by 2 publications

References 33 publications

Mediating Roles of IT Governance Effectiveness in E-Service Quality of Higher Education

Mediating Roles of IT Governance Effectiveness in E-Service Quality of Higher Education

Assessing the sustainability of university information systems using the D&amp;M IS Success Model

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Assessing the sustainability of university information systems using the D&M IS Success Model