Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider

Dwivedi, Yogesh K.; Papazafeiropoulou, Anastasia; Brinkman, Willem‐Paul; Lal, Banita

doi:10.1007/s10796-008-9074-7

Cited by 25 publications

(11 citation statements)

References 26 publications

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“…For the questions in Section B, the measurement scale used is a seven-point Likert Scale, which ranges from 1 to 7 ('1' extremely disagree to '7' extremely agree). This study applies the seven-point Likert Scale because it provides more widely spread scale values compared to five-point Likert Scale and thus reduces the possibility of respondent's bias, by just selecting a neutral value (Dwivedi, Papazafeiropoulou, Brinkman & Lal, 2010). In fact, the seven-point Likert Scale has also been applied by many prominent researchers in the IS discipline (Agarwal & Prasad, 1997;Armstrong, Brooks & Riemenschneider, 2015;Bhattacherjee, 2001, Seddon & Kiew, 1996Venkatesh, Thong & Xu, 2012).…”

Section: Quantitativementioning

confidence: 99%

Teachers’ intention to continue using virtual learning environment (VLE): Malaysian context

Awang

Aji

Aslamiah

et al. 2018

J. Technol. Sci. Educ.

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Malaysian teachers have been using Virtual Learning Environment (VLE) technology in their instructional activities since it was introduced by the Ministry of Education in 2012. This study aimed to measure Malaysian teachers’ level of intention to continue using VLE technology and investigate factors influencing teachers’ decision to keep using VLE into teaching and learning process. Implementing sequential explanatory design, we addressed 850 questionnaires and conducted interview with 10 teachers. After data screening procedure, only 643 questionnaires were usable and measurable in the data analysis. Fifty-one teachers answered the open ended question included in the questionnaire. We further asked questions adapted from the data analysis of the questionnaires to ten teachers. The results of the study informed that the overall mean score of teachers’ intention to continue using VLE is 4.21. This mean score indicated that the intention to continue using VLE technology among the Malaysian teachers is at the moderate level. Despite this, the percentage of the teachers with high intention to use VLE whenever they have access is higher than those with the low intention. Qualitatively, accessibility factor was the main factor experienced by the participants of this study reducing the VLE integration into teaching. Further investigation is necessary to study the factors and suitable planning and policy that contribute to the intention to continue using VLE among Malaysian teachers.

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Section: Quantitativementioning

confidence: 99%

Teachers’ intention to continue using virtual learning environment (VLE): Malaysian context

Awang

Aji

Aslamiah

et al. 2018

J. Technol. Sci. Educ.

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“…Service quality is defined as the quality that consumer gets from the services offered by service providers. (5). Service quality is also defined as a gap between customers' perception and their expectation of the service (6).…”

Section: Literature Reviewmentioning

confidence: 99%

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

Susan¹,

2018

IJET

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Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.

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“…Previous studies recommenced including service quality as notable measure of IS success, due to the expanded part of the IS department and the significance of IS in the recent years (Chiu et al2007;Dwivedi et al 2010). DeLone and McLean (2003) described it as the full assistance provided by the service provider, and applies regardless of whether this assistance is delivered by the IS department, a new organizational unit, or outsourced to an ISP.…”

Section: Service Quality → Perceived Satisfactionmentioning

confidence: 99%

Examining Success of Land Record Information Systems (LRMIS) in Pakistan: Validating an incorporated IS success model

Malik

Cai

Qamar

et al. 2016

ESJ

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Objective of this article is to investigate the success (by determining citizen’s intention to use and satisfaction) of Land Record Information Systems (LRMIS) from perspective of Pakistan. The success of this egovernment information system is investigated using an incorporated IS success model. Model formulated here features constructs such as System Quality, Service Quality, and Information Quality, Perceived Risk, Perceived Ease of Use, Perceived Satisfaction, Perceived Usefulness, Awareness, Trust, Information Security and Behavioral Intention. The suggested incorporated research model of IS was validated using feedbacks taken from 250 citizens across different cities of Pakistan. Verifiable findings showed the positive and substantial linkage between all 17 hypothesized associations of 10 different constructs. Validated data-based outcomes and argumentations provided in this research can help government to enrich upon and to completely avail the potentiality of LRMIS as serviceable and an effective computer system toward a digital, secure, lucid and uncorrupted society.

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Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider

Cited by 25 publications

References 26 publications

Teachers’ intention to continue using virtual learning environment (VLE): Malaysian context

Teachers’ intention to continue using virtual learning environment (VLE): Malaysian context

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

Examining Success of Land Record Information Systems (LRMIS) in Pakistan: Validating an incorporated IS success model

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