Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context

Enabling a transformative service system by modeling quality dynamics

“…This study defines service system quality (SSQ) as user's judgment of, or impression about, a service system's overall excellence or superiority which is consistent with the generic definitions in services' literature (Andaleeb, 2008;Brady and Cronin, 2001;Dagger et al, 2007;Gronroos, 2000;Grönroos, 1984;Parasuraman et al, 1988) . Overall, the study identifies that conceptualization and measurement of service quality in reference disciplines (e.g., marketing, information systems) is based on users' perceptions (Dagger et al, 2007;Parasuraman et al, 2005) in specific contexts (Jia et al, 2008;Xu et al, 2013).…”

Satisfaction Evaluation of Perceived Performance Service Delivery Quality Dimensions in Malaysian Private Higher Education Institutions

“…Through these the institution"s education system will be able to facilitate accurate educational reality and assessment on various aspects in managing the educational system which will enhance the concentration of the institution"s strategy and policy, financial effectiveness and students satisfaction (Dias & Diniz, 2014;Xu et al, 2013;Vatta & Bhatara, 2013;Lee & Ryu, 2013;Lai et al, 2011;Pougatchev & Kulkarni, 2011).…”

“…As interpreted in their study, Pougatchev & Kulkarni, (2011) highlighted that information system is the most important attribute to successful management of any organisation, not failing the educational institution. The ability to understand and work with it by applying modern management principles and techniques effectively for business success continuity is an important element (Xu et al, 2013;Zhang, 2013;Pougatchev & Kulkarni, 2011).…”

“…Technology knowledge society is currently an integral part of life of any consumer and the result of exponential growth in technology and the system on the number of users (Hung, Chang, Eng, & Wong, 2013;Xu, Benbasat & Cenfetelli, 2013).…”

Investigating the construct validity of quality measures influencing online shopping in a South African context

“…Al-Debei et al (2014:710) state that a shopping website using web technologies to manage its processes can be referred to as an information system. Xu et al (2013) state that from consumers' perspectives, it is relevant, appropriate and useful for a particular task (Kandari, 2010;Samsi et al, 2016). The content on a shopping website should therefore be complete and relevant to assist users when shopping online.…”