IT Operation Services: Impacts of Maturity Levels of IT Governance on Online Stores in West Kalimantan

Kosasi, Sandy; Prabowo, Harjanto; Budiastuti, Dyah; Vedyanto, Vedyanto

doi:10.1109/citsm.2018.8674306

“…All of these indicators represent three main constructs and IT governance turns out to have the highest value, meaning that online stores have understood and implemented it well based on company needs. Such findings are of great fundamentality since IT governance is greatly considered as a major complication when boosting E-service quality [2,6,13,14]. Additional triangulation applied is through interviews conducted with five key informants with the following assertions:…”

Section: Resultsmentioning

confidence: 99%

Boosting E-Service Quality through IT Service Management of Online Stores

Kosasi¹,

Vedyanto²,

Yuliani³

2019

EECSI

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The intention of conducting such the research was to evaluate mediating roles of IT service management on information system success model and IT governance, further boosting E-service quality. A method combining convergent triangulation and an explanatory, follow-up design was implemented. The population engaged middle-up online stores that have marketed products online in five-year time in West Kalimantan. Questionnaires were completed by 99 out of 112 managers. Quantitative analysis was performed through SEM-PLS. In-depth interviews and FGDs with 5 key informants, however, yielded data used for qualitative analysis. Results conclusively reveal that information system success model is insignificant for E-service quality despite direct, positive influences gained. In other words, the business success of online stores has no reliance on this type of model. The focus should be on IT governance reinforcing IT service management. The fact is supported by qualitative findings emphasizing that such the governance is eminently influenced by information system success model and it is requisite to actualize IT service management for progressed E-service quality.

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“…Likewise, the one focusing on services of IT operation of online stores [19] resulted in the average of 2.653.…”

Section: Impacts Of It Governance In Expanding Market Shares Of Onlin...mentioning

confidence: 99%

Impacts of IT Governance in Expanding Market Shares of Online Stores

Kosasi¹

2019

IJATCSE

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IT governance maturity values are a crucial facet used for recognition of contributions of service quality of IT operation when assuring perpetuity of expanding market shares of online stores. This can become a benchmark used to further evaluate existing gaps in enhancing service quality of IT operation. In this study, the whole respondents referred to 99 business managers of middle-up online stores. A purposive sampling technique was in implementation. Instruments used represented lists of questions based on processes in which each was divided based on levels. Each level was then divided based on Likert Scales. This study intended to gain more complete findings of improving conduct of IT process values performing as limitation of actualizing service quality of IT operation in assuring perpetuity of expanding market shares of online stores in West Kalimantan. Findings (2.437, 2.433, 2.423, 2.488, 2.423, and 2.481) consecutively for PO8, PO9, DS7, DS13, ME1, and ME4 show that maturity values of are smaller than 2.50. The fact shows that several IT processes remain at Position 2 (repeatable but intuitive).

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“…It is further found that the culture becomes a primary hindrance of raising awareness of online transaction security [12]. Besides, IT service quality of online stores ineffectively, inefficiently, and inaccurately facilitates purchases and deliveries of products to fulfill customers' needs and expectations [13,14]. Finally, availability and consistency of delivering information services in online transaction are uncertain [15].…”

Section: Introductionmentioning

confidence: 99%

Boosting E-Service Quality through IT Service Management of Online Stores

Kosasi¹,

Vedyanto²,

Yuliani³

2019

EECSI

Self Cite

0

View full text Add to dashboard Cite

The intention of conducting such the research was to evaluate mediating roles of IT service management on information system success model and IT governance, further boosting E-service quality. A method combining convergent triangulation and an explanatory, follow-up design was implemented. The population engaged middle-up online stores that have marketed products online in five-year time in West Kalimantan. Questionnaires were completed by 99 out of 112 managers. Quantitative analysis was performed through SEM-PLS. In-depth interviews and FGDs with 5 key informants, however, yielded data used for qualitative analysis. Results conclusively reveal that information system success model is insignificant for E-service quality despite direct, positive influences gained. In other words, the business success of online stores has no reliance on this type of model. The focus should be on IT governance reinforcing IT service management. The fact is supported by qualitative findings emphasizing that such the governance is eminently influenced by information system success model and it is requisite to actualize IT service management for progressed E-service quality.

show abstract

IT Operation Services: Impacts of Maturity Levels of IT Governance on Online Stores in West Kalimantan

Cited by 7 publications

References 24 publications

Boosting E-Service Quality through IT Service Management of Online Stores

Boosting E-Service Quality through IT Service Management of Online Stores

Impacts of IT Governance in Expanding Market Shares of Online Stores

Boosting E-Service Quality through IT Service Management of Online Stores

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