Quality and effectiveness in Web-based customer support systems

Negash, Solomon; Ryan, Terry; Igbaria, Magid

doi:10.1016/s0378-7206(02)00101-5

Cited by 369 publications

(260 citation statements)

References 71 publications

Supporting

Mentioning

228

Contrasting

Unclassified

Order By: Relevance

“…This model expands the core set of system and information quality characteristics to include those that prior research analyzing system admins' work practice has suggested (Velasquez & Weisband, 2008). We exclude service quality (e.g., Chen, 2010;Negash, Ryan, & Igbaria, 2003) from the model because system admins provide rather than consume a service. Testing this model will provide further empirical evidence on which characteristics one should include in the core set of system characteristics and can also inform practitioners regarding which features they should implement.…”

Section: Timelinessmentioning

confidence: 99%

The Integrated User Satisfaction Model: Assessing Information Quality and System Quality as Second-Order Constructs in System Administration

Forsgren¹,

Durcikova²,

Clay³

et al. 2016

CAIS

View full text Add to dashboard Cite

Abstract:While many studies have investigated the relationship between information systems (IS) characteristics and IS use, the results have been inconsistent. We argue that this inconsistency may be due to the modeling of information and system quality and the importance of the system usage context. We extend Wixom and Todd's (2005) integrated model of IS satisfaction by proposing and modeling information and system quality as second-order constructs and by testing the model in the system administration context. Our findings provide support for modeling information and system quality as second-order constructs in the integrated model. Furthermore, our findings support using additional constructs, unique to the context studied, in the integrated model. We contribute to current literature by 1) enhancing the construct validity of information and system quality, which ultimately improves statistical conclusion validity and internal validity for studies that focus on information and system quality; and 2) testing the extended model in the system administration context. Our findings suggest that future research should measure information quality and system quality as second-order constructs and that including context-specific information and system characteristics provides researchers and practitioners with a better understanding of IS characteristics important in system administration.

show abstract

Section: Timelinessmentioning

confidence: 99%

The Integrated User Satisfaction Model: Assessing Information Quality and System Quality as Second-Order Constructs in System Administration

Forsgren¹,

Durcikova²,

Clay³

et al. 2016

CAIS

View full text Add to dashboard Cite

show abstract

“…In the con text of end user computing information quality is assessed literature in information Systems has investigated infor mation quality in terms of objectivity, credibility, timeli ness, sufficiency and understandability (Bailey and Pearson 1983, Mahmood and Medewitz 1985, Negash et al 2003. Research in marketing focuses effective persuasion while measuring information quality.…”

Section: Perceived Information Quality and E-retailer's Agilitymentioning

confidence: 99%

An Empirical Investigation on E-Retailer Agility, Customer Satisfaction, Commitment and Loyalty

Roy

Raju

Мандал

2017

Business: Theory and Practice

View full text Add to dashboard Cite

Abstract. Internet has changed the way retailers do their business. They have gone electronic and are now termed as eretailers. These e retailers face huge competition in securing their loyal customer base. In our study, we suggest that if eretailers provide good information and system quality to their consumers and in turn show agility to resolve their issues, eretailers may develop loyal customers. In our study, we propose a model to provide understanding of this process by studying the antecedents and consequences of eretailers' agility. Partial least squares were used for testing the proposed relationships. The empirical findings based on 222 completed responses suggest that information quality and system quality of eretailer website can be a factor in consumers perceiving eretailers to be agile. Also, this results in customer loyalty.

show abstract

“…They found that service recovery potentially influences user satisfaction, repurchase intention and the failure of online services. Several authors mentioned quality as a determinant that can contribute to customer satisfaction and influence repurchase intention (AlHawari, 2011;Negash et al, 2003;Yang and Fang, 2004). Negash et al (2003) argued that quality of system, service and information determine the effectiveness of the system and at the same time is reflected the satisfaction of users.…”

Section: Framework For Online Servicesmentioning

confidence: 99%

“…Several authors mentioned quality as a determinant that can contribute to customer satisfaction and influence repurchase intention (AlHawari, 2011;Negash et al, 2003;Yang and Fang, 2004). Negash et al (2003) argued that quality of system, service and information determine the effectiveness of the system and at the same time is reflected the satisfaction of users. Bhattacharya et al (2012) in their e-government portal study, found factors such as transaction transparency and usefulness of information were positively significant with e-service quality.…”

Section: Framework For Online Servicesmentioning

confidence: 99%