Based on the expectancy disconfirmation theory, this study proposes a decomposed technology acceptance model in the context of an e-learning service. In the proposed model, the perceived performance component is decomposed into perceived quality and perceived usability. A sample of 172 respondents took part in this study. The results suggest that users' continuance intention is determined by satisfaction, which in turn is jointly determined by perceived usefulness, information quality, confirmation, service quality, system quality, perceived ease of use and cognitive absorption.

/pdf/understanding-e-learning-continuance-intention-an-extension-33szhub1o6.pdf

Understanding e-learning continuance intention: An extension of the Technology Acceptance Model

The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services

Purpose – This paper reviews 20 years (1988‐2008) of research on the SERVQUAL scale for measuring service quality.Design/methodology/approach – A range of studies that have applied the SERVQUAL scale in this 20‐year period are examined in a non‐exhaustive review of the literature. These studies are selected from well‐known databases – such as “ABI/Inform”, “ScienceDirect”, and “EBSCOhost”.Findings – The paper identifies and summarizes numerous theoretical and empirical criticisms of the SERVQUAL scale. Despite these criticisms, the paper concludes that SERVQUAL remains a useful instrument for service‐quality research.Originality/value – The paper provides a useful source of information on SERVQUAL and its applications. In particular, the paper summarizes a selection of 30 applications of SERVQUAL.

A review of twenty years of SERVQUAL research

Evaluating E-learning systems success : an empirical study

This study investigates website quality factors, their relative importance in selecting the most preferred website, and the relationship between website preference and financial performance. DeLone and McLean's IS success model extended through applying an analytic hierarchy process is used. A field study with 156 online customers and 34 managers/designers of e-business companies was performed. The study identified different relative importance of each website quality factor and priority of alternative websites across e-business domains and between stakeholders. This study also found that the website with the highest quality produced the highest business performance. The findings of this study provide decision makers of e-business companies with useful insights to enhance their website quality.

http://web.nchu.edu.tw/~pfsum/ECPM/2006DSS-Website-Quality-Business-Success.pdf

Investigating the effect of website quality on e-business success: an analytic hierarchy process (AHP) approach

This study proposes and tests a model of library success that shows how information service quality relates to other variables associated with success. If service quality affects success, then it should be possible to compare service quality to other variables believed to affect success. A modified version of the SERVQUAL instrument was evaluated to determine how effectively it measures service quality within the information service industry. Instruments designed to measure information center success and information system success were evaluated to determine how effectively they measure success in the library system application and how they relate to SERVQUAL. Responses from 385 end users at two US Army Corps of Engineers libraries were obtained through a mail survey. Results indicate that service quality is best measured with a performance-based version of SERVQUAL, and that measuring importance may be as critical as measuring expectations for management purposes. Results also indicate that service quality is an important factor in success. The findings have implications for the development of new instruments to more effectively measure information service quality and information service success as well as for the development of new models that better show the relationship between information service quality and information service success.

A service quality and success model for the information service industry

A comparison of Magal's service quality instrument with SERVPERF

Using a library information system in an engineering research environment, this paper investigates the service quality perceptions of professional information system users. This paper also examines the relationship between the relative importance allocated by the system’s users to each of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument) as measured by the points allocated to that dimension and the ratings provided for the individual items of the dimension. Findings suggest that users rate system responsiveness and reliability above other service quality dimensions. Moderating influences in SERVPERF include gender and pressure to perform. We conclude that (1) companies that provide client services and (2) designers of information systems that interface with users should emphasize responsiveness and reliability; in cases of limited user resources, responsiveness and reliability should be emphasized over other SERVPERF performance dimensions. We also conclude that the use of SERVPERF is nuanced and that moderating influences may affect measurement results.

/pdf/measuring-is-system-service-quality-with-servqual-users-3p25aabamq.pdf

Hollis Landrum

Papers

A service quality and success model for the information service industry

A service quality and success model for the information service industry

A comparison of Magal's service quality instrument with SERVPERF

Measuring is system service quality with servqual: users perceptions of relative importance of the five servperf dimensions

The moderating effect of occupation on the perception of information services quality and success