Open Access

SAIS Service Quality and Student’s Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience


Cite

[1] Barnes, S.J. and Vidgen, R.T., 2002. An Integrative Approach to the Assessment of E-Commerce Quality. Journal of Electronic Commerce Research, 3(3), pp.114-127.Search in Google Scholar

[2] Chang, M-Y, Chen, K., Pang, C., Chen, C-M and Yen, D.C., 2013. A Study on the Effects of Service Convenience and Service Quality on Maintenance Revisit Intentions. Computer Standards & Interfaces, 35(2), 187-194.10.1016/j.csi.2012.08.002Search in Google Scholar

[3] Chen, F.F., Sousa, K.H. and West, S.G., 2005. Testing Measurement Invariance of Second-order Factor Models. Structural Equation Modeling, 12(3), pp.471-492.10.1207/s15328007sem1203_7Search in Google Scholar

[4] Chin, W.W., 1998. The Partial Least Squares Approach to Structural Equation Modeling. In: G.A. Marcoulides (ed.). Modern Methods for Business Research, pp.295-336. New Jersey: Lawrence Erlbaum Associates.Search in Google Scholar

[5] DeLone, W.H. and McLean, E.R., 2003. The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal Management of Information System, 19(4), pp.9-30.10.1080/07421222.2003.11045748Search in Google Scholar

[6] Essen, A. and Conrick, M., 2008. New E-service Development in the Homecare Sector: Beyond Implementing a Radical Technology. International Journal of Medical Informatics, 77, pp.679-688.10.1016/j.ijmedinf.2008.02.001Search in Google Scholar

[7] Hair Jr, J. f., Hult, G.T.M., Ringle, C. and Sarstedt, M., 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLSSEM). Sage Publications.10.15358/9783800653614Search in Google Scholar

[8] Hair, J.F., Ringle, C.M., and Sarstedt, M., 2011. PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), pp.139-152.10.2753/MTP1069-6679190202Search in Google Scholar

[9] Heinonen, K., 2006. Temporal and Spatial E-service Value. International Journal of Service Industry Management, 17(4), p.380-400.10.1108/09564230610680677Search in Google Scholar

[10] Jay, C., 2004. E-Services: Satisfying Customers Online. Available at http://www.buzzle.com/editorials/3-25-2004-52145.asp.Search in Google Scholar

[11] Johnson, M.D. and Fornell, C., 1991. A Framework for Comparing Customer Satisfaction across Individuals and Product Categories. Journal of Economic Psychology, 12(2), pp.267-286.10.1016/0167-4870(91)90016-MSearch in Google Scholar

[12] Kaura, V., Prasad, S.D., Chalasani and Sharma, S., 2015. Impact of Service Quality, Service Convenience and Perceived Price Fairness on Customer Satisfaction in Indian Retail Banking Sector. Management and Labour Studies, 39(2), pp.127-139.10.1177/0258042X14558188Search in Google Scholar

[13] Kaura, V., 2013. Service Convenience, Customer Satisfaction, and Customer Loyalty: Study of Indian Commercial Banks. Journal of Global Marketing, 26, pp.18-27.10.1080/08911762.2013.779405Search in Google Scholar

[14] Kim, J. and Lee, J., 2002, Critical Design Factors for Successful E-commerce Systems. Behaviour and Information Technology, 21(3), pp.185-189.10.1080/0144929021000009054Search in Google Scholar

[15] Kim, M., Kim, J.H. and Lennon, S.J., 2006. Online Service Attributes Available on Apparel Retail Web Sites: An E-S-QUAL Approach. Managing Service Quality, 6(11), pp.51-77.10.1108/09604520610639964Search in Google Scholar

[16] Kitsios, F., Stefanakakis, S., Kamariotou, M. and Dermentzoglou, L., 2019, E-service Evaluation: User Satisfaction Measurement and Implications in Health Sector. Computer Standards and Interfaces, 63, pp.16-26.10.1016/j.csi.2018.11.002Search in Google Scholar

[17] Lee, G-G. and Lin, H-F., 2005. Customer Perceptions of E-Service Quality in On-Line Shopping. International Journal of Retail and Distribution Management, 33(2), pp.161-176.10.1108/09590550510581485Search in Google Scholar

[18] Duarte, P., Costa e Silva, S. and Ferreira, M.B, 2018. How Convenient is it? Delivering Online Shopping Convenience to Enhance Customer Satisfaction and Encourage e-WOM. Journal of Retailing and Consumer Services, 44(C), pp.161-169.10.1016/j.jretconser.2018.06.007Search in Google Scholar

[19] Mandel, M.J. and Hof, R.D., 2001. Rethinking the Internet. Retrieved from http://www.businessweek.com/stories/2001-03-25/rethinking-the-internet.Search in Google Scholar

[20] Muhammad Shoaib Farooq, Maimoona Salam, Alain Fayolle, Norizan Jaafar and Kartinah Ayupp, 2018. Impact of Service Quality on Customer Satisfaction in Malaysia Airlines: A PLSSEM Approach. Journal of Air Transport Management, 67, pp.169-180.10.1016/j.jairtraman.2017.12.008Search in Google Scholar

[21] Muhammad Zulhelmi, A.S., Salim, A.T., Sabainah, B. and Maria, M.S., 2018. Services Attributes, Customer Satisfaction and Return Usage: A Case of Uber Malaysia. Journal of Tourism, Hospitality and Culinary Arts, 10(2), pp.81-103.Search in Google Scholar

[22] Narayan, B., Rajendran, C. and Sai, L.P., 2008. Scales to Measure and Benchmark Service Quality in Tourism Industry: a Second-order Factor Approach. Benchmarking: An International Journal, 15(4), pp.469-493.10.1108/14635770810887258Search in Google Scholar

[23] Nunkoo, R., Teeroovengadum, V., Thomas, P., and Leonard, L., 2017. Integrating Service Quality as a Second-order Factor in a Customer Satisfaction and Loyalty Model. International Journal of Contemporary Hospitality Management, 29(12), pp.2978-3005.10.1108/IJCHM-11-2016-0610Search in Google Scholar

[24] O’Brien, J.A., 2002. Management Information System. McGraw-Hill, Irwin, Boston, p.16.Search in Google Scholar

[25] Parasuraman, A., Zeithaml, V. and Berry, L., 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), pp.12-37.Search in Google Scholar

[26] Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1985. A Conceptual Model of Service Quality and Implications for Future Research. Journal of Marketing, 49, pp.41-50.10.1177/002224298504900403Search in Google Scholar

[27] Raman, M., Stehenaus, R., Alam, N. and Kuppusamy, M., 2008. Information Technology in Malaysia: E-Service Quality and Uptake of Internet Banking. Journal of Internet Banking and Commerce, 13(2), pp.1-18.Search in Google Scholar

[28] Rizwan, A., Leifu, G., Muhammad Yasir, R. and Mudassar, H., 2015. Role of Perceived Value, Customer Expectation, Corporate Image and Perceived Service Quality on the Customer Satisfaction. The Journal of Applied Business Research, 31(4), pp.1425-1436.10.19030/jabr.v31i4.9328Search in Google Scholar

[29] Rowley, J., 2006. Information Marketing. Burlington, USA: Ashgate Pub Co.Search in Google Scholar

[30] Roy, A.K., Shekhar, V., Lassar, W.M. and Chen, T., 2018. Customer Engagement Behaviors: The Role of Service Convenience, Fairness and Quality. Journal of Retailing and Consumer Services, 44, pp.293-304.10.1016/j.jretconser.2018.07.018Search in Google Scholar

[31] Santos, J., 2003. E-service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality: An International Journal, 13(3), pp.233-246.10.1108/09604520310476490Search in Google Scholar

[32] Sivadas, E., Baker-Prewitt, J.L., 2000. An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store Loyalty. International Journal of Retail and Distribution Management, 28(2), pp.73-82,10.1108/09590550010315223Search in Google Scholar

[33] Suhaimi, M.Z.A., Talib, S.A., Bachok, S. and Saleh, M.M., 2018. Service Attributes, Customer Satisfaction and Return Usage: A case of Uber Malaysia. Journal of Tourism, Hospitality & Culinary Arts, 10(2), pp.81-103.Search in Google Scholar

[34] Zeithaml, V.A., Parasuraman, A., and A. Malhotra, 2000. A Conceptual Framework for Understanding E-service Quality: Implications for Future Research and Managerial Practice. Working Paper, Report No. 00-115, Marketing Science Institute, Cambridge.Search in Google Scholar