Exploring the interplay between website quality and consumer purchase behavior in e-commerce after the COVID-19 pandemic: A study of Shopee Vietnam

This study aims to analyse the quality and effectiveness of e-filling application by Indonesia tax payer. The theory adopted IS Success DeLone and McLean using three variables to measure the effectiveness of e-filling include user satisfaction, information quality, system quality, and service quality. Data collected through surveys conducted to taxpayers who have used Tax e-filling. PLS SEM and path analysis was applied to test the influences of the quality antecedents to user satisfaction with IS. The finding reveal that path coefficients provided a measure of the importance of each quality antecedent. The result show that Information quality, system quality, and service quality are increasing taxpayer satisfaction. This result also give evidence that the information quality, quality of system and service quality used by the organization positively affects the level of satisfaction of taxpayers. This study gives suggestion for Directorate General of Taxes could be sought by improving and increasing the information quality, system quality, use, and user satisfaction on e-filing system. This research gives empirical value that information quality, system quality and service quality have significant and positive effects on tax payers’ satisfaction. Keyword: Information Quality, System Quality, Service Quality, Tax Payer Satisfaction

Establishing e-customer loyalty in e-commerce, which is the form of commerce of our age, is quite difficult compared to traditional commerce. There are many options for customers. In this context, e-commerce businesses should design their websites according to the wishes and needs of their customers to gain an advantage over their competitors. This study aims to reveal the effect of information quality, system quality, service quality, and user friendliness of e-commerce websites and the net benefit on e-customer loyalty. To examine these variables, a questionnaire was applied to 506 customers of a shopping mall in Istanbul with 8 branches. The collected data were analyzed with statistical package programs used in the social sciences. A positive and significant relationship was observed between website information quality, website system quality, website service quality, website user-friendliness, net benefit, and e-loyalty. As a result of the regression analysis, a positive and significant effect of the website's information quality, system quality, service quality, user-friendliness, and net benefit on e-customer loyalty was observed. Information quality alone does not affect e-customer loyalty. The disclosure rate of the model is 87.5%.

A Study on Influencing Factors for Customer Satisfaction and Use Continuance in SNS of Banks

This study evaluates the quality of Zalora’s website and its impact on consumer purchase decisions in Malaysia. By focusing on key website quality attributes such as information quality, system quality, service quality, and design quality, this research aims to identify which factors most significantly influence consumer behaviour. Using a structured questionnaire, data was collected from 258 respondents, and multiple linear regression analysis was employed to assess the relationships between these variables. The findings indicate that information quality and system quality have a significant positive impact on consumer purchase decisions, highlighting the importance of accurate product information and a user-friendly interface. Conversely, service quality and design quality were found to have a less significant influence. These results provide valuable insights for e-commerce businesses seeking to enhance their online platforms to better meet consumer expectations and improve their competitiveness in the market.

This study aims to analyze the influence of system quality, information quality, and service quality on user satisfaction in virtual account payment systems implemented at Pesantren Darunnajah. The increasing adoption of digital payment solutions in educational institutions underscores the need for reliable systems that ensure convenience, security, and efficiency. Using the Technology Acceptance Model (TAM) as a theoretical framework, data were collected through a survey of 36 respondents, including guardians and staff, and analyzed using multiple linear regression. The findings reveal that system quality, information quality, and service quality all have a significant positive effect on user satisfaction, with service quality emerging as the most influential factor. These results highlight the importance of responsive support and accurate information in enhancing user experience. The study contributes to the literature on digital payment adoption in Islamic educational institutions and provides practical insights for improving service delivery. Future research should explore additional factors such as security, interface design, and user trust to broaden understanding of technology acceptance in similar contexts.

This study aims to determine the effect of Academic Information System Quality, Information Quality and Service Quality on Student Satisfaction in the Accounting study program at the Faculty of Economics and Business, Jenderal Achmad Yani University. This study uses quantitative data with a descriptive-associative approach. The analysis technique used is Probability Sampling and Simple Random Sampling with 305 samples from a population of 1,283 active students of the Accounting study program class of 2017-2022. The research data was obtained directly from the original source from the Google form by distributing questionnaires to respondents online. The results showed that partially the Quality of Academic Information Systems had a negative and significant effect on Student Satisfaction, while Information Quality had a positive and significant effect on Student Satisfaction and Service Quality had a positive and significant effect on Student Satisfaction. While simultaneously the Quality of Academic Information Systems, Information Quality and Service Quality have a significant effect on Student Satisfaction.
 Keywords: Academic Information System Quality, Information Quality, Service Quality

PurposeThe purpose of this paper is to assess whether quality antecedents and individual characteristics can influence faculty members’ continued usage intention of electronic resources (e-resources) in selected public universities in Tanzania.Design/methodology/approachA total of 204 faculty members participated in the study from three public universities in Tanzania. The study used structural equation modelling, ANOVA and t-tests to perform analyses.FindingsBetter educated and middle-aged faculty members with a wide experience of using e-resources are more likely to continue using e-resources. Information quality had positive relationship with continued usage intention of e-resources while service quality had indirect impact to continued usage intention through information quality and system quality.Originality/valueBased on the DeLone and McLean information systems success model, this study integrates quality factors (information, service and system quality) and individual characteristics as antecedents to the continued usage intention of e-resources. The study comprehensively documents empirical findings on impacts of quality factors and individual characteristics on e-resources in a developing country. The study reveals results that are useful for enhancing usage of e-resources by faculty in other institutions with similar conditions.

Background: Increasing use of hospital information systems (HIS) underscores the need to evaluate their impact on User Satisfaction and Perceived Net Benefits. This study investigated the connections among outsourced System Quality, Information Quality, Service Quality, Perceived Usefulness, User Satisfaction, and Perceived Net Benefits in the context of Malaysian public hospitals. Methods: Data were collected from 1,376 healthcare personnel across six public hospitals and analyzed using structural equation modeling through analysis of moment structures grounded in the DeLone and McLean Information Systems Success Model. Results: System and Service Qualities significantly influenced User Satisfaction and Perceived Usefulness, while Information Quality impacted Satisfaction indirectly. Perceived usefulness emerged as the strongest predictor of Perceived Net Benefits, followed by User Satisfaction, emphasizing their crucial mediating roles. Service Quality substantially impacted user perceptions, highlighting the relevance of technical support and system reliability. Conversely, Information Quality had a less direct effect, reflecting its dependence on user satisfaction for driving benefits. Conclusions: These results underscore the relevance of improving System and Service Qualities to enhance HIS effectiveness. The practical implications include prioritizing system upgrades, responsive support, and user training to maximize satisfaction and perceived benefits.

This study aims to find out how the influence of information quality, system quality, service quality, and security, on user satisfaction in the OVO application in Denpasar. This study uses a quantitative approach, data processing methods using SEM-PLS. used is SmartPLS 3.0. The population of this study are users of the OVO digital payment system in Denpasar. The sample was determined based on cluster sampling technique and random sampling, with a sample of 96 respondents. The results of this study prove that of the 10 hypotheses made there are 7 hypotheses that are accepted, namely the relationship between system quality and use, the relationship between system quality and user satisfaction, information quality and user satisfaction, service quality and use, service quality and user satisfaction, the relationship between use and net benefit and user satisfaction relationship to net benefit, and 3 hypotheses with results rejected namely information quality to use, security relationship to use and security relationship to user satisfaction.

Purpose of the study: This research aims to examine the influence of system quality, information quality, and service quality of the Rail Ticketing System (RTS) on customer satisfaction among PT. Kereta Api Indonesia passengers in Medan City. Materials and methods: A quantitative cross-sectional study was conducted with 385 passengers of PT. Kereta Api Indonesia in Medan City, Indonesia, selected through purposive sampling. Data were collected using structured questionnaires measuring system quality, information quality, service quality, and customer satisfaction. Statistical analyses included descriptive statistics, Pearson correlation analysis, and path regression analysis using SPSS version 28. Results: The findings revealed that system quality (β = 0.324, p < 0.001), information quality (β = 0.287, p < 0.001), and service quality (β = 0.391, p < 0.001) significantly and positively influenced customer satisfaction. The model explained 68.4% of the variance in customer satisfaction (R² = 0.684). Service quality demonstrated the strongest impact on customer satisfaction, followed by system quality and information quality. Conclusions: All three quality dimensions of RTS significantly contribute to customer satisfaction, with service quality being the most influential factor. These findings suggest that PT. Kereta Api Indonesia should prioritize service quality improvements while maintaining high standards in system and information quality to enhance overall customer satisfaction.

The primary purpose of this study was to examine the influencing factors of outcomes utilizing K-MOOC credit based on the Information System Success Model. Participants were 186 K-MOOC learners enrolled for credit. A hypothetical model was composed of information quality, system quality, and service quality as exogenous variables, use, satisfaction, net benefit, and persistence intention as endogenous variables (outcomes). The results of this study using structural equation model analysis are as follows: First, information quality and system quality significantly affected use and satisfaction. Service quality did not affect outcomes. Second, use and satisfaction significantly affected net benefit and persistence intention. These results imply that information quality, system quality, use, satisfaction and net benefit should be considered when designing and developmenting K-MOOC. This study proposed strategies for the successful use of K-MOOC for credit.

This study aims to examine the level of real use and satisfaction of ERP users in banking companies in the West Sumatra region. The analysis was carried out by examining the effect of system quality, information quality and service quality on the level of real use and satisfaction of ERP users in banking companies in West Sumatra. Data acquisition was carried out by survey techniques through questionnaires to 140 employees from 4 government banks in West Sumatra (ERP users). A total of 89 data can be processed in this study. Multiple regression statistical tests are used to test hypotheses. Regression test results on model I indicate that there is no influence on the quality of information systems, information quality and service quality at the level of real use of Enterprise Resource Planning. While the test results in model II show that there is an influence of the quality of the information system, information quality and service quality on the satisfaction of users of Company Resource Planning.

Despite numerous frameworks and models proposed in the literature, Information Systems (IS) assessment still remains elusive. In addition, little agreement exists on the contribution of the IS function within an organization and on how IS is related to the other organizational dimensions. Frameworks that show the relationship between IS and the organization are in the developmental stage and this work proposes a more comprehensive framework to assist in better understanding the relationship between IS and organizational quality. This research examines two popular IS quality assessment frameworks - Malcolm Baldrige National Quality Award (MBNQA) and Information Systems Assessment (ISA) - and suggests a new framework, IS-MBNQA. This work integrates these two IS quality assessment frameworks into a single comprehensive model that provides a holistic view on how IS quality is interrelated to organizational quality. The existing two IS assessment frameworks attempted to measure IS quality at different levels within an organization. The MBNQA model is the most comprehensive quality framework because it takes an organization wide perspective. On the other hand, ISA employs an IS specific perspective and reflects the relationships of eight major IS success dimensions. ISA is a modified version of DeLone & McLean's model with the inclusion of a success factor for Service Quality. For this study, survey instruments are developed from the MBNQA and ISA frameworks and they are consolidated to allow testing of the single IS-MBNQA framework. Exploratory factor analysis is performed for instrument refinement and confirmatory factor analysis for validity of the models. The instruments developed in this work are utilized as a foundation for identifying the relationships among the dimensions within and between each model. A major contribution of this work is the validation of the 2000 MBNQA model and the extension of existing models/frameworks to better explain the IS contribution to an organization.

Since the needs for academic management are always changing, the creation of academic information systems must focus on user benefits and satisfaction in order to gauge how successful academic management systems are. This research uses the Delone and McLean IS Success Model which is known as one of the system success models, so the aims to ascertain the effects of system, information, and service quality, as well as usage rate, on benefits and user satisfaction SIAKAD system. Respondents were determined using the Slovin formula and taken using proportionate stratified random sampling techniques as many as 100 people. Descriptive analysis was carried out to explain respondents' perceptions and evaluate the success of the system using Three levels of communication were used to measure the success of the system: technical, semantic, and effectiveness levels. The Delone and Mclean IS Success Model's variable relationships were investigated using SEM-PLS analysis. Hypothesis testing results indicate that User Satisfaction is significantly impacted by Information; System; and Service Quality, then Information Quality also significantly affects Usage; and Net Benefits are significantly impacted by User Usage and Satisfaction; however, neither System Quality nor Service Quality significantly affects Use or Use on User Satisfaction.

This study aimed to analyze the effect quality of information system and quality of information on user satisfaction of e-filing system. The object of the research is conducted at the Tax Services Office (KPP) Pratama Karanganyar, using sample of 100 respondent with purposive sampling technique. Collecting data using questionnaire techniques, data analysis techniques using multiple linear regression analysis. The conclusion of each hypothesis test results show that (1) quality of information system have significant effect on user satisfaction of e-filing system. (2) quality of information have significant effect on user satisfaction of e-filing system. Implication of this study, increased the quality of information system and quality of information can influencing increased on user satisfaction of e-filing system. Keywords: quality of information system, quality of information, user satisfaction of e-filing system