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1 – 10 of over 41000
Article
Publication date: 1 January 2012

Burcak Senturk

The customer is one of the most important elements which lie at the center of service organizations. Moreover, the customer is of strategic importance in directing the…

4190

Abstract

Purpose

The customer is one of the most important elements which lie at the center of service organizations. Moreover, the customer is of strategic importance in directing the service process and determining a final decision on this matter. Therefore, numerous studies have been carried out about the customer, in particular focusing on customer satisfaction. Archival institutions provide information and records services. As service organizations, the customers of archival institutions can be defined as those who make use of the archival institutions for the purpose of research. In this context, the term customer or user is also of importance for archival institutions, and thus, different strategies, methods and techniques should be developed and used in archival institutions to achieve and maintain user satisfaction. This paper aims to put strategies for archival institutions in order to provide user satisfaction.

Design/methodology/approach

In this research paper, the concept of user satisfaction in archival organizations is discussed as follows: 60 users of the Ottoman Archives were interviewed in order to determine the satisfaction norms of the archives users. A special survey was created for this process. With the answers that were provided in this survey, it was possible to determine the satisfaction criteria for the users of the Ottoman Archives. Finally, by using the satisfaction criteria, the “Satisfaction norms of archives users” were developed.

Findings

The concept of user satisfaction in archival organizations is emphasized in this study; in addition “Satisfaction norms of archives users”, which are essential for the satisfaction of the users, have been determined.

Originality/value

The paper recommends that archival institutions should consider different variables to gain user satisfaction and in this study, specific norms for archival institutions are produced.

Article
Publication date: 29 September 2021

Shampy Kamboj, Manika Sharma and Bijoylaxmi Sarmah

This study seeks to observe the association between mobile banking failures, use of m-banking and customer engagement to determine the contribution of user satisfaction

Abstract

Purpose

This study seeks to observe the association between mobile banking failures, use of m-banking and customer engagement to determine the contribution of user satisfaction towards m-banking as mediator between the aforementioned relationship.

Design/methodology/approach

This study proposes a Mobile Banking Failure Model (MBFM) by integrating four failure dimensions (functional, system, information and service) based on Tan's failure model and DeLone and Mclean's Information Success model. In this paper, data was gathered from 338 respondents, who were the customers of banks and regular users of m-banking services of their respective banks in India. A survey method was employed to collect data. Structure equation modelling (SEM) was used to analyse the collected data.

Findings

The results suggest that all m-banking failure dimensions (functional, system, information and service) affect the use of m-banking, which in turn affects user satisfaction towards m-banking and customer engagement. Additionally, this study found that user satisfaction towards m-banking acts as a partial mediator between the use of m-banking and customer engagement.

Research limitations/implications

The banking failure and its use by customers have been examined in the context of mobile banking in India only and thereby limits the generalization of results to other industry and country contexts.

Practical implications

The results of this paper will guide bank managers and policy planners in implementing MBFM in the Indian banking context, specifically for their m-banking apps.

Originality/value

The use of m-banking, user satisfaction towards m-banking and customer engagement have been added as three supportive variables to the basic Tan's failure model and DeLone and Mclean's Information Success model to examine the impact of m-banking failure on bank customers' usage behaviour. This is a novel addition to the extant literature, as most empirical works in this domain are from industries other than banking (specifically m-banking) and with differing contexts.

Details

International Journal of Bank Marketing, vol. 40 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

Open Access
Article
Publication date: 11 November 2021

Younghee Noh

This study surveyed users and librarians who have been transforming libraries into a complex cultural space by reflecting the trends of the times, investigated and…

Abstract

Purpose

This study surveyed users and librarians who have been transforming libraries into a complex cultural space by reflecting the trends of the times, investigated and analyzed various status of complex cultural spaces, including perceptional differences among different groups and made an attempt to present a direction for the diversification of library's role.

Design/methodology/approach

This study analyzes the difference between the level of importance and the level of satisfaction for the operational style and use of complex cultural spaces, current status and use of programs and services of libraries as well as the perceptual difference between librarians and users. In order to do so, opinions were collected from librarians who operate complex cultural spaces and users who use the spaces.

Findings

First, the study compared to see if there is a difference between the preferred complex cultural space of libraries and the type of complex cultural space actually provided by libraries. Libraries do not only have data spaces but also made education space, performance space, exhibition space, rest space, community space and experience space available for users. Users were found to more frequently use exhibition space, performance space, rest space and education space among other spaces whereas the utilization rate of community space and experience space was identified to be significantly low. Second, this study also compared to see if there is a difference between users' preference for the type of programs operated by library's complex cultural spaces and the actual programs offered. The comparison of perceived differences between librarians who are the operators of the programs and users who participate in the programs is to compare and improve the consistency of supply and demand. As a result, it was found that the supply and demand for educational programs were most consistent, which would lead to higher participation rate and enhanced operational performance and satisfaction with libraries. Lastly, investigations were carried out to see whether there is a difference in the levels of importance and satisfaction for the operation of complex cultural spaces and perceptional difference between libraries and users. Comprehensively analyzing the results, in the first quadrant of “Keep the Good Work,” librarians showed a higher level of perception compared to users. In particular, librarians were found to have a different perception towards programs (contents) compared to users. Based on such results, a systematic program must be considered when planning for library programs in order to increase uses' satisfaction. In addition, in the second quadrant of “Concentrate Here,” with a high importance and low satisfaction, users showed a high level of importance for programs (contents) whereas libraries identified accessibility as a more important factor, indicating a big perceptional difference between users and librarians.

Research limitations/implications

This study examines the differences between the opinions of operators who create complex cultural spaces and operate programs in the spaces and the opinions of users who participate in the spaces and programs, and it was found that no other studies in Korea and overseas have done the same yet. In addition, it carries a significant meaning in that it does not only investigate the perceptions towards importance and satisfaction, but also suggests improvement directions based on the perceptional differences between users and librarians. In other words, librarians who implement policies at actual sites seem to be able to reflect the results of this study and decide the operation direction of the library.

Originality/value

Users also participate in various services and programs that library's complex cultural spaces offer and enjoy their cultural life. It carries a significant meaning in that the study evaluates the importance-satisfaction of factors affecting the use of complex cultural spaces of libraries by examining perceptions of those users who actually have the experience of using library's complex cultural spaces when the number of libraries attempting to transform into a multicultural space increases. The study made an attempt to enrich the knowledge and understanding of users' visit/use of libraries, suggest improvement directions and factors to focus. Continuous efforts and additional studies must be made in order to vitalize library's complex cultural spaces and secure the position of a cultural facility as well as a communication space located at the heart of regional society.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 1 November 1986

Avi Rushinek and Sara Rushinek

The question of the location of computers, i.e. whether to have a centralised or decentralised processing system, is of particular concern to managers. A study carried out…

Abstract

The question of the location of computers, i.e. whether to have a centralised or decentralised processing system, is of particular concern to managers. A study carried out to measure the impact of computer location on user satisfaction shows that overall satisfaction with computer systems is greatly affected by user expectations, the number of systems and minicomputers. Microcomputers and central processing have a lesser effect on overall satisfaction. This means that additional variables do not contribute significantly to the overall satisfaction of the computer system. The implications of the study are discussed.

Details

Industrial Management & Data Systems, vol. 86 no. 11/12
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 6 August 2021

Wuqiang Liu and Hung-Pin Shih

In the context of multi-sided platforms (MSPs), the authors address the evaluation of search- and experience-based information and the effect on different components of…

Abstract

Purpose

In the context of multi-sided platforms (MSPs), the authors address the evaluation of search- and experience-based information and the effect on different components of user satisfaction.

Design/methodology/approach

The instrument was developed by either modifying previous measures or developing new scales. The authors collected the sample of experienced 300 TripAdvisor users via online questionnaire survey of a customer panel. The structural equation modeling (SEM) package (AMOS) with the maximum likelihood estimation method was used to test the sample data.

Findings

Attitudes toward search-based information can foster user satisfaction with information interaction rather than user satisfaction with social interaction. Attitudes toward experience-based information can foster user satisfaction with information interaction and user satisfaction with social interaction. The motivation for information interaction is stronger than the motivation for social interaction to enhance user satisfaction with information quality.

Research limitations/implications

The distinction between search- and experience-based information provides different route messages to develop the attitude-driven framework of platform-enabled interactions.

Practical implications

The support for platform-enabled interactions to enhance the motivation for information and social interactions should be aligned with the evaluation of information quality.

Originality/value

The satisfaction-driven framework has been widely used to examine the post-adoption of information technologies (IT). In contrast, the attitude-driven framework was less examined in the literature. The authors develop a research model based on the attitude-driven framework to examine the platform-enabled interactions that can foster repeated intention.

Details

Aslib Journal of Information Management, vol. 73 no. 5
Type: Research Article
ISSN: 2050-3806

Keywords

Article
Publication date: 12 January 2015

Ibrahim M. Al-Jabri

The purpose of this paper is to investigate the impact of four important influencing factors on user satisfaction with an in-house developed ERP module in a large oil and…

1520

Abstract

Purpose

The purpose of this paper is to investigate the impact of four important influencing factors on user satisfaction with an in-house developed ERP module in a large oil and gas company in Saudi Arabia. It explores whether communication campaigns, training, benefits, ease of use (EoU) are key antecedents of user satisfaction, and examine the mediating effects of EoU and benefits on satisfaction.

Design/methodology/approach

A questionnaire was developed and distributed to a sample of 104 ERP users who were actively engaged in the ERP system implementation process. The partial least square method was used to test the research model. Baron and Kenny’s approach was used to test the mediating effects.

Findings

The proposed research model explained 62.7 percent of the variance in ERP user satisfaction. The results showed that EoU fully mediates the relationship between the training and communications and the benefits. Both EoU and benefits fully mediate the relationship between training and satisfaction and partially mediate the relationship between communications and satisfaction.

Practical implications

The findings of this study imply that training programs and communication campaigns should be designed in such a way that foster the EoU and convey and convince the ERP stakeholders about the benefits and values of ERP systems.

Originality/value

This study extends the understanding of salient factors affecting the ERP satisfaction in a different setting, namely in an oil & gas industry of a developing country. Although academic research of ERP satisfaction is abundant, this study contributes to the field by examining the mediating effects which rarely tackled in the extant research studies.

Details

Kybernetes, vol. 44 no. 1
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 12 October 2018

Hsiu-Ju Chen

Mobile shopping emerges, but the marketing factors driving consumers’ mobile shopping lack clarification. Literature gaps also exist to view mobile shopping from a…

4062

Abstract

Purpose

Mobile shopping emerges, but the marketing factors driving consumers’ mobile shopping lack clarification. Literature gaps also exist to view mobile shopping from a consumer behavior’s perspective. The purpose of this paper therefore is to empirically explore the issue based on the lifestyle perspective, 4Ps marketing theory and the information system (IS) success model.

Design/methodology/approach

A survey method was adopted. Data were gathered from consumers who had experience in mobile shopping. The collected data were analyzed with PLS to explore the issues.

Findings

The results showed that platform use habit, price comparison preference, shopping independence preference and promotion marketing quality were significantly associated with consumers’ use of mobile shopping apps/websites. They also showed that promotion marketing quality, price marketing quality and product marketing quality were the important marketing factors driving consumers’ user satisfaction of mobile shopping apps/websites. Finally, the results also indicated the importance of both consumers’ use and user satisfaction of mobile shopping apps/websites in arousing their continuous use intention.

Research limitations/implications

The results of the study bridge the gap between the 4Ps marketing theory and the IS success model. They provide a direction for further studies to bridge the marketing theories and the IS theories in exploring the development of mobile commerce.

Practical implications

The results facilitate the management of mobile shopping apps/websites in building and keeping a long-term relationship with consumers through providing good marketing qualities in the core marketing mix. The results also indicate the importance of user satisfaction in branding management and relationship management of mobile shopping apps/websites.

Originality/value

The results showed that price comparison preference and shopping independence preference were significantly associated with consumers’ use of mobile shopping apps/websites due to the convenient access empowered by mobility in shopping services. The results also suggest that with good design in 4Ps marketing qualities of mobile shopping apps/websites, including product, price and promotion, mobile shopping could be a suitable lifestyle satisfying consumers. However, the results also showed that factors driving consumers’ system use and user satisfaction of mobile shopping apps/websites were not the same. Finally, the results validated the significant impact of both system use and user satisfaction in activating consumers’ continuance intention of mobile shopping. They provided a positive link between consumers’ mobile shopping apps/websites use to their keeping the lifestyle of mobile shopping.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 21 November 2016

Ozlem Oktal, Ozlem Alpu and Berna Yazici

The purpose of this paper is to develop an evaluation model for National Judiciary Informatics System (NJIS), which is an e-justice system forming part of e-government…

1080

Abstract

Purpose

The purpose of this paper is to develop an evaluation model for National Judiciary Informatics System (NJIS), which is an e-justice system forming part of e-government, based on the models and the theories of information systems (ISs).

Design/methodology/approach

The survey was conducted on 8,840 internal users working for judicial services in Turkey. The success of the NJIS as an e-justice system is evaluated using structural equation modeling (SEM).

Findings

The results show that while the most important factor is the latent variable information quality in the SEM created to analyze the satisfaction of internal users using the NJIS, other factors include perceived usefulness (PU), system quality, and service quality, respectively. It is found that design quality has affected directly and positively the perceived ease of use (PEoU) while PEoU has affected the PU in the same manner.

Research limitations/implications

This study was solely concerned with internal users. Therefore, a more comparative study in which other users such as lawyers and ordinary citizens can be incorporated is suggested. Related to internal user satisfaction of the e-justice system, it is explored whether or not internal users are satisfied with their information processing needs, the system’s efficiency, the number of process steps, technical office services, and the system in general.

Originality/value

The research presents a new developed evaluation model of e-justice system from an internal user perspective. Most evaluation models focus on system-centered evaluation or organizational structure while user-centered evaluation concerning judicial ISs has not been explored yet.

Details

Aslib Journal of Information Management, vol. 68 no. 6
Type: Research Article
ISSN: 2050-3806

Keywords

Article
Publication date: 29 July 2014

Muslim Amin, Sajad Rezaei and Maryam Abolghasemi

– The purpose of the study is to investigate the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust on mobile website satisfaction.

6337

Abstract

Purpose

The purpose of the study is to investigate the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust on mobile website satisfaction.

Design/methodology/approach

A total of 302 valid questionnaires were collected to empirically test the research model. Structural equation modeling (SEM) was performed to evaluate the reliability and validity of the measurement model and structural models.

Findings

The results show that there is a positive relationship between PEOU, PU and mobile userssatisfaction. PU is positively related to trust and mobile userssatisfaction. Moreover, trust positively influences mobile userssatisfaction.

Practical implications

Drawing on the technology acceptance model and trust theory, this study develops and empirically examines a model for consumers’ satisfaction to use mobile services. This study contributes new insights concerning the marketing literature by examining the impact of PU, PEOU and trust on mobile userssatisfaction.

Originality/value

The contribution of the study is significant for both mobile marketers and academicians in the era of the third-generation environment. This study is among the first few attempts to integrate the TAM with trust to determine mobile user satisfaction.

Details

Nankai Business Review International, vol. 5 no. 3
Type: Research Article
ISSN: 2040-8749

Keywords

Article
Publication date: 3 May 2016

ALaa Aldin A AL Athmay, Kamel Fantazy and Vinod Kumar

The purpose of this paper is to examine the relationships among e-government attributes in terms of social influence, perceived effectiveness, system quality, and…

1907

Abstract

Purpose

The purpose of this paper is to examine the relationships among e-government attributes in terms of social influence, perceived effectiveness, system quality, and information quality user satisfaction and intention to use e-government services in United Arab Emirates (UAE).

Design/methodology/approach

This study is based on previous research on e-government services, and has relied partially on Delone and Mclean’s (2004) updated IS success model and the new theoretical and accepted model (UTAUT). These models were used to examine the impact of some selected attributes of e-government on the adoption of e-government services in the UAE from the perspective of a citizen. A questionnaire survey was used to collect data from a total of 1,800 e-government users in the UAE and structural equation modeling was utilized to test the theoretical model.

Findings

This study has identified five main findings. First, it provides evidence of the direct effects of e-government attributes on user satisfaction. Second, it provides evidence of the direct effects of user satisfaction on user intention to use e-government services. Third, it provides evidence of the direct effects of e-government attributes on intention to use. Fourth, it demonstrates the positive total effects (direct and indirect) of e-government attributes on the intention to use e-government services in the UAE through user satisfaction. Fifth, two attributes of e-government – system quality and information quality – have emerged as having a strong effect on the intention to use e-government services.

Research limitations/implications

The research study was limited to the UAE geographical region. It would be very interesting to see if there are regional variations when compared to the findings of this research study. The target respondents for this study are internet users. Future research needs to be extended to include both users and nonusers of the internet for the purpose of comparison, and looking at the perception of a technology divide among citizens as a factor influencing citizen intention to adopt e-government services.

Practical implications

This study would help policy makers understand e-government users and to implement policies at large to meet the citzens ' needs of e-government services. The results of the study and the proposed model can be used as a guideline for e-government strategy formulation and implementation for the Government of UAE. The results of the study imply that decision makers of e-government programs should take into considerations these attributes when developing e-government programs because they affect userssatisfaction and in turn enhances users’ intentions to use e-government services and consequently increase the success of e-government strategic programs.

Originality/value

This paper is one of the few studies on e-government adoption in an Arab country and the first study on e-government adoption in the UAE. The paper’s originality and value comes from its theoretical contribution as a first paper in this region to empirically test the impact of some selected variables (social influence, perceived effectiveness, system quality, and information quality) on user satisfaction and intention to adopt e-government services. In contrast to previous research, this paper selected user satisfaction as a mediated, rather than a dependent variable.

Details

EuroMed Journal of Business, vol. 11 no. 1
Type: Research Article
ISSN: 1450-2194

Keywords

1 – 10 of over 41000