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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…

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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.

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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

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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. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-2323

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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

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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

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Article
Publication date: 6 March 2020

Taghreed Abu Salim, May El Barachi, Okey Peter Onyia and Sujith Samuel Mathew

Smart city services (SCS) in contrast with other technology-based services, demand significant interaction and collaboration between the users and the service providers…

Abstract

Purpose

Smart city services (SCS) in contrast with other technology-based services, demand significant interaction and collaboration between the users and the service providers. This study examines the SCS delivery-channel characteristics and the users' personal (behavioral and demographic) characteristics that influence their satisfaction or dissatisfaction with the services, as well as their intention to adopt (i.e. continue using) the SCS-delivery channels.

Design/methodology/approach

A quantitative study using a structured questionnaire was conducted for this paper. The data-collection method was administered by emailing the survey to a list of 2,350 city/urban residents who are members of the two largest universities in the greater Dubai metropolis. A total of 600 completed responses (26 percent) were received back, while 580 useable responses (25 percent) were analyzed for this paper.

Findings

Our initial findings suggest that contrary to popular belief, it is not only SCS channel factors that influence user satisfaction and continuance intention. SCS users' personal characteristics (such as their user innovativeness and control-seeking behavior) are also pivotal in determining their satisfaction and intention to continue or not continue using the SCS-delivery channels.

Research limitations/implications

The paper argues that both SCS channel factors and SCS users' personal characteristics jointly influence the users' experience of the services and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users' behaviors toward the emerging SCS channels in general, and it will be of great value to architects and designers of Smart City technologies around the world.

Practical implications

The paper argues that both SCS channel factors and SCS users' personal (behavioral and demographic) characteristics jointly influence the users' trials of the services, and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users' behavioral intentions toward the emerging SCS channels in general; and it will be of great value to architects and designers of Smart City technologies around the world.

Originality/value

This paper is one of the first few studies focused on investigating the antecedents of SCS usage behaviors in the Middle Eastern region.

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Article
Publication date: 17 November 2020

Razaz Waheeb Attar, Mohana Shanmugam and Nick Hajli

Social media is still influencing consumers and is extending social commerce (S-Commerce) use. Different social media activities can influence the users' trust and e…

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1213

Abstract

Purpose

Social media is still influencing consumers and is extending social commerce (S-Commerce) use. Different social media activities can influence the users' trust and e-satisfaction at different levels, which in turn influence the purchase intentions. This is evident for the food and beverage industry as S-Commerce mediated by social media can help realise a shorter time to market and meet buyer demands. In addition, credibility factors may influence trust and purchase intentions. Understanding the various factors of influence such as social constructs, namely ratings, reviews and referrals; design constructs such as credibility and features and behavioural constructs such as trust, satisfaction and motivation; and analysing the relationship between these factors and how they influence purchase intentions can provide deeper insights into S-Commerce research, decision-making process and purchase intentions particularly from a food and beverage context.

Design/methodology/approach

Drawing on trust through social media activities and surface credibility as well as e-commerce satisfaction, the authors have proposed a research model to investigate the purchase intention of consumers in S-Commerce platforms. Survey data were collected from six countries in Asia and analysed using SEM-PLS.

Findings

Results indicated that both trust and surface credibility significantly influence e-commerce satisfaction leading to purchase intention. Furthermore, surface credibility, which is a novel predictor for purchase intention in S-Commerce context, is highly significant on e-commerce satisfaction. Besides, encouraged by surface credibility, it was identified that trust significantly affects e-commerce satisfaction and results in purchase intention. This research adds contribution to theory and practice in S-Commerce stream as discussed at the end of the paper.

Originality/value

The results of this research contribute to the S-Commerce literature and have practical implications for practitioners in the food and beverage industry. As such, focussing on these constructs, this paper analyses the relationship between the social media activities, trust, e-commerce satisfaction, surface credibility and intention to buy.

Details

British Food Journal, vol. 123 no. 3
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 8 October 2020

Cheng-Chieh Hsiao

With the prevalence of user-generated content on the internet, this study aims to propose a cognitive-affective-conative model to examine how users create and share their…

Abstract

Purpose

With the prevalence of user-generated content on the internet, this study aims to propose a cognitive-affective-conative model to examine how users create and share their content online. The moderating role of gender differences is also tested in the model.

Design/methodology/approach

This study collects a representative sample of 873 internet users via a nation-wide survey in Taiwan.

Findings

The results show that hedonic value has a positive impact on internet satisfaction, and social value affects life satisfaction and internet satisfaction positively. Both life satisfaction and internet satisfaction are positively related to content sharing on the internet. In particular, the positive effect of life satisfaction on online content sharing is greater for male users than for female users.

Research limitations/implications

This study contributes to the existing literature by investigating online content sharing behavior from the cognitive-affective-conative perspective. This study also provides a better understanding of this behavior by simultaneously examining life satisfaction and internet satisfaction as two underlying mechanisms. Furthermore, gender differences play an important role in determining content sharing on the internet.

Practical implications

For digital marketing practitioners, this study suggests several online editing and social mechanisms for encouraging users' engagement in content sharing behavior on the internet.

Originality/value

This study is one of the first that examines a cognitive-affective-conative framework of content sharing behavior on the internet. This study also demonstrates boundary conditions of this framework by testing the moderating role of gender differences.

Details

Online Information Review, vol. 44 no. 7
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 4 May 2020

Honglei Liu, Jiule Song and Guangbin Wang

With the increasing attention acquired from researchers and practitioners in Architecture, Engineering and Construction (AEC) industry, building information modeling (BIM…

Abstract

Purpose

With the increasing attention acquired from researchers and practitioners in Architecture, Engineering and Construction (AEC) industry, building information modeling (BIM) has fundamentally changed the approach we design, construct and delivery, as well as operate and maintenance of buildings and civil infrastructures. This study tries to provide an innovative perspective on BIM research. This study aims to analyze the necessity and feasibility of BIM user satisfaction research and define what BIM user satisfaction is, and then to develop a quantitative method for the measurement of BIM user satisfaction.

Design/methodology/approach

As it is indicated in the content, BIM user satisfaction is measured by the sum of the user's weighted reactions to a set of factors. To be specific, the entropy method was adopted to calculate the “weighting” of the factors, and the triangular fuzzy number (TFN) method was selected to compute the “scoring” of the factors. Through the literature review, methodology and tool development, as well as case study and discussions, this paper was generated sequentially.

Findings

This study found that the proposed tool for the measurement of BIM success is valid and reliable; it formerly translated the conceptual definition of BIM user satisfaction into an accurate measurement instrument. It also indicated that many factors are affecting the BIM users' satisfaction, and each of the factors inherited various importance and score, and the findings are expected to improve the performance and effectiveness of BIM management.

Originality/value

Through the translation of the conceptual BIM user satisfaction into a valid quantitative measurement instrument, this research provides an excellent framework for the management of BIM from the user's perspective, and it could help to stimulate user's acceptance of BIM in the AEC industry in future.

Details

Engineering, Construction and Architectural Management, vol. 27 no. 9
Type: Research Article
ISSN: 0969-9988

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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…

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1444

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

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