Relationships between system quality, service quality, and customer satisfaction

Purpose: This study aims to explore the impact of system quality dimensions, namely, ease of use, accessibility, interactivity and website innovativeness on service quality (SQ) and customer satisfaction.Design/methodology/approach: The study used a quantitative approach, by using a survey method.Th...

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Main Authors: Mohammad Salameh, Anas Abdelsatar, Ahmad, Hartini, Zulhumadi, Faisal, Abubakar, Faruq Muhammad
Format: Article
Language:English
Published: Emerald Publishing Limited. 2018
Subjects:
Online Access:http://repo.uum.edu.my/24452/1/JSIT%2020%201%202018%2073%20102.pdf
http://repo.uum.edu.my/24452/
http://doi.org/10.1108/JSIT-03-2017-0016
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Institution: Universiti Utara Malaysia
Language: English
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spelling my.uum.repo.244522018-07-23T01:36:16Z http://repo.uum.edu.my/24452/ Relationships between system quality, service quality, and customer satisfaction Mohammad Salameh, Anas Abdelsatar Ahmad, Hartini Zulhumadi, Faisal Abubakar, Faruq Muhammad HD28 Management. Industrial Management Purpose: This study aims to explore the impact of system quality dimensions, namely, ease of use, accessibility, interactivity and website innovativeness on service quality (SQ) and customer satisfaction.Design/methodology/approach: The study used a quantitative approach, by using a survey method.The unit of analysis was the individual. A total of 618 questionnaires were randomly distributed to university students and staff in Jordan.The partial least square path-modeling method was used in the estimation of causal relationships of the constructs examined in the study.Findings: The outcomes of this study showed that ease of use, interactivity and website innovativeness have significant positive relationships with the SQ. Consequently, SQ significantly influences customer satisfaction. Research limitations/implications: Limitations of this research were related to the unit of analysis, as it was conducted within the geographical region of Jordan and the university context, where the culture and level of the technological advancement may be different than other countries. Practical implications: This research can assist mobile commerce (m-commerce) service policymakers to formulate significant policies that could enhance the nature of services being rendered and thus bring greater benefits to the customers. Originality/value: This research has extended the body of knowledge on emerging trends in m-commerce innovation adoption, more specifically in the university context. Furthermore, it offers insight on the importance of m-commerce in the minds of customers, in such a way that it will bring about the intention to repeat patronage in the future. Emerald Publishing Limited. 2018 Article PeerReviewed application/pdf en http://repo.uum.edu.my/24452/1/JSIT%2020%201%202018%2073%20102.pdf Mohammad Salameh, Anas Abdelsatar and Ahmad, Hartini and Zulhumadi, Faisal and Abubakar, Faruq Muhammad (2018) Relationships between system quality, service quality, and customer satisfaction. Journal of Systems and Information Technology, 20 (1). pp. 73-102. ISSN 1328-7265 http://doi.org/10.1108/JSIT-03-2017-0016 doi:10.1108/JSIT-03-2017-0016
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Mohammad Salameh, Anas Abdelsatar
Ahmad, Hartini
Zulhumadi, Faisal
Abubakar, Faruq Muhammad
Relationships between system quality, service quality, and customer satisfaction
description Purpose: This study aims to explore the impact of system quality dimensions, namely, ease of use, accessibility, interactivity and website innovativeness on service quality (SQ) and customer satisfaction.Design/methodology/approach: The study used a quantitative approach, by using a survey method.The unit of analysis was the individual. A total of 618 questionnaires were randomly distributed to university students and staff in Jordan.The partial least square path-modeling method was used in the estimation of causal relationships of the constructs examined in the study.Findings: The outcomes of this study showed that ease of use, interactivity and website innovativeness have significant positive relationships with the SQ. Consequently, SQ significantly influences customer satisfaction. Research limitations/implications: Limitations of this research were related to the unit of analysis, as it was conducted within the geographical region of Jordan and the university context, where the culture and level of the technological advancement may be different than other countries. Practical implications: This research can assist mobile commerce (m-commerce) service policymakers to formulate significant policies that could enhance the nature of services being rendered and thus bring greater benefits to the customers. Originality/value: This research has extended the body of knowledge on emerging trends in m-commerce innovation adoption, more specifically in the university context. Furthermore, it offers insight on the importance of m-commerce in the minds of customers, in such a way that it will bring about the intention to repeat patronage in the future.
format Article
author Mohammad Salameh, Anas Abdelsatar
Ahmad, Hartini
Zulhumadi, Faisal
Abubakar, Faruq Muhammad
author_facet Mohammad Salameh, Anas Abdelsatar
Ahmad, Hartini
Zulhumadi, Faisal
Abubakar, Faruq Muhammad
author_sort Mohammad Salameh, Anas Abdelsatar
title Relationships between system quality, service quality, and customer satisfaction
title_short Relationships between system quality, service quality, and customer satisfaction
title_full Relationships between system quality, service quality, and customer satisfaction
title_fullStr Relationships between system quality, service quality, and customer satisfaction
title_full_unstemmed Relationships between system quality, service quality, and customer satisfaction
title_sort relationships between system quality, service quality, and customer satisfaction
publisher Emerald Publishing Limited.
publishDate 2018
url http://repo.uum.edu.my/24452/1/JSIT%2020%201%202018%2073%20102.pdf
http://repo.uum.edu.my/24452/
http://doi.org/10.1108/JSIT-03-2017-0016
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