The Influence of Service Quality on Satisfaction and Information System Continuance Intention

• Authors: Halilović Semina

Title variants

HR

Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava

• Languages of publication: HR

Abstracts

HR

Model očekivanja-konfirmacije IS kontinuiteta (ECM-IS) objašnjava determinante koje određuju ponašanje korisnika informacijskih sustava (IS) i utječu na njihovu odluku hoće li nastaviti ili će prekinuti s korištenjem IS-a. Kvaliteta usluge smatra se potencijalnim motivatorom koji može utjecati na ponašanje korisnika IS-a. Isto se tako od nje može očekivati da bude motivator namjere korisnika da nastavi s korištenjem IS-a te utječe na buduće ponašanje korisnika nakon početnog korištenja IS-a i bude važan faktor uspjeha IS-a. U ovom radu predloženo je proširenje ECM-IS modela kako bi se ispitalo igra li korisnikova percepcija kvalitete usluge značajnu ulogu u oblikovanju ponašanja korisnika IS-a te utječe li na zadovoljstvo korisnika i njegovu odluku da nastavi ili prekine s korištenjem IS-a.Prošireni ECM-IS (EECM-IS) model objasnio je 66% varijance zavisne varijable namjere nastavka korištenja IS-a. Rezultati ovog istraživanja potvrđuju da su percipirana korisnost, zadovoljstvo i percipirana kvaliteta usluge značajni prediktori namjere korisnika da nastavi s korištenjem IS-a.

EN

The expectation-confirmation model of IS continuance (ECM-IS) explains determinants affecting the behavior of information system (IS) users which can also have an impact on their decision whether to continue or discontinue the IS use. Service quality is considered a potential motivator which can influence users’ IS behavior. Likewise, one may expect service quality to be a motivator of users’ IS continuance intention influencing their future behavior after the initial IS use, and to be an important factor of IS success in general. In this study, an extension of the ECM-IS has been proposed in order to examine whether the perception of service quality by users plays an important role in shaping IS user behavior, as well as whether it affects the level of satisfaction with and the decision to either continue or discontinue the IS use. The Extended ECM-IS (EECM-IS) has explained 66% of the variance dependent variable of IS continuance. Findings of this study confirm that perceived usefulness, satisfaction and perceived service quality are significant predictors of users’ IS continuance intention.

Keywords

HR

model očekivanja-konfirmacije IS kontinuiteta (ECM-IS), namjera nastavka korištenja IS-a, zadovoljstvo, kvaliteta usluge

EN

Expectation-Confirmation Model of IS Continuance (ECM-IS), IS continuance intention, satisfaction; service quality

• Publisher: Faculty of Economics & Business Zagreb, Department of Marketing, Zagreb, Croatia and CROMAR (Croatian Marketing Association)
• Journal: Market - Tržište
• Year: 2015
• Volume: 27
• Issue: 1

Dates

published

2015-06-30

Contributors

author

Halilović Semina

• School of Economics and Business in Sarajevo, University of Sarajevo

Identifiers

ISSN

0353-4790