INTEGRATING SERVICE QUALITY WITH SYSTEM AND INFORMATION QUALITY: AN EMPIRICAL TEST IN THE E-SERVICE CONTEXT.

Author List: Xu, Jingjun (David); Benbasat, Izak; Cenfetelli, Ronald T.;

MIS Quarterly, 2013, Volume 37, Issue 3, Page 777-A9.

Wixom and Todd (2005) integrated the user satisfaction and the technology acceptance literatures to theorize about and account for the influence of the information technology artifact on usage. Based on Wixom and Todd's integrated model of technology usage, we propose the 3Q model by investigating the role of service quality (SQ), in addition to system quality (SysQ) and information quality (IQ), in website adoption. Attention to SQ is critical, as consumer websites have increasingly become the target of SQ assessment made by consumers, not just traditional SysQ and IQ evaluations. As part of our study, we further theorize and empirically test the relationships among these three types of quality constructs and hypothesize that perceived SysQ influences perceived IQ and perceived SQ, and perceived IQ influences perceived SQ. Our study extends the Wixom and Todd model in the e-service context and is the first of its kind to empirically examine the combined impact of perceived SQ, perceived SysQ, and perceived IQ on usage intention. Our study advances the theoretical understanding of SQ and the relationships among perceptions of SysQ, IQ, and SQ in the eservice context. The results also inform practitioners that high IQ and SysQ can directly or indirectly improve SQ in the e-service context.

Keywords: perceived enjoyment (PE); Service Quality (SQ); system quality (SysQ)

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List of Topics

#99	0.270	perceived usefulness acceptance use technology ease model usage tam study beliefs intention user intentions users behavioral perceptions determinants constructs studies
#116	0.186	research study influence effects literature theoretical use understanding theory using impact behavior insights examine influences mechanisms specifically context perspective findings
#108	0.114	model research data results study using theoretical influence findings theory support implications test collected tested based empirical empirically context paper
#115	0.108	quality different servqual service high-quality difference used quantity importance use measure framework impact assurance better include means van dimensions assessing
#0	0.088	information types different type sources analysis develop used behavior specific conditions consider improve using alternative understanding data available main target
#211	0.078	service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers