The Influence of E-Service Quality on Improving the Performance of The UKT Information System Mediated by Perceived Ease of Use at Palangka Raya University

Tahasak; Rinto Alexandro

doi:10.55927/ijcs.v2i4.8772

Authors

Tahasak Program Doctor of Management Science, Faculty of Economics and Business, University of Palangka Raya
Rinto Alexandro Program Doctor of Management Science, Faculty of Economics and Business, University of Palangka Raya

DOI:

https://doi.org/10.55927/ijcs.v2i4.8772

Keywords:

E-Service Quality, Perceived Ease of Use, Information System Performance, Payment Education Cost

Abstract

Research in the field of marketing management that leads to practices and policies in technology-based service systems in improving performance. Transparency in payment of educational fees and information is very important with digital information systems. The research was conducted at Palangka Raya University, Central Kalimantan Province, Indonesia. The role of perceived ease of use is also very supportive for people to obtain and use educational fee payment applications. This type of quantitative research uses a questionnaire of 100 respondents in the community who have used e-services, and analyzed using SEM PLS 4.0. The research results show the significant performance of a single tuition information system as information in paying education and fees. Furthermore, the results show that it is very important to manage information systems with a perceived ease of use digital policy. So the implications of these results are to improve information system performance by increasing e-service quality and perceived ease of use at universities

Downloads

Download data is not yet available.

References

Acelian, R. M., & Basri, H. A. (2021). Analysis of Sales Promotion, Perceived Ease of Use and Security on Consumer Decisions to Use DANA Digital Wallet. International Journal of Innovative Science and Research Technology.

Al-Momani, K., Azila, N., & Noor, M. (2009). E-Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Performance: An Empirical Investigation in Jordan Mobile Phone Services. The Asian Journal of Technology Management.

Bankuoru Egala, S., Boateng, D., & Aboagye Mensah, S. (2021). To leave or retain? An interplay between quality digital banking services and customer satisfaction. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-02-2021-0072

Büyüközkan, G., Havle, C. A., & Feyzioğlu, O. (2020). A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP. Journal of Air Transport Management. https://doi.org/10.1016/j.jairtraman.2020.101817

Catur Widayati, C., Nugroho, A., Wiyanto, H., Budiono, H., & Widayati, C. C. (2023). Antecedents and Consequences of The Role of Trust in Mediation of Perceived Ease of Use, Risk and E-Service Quality on Online Purchase Intention. Dinasti International Journal of Digital Business Management (December 2023 - January 2024).

Christa, U. R., & Kristinae, V. (2021). The effect of product innovation on business performance during covid 19 pandemic. Uncertain Supply Chain Management. https://doi.org/10.5267/j.uscm.2020.10.006

Fan, W., Shao, B., & Dong, X. (2022). Effect of e-service quality on customer engagement behavior in community e-commerce. Frontiers in Psychology. https://doi.org/10.3389/fpsyg.2022.965998

Forid, M. S., Hafez, M., & Khan, W. (2022). Student Satisfaction and Retention: Impact of Service Quality and Digital Transformation. Marketing and Management of Innovations. https://doi.org/10.21272/mmi.2022.4-14

Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science. https://doi.org/10.5267/j.ijdns.2022.10.001

Hakiki, A. (2023). The Effect of Technological Advances to the Accounting Information System Performance. European Journal of Business and Management Research. https://doi.org/10.24018/ejbmr.2023.8.3.1988

Hamdan, F. F. F., Abd Rahim, N. N., Othman, A. K., Mahmud, A., Ibrahim, N., & Zainuddin, A. Z. (2022). The Determinants of Service Quality and Customer Satisfaction in Malaysian E-Hailing Services. International Journal of Academic Research in Economics and Management Sciences. https://doi.org/10.6007/ijarems/v11-i2/14055

Hikmah, H., Ratnawati, A. T., & Darmanto, S. (2023). Role of Attitude and Intention on the Relationship between Perceived Ease of Use, Perceived Usefulness, Trust, and E-Tax System Behavior. Global Business and Finance Review. https://doi.org/10.17549/gbfr.2023.28.7.89

Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., … Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science. https://doi.org/10.5267/j.ijdns.2021.12.006

Kristinae, V., Sambung, R., Meitiana, Mering, L., Dwiatmadja, C., & Tunjang, H. (2023). Application of RBV theory in entrepreneurial orientation, dynamic capability and customer relationship management. Uncertain Supply Chain Management. https://doi.org/10.5267/j.uscm.2023.1.010

Kristinae, V., Sambung, R., & Sahay, M. (2019). THE ROLE OF ENTREPRENEURIAL ORIENTATION IN PRODUCT INNOVATION IN EMERGING MARKETS ON THE LOCAL PRODUCTS. Oradea Journal of Business and Economics. https://doi.org/10.47535/1991ojbe076

Luh, N., Sawitri, P. W., Ayu, G., & Giantari, K. (2020). The Role of Trust Mediates the Effect of Perceived Ease of Use and Perceived Usefulness on Online Repurchase Intention. American Journal of Humanities and Social Sciences Research.

Martínez-Navalón, J. G., Fernández-Fernández, M., & Alberto, F. P. (2023). Does privacy and ease of use influence user trust in digital banking applications in Spain and Portugal? International Entrepreneurship and Management Journal. https://doi.org/10.1007/s11365-023-00839-4

Muhajir, Mukaromah, H., Fathudin, Purwanti, K. L., Al Ansori, Y., Fahlevi, M., … Purwanto, A. (2022). The role of buzz and viral marketing strategic on purchase intention and supply chain performance. Uncertain Supply Chain Management. https://doi.org/10.5267/j.uscm.2021.11.002

Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences. https://doi.org/10.29244/jcs.7.1.34-50

Nworie, G. O., & Oguejiofor, B. C. (2023). Management Information System and Performance of Cement Firms in Southeast Nigeria. International Journal of Accounting and Management Information Systems. https://doi.org/10.35912/ijamis.v1i1.1366

Rahman, S., Fadrul, F., Yusrizal, Y., Marlyna, R., & Momin, M. M. (2022). Improving the Satisfaction and Loyalty of Online Shopping Customers Based on E-Commerce Innovation and E-Service Quality. Gadjah Mada International Journal of Business. https://doi.org/10.22146/gamaijb.58783

Rebollo, H. P. M., & Hinlayagan, K. R. (2023). Understanding the Influence of Hedonic and Convenience Motivation and E-Service Quality towards Customer Satisfaction in Online Food Delivery Services Among Generation Z Consumers. Journal of Production, Operations Management and Economics. https://doi.org/10.55529/jpome.34.26.39

Schiavone, F., Pietronudo, M. C., Sabetta, A., & Ferretti, M. (2023). Total quality service in digital era. TQM Journal. https://doi.org/10.1108/TQM-12-2021-0377

Segoro, W., & Limakrisna, N. (2020). Model of customer satisfaction and loyality. Utopia y Praxis Latinoamericana. https://doi.org/10.5281/zenodo.3774601

Siagian, H., Tarigan, Z. J. H., Basana, S. R., & Basuki, R. (2022). The effect of perceived security, perceived ease of use, and perceived usefulness on consumer behavioral intention through trust in digital payment platform. International Journal of Data and Network Science. https://doi.org/10.5267/j.ijdns.2022.2.010

Sunarta, I. N., & Astuti, P. D. (2023). ACCOUNTING INFORMATION SYSTEM QUALITY AND ORGANIZATIONAL PERFORMANCE: THE MEDIATING ROLE OF ACCOUNTING INFORMATION QUALITY. International Journal of Professional Business Review. https://doi.org/10.26668/businessreview/2023.v8i3.1192

Utama, D. R., Hamsal, M., Rahim, R. K., & Furinto, A. (2024). The effect of digital adoption and service quality on business sustainability through strategic alliances at port terminals in Indonesia. Asian Journal of Shipping and Logistics. https://doi.org/10.1016/j.ajsl.2023.12.001

Vatolkina, N., Gorbashko, E., Kamynina, N., & Fedotkina, O. (2020). E-service quality from attributes to outcomes: The similarity and difference between digital and hybrid services. Journal of Open Innovation: Technology, Market, and Complexity. https://doi.org/10.3390/joitmc6040143

Venkatesh, V. (2000). Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model. Information Systems Research. https://doi.org/10.1287/isre.11.4.342.11872

Wahab, S., Al-Momani, K., & Mohd noor, N. A. (2010). The relationship between e- service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services. Journal of Internet Banking and Commerce.