How to cite this paper
Wismantoro, Y., Himawan, H & Widiyatmoko, K. (2020). The effect of IS SERVQUAL and user information satisfaction (UIS) adoption on user satisfaction.Uncertain Supply Chain Management, 8(3), 495-504.
Refrences
Agrebi, S., & Jallais, J. (2015). Explain the intention to use smartphones for mobile shopping. Journal of retailing and consumer services, 22, 16-23.
Ardiansah, M. N., Chariri, A., Rahardja, S., & Udin, U. (2020). The effect of electronic payments security on e-commerce consumer perception: An extended model of technology acceptance. Management Science Letters, 10(7), 1473-1480.
Au, N., Ngai, E.W.T., & Cheng, T.C.E. (2008). Extending the understanding of end user information systems satisfaction formation: an equitable needs fulfillment model approach. MIS Quarterly, 32(1), 43-66.
Aryanto, V.D.W., Wismantoro, Y., & Widyatmoko, K. (2018). Implementing eco-innovation by using internet to enhance firm’s marketing performance: Study of green batik small and medium enterprises. International Journal of e-Business Research, 1(8), 10-28.
Babacus, E. & Mangold, W. G. (1992). Adapting The Servqual Scale to Hospital Services: An Empirical Investigation. Health Science Research
Becker, L.C., & Pizzutti, C. (2017). C2C value creation: social anxiety and retail environment. Journal of Research in Interactive Marketing, 11(4), 398-415.
Burns, J. M., Couger, D., Ma, L. (1992). Motivating IT Profesionals: The Hong Kong Chalange. Information & Management.
Canevello, A., & Crocker, J. (2010), Creating good relationships: responsiveness, relationship quality, and interpersonal goals. Journal of Personality and Social Psychology, 99(1), 78-106.
Carr, C. L. (2002). A psychometric evaluation of the expectations, perceptions, and difference‐scores generated by the IS‐adapted SERVQUAL instrument. Decision Sciences, 33(2), 281-296.
Chrisanthi, A. (2000). IT and organizational change: an institutionalist perspective. Information Technology & People, 13(4), 234 – 262.
Cheung, F. Y. M., & To, W. M. (2016). A customer-dominant logic on service recovery and customer satisfaction. Management Decision, 54(10), 2524-2543.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19(4), 9-30.
Faqih, K. M., & Jaradat, M. I. R. M. (2015). Assessing the moderating effect of gender differences and individualism-collectivism at individual-level on the adoption of mobile commerce technology: TAM3 perspective. Journal of Retailing and Consumer Services, 22, 37-52.
Fawcett, S. E., Wallin, C., Allred, C., Fawcett, A. M., & Magnan, G. M. (2011). Information technology as an enabler of supply chain collaboration: a dynamic‐capabilities perspective. Journal of Supply Chain Management, 47(1), 38-59.
Ferdinand, A. (2002). Structural equation modeling dalam penelitian manajemen. Semarang: Badan Penerbit Universitas Diponegoro.
Gandhi, S. K. (2016). India's Jumbo Jump from E-Commerce to Mobile Enabled Services (MES): A Review. Productivity, 56(4), 326-331.
Ghozali, I. (2004), Model Persamaan Struktural: Konsep & Aplikasi Dengan Program AMOS 16.0. Badan Penerbit Universitas Diponegoro Semarang
Grönroos, C. (1991). The marketing strategy continuum: towards a marketing concept for the 1990s. Management Decision, 29(1). https://doi.org/10.1108/00251749110139106
Groß, M. (2015). Mobile shopping: a classification framework and literature review. International Journal of Retail & Distribution Management, 43(3), 221-241.
Gupta, A., & Arora, N. (2017). Understanding determinants and barriers of mobile shopping adoption using behavioral reasoning theory. Journal of Retailing and Consumer Services, 36, 1-7.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5, No. 3, pp. 207-219). Upper Saddle River, NJ: Prentice hall.
Hoda, R., & Murugesan, L. K. (2016). Multi-level agile project management challenges: A self-organizing team perspective. Journal of Systems and Software, 117(1), 245-257.
Hoda, R., Salleh, N., Grundy, J., & Tee, H. M. (2017). Systematic literature reviews in agile software development: A tertiary study. Information and Software Technology, 85, 60-70.
Hummel, M., & Epp, A. (2015, January). Success factors of agile information systems development: A qualitative study. In 2015 48th Hawaii International Conference on System Sciences (pp. 5045-5054). IEEE.
Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785-793.
Jia, L., Hall, D., Yan, Z., Liu, J., & Byrd, T. (2018). The impact of relationship between IT staff and users on employee outcomes of IT users. Information Technology & People.
Kaplan, J. G. (1991). Effectiveness, Accountability, And Efficiency (Medical Care Management Information System). Physician Executive
Kanaanm, E. (2017). (2017). A shifting landscape. Criteo, New York, NY, available at: www.criteo.com/ media/6443/criteo-digital-commerce-marketing-trends-2017.pdf
Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5‐6), 737-766.
Kettinger, W. J., Lee, C. C., & Lee, S. (1995). Global measures of information service quality: a cross‐national study. Decision Sciences, 26(5), 569-588.
Kettinger, W. J., & Lee, C. C. (1997). Pragmatic perspectives on the measurement of information systems service quality. MIS Quarterly, 21(2), 223-240.
Kettinger, W. J., & Lee, C. C. (1999). Replication of measures in information systems research: the case of IS SERVQUAL. Decision Sciences, 30(3), 893-899.
Lee, J. (2007). Servqual vs Servperf: round 2 in a multi-cultural setting. Journal of Academy of Bussiness and Economics, 7(3), 77-87.
Vargo, S. L., & Lusch, R. F. (2014). Service-dominant logic: What it is, what it is not, what it might be. In The service-dominant logic of marketing (pp. 61-74). Routledge.
Mcleod Jr, R. (1995). Management Information System A Study of Computer-Based Information System 6 th, edition Prentice-Hall inc. New Jersey.
Myerscough, M. (2002). Information systems quality assessment: REPLICATING Kettinger and Lees USISF/SERVQUAL combination. AMCIS 2002 Proceedings, 153.
O’Brien, J. A. (1999). Management Information System: Managing Information Technology in the Internetworhed Enterprise, United States: Irwin Mc.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple–item scale for measuring consumer perceptions of Service quality. Journal of Retailing, 64(1).
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187.
Putri, E. R., Udin, & Djastuti, I. (2019). Structural empowerment and service-oriented organizational citizenship behavior: The mediating roles of innovativeness and job satisfaction. Quality-Access to Success, 20(170), 112-117.
Sekaran, U. (2006). Research Methods For Business. 4th ed., Wiley.
Senthil, T.N., Dharun, A.B., & Kasilingam, L. (2017). Understanding the intention to use mobile shopping applications and its influence on price sensitivity. Journal of Retailing and Consumer Services, 37, 8-22.
Soliha, E., Basiya, R., Rochmani, R., Darmawan, A. D., & Udin, U. (2019). The effect of product quality and customer value on satisfaction and loyalty. Transylvanian Review, 27(45), 13052-13057.
Gupta, S., Kumar, S., Kamboj, S., Bhushan, B., & Luo, Z. (2019). Impact of IS agility and HR systems on job satisfaction: an organizational information processing theory perspective. Journal of Knowledge Management.
Maguire, S. (2000). Towards a “business‐led” approach to information systems development. Information Management & Computer Security, 8(5), 230 – 238
Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS quarterly, 195-208.
Van Dyke, T. P., Prybutok, V. R., & Kappelman, L. A. (1999). Cautions on the use of the SERVQUAL measure to assess the quality of information systems services. Decision sciences, 30(3), 877-891.
Wong, C. H., Lee, H. S., Chua, B. H., Chai, B. H., & Tan Han, G. W. (2012). Predicting the consumers' intention to adopt mobile shopping: an emerging market perspective. International Journal of Network and Mobile Technologies, 3(3), 24-39.
Wu, P. L., Yeh, S. S., & Woodside, A. G. (2014). Applying complexity theory to deepen service dominant logic: Configural analysis of customer experience-and-outcome assessments of professional services for personal transformations. Journal of Business Research, 67(8), 1647-1670.
Ardiansah, M. N., Chariri, A., Rahardja, S., & Udin, U. (2020). The effect of electronic payments security on e-commerce consumer perception: An extended model of technology acceptance. Management Science Letters, 10(7), 1473-1480.
Au, N., Ngai, E.W.T., & Cheng, T.C.E. (2008). Extending the understanding of end user information systems satisfaction formation: an equitable needs fulfillment model approach. MIS Quarterly, 32(1), 43-66.
Aryanto, V.D.W., Wismantoro, Y., & Widyatmoko, K. (2018). Implementing eco-innovation by using internet to enhance firm’s marketing performance: Study of green batik small and medium enterprises. International Journal of e-Business Research, 1(8), 10-28.
Babacus, E. & Mangold, W. G. (1992). Adapting The Servqual Scale to Hospital Services: An Empirical Investigation. Health Science Research
Becker, L.C., & Pizzutti, C. (2017). C2C value creation: social anxiety and retail environment. Journal of Research in Interactive Marketing, 11(4), 398-415.
Burns, J. M., Couger, D., Ma, L. (1992). Motivating IT Profesionals: The Hong Kong Chalange. Information & Management.
Canevello, A., & Crocker, J. (2010), Creating good relationships: responsiveness, relationship quality, and interpersonal goals. Journal of Personality and Social Psychology, 99(1), 78-106.
Carr, C. L. (2002). A psychometric evaluation of the expectations, perceptions, and difference‐scores generated by the IS‐adapted SERVQUAL instrument. Decision Sciences, 33(2), 281-296.
Chrisanthi, A. (2000). IT and organizational change: an institutionalist perspective. Information Technology & People, 13(4), 234 – 262.
Cheung, F. Y. M., & To, W. M. (2016). A customer-dominant logic on service recovery and customer satisfaction. Management Decision, 54(10), 2524-2543.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19(4), 9-30.
Faqih, K. M., & Jaradat, M. I. R. M. (2015). Assessing the moderating effect of gender differences and individualism-collectivism at individual-level on the adoption of mobile commerce technology: TAM3 perspective. Journal of Retailing and Consumer Services, 22, 37-52.
Fawcett, S. E., Wallin, C., Allred, C., Fawcett, A. M., & Magnan, G. M. (2011). Information technology as an enabler of supply chain collaboration: a dynamic‐capabilities perspective. Journal of Supply Chain Management, 47(1), 38-59.
Ferdinand, A. (2002). Structural equation modeling dalam penelitian manajemen. Semarang: Badan Penerbit Universitas Diponegoro.
Gandhi, S. K. (2016). India's Jumbo Jump from E-Commerce to Mobile Enabled Services (MES): A Review. Productivity, 56(4), 326-331.
Ghozali, I. (2004), Model Persamaan Struktural: Konsep & Aplikasi Dengan Program AMOS 16.0. Badan Penerbit Universitas Diponegoro Semarang
Grönroos, C. (1991). The marketing strategy continuum: towards a marketing concept for the 1990s. Management Decision, 29(1). https://doi.org/10.1108/00251749110139106
Groß, M. (2015). Mobile shopping: a classification framework and literature review. International Journal of Retail & Distribution Management, 43(3), 221-241.
Gupta, A., & Arora, N. (2017). Understanding determinants and barriers of mobile shopping adoption using behavioral reasoning theory. Journal of Retailing and Consumer Services, 36, 1-7.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5, No. 3, pp. 207-219). Upper Saddle River, NJ: Prentice hall.
Hoda, R., & Murugesan, L. K. (2016). Multi-level agile project management challenges: A self-organizing team perspective. Journal of Systems and Software, 117(1), 245-257.
Hoda, R., Salleh, N., Grundy, J., & Tee, H. M. (2017). Systematic literature reviews in agile software development: A tertiary study. Information and Software Technology, 85, 60-70.
Hummel, M., & Epp, A. (2015, January). Success factors of agile information systems development: A qualitative study. In 2015 48th Hawaii International Conference on System Sciences (pp. 5045-5054). IEEE.
Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785-793.
Jia, L., Hall, D., Yan, Z., Liu, J., & Byrd, T. (2018). The impact of relationship between IT staff and users on employee outcomes of IT users. Information Technology & People.
Kaplan, J. G. (1991). Effectiveness, Accountability, And Efficiency (Medical Care Management Information System). Physician Executive
Kanaanm, E. (2017). (2017). A shifting landscape. Criteo, New York, NY, available at: www.criteo.com/ media/6443/criteo-digital-commerce-marketing-trends-2017.pdf
Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5‐6), 737-766.
Kettinger, W. J., Lee, C. C., & Lee, S. (1995). Global measures of information service quality: a cross‐national study. Decision Sciences, 26(5), 569-588.
Kettinger, W. J., & Lee, C. C. (1997). Pragmatic perspectives on the measurement of information systems service quality. MIS Quarterly, 21(2), 223-240.
Kettinger, W. J., & Lee, C. C. (1999). Replication of measures in information systems research: the case of IS SERVQUAL. Decision Sciences, 30(3), 893-899.
Lee, J. (2007). Servqual vs Servperf: round 2 in a multi-cultural setting. Journal of Academy of Bussiness and Economics, 7(3), 77-87.
Vargo, S. L., & Lusch, R. F. (2014). Service-dominant logic: What it is, what it is not, what it might be. In The service-dominant logic of marketing (pp. 61-74). Routledge.
Mcleod Jr, R. (1995). Management Information System A Study of Computer-Based Information System 6 th, edition Prentice-Hall inc. New Jersey.
Myerscough, M. (2002). Information systems quality assessment: REPLICATING Kettinger and Lees USISF/SERVQUAL combination. AMCIS 2002 Proceedings, 153.
O’Brien, J. A. (1999). Management Information System: Managing Information Technology in the Internetworhed Enterprise, United States: Irwin Mc.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple–item scale for measuring consumer perceptions of Service quality. Journal of Retailing, 64(1).
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187.
Putri, E. R., Udin, & Djastuti, I. (2019). Structural empowerment and service-oriented organizational citizenship behavior: The mediating roles of innovativeness and job satisfaction. Quality-Access to Success, 20(170), 112-117.
Sekaran, U. (2006). Research Methods For Business. 4th ed., Wiley.
Senthil, T.N., Dharun, A.B., & Kasilingam, L. (2017). Understanding the intention to use mobile shopping applications and its influence on price sensitivity. Journal of Retailing and Consumer Services, 37, 8-22.
Soliha, E., Basiya, R., Rochmani, R., Darmawan, A. D., & Udin, U. (2019). The effect of product quality and customer value on satisfaction and loyalty. Transylvanian Review, 27(45), 13052-13057.
Gupta, S., Kumar, S., Kamboj, S., Bhushan, B., & Luo, Z. (2019). Impact of IS agility and HR systems on job satisfaction: an organizational information processing theory perspective. Journal of Knowledge Management.
Maguire, S. (2000). Towards a “business‐led” approach to information systems development. Information Management & Computer Security, 8(5), 230 – 238
Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS quarterly, 195-208.
Van Dyke, T. P., Prybutok, V. R., & Kappelman, L. A. (1999). Cautions on the use of the SERVQUAL measure to assess the quality of information systems services. Decision sciences, 30(3), 877-891.
Wong, C. H., Lee, H. S., Chua, B. H., Chai, B. H., & Tan Han, G. W. (2012). Predicting the consumers' intention to adopt mobile shopping: an emerging market perspective. International Journal of Network and Mobile Technologies, 3(3), 24-39.
Wu, P. L., Yeh, S. S., & Woodside, A. G. (2014). Applying complexity theory to deepen service dominant logic: Configural analysis of customer experience-and-outcome assessments of professional services for personal transformations. Journal of Business Research, 67(8), 1647-1670.