Organizational impact of system quality, information quality, and service quality

Enhancing telehealth services development in Pakistani healthcare sectors through examining various medical service quality characteristics

Introduction

The telehealth service increased attention both during and after the Covid-19 outbreak. Nevertheless, there is a dearth of research in developing countries, including Pakistan. Hence, the objective of this study was to examine telehealth service quality dimensions to promote the telehealth behavior intention and sustainable growth of telehealth in Pakistan.

Methods

This study employed a cross-sectional descriptive design. Data were collected from doctors who were delivering telehealth services through a well-designed questionnaire. To examine the hypothesis of the study, we employed the Smart PLS structural equation modeling program, namely version 0.4.

Results

The study findings indicate that medical service quality, affordability, information quality, waiting time, and safety have a positive impact on the intention to engage in telehealth behavior. Furthermore, the adoption of telehealth behavior has a significant favorable effect on the actual utilization of telehealth services, which in turn has a highly good impact on sustainable development.

Conclusion

The study determined that telehealth services effectively decrease the amount of time and money spent on travel, while still offering convenient access to healthcare. Furthermore, telehealth has the potential to revolutionize payment methods, infrastructure, and staffing in the healthcare industry. Implementing a well-structured telehealth service model can yield beneficial results for a nation and its regulatory efforts in the modern age of technology.

Exploring the factors influencing academic learning performance using online learning systems

-Online learning has become vital and fundamental for learning success in higher education institutions to cope with various learning methodologies or crises such as COVID-19. Therefore, this study investigates factors influencing the academic learning performance among diploma and bachelor's degree students who utilize online e-learning systems in Jordan. Using a conceptual model developed from an extensive previous literature review, the study used a quantitative research methodology to collect data via survey questionnaires. Using PLS-SEM, the empirical analysis of 846 questionnaires collected from Jordanian students demonstrates that task-technology fit and students' satisfaction positively influence learning performance and contribute significantly to student academic success using online learning systems. While the quality of system, service, and information are critical determinants of task-technology fit, student interaction, and instructor interaction are critical determinants of student satisfaction. The study highlights the importance of user-friendly interfaces, effective communication channels, collaboration, and positive learning environments. The findings provide practical insights for universities, online learning system designers, administrators, and instructors to enhance student-learning outcomes. Additionally, system providers can use these findings to address essential successful tools and features needed to create effective and efficient online learning environments. This study highlights practical implications that support higher education institutions' efforts to enhance their online e-learning systems quality and improve student-learning outcomes while helping system providers address essential successful tools and features needed.

AI in medical education: the moderating role of the chilling effect and STARA awareness

BACKGROUND

The rapid growth of artificial intelligence (AI) technologies has been driven by the latest advances in computing power. Although, there exists a dearth of research on the application of AI in medical education.

METHODS

this study is based on the TAM-ISSM-UTAUT model and introduces STARA awareness and chilling effect as moderating variables. A total of 657 valid questionnaires were collected from students of a medical university in Dalian, China, and data were statistically described using SPSS version 26, Amos 3.0 software was used to validate the research model, as well as moderated effects analysis using Process (3.3.1) software, and Origin (2021) software.

RESULTS

The findings reveal that both information quality and perceived usefulness are pivotal factors that positively influence the willingness to use AI products. It also uncovers the moderating influence of the chilling effect and STARA awareness.

CONCLUSIONS

This suggests that enhancing information quality can be a key strategy to encourage the widespread use of AI products. Furthermore, this investigation offers valuable insights into the intersection of medical education and AI use from the standpoint of medical students. This research may prove to be pertinent in shaping the promotion of Medical Education Intelligence in the future.

Factors impacting clinical data and documentation quality in Australian aged care and disability services: a user-centred perspective

BACKGROUND

Research has highlighted a need to improve the quality of clinical documentation and data within aged care and disability services in Australia to support improved regulatory reporting and ensure quality and safety of services. However, the specific causes of data quality issues within aged care and disability services and solutions for optimisation are not well understood.

OBJECTIVES

This study explored aged care and disability workforce (referred to as 'data-users') experiences and perceived root causes of clinical data quality issues at a large aged care and disability services provider in Western Australia, to inform optimisation solutions.

METHODS

A purposive sample of n = 135 aged care and disability staff (including community-based and residential-based) in clinical, care, administrative and/or management roles participated in semi-structured interviews and web-based surveys. Data were analysed using an inductive thematic analysis method, where themes and subthemes were derived.

RESULTS

Eight overarching causes of data and documentation quality issues were identified: (1) staff-related challenges, (2) education and training, (3) external barriers, (4) operational guidelines and procedures, (5) organisational practices and culture, (6) technological infrastructure, (7) systems design limitations, and (8) systems configuration-related challenges.

CONCLUSION

The quality of clinical data and documentation within aged care and disability services is influenced by a complex interplay of internal and external factors. Coordinated and collaborative effort is required between service providers and the wider sector to identify behavioural and technical optimisation solutions to support safe and high-quality care and improved regulatory reporting.

Factors influencing the digital transformation of sales organizations in Indonesia

A model that can elaborate the interaction between research variables influencing digital transformation, especially on the performance of sales organizations in Fast-Moving Consumer Goods companies, is fundamental. It allows the decision-makers to take proper action for their companies' optimization. By using Partial Least Squares Structural Equation Modeling (PLS-SEM) to build a model that can describe the interaction between Leadership Model, Organizational Citizenship Behavior, and Sales Management in 346 respondents working in various Fast-moving Consumer Goods companies in Indonesia, the present study found the most respondents were from the Special Capital Region of Jakarta (40.7%). It was found that the Sales Director (50.0%) was the most responsible for digital transformation implementation within the sales organization. Most respondents answered that effectiveness in the company's Internal Business Processes was the primary goal of digital transformation (28.1%). Concerning the success parameters of the digital transformation, Business Processes were the prominent expression of successful implementation (19.4%), with Sales Automation (37.4%) as the main activity in their digital transformation. Three hypotheses with the variables of leadership models, organizational citizenship behavior (OCB), and sales management control, had proven to affect digital transformation positively. Later, in four hypotheses where sales organization performance was set as the dependent variable, it was found that the leadership model influenced organization performance with digital transformation as a mediator. Finally, the last three hypotheses, with variables of sales management control, organizational citizenship behavior, and leadership model, positively influenced organization performance through digital transformation as a mediating variable. Leaders in organizations who carry out digital transformation must ensure that their organizations can respond to disruptions related to the use of digital technology in order for an organization to achieve proper performance.

A systematic literature review of the role of trust and security on Fintech adoption in banking

Fintech's development has amplified cybercrime, prompting trust and security concerns in banking. While earlier research predominantly viewed Fintech adoption through a tech-centric lens, emphasising its benefits, there is a paucity of studies on cognitive resistance arising from Fintech controversies. This review synthesises previous Fintech literature on behavioural intentions in banking, emphasising the role of trust, security, and other factors, and highlights existing research gaps. Utilising the ROSES (RepOrting standards for Systematic Evidence Syntheses) framework, a Systematic Literature Review was conducted, analysing 26 articles from Scopus and Web of Science (WoS) databases (2009-2022). Thematic analysis produces five primary themes (UTAUT2 variables; risk; trust; quality; and other), branching into 24 sub-themes. The weight analysis emphasises the best well-utilised predictors like performance expectancy, trust, security, perceived usefulness, and attitude. In addition, the review identifies research gaps and offers recommendations for future studies using the TCCM (Theory, Context, Constructs, and Method) framework. This research provides insights to Fintech companies and regulatory authorities on the preferred attributes of Fintech services that can enhance their adoption within the banking sector.

The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers' reviews

Customer Relationship Management (CRM) is a method of management that aims to establish, develop, and improve relationships with targeted customers in order to maximize corporate profitability and customer value. There have been many CRM systems in the market. These systems are developed based on the combination of business requirements, customer needs, and industry best practices. The impact of CRM systems on the customers' satisfaction and competitive advantages as well as tangible and intangible benefits are widely investigated in the previous studies. However, there is a lack of studies to assess the quality dimensions of these systems to meet an organization's CRM strategy. This study aims to investigate customers' satisfaction with CRM systems through online reviews. We collected 5172 online customers' reviews from 8 CRM systems in the Google play store platform. The satisfaction factors were extracted using Latent Dirichlet Allocation (LDA) and grouped into three dimensions; information quality, system quality, and service quality. Data segmentation is performed using Learning Vector Quantization (LVQ). In addition, feature selection is performed by the entropy-weight approach. We then used the Adaptive Neuro Fuzzy Inference System (ANFIS), the hybrid of fuzzy logic and neural networks, to assess the relationship between these dimensions and customer satisfaction. The results are discussed and research implications are provided.

De-contextual communication: Factors influencing usage intentions of metaverse technology in digital library services

This study aims to investigate the factors influencing the usage intentions of metaverse technology in digital library services within higher learning institutions, using the unified system information theory. To achieve this, an online survey was conducted among university staff and students, utilizing a link-scale measurement. Various factors affecting the usage intention of metaverse technology in library services were computed through transformation models such as UTAUT, DM, ISS, and TTF. Subsequently, the model parameters were empirically tested using partial least squares structural equation modeling (PLS-SEM) to identify the significant factors influencing the usage intention of metaverse technology. The results of the study reveal that users' intentions to use metaverse technology in digital library systems are influenced by perceptions of system use, perceived interaction, perceived usefulness, and perceived ease of use. Notably, these influences vary depending on the user's intended task. These findings provide valuable insights into the factors that affect the adoption and usage intentions of metaverse technology in the context of digital library services in higher learning institutions. This research contributes to enhancing understanding and guiding future strategies for leveraging metaverse technology effectively in educational environments.

Psychological assessment of AI-based decision support systems: tool development and expected benefits

This study aimed to develop an evaluation tool that assesses the use of AI-based decision support systems (DSSs) in professional practice from a human-centered perspective. Following the International Organization for Standardization, this perspective aims to ensure that the use of interactive technologies improves users' psychological load experience and behavior, e.g., in the form of reduced stress experience or increased performance. Concomitantly, this perspective attempts to proactively prevent or detect and correct the potential negative effects of these technologies on user load, such as impaired satisfaction and engagement, as early as possible. Based on this perspective, we developed and validated a questionnaire instrument, the Psychological Assessment of AI-based DSSs (PAAI), for the user-centered evaluation of the use of AI-based DSSs in practice. In particular, the instrument considers central design characteristics of AI-based DSSs and the corresponding work situation, which have a significant impact on users' psychological load. The instrument was tested in two independent studies. In Study 1, N = 223 individuals were recruited. Based on the results of item and scale analyses and an exploratory factor analysis, the newly developed instrument was refined, and the final version was tested using a confirmatory factor analysis. Findings showed acceptable-to-good fit indices, confirming the factorial validity of the PAAI. This was confirmed in a second study, which had N = 471 participants. Again, the CFA yielded acceptable-to-good fit indices. The validity was further confirmed using convergent and criterion validity analyses.

Do system quality and information quality affect job performance? The mediation role of users' perceptions

This study aims to analyze the influence of the system quality and information quality from the Correctional Database System (CDS) on the job performance of correctional Technical Support Officers (TSO) in Sumatra, either directly or through the mediating role of perceived ease of use and perceived usefulness. This study tested 118 correctional officers selected by the purposive sampling technique. A quantitative approach is used with Partial Least Square-Structural Equation Modeling analysis technique. It was found that the direct influence of the system and information quality on job performance is insignificant. Nonetheless, it shows that perceived ease of use and perceived usefulness fully mediate system quality and information quality on job performance. The findings demonstrate that perceived ease of use and perceived usefulness are important factors that motivate individual performance when supported by high-quality information systems. This study provides an overview of the use of a mandatory system for public organizations and the effects on user performance. It can be used as a basis for correctional institutions to strengthen and maintain a positive perception of CDS among their officers, such as through mentoring programs.

The Role of Platform Quality on Consumer Purchase Intention in the Context of Cross-Border E-Commerce: The Evidence from Africa

Africa, as one of the rapidly growing markets, presents a significant opportunity for cross-border e-commerce companies to penetrate their consumer market, which is in dire need of development. This study utilizes the Information System Success model to investigate the impact of cross-border e-commerce platform quality on consumers' purchase intentions. Additionally, the study identifies the role of perceived value and trust in the purchase process. Moreover, the moderating effect of consumer acculturation on the relationship between cross-border platform quality and perceived value is examined. A total of 446 valid responses were obtained through a questionnaire survey and analyzed using structural equations. The findings reveal that platform information quality, system quality, and service quality significantly enhance consumers' perceived value, thereby positively influencing their purchase intention. Furthermore, the results highlight the joint effect of perceived value and trust on purchase intention, and trust plays a mediating role in this relationship. The moderating effect of acculturation is also confirmed, indicating that it negatively moderates the impact of system and information quality on perceived value, while positively moderating the impact of service quality on perceived value. These findings complement and extend existing cross-border e-commerce research and provide valuable insights into the buying behavior of African consumers.

Optimising the quality of clinical data in an Australian aged care and disability service to improve care delivery and clinical outcomes (OPTIMISE): Protocol for an Agile Lean Six Sigma study

BACKGROUND

In Australia, aged care and disability service providers are legally required to maintain comprehensive and accurate clinical documentation to meet regulatory and funding requirements and to support safe and high quality care provision. However, evidence suggests poor quality clinical data and documentation is widespread across the sector and can significantly affect clinical decision-making and care delivery and increase business costs.

OBJECTIVE

The OPTIMISE study uses an Agile Lean Six Sigma framework to: 1) identify opportunities for optimisation of clinical documentation processes and clinical information systems, 2) implement and test optimisation solutions, and 3) evaluate outcomes post-optimisation, in a large post-acute community-based health service providing aged care and disability services in Western Australia.

METHODS

A three-stage prospective optimisation study will be undertaken. Stage 1 (Baseline) will measure existing clinical data quality, identify root causes of data quality issues across services, and generate optimisation solutions. Stage 2 (Optimisation) will implement and test changes to clinical documentation processes and information systems using incremental Agile sprints, and Stage 3 (Evaluation) will evaluate change in primary and secondary outcomes from baseline to 12 months post-optimisation. The primary outcome is data quality measured in terms of Defects Per Unit (DPU), Defects Per Million Opportunities (DPMO) and Sigma level. Secondary outcomes are care delivery (direct care time), clinical incidents, business outcomes (cost of quality, workforce productivity), and user satisfaction. Case studies will be analysed to understand impacts of optimisation on clinical outcomes and business processes.

RESULTS

As of 1 June 2022, Stage 1 commenced with baseline data quality audits conducted to measure current data quality. Baseline data quality audits will be followed by user consultations to identify root causes of data quality issues. Optimisation solutions will be developed by January 2023 to inform optimisation (Stage 2) and evaluation (Stage 3).

CONCLUSIONS

Study findings will be of interest to individuals and organisations in the healthcare sector seeking novel solutions to improve the quality of clinical data and support high quality care delivery and reduce business costs.

CLINICALTRIAL

N/A.

Investigating the impact of virtual tourism on travel intention during the post-COVID-19 era: evidence from China

This study explores the mechanism that contributes to travel intention in the field of virtual tourism. The overall research method is based on the "Stimulus-Organism-Response" theory. In the research model, the effects of content quality, system quality, and interaction quality in virtual tourism on tourism experience and travel intention are explored, as well as the role of virtual attachment and travel intention. A total of 390 respondents were invited to participate in a virtual tourism experience, and provide feedback through a questionnaire. SmartPLS 3.3.2 was used to validate the causal model, and most of the study hypotheses were supported. The findings show that virtual tourism significantly promotes travel intention. Specifically, content quality, system quality, and interaction quality positively affect tourists' travel intention through the complementary mediations of tourism experience and virtual attachment; and system quality even directly promotes travel intention. However, tourism experience does not affect virtual attachment. The present study extends prior studies on virtual tourism with SOR as a general model for field tourism experience research, while demonstrating the effectiveness of virtual tourism in promoting tourists' travel intention. The results are useful in assisting governments with developing relevant policies and services, as well as helping tourism companies understand virtual tourism as an enhancement for tourist travel intention, thus contributing to the recovery of the tourism industry in the post-COVID-19 era.

Association of artificial intelligence use and the retention of elderly caregivers: A cross-sectional study based on empowerment theory

AIM

The purpose of this study is to investigate how the use of artificial intelligence is associated with the retention of elderly caregivers.

BACKGROUND

The turnover of elderly caregivers is high and increasing. Elderly care institutions are beginning to use artificial intelligence to support caregivers in their work, and the use of technology is critical to staff retention. Empowerment of elderly caregivers has been neglected by managers and researchers.

METHODS

This cross-sectional study involved 511 elderly caregivers in 25 elderly institutions. Six validated standardized scales were used for data collection, and the software SPSS and SmartPLS were used for data analysis.

RESULTS

The quality of artificial intelligence has a significant positive effect on empowerment. Artificial intelligence psychological empowerment (β = .355, p < .001) and artificial intelligence structural empowerment (β = .375, p < .001) both had positive effects on retention intention, and the jointly explained variance (R² ) was 42.6%.

CONCLUSIONS

The results show that a significant relationship exists between artificial intelligence empowerment and retention intention. Elderly caregivers with more structural empowerment have higher retention intention.

IMPLICATIONS FOR NURSING MANAGEMENT

Artificial intelligence suppliers need to pay attention to the role of product quality in elderly care services, continuously improve artificial intelligence quality, and strengthen the application and routine maintenance of artificial intelligence technologies. Elderly care institution managers should pay special attention to artificial intelligence structural empowerment (such as artificial intelligence-related education and training, learning and development opportunities, and resource support).

The technological intervention in e-health management: evidence from Thailand

Purpose

The e-health services came up as an effective tool to mitigate effects of COVID-19 and following social distance norms. This study highlighted an issue of contentious usage intentions of e-health services among Thai older citizens. This study aims to examine the relationship of social influence (SI), information quality (IQ) and the digital literacy (DL) to contentious usage intentions.

Design/methodology/approach

This study follows quantitative techniques, and the sample size is 140 to analyze, that is collected from the older Thai citizens. The convenient sampling technique was used to collect the data and the items were measured by using a five-point Likert scale.

Findings

The findings of this study are having mixed results. The effect of DL and satisfaction (SAT) on continuous usage intention (CUI) is significant. The effect of IQ and SI on CUI is non-significant. The effect of IQ and SI on SAT is significant. Further, the mediating effect of SAT between IQ and CUI is non-significant. However, the mediating effect of SAT between SI and CUI is significant.

Originality/value

This study contributes to knowledge by empirical testing of DL and usage of the medicine. Furthermore, to the best of the authors’ knowledge, this study is one of the rare studies that incorporate technological intervention for drug usage intentions.

Research on the influencing factors of users’ information processing in online health communities based on heuristic-systematic model

With the rapid development of the Internet and the normalization of COVID-19 epidemic prevention and control, Online health communities (OHCs) have gradually become one of the important ways for people to obtain health information, and users have to go through a series of information processing when facing the massive amount of data. Understanding the factors influencing user information processing is necessary to promote users’ health literacy, health knowledge popularization and health behavior shaping. Based on the Heuristic-Systematic Model (HSM), Information Ecology Theory, Privacy Trade-Off and Self-Efficacy Theory, we constructed a model of factors influencing user information processing in online health communities. We found that information quality and emotional support had indirect effects on heuristic and systematic information processing, and these effects were mediated by privacy concerns and self-efficacy. In our research model, systematic information processing was most positively influenced directly by self-efficacy. Privacy concerns had a direct negative correlation with both dual information processing pathways. Therefore, OHCs managers should develop relevant regulations to ensure the information quality in OHCs and improve privacy protection services to promote user information processing by improving users’ self-efficacy and reducing their privacy concerns. Providing a user-friendly and interactive environment for users is also recommended to create more emotional support, thus facilitating more systematic information processing.

Understanding knowledge sharing in online health communities: A social cognitive theory perspective

With the growing conflict between increased health awareness and the relative shortage of offline medical resources, online health communities (OHCs) have become an important resource for people seeking help with health difficulties. However, patients joining OHCs prefer to learn about health knowledge rather than to share. As a result, the supply and demand of health information in OHC are out of balance. We collected data from users of four major Chinese OHCs using a questionnaire survey to examine the knowledge sharing intention of OHCs users. A total of 324 cases were included in the final sample. We use structural equation modeling approach to test the proposed hypotheses. The results show that user environmental factors including informational support and emotional support affect trust toward members. Platform environmental factors including information quality and service quality affect trust toward community. Both trust toward members and trust toward community positively influence community commitment. Community commitment and trust toward members positively influence users’ attitudes toward knowledge sharing. Both community commitment and attitude toward knowledge sharing have been proven to be strong predictors of knowledge sharing intentions.

ERP Quality and the Organizational Performance: Technical Characteristics vs. Information and Service

Enterprise resource planning (ERP) systems have become the most important tool for integrating businesses and achieving the “once only” principle in data entry, which contributes to resource efficiency, the enhancement of numerous organizational processes and capabilities, and, ultimately, improved business performance. In this study, we examine the ERP system’s quality as the company’s dynamic capability, contributing to business performance according to the dynamic capability perspective. Thus, we incorporate theoretical mechanisms into the model of the ERP system’s dimensions as a function of financial and non-financial organizational performance. We hypothesized that companies with a better ERP system, with all three dimensions, information, system, and services, will achieve better non-financial and financial performance. The model was tested using primary data collected using a survey method in the environment of a developing country, where the digital transformation of companies is still at a lower level. Structural equation modeling was employed for data analysis, and the results suggest a positive relationship between ERP system quality and both types of organizational business performance. The results indicate that not all dimensions have the same effect. The quality of information and service is particularly important for business performance until the system’s technical characteristics have no significant effect.

Understanding the drivers of the public value of e-government: Validation of a public value e-government adoption model

This study examined the factors driving the public value of e-government from the viewpoint of the Chinese people. The usage of ICT through e-government systems must generate the adequate corresponding public value that can motivate the acceptance of e-government services. The sample 517 data generated from Chinese citizens were analyzed using AMOS 23 software by undertaking the structural equation model system of analysis. The results show that constructs such as information quality, service parameters, user orientation, efficiency, openness, and responsiveness were significantly related to the public value of e-government. Additionally, the research validated that the public value of e-government has a direct influence on the behavioral intention to adopt e-government services. The managerial and practical implications of these research findings on the public value of e-government and the acceptance of e-government services are dissected meticulously.

Can resilience promote calling among Chinese nurses in intensive care units during the COVID-19 pandemic? The mediating role of thriving at work and moderating role of ethical leadership

Background

Nurses working in the intensive care unit (ICU) clung tenaciously to their job during the COVID-19 pandemic in spite of enduring stressed psychological and physical effects as a result of providing nursing care for the infected patients, which indicates that they possessed a high degree of professionalism and career calling. The aim of this study was to explain the associations between resilience, thriving at work, and ethical leadership influencing the calling of ICU nurses.

Methods

From December 2020 to January 2021 during the COVID-19 pandemic, a cross-sectional survey of 15 provinces in China was conducted using an online questionnaire. A total of 340 ICU nurses (effective response rate: 64.89%) completed sufficient responses to be used in the study. Sociodemographic factors, job demographic factors, resilience, calling, thriving at work, and ethical leadership were assessed using the questionnaire. General linear modeling (GLM), hierarchical linear regression (HLR) analysis, and generalized additive model (GAM) were performed to examine all the considered research hypotheses.

Results

Resilience was positively and significantly associated with calling. Moreover, thriving at work partially mediated the relationship between resilience and calling. The indirect effect of resilience on calling was 0.204 (p < 0.0001), and the direct effect of resilience on calling through thriving at work was 0.215 (p < 0.0001). The total effect of resilience on calling was 0.419 (p < 0.0001). In addition, ethical leadership played a moderating role in the relationship between resilience and calling (β = 0.16, p < 0.05).

Conclusion

Greater resilience can positively predict increased calling among Chinese ICU nurses during the COVID-19 pandemic. Moreover, thriving at work is a mechanism that partly transmits the positive effects of resilience on calling. Overall, nurses possessing greater resilience tend to maintain thriving at work in the face of such adversity, further resulting in subsequently increased calling. Besides, findings suggest that there is stronger influence of resilience on calling among nurses working in an organization managed by an ethical leader. The current findings may offer two insights for nursing practitioners and policymakers in the postpandemic world. First, resilience training and intervention are necessary to foster nurses' sense of thriving at work in the nursing industry, further promoting career calling. Second, better training and effort on the development of ethical leadership for leaders in nursing practice are essential to encourage followers to engage in social learning of ethical behaviors and abiding by normatively appropriate conduct, further enacting prosocial values and expressing moral emotions.

Love Is Blind! Exploring the Impact of Brand Love on eWOM in Chinese Hospitality Industry

The rising penetration and value of online information reviews in the hospitality industry have been extensively examined. People are increasingly interacting on interactive online media, prompting firms to create online communities to share electronic word-of-mouth (eWOM) with them and with one another in order to increase brand love. This study seeks to discover what drives consumers to participate in these online brand communities. To examine the research model, an online survey was conducted on 508 consumers who had shared eWOM on social networking sites (SNS). Structural equation modeling (SEM) was employed to test all hypotheses. The findings show that each of the variables has a high impact on brand love, with information quality and virtual interaction having the most significant impact. As a result of brand love, eWOM is significantly increased. Additionally, findings show that the gender gap in the online setting is increasing, as the influence of all characteristics then reward of online brand communities on brand love was adaptable among both male and female associates. Considering the effects of online features (information quality, system quality, virtual interaction, and reward) on online brand communities' impact on brand love and eWOM. Online hotels manager is advised to carefully develop their marketing strategies to retain and attract new consumers. Furthermore, online hotels manager can use the findings from this study to understand the consequences when eWOM is strongly influenced by online brand communities' features. This study is one of the first to illustrate and empirically confirm insight into how online features affect brand lovers in online brand communities. The study adds to the body of knowledge concerning the effectiveness of social media marketing in the Chinese hotel sector.

A Review of Website Quality and Its Impact on Customer Satisfaction

China is one of the foremost online markets owing to the rising popularity of online shopping, and being the most populated country in the world, it is expected to develop into the largest market in the foreseeable future. India is not far behind. To conduct business online, website quality (WQ) has been regarded as a significant step. Henceforth, for WQ, along with analysis, several discussions have been dedicated. System quality (SQ), information quality (IQ), service quality, and website design are the WQ's strongest elements. Customer satisfaction (CS) is directly and positively affected by WQ. Similarly, CS has a direct and positive effect on purchase intentions (PIs). This effect is mediated significantly by CS with the existence of WQ's effect on PIs. Consequently, CS, WQ, and hypotheses, together with the research methodology, have been reviewed here. Website accuracy, along with consistency, is also explained here.

Effect of the Standardization of Service Platforms for High-Involvement PropTech Services

In this study, we focus on the innovation resistance that has appeared in the process of accepting changed information technology services after the COVID-19 pandemic. Based on a survey of property technology (PropTech) service users in Korea, this study proposes an extended technology acceptance model that considers the antecedent variables of the information systems success model to implement a standard PropTech service platform, and analyzes the influence of the selected parameters. Service quality was applied as the antecedent variable to define system quality and service standards, considering the establishment of the service standards process suggested by the company. The selected parameters were the demand for the personalization of the service and the resistance to innovation, which implies the degree to which consumers refuse to accept new technologies. To this end, we conducted a questionnaire survey of 524 PropTech users from 11 October 2021 to 15 November 2021. This study analyzes the factors affecting consumers’ continued use intention in order to derive the service standardization of PropTech operations, and presents the mediating effects of innovation resistance and personalization to derive the implications for service standardization. The implications of this study are as follows: first, the possibility of innovation resistance in the PropTech service sector and its mechanisms are presented. Second, the necessity of redefining the quality dimension is proposed. Finally, we identify that additional research on innovation resistance to PropTech services is needed.

Supply chain management practices, retail outlets attributes and organisational performance: a case of organised food retailers in India

Purpose

The aim of this study is to examine the impact of supply chain management (SCM) practices and retail outlet attributes on the performance of organised food retailers in India during COVID-19 pandemic.

Design/methodology/approach

Authors conducted empirical research with SCM practices and retail outlet attributes to evaluate the retailers’ performance. The authors present the results from 321 valid responses from the Indian food retailers. The study used structured equation modeling to present the analysis and the results.

Findings

The findings of this study reveal that most of the SCM practices (i.e. information technology, level of information sharing, customer relationship, supplier relationship and goal congruence) have a positive impact on performance except the quality of information sharing. The results show that in the time of the pandemic, the retail outlet attributes (image, service quality and convenience) have no significant relationship with the food retailer’s performance while SCM practices are necessary to achieve better performance of the food retailers.

Research limitations/implications

A proactive approach is needed from retailers at the time of pandemic situations to manage the supply chains. The retailers must be extra careful in screening the suppliers for the short and long run. The reason being that in the situation of pandemic, customers might be more demanding and hence, food retailers need to pay special attention to gain growth. It is also required that the policymakers should give importance to the implementation of these SCM practices to be positioned differently.

Originality/value

The research can be valued in terms of its original contribution towards companies in overcoming the disruption caused by COVID-19 to maintain a balance between demand and supply and proposes a completely new theoretical framework. The proposed theoretical model would add value to the existing literature to help the retailers in process of their performance improvement. The study has provided insights for retail organisations, suppliers and government departments to manage their SCs more effectively and efficiently during the pandemic.

The effect of digital accounting systems on the decision-making quality in the banking industry sector: a mediated-moderated model

Purpose

Recently, the increasing development of digital accounting systems has raised their effects on the quality of decision-making. Consequently, this research aims to evaluate the effects of digital accounting systems success factors on the advancement of decision-making quality in Jordanian banks.

Design/methodology/approach

The questionnaires were sent to 187 decision-makers who are actual users of digital accounting systems in Jordanian banks. A quantitative research approach was adopted to test the proposed research model based on the partial least squares-structural equation modeling method.

Findings

The empirical results of the current research revealed that data and information quality had a significant impact on the overall decision-making quality with the digital accounting systems, whereas system quality had an insignificant impact on it. The results empirical also confirmed that information quality has mediated the relationship between data and system quality and decision-making quality. Eventually, analytical decision-making culture has moderated the relationship between information quality and decision-making quality.

Originality/value

The current research will provide attractive implications and recommendations for practitioners, accounting managers and decision-makers about evaluating the effect of digital accounting systems on improving the decision-making quality in Jordanian banks.

The determinants of Mobile government services adoption: The moderating effect of perceived government support (PGS)

This study holds the view that the m-government success depends on the adequate intervention and support of government. Given this, the study seeks to investigate the role that government support can play on m-government services acceptance. Particularly the study examines the moderating influence of perceived government support (PGS) on m-government services usage. A structural equation model (SEM) method was deployed with Smart PLS 3.0. Analysis from the data captured using a comprehensive Unified Theory of Acceptance and Use of Technology (UTAUT) model, demonstrated that contrary to the initial held view, performance expectancy (PE) did not impact the acceptance behavior of m-government services. Facilitating conditions, security and privacy, trust in m-government and quality of information had a direct positive influence on m-government services adoption. The findings also revealed that PGS had a significant moderating influence on PE, facilitation conditions, and trust towards the adoption of mobile government services. However, perceived government support had no significant moderating effect on security and privacy and information quality on the adoption of m-government services. These results guide researchers and practitioners in respect of the role government support plays in making m-government a success and how government aid should be designed to have the maximum impact on changing the adoption behavior of citizens.

The influence of accounting information system on management control effectiveness: The perspective of SMEs in Yemen

In today’s competitive market, SMEs need to realize that accounting information system (AIS) can enhance management control effectiveness (MCE) - one of the areas necessary for their survival and success. This paper aimed to measure the influence of AIS success on MCE among SMEs of Yemen, a less developed country, as research and knowledge are very limited in such context. Data were collected from 315 SME owners and managers via a questionnaire. SmartPLS 3 software was employed for data analysis. The results concluded positive links between AIS success and MCE. Specifically, the results revealed that AIS information quality, system quality, and usage positively impact MCE; quality of information and system are essential drivers of AIS usage and satisfaction; user satisfaction positively influences AIS usage. Interestingly, the quality of service showed to be insignificant in the context of AIS. Moreover, user satisfaction showed no significant impact on MCE. This research is deemed one of the first to introduce empirical evidence on the influence of AIS success on MCE among SMEs in Yemen, as a less developed country context.

An empirical assessment of enterprise information systems success in a developing country: the Jordanian experience

Purpose

The paper discusses the assessment of enterprise information systems (EIS) success in an organizational context is one area that is not sufficiently researched. This lack of theoretical attention prompted the authors to measure EIS success in the organizational setting of Jordanian listed firms.

Design/methodology/approach

Based on the DeLone and McLean success model and by adopting a quantitative approach, survey data were collected through questionnaires. The established questionnaires were distributed to 250 senior IT executives who use EIS and a total of 134 valid questionnaires were empirically tested via the Smart-PLS technique.

Findings

The investigation findings indicate that information and system quality had a positive impact on user satisfaction and individual impact. User satisfaction had a positive influence on individual impact, both of which eventually lead to organizational impact. The results also showed that the model used has adequate convergent and discriminant validities, as well as sufficient reliability.

Practical implications

The outcomes can help managers and practitioners more effectively understand the factors influencing EIS success among Jordanian listed firms.

Originality/value

This research paper is the very first in assessing EIS success from an organizational perspective in developing country such as Jordan.

The Impact of Quality of Big Data Marketing Analytics (BDMA) on the Market and Financial Performance

Impact of quality of big data marketing analytics (BDMA) was analyzed, with special attention to the BDMA dimensions of technology and information quality, and the level of deployment on perceived market and financial performance. The sample was collected with Canadian and U.S. marketing respondents with experience in big data (BD) deployment (N=236). The model analysis was done with PLS-SEM. The study highlights how technology and information quality are related to the market and financial performance with high predictive validity and strength. Also, the level of deployment had a significant impact on both the technology and information quality in BDMA. The study provides an understanding of how the level of deployment impacts BDMA technology and information quality dimensions; and how they individually contribute to the enhancement of a firm's market and financial performance from the perspective of marketing personnel with experience in deployment of BDMA. It is also evident that the more advanced the firm is in the deployment of BD, the higher the technology and information quality.

Investigating the Effects of IS Quality on Firm Performance from the Business Executives Perspective

Given the lack of knowledge on IS success evaluation at the organizational level, the purpose of this study is to integrate the resource-based view, process-oriented approach, IS success models into an integrated model to examine the relationship between the IS quality and its performance impacts. This study also examines the moderating effect of the firm’s business strategy on this relationship. The model is tested on a sample of 102 Tunisian firms using the structural equation modeling method. The results show that business-process performance and individual performance played a role of partial mediation in the relationship between IS quality and organizational performance. The results also indicate that the mediation process between IS quality and organizational performance via the business-process performance differs depending on the business strategy. This article is one of a few early efforts that address the role of business strategy in explaining the performance impacts of IS quality.

Analysing the impact of smart city service quality on citizen engagement in a public emergency

The outbreak of novel coronavirus disease 2019 (COVID-19) has brought great challenges to the improvement of global smart city services. To date, few studies have been conducted on the effects of service quality on citizen engagement in smart cities in a public emergency. Based on the stimulus-organism-response (SOR) model and uncertain management theory, this study analyses the impact of the service quality of smart city system on citizen engagement in a public emergency. Data were collected in Chinese smart cities. Three valuable and novel results are identified. First, high-quality information content, highly reliable systems and highly responsive systems have a significant positive effect on citizens' continuous experiences, but not on citizens' immediate experiences. Second, both the immediate and continuous experiences of citizens have a significant positive effect on citizen engagement. Third, continuous experiences impose a full mediation effect between information content and citizen engagement, between reliability and citizen engagement and between responsiveness and citizen engagement. As its main contribution, this study focuses on the construction of a theoretical model. Based on this model, smart city managers can understand citizens' reactions in public emergencies from stimulation to experience and their behaviours in relation to smart city services.

Assessing the effectiveness of accounting information systems in the era of COVID-19 pandemic

Purpose

This study aims to evaluate the Accounting Information Systems (AIS) effectiveness on the organizational level by extending DeLone and McLean success model in developing countries like Jordan. Unlike other studies, this study investigates the effects of system quality, information quality, process quality, collaboration quality, service quality, individual performance and workgroup performance toward organizational performance during the period of the COVID-19 pandemic outbreak.

Design/methodology/approach

A self-administrated survey was used to collect data from 104 accounting managers operating in listed Jordanian firms in the Amman Stock Exchange (ASE). The partial least squares-structural equation modeling method was used for data analysis.

Findings

Eight relationships were tested, whereby six were supported as was expected. Particularly, the empirical results reveal that individual performance is positively and significantly influenced by information quality, process quality and service quality. Furthermore, workgroup performance is positively and significantly influenced by individual performance. The results also show that organizational performance is impacted by individual performance and workgroup performance.

Originality/value

The current study is among the first empirical studies that has extended the information systems success model to evaluate AIS success during COVID-19 pandemic. This study also offers insights into the importance of AIS success among listed Jordanian firms in ASE.

Assessing individual behavior towards adoption of telemedicine application during COVID-19 pandemic: evidence from emerging market

Purpose

This study attempts to gain insight into what factors influence individual behavior towards the adoption of telemedicine application during coronavirus disease 2019 (COVID-19) pandemic. The research model incorporates two well-known theories namely the extended unified theory of acceptance and use of technology (UTAUT2) and DeLone and McLean information success model to examine individual behavior towards the adoption of telemedicine application.

Design/methodology/approach

The research design of this study is based on quantitative research approach. During research survey, 350 valid responses were received from Pakistani citizens and examined to understand citizen's behavior towards the adoption of telemedicine applications. The research model was empirically tested with the latest statistical approach namely variance-based structural equation modeling (VB-SEM).

Findings

The results of the structural equation modeling have revealed that altogether performance expectancy, social influence, effort expectancy, facilitating condition, habit, hedonic motivation, price values, information quality, system quality and service quality explained 77.9% variance in determining user behavior towards adoption of telemedicine application. The predictive relevance of the research model was found substantial in measuring user behavior to adopt telemedicine applications. The research framework is further extended with moderating role of perceived severity between the relationship of user intention and actual usage behavior. Results confirmed that the positive relationship between intention to adopt telemedicine health application and usage behavior will be stronger when perceived severity is higher.

Practical implications

Theoretically, this study integrates extended UTAUT2 and DeLone and McLean information success model and contributes to e-health literature. Practically, this research suggests that by improving user performance expectancy and effort expectancy, managers and healthcare professionals can boost user confidence towards the adoption of telemedicine applications.

Originality/value

This study is unique as it integrates the extended UTAUT2 with DeLone and McLean information success model and perceived severity to investigate user behavior towards adoption of telemedicine application during COVID-19 pandemic. Additionally, the integration of theories contributes to information system literature in the context of the adoption of telemedicine applications.

Overcoming the Single-IS Paradigm in Individual-Level IS Research

Over the years, the number of digital technologies that individuals use in their work and nonwork lives has increased significantly. These different technologies are often subject to interactions and interdependencies among them, which creates new challenges and opportunities for individuals. For instance, multiple digital technologies might be incompatible or offer redundant information to individuals. In this research, we offer a framework that can help scholars to study phenomena that involve multiple digital technologies and can assist designers and developers in making design decisions that facilitate beneficial interactions between technologies and mitigate undesirable ones.

Students' Performance in Online Learning Environment: The Role of Task Technology Fit and Actual Usage of System During COVID-19

The 2019 Pandemic has forced students to take online classes, increasing their stress levels and negatively impacting their academic performance. This issue urges the development of a mechanism to make online learning more effective in this nerve-racking time. Therefore, the present study has integrated the task technology fit (TTF) model and the DeLone and McLean Model of Information Systems Success (DMISM) to address the stated issue. The data were collected from 330 and 326 students of top-ranked public and private universities of Punjab, respectively. The theoretical framework was analyzed with the help of structural equation modeling (SEM) using Analysis of Moment Structures (AMOS). The findings indicate that overall quality positively predicts performance through the mediating role of user satisfaction and TTF. The overall quality also positively elevates performance through the mediating role of user satisfaction and actual usage of the system. Moreover, perceived usefulness proved to be a moderator between overall quality and user satisfaction. Finally, the expected practical and theoretical implications have also been discussed.

The role of big data analytics capabilities in bolstering supply chain resilience and firm performance: a dynamic capability view

Purpose

Big data analytics capability (BDAC) can affect firm performance in several ways. The purpose of this paper is to understand how BDA capabilities affect firm performance through supply chain resilience in the presence of the risk management culture.

Design/methodology/approach

The study adopted a cross-sectional approach to collect survey-based responses to examine the hypotheses. 167 responses were collected and analyzed using partial least squares in SmartPLS3. The respondents were generally senior IT executives with education and experience in data and business analytics.

Findings

The results show that BDA capabilities increase supply chain resilience as a mediator by enhancing innovative capabilities and information quality, ultimately leading to improved firm performance. In addition, the relationship between supply chain resilience and firm performance is influenced by risk management culture as a moderator.

Originality/value

The present study contributes to the relevant literature by demonstrating the mediating role of supply chain resilience between the BDA capabilities relationship and firm performance. In this context, some theoretical and managerial implications are proposed and discussed.

The more you know, the better you act? Institutional communication in Covid-19 crisis management

The plurality of communication channels and the spread of fake news are widespread phenomena in today's society. Those constituted a serious risk during the Covid-19 pandemic crisis management, increasing the confusion among the population. This research aims at assessing the effectiveness of institutional communication amid the management of the Covid-19 pandemic crisis in Italy. We first assessed the phenomenon by building a structured theoretical background stressing the concepts of risk communication, community engagement, and health literacy, highlighting the dynamic and continuously changing scenario of communication strategies, also due to the spread of social media and the mutation of conventional media outlets. We sent a questionnaire to a sample of citizens to assess the impact of three predictors, i.e., the perceived communication, the perceived knowledge, and the perceived information. Based on answers, we built an ordered logit model assigning continuous intervals as values for the dependent variables. The observed results enhanced the crucial role of the phenomenon of health literacy and the impact of asymmetric information on the effectiveness of institutional communication. Education played a fundamental role in understanding communication pillars and building an individual consciousness about health risks prevention.

Understanding the acceptance of the Internet of Things: an integrative theoretical approach

Purpose

Guided by the frameworks of the technology acceptance model, uses and gratifications theory and the information systems success model, this study develops and validates an adoption model for the Internet of Things (IoT).

Design/methodology/approach

The measurement and research models are statistically validated via a confirmatory factor analysis and a structural equation modeling analysis of data collected from 262 IoT users.

Findings

The results indicate that the IoT is expected to deliver accurate and up-to-date information via an accessible and reliable system to enhance its usefulness and ease of use, which leads to greater adoption. The results further reveal that sufficient knowledge and adequate understanding of the IoT outweigh technology discomfort, which, in turn, have a positive effect on individuals' motivation to use the IoT.

Originality/value

This study distills a rich set of antecedents to build a comprehensive theory of IoT acceptance and sheds light on the adoption of future pervasive information and communications technologies.

Evaluating ERP systems success: evidence from Jordanian firms in the age of the digital business

Purpose

This paper aims to propose a theoretical extension of the information system success model (ISSM) to evaluate enterprise resource planning (ERP) success at an organizational level in Jordan. It explores whether information quality, system quality and service quality have a positive impact on both perceived usefulness and user satisfaction as antecedents of organizational impact.

Design/methodology/approach

A questionnaire was undertaken to gather data from chief information officers among Jordanian firms, with a total of 134 valid returns tested via partial least squares structural equation modeling.

Findings

The results showed that most of the research hypotheses proposed are empirically supported, with the exception of the influence of service quality on user satisfaction which was extremely low.

Originality/value

To the best of the authors’ knowledge, this is the first empirical work that measured ERP success from an organizational perspective in Jordan. It also provides insight into how the factor of perceived usefulness is incorporated into ISSM in the mandatory system case and its influences on organizational benefits.

Social network service based on ABC theory

BACKGROUND: The rapid development of information technology has changed the interactive behaviors in people’s daily lives. OBJECTIVE: The purpose of this paper is to investigate as to whether the characteristics of the social network service (SNS) can increase the motivation (antecedent) of the SNS users; and in turn, increase their affection and cognitive (beliefs) towards the SNS; and then increase their purchase behavior (consequence). METHODS: This study uses the antecedent belief consequence (ABC) theory, and collects data from the SNS users in Taiwan, with a total of 188 valid surveys were completed for model testing. RESULTS: The findings show that: (1) The SNS characteristics (information and service qualities), indeed, have influenced the affection and cognitive of the SNS users, but the system quality can only influence the affection of the SNS users. (2) The purchase behavior of the SNS users have been influenced by the cognitive of the SNS users only, but not by the affection. CONCLUSIONS: The result demonstrates that the beliefs of the SNS users should be considered when the researchers investigate the purchase behavior of the SNS users. This paper also discusses the contribution to the research and the SNS management practice.