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

Semina Halilović   ORCID icon orcid.org/0000-0001-6749-3100 ; School of Economics and Business in Sarajevo, University of Sarajevo

Puni tekst: hrvatski, pdf (231 KB) str. 57-74 preuzimanja: 408* citiraj
APA 6th Edition
Halilović, S. (2015). Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava. Market-Tržište, 27 (1), 57-74. Preuzeto s https://hrcak.srce.hr/139427
MLA 8th Edition
Halilović, Semina. "Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava." Market-Tržište, vol. 27, br. 1, 2015, str. 57-74. https://hrcak.srce.hr/139427. Citirano 03.12.2020.
Chicago 17th Edition
Halilović, Semina. "Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava." Market-Tržište 27, br. 1 (2015): 57-74. https://hrcak.srce.hr/139427
Harvard
Halilović, S. (2015). 'Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava', Market-Tržište, 27(1), str. 57-74. Preuzeto s: https://hrcak.srce.hr/139427 (Datum pristupa: 03.12.2020.)
Vancouver
Halilović S. Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava. Market-Tržište [Internet]. 2015 [pristupljeno 03.12.2020.];27(1):57-74. Dostupno na: https://hrcak.srce.hr/139427
IEEE
S. Halilović, "Utjecaj kvalitete usluge na zadovoljstvo i namjeru nastavka korištenja informacijskih sustava", Market-Tržište, vol.27, br. 1, str. 57-74, 2015. [Online]. Dostupno na: https://hrcak.srce.hr/139427. [Citirano: 03.12.2020.]

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

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

Hrčak ID: 139427

URI
https://hrcak.srce.hr/139427

[hrvatski]

Posjeta: 751 *