• Asia pacific journal of information systems
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• v.25 no.2
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• pp.211-238
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• 2015

Despite longstanding concern with the dimensionality of the service quality construct as measured by ServQual and IS-ServQual instruments, variations on the IS-ServQual instrument have been enduringly prominent in both academic research and practice in the field of IS. We explain the continuing popularity of the instrument based on the salience of the item set for predicting overall customer satisfaction, suggesting that the preoccupation with the dimensions has been a distraction. The implicit mutual exclusivity of the items suggests a more appropriate conceptualization of IS-ServQual as a formative index. This conceptualization resolves the paradox in IS-ServQual research, that of how an instrument with such well-known and well-documented weaknesses continue to be very influential and widely used by academics and practitioners. A formative conceptualization acknowledges and addresses the criticisms of IS-ServQual, while simultaneously explaining its enduring salience by focusing on the items rather than the "dimensions." By employing an opportunistic sample and adopting the most recent IS-ServQual instrument published in a leading IS journal (virtually, any valid IS-ServQual sample in combination with a previously tested instrument variant would suffice for study purposes), we demonstrate that when re-specified as both first-order and second-order formatives, IS-ServQual has good model quality metrics and high predictive power on customer satisfaction. We conclude that this formative specification has higher practical use and is more defensible theoretically.

• Journal of Korean Library and Information Science Society
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• v.46 no.4
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• pp.511-527
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• 2015

The study aims at constructing adaptation model, CampusQual, to evaluate the services which Tsinghua provides for Korean Students. The study is based on ServQual's "expectation-feeling difference" via conducting a survey on satisfaction on their campus life. We implement a survey including 30 questions in 5 sections: demographic statistics, study & information literacy, campus life, social & culture and regulations. Then through CampusQual model, we analyze the Korean students' adaptation level. CampusQual is a new service model that would enable Korean students to better live and study in universities in China. It also provides feasible suggestions and guidance for administrators on improving campus services for Korean Students.

• Journal of Venture Innovation
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• v.2 no.2
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• pp.79-94
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• 2019

The purpose of this study is to explore the factors affecting rural experience by applying the unified push-pull-mooring model. The theoretical model is an unified PPM model that introduces new variables based on PPM. The pull factor of the newly introduced variables were reconstructed based on the Schmitt's Experience model and ServQual model. The hypothesis is set as follows. The push factor will have a negative effect on experience satisfaction and the pull factor(experience attributes, service quality)will have a positive effect on experience satisfaction. Also, mooring factors will have a negative effect on experience satisfaction. The research model of this study was tested by structural equation model based on 314 effective questionnaire data. Service quality had a positive effect on experience satisfaction. Mooring factors have a negative effect on experience satisfaction. Push factor and experience attributes factor were analyzed to have a no significance effect on experience satisfaction. These results theoretically test that the mooring factors also have an important effect on the experience satisfaction in the rural experience. Based on the Schmitt's Experience model and ServQual model introduced as a pull factor, the proposed unified PPM model proved to be a useful analysis framework. In practice, it was able to provide implications on what factors should be strategically and marketingly focused to activate the 6th industry experience.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.6
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• pp.3478-3489
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• 2014

Because the increased number of Internet users and the common use of IT technology via the expansion of domestic IT infrastructure have increased the web site use of companies, Internet users have begun to experience a range of online websites. In a digital environment, entrepreneurial companies who have limited resources will require effective management by analyzing the critical factors of the website quality assessment and focusing their resources to seize the market because the website quality built in the company directly affects the satisfaction and purchase activity of the customers. In this study, a total of 523 surveys from the customers visiting online websites of the entrepreneurial companies were collected to analyze the factors between the influencing factors and satisfaction and purchase intention using the ServQual method in the AMOS 18.0 program. This analysis showed that the customers visiting the website are satisfied with the factors of tangibility, reliability and responsiveness of visited websites, and the factor of community, which indicates that the level of customer activity in the web sites is related significantly to the customers' purchase intentions.

• Journal of Information Science Theory and Practice
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• v.3 no.3
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• pp.17-44
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• 2015

Due to the oil business, settlements in the Gulf Region developed into prosperous cities. But in the near future, oil is off. The plans of the Gulf Cooperation Council (GCC) states bank on diversified and knowledge-intensive economies. Are those development plans realistic? What is the state of the art of knowledge institutions in the GCC countries? Applying the theoretical frameworks of Knowledge City and Science Indicators research, we empirically and theoretically studied the emerging Gulf cities Kuwait City (Kuwait), Manama (Bahrain), Doha (Qatar), Abu Dhabi, Dubai, Sharjah (all UAE), and Muscat (Oman). Our methodological framework includes grounded theory, ethnographic field study, ServQual-like quantitative questionnaires and semi-standardized qualitative interviews conducted on-site with informed people, informetrics, and, finally, the use of official statistics. In particular, we describe and analyze the cities' knowledge infrastructures, their academics, and expenditure on R&D as input indicators; and publications as well as graduates as output indicators. A further crucial aspect of a knowledge society is the transition of graduates into knowledge-intensive public services and private companies.

• Journal of Venture Innovation
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• v.3 no.1
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• pp.1-26
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• 2020

The purpose of this study is to explore the factors affecting rural experience by applying the unified push-pull-mooring model. The theoretical model is an unified PPM model that introduces new variables based on PPM. The pull factor of the newly introduced variables were reconstructed based on the Schmitt's Experience model and ServQual model. The hypothesis is set as follows. The push factor will have a negative effect on experience satisfaction and the pull factor(experience attributes, service quality)will have a positive effect on experience satisfaction. Also, mooring factors will have a negative effect on experience satisfaction. The research model of this study was tested by structural equation model based on 314 effective questionnaire data. Service quality had a positive effect on experience satisfaction. Mooring factors have a negative effect on experience satisfaction. Push factor and experience attributes factor were analyzed to have a no significance effect on experience satisfaction. These results theoretically test that the mooring factors also have an important effect on the experience satisfaction in the rural experience. Based on the Schmitt's Experience model and ServQual model introduced as a pull factor, the proposed unified PPM model proved to be a useful analysis framework. In practice, it was able to provide implications on what factors should be strategically and marketingly focused to activate the 6th industry experience.This study examined the impact of start-up education and mentoring on the intentions of business start-up, and verified through empirical analysis whether self-efficacy and resilience were mediated between them. The study surveyed 178 people in their 20s to 50s. The result analysis used the IBM SPSS Statistics 21.0 Statistical Package Program. The analysis performed a regression analysis for factor analysis, correlation analysis, and hypothesis verification. Empirical Research Results. First, it was confirmed that start-up education and mentoring affect on the intentions of business start-up. Second, study shows self-efficacy and resilience has an affect on the intentions of business start-up. Third, start-up education and mentoring affect on self-efficacy and resilience. Fourth, self-efficacy and resilience have been proven to be mediated when entrepreneurship education and mentoring affect on the intentions of business start-up. The results of the research proved that start-up education and mentoring provides and acts as a major role in improving the entrepreneurs' willingness when preparing a start-up. Furthermore, the study also shows the importance of start-up education and mentoring as a proactive variable to promote their will to start-up business. In addition, it was confirmed that the self-efficacy investigated in the preceding study translated into the will to start a business. It was particularly meaningful in that it tested the role of resilience, which was mainly studied in new variables, education and psychology.