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Viewing systems as services: the role of service quality

Conference Paper


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Abstract


  • The significant and sustained growth in services worldwide prompts IS researchers to

    give special attention to service and service concepts as core aspects of the IS field. This

    study proposes that ‘viewing systems as services’ is critical to extend the focus of

    technology-business alignment in service science research. The study evaluates the

    influence of mHealth service quality on satisfaction, perceived value and continuance

    intentions using an interdisciplinary approach. The conceptual model is rooted in the

    traditional cognition - affective– conation chain but explicitly identifies system quality,

    interaction quality and information quality as the core dimensions of mHealth service

    quality. The model is validated in the context of a business-to-consumer (B2C) mHealth

    service systems using PLS path modeling. The results confirm that service quality has a

    direct impact on continuance intentions and an indirect impact through perceived value

    and satisfaction in mHealth service systems.

Authors


  •   Akter, Shahriar
  •   D'Ambra, John (external author)
  •   Ray, Pradeep (external author)

Publication Date


  • 2011

Citation


  • Akter, S., D'Ambra, J. & Ray, P. (2011). Viewing systems as services: the role of service quality. 2011 International Conference on Information Systems (ICIS2011) (pp. 1-18). Shanghai, China: AIS Electronic Library.

Scopus Eid


  • 2-s2.0-84884641774

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=4185&context=commpapers

Ro Metadata Url


  • http://ro.uow.edu.au/commpapers/3125

Has Global Citation Frequency


Start Page


  • 1

End Page


  • 18

Place Of Publication


  • Shanghai, China

Abstract


  • The significant and sustained growth in services worldwide prompts IS researchers to

    give special attention to service and service concepts as core aspects of the IS field. This

    study proposes that ‘viewing systems as services’ is critical to extend the focus of

    technology-business alignment in service science research. The study evaluates the

    influence of mHealth service quality on satisfaction, perceived value and continuance

    intentions using an interdisciplinary approach. The conceptual model is rooted in the

    traditional cognition - affective– conation chain but explicitly identifies system quality,

    interaction quality and information quality as the core dimensions of mHealth service

    quality. The model is validated in the context of a business-to-consumer (B2C) mHealth

    service systems using PLS path modeling. The results confirm that service quality has a

    direct impact on continuance intentions and an indirect impact through perceived value

    and satisfaction in mHealth service systems.

Authors


  •   Akter, Shahriar
  •   D'Ambra, John (external author)
  •   Ray, Pradeep (external author)

Publication Date


  • 2011

Citation


  • Akter, S., D'Ambra, J. & Ray, P. (2011). Viewing systems as services: the role of service quality. 2011 International Conference on Information Systems (ICIS2011) (pp. 1-18). Shanghai, China: AIS Electronic Library.

Scopus Eid


  • 2-s2.0-84884641774

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=4185&context=commpapers

Ro Metadata Url


  • http://ro.uow.edu.au/commpapers/3125

Has Global Citation Frequency


Start Page


  • 1

End Page


  • 18

Place Of Publication


  • Shanghai, China