Servqual and service trust as moderation variables in the analysis of user satisfaction in the use of ciputra education digital experience: TAM2 approach
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Dec 21, 2023
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Abstract
The development of Technology 5.0 and the occurrence of COVID-19 have made the implementation of technology a crucial aspect, especially in education, particularly in the data management of higher education institutions. The Research and Community Service Institute of Ciputra University Surabaya has developed and implemented the Ciputra Education Digital Experience (CEdX) information system, but no evaluation has been conducted before. The theory used in this research is the Technology Acceptance Model 2 (TAM2), with the moderating variables of Service Quality (Servqual) and Service Trust. A quantitative research method is employed, with data collection using a questionnaire, and data processing using SMARTPLS 4. Based on 228 collected data, all variables meet validity criteria, with outer loading > 0.6 and fulfilling construct reliability, with Cronbach's alpha > 0.7. In the overall hypothesis testing, 7 hypotheses are accepted, and 9 hypotheses are rejected. The subjective norm variable in this study indicates no influence, possibly due to the SN context being supervisors. Furthermore, output quality and result of demonstrability also have no effect. Service trust is proven not to have a significant influence. Meanwhile, variables that do have an impact show that the ease of use and usefulness of CEdX affect the intention to use CEdX, as evidenced by the p-value of PEU and PU < 0.05. In addition, the quality of the Research and Community Service Institute's services also reinforces and increases faculty members' intention to use CEdX
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How to Cite
Salim, I. R., & Suryani, E. (2023). Servqual and service trust as moderation variables in the analysis of user satisfaction in the use of ciputra education digital experience: TAM2 approach. Enrichment : Journal of Management, 13(5), 3294-3304. https://doi.org/10.35335/enrichment.v13i5.1766
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Pavlou, P.A. (2003) Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model, International Journal of Electronic Commerce / Spring.
Prasetyo, D.Y. (2017) ‘PENERAPAN METODE UTAUT (UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY) DALAM MEMAHAMI PENERIMAAN DAN PENGGUNAAN WEBSITE KKN LPPM UNISI’, Jurnal SISTEMASI, 6(2).
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Seth, N., Deshmukh, S.G. and Vrat, P. (2005) ‘Service quality models: A review’, International Journal of Quality and Reliability Management, pp. 913–949. Available at: https://doi.org/10.1108/02656710510625211.
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Suharyadi and Purwanto, S.K. (2016) Statistika Untuk Ekonomi dan Keuangan Moderen. 3rd edn. Jakarta: Salemba Empat.
Surowiec, S. and Bansal, G. (2016) ‘Job Relevance and IT Usage by Child Welfare Professionals in Wisconsin Counties’, in MWAIS 2016 Proceedings. Available at: http://aisel.aisnet.org/mwais2016/18.
Syahidah, A.A. and Aransyah, M.F. (2023) ‘Pengaruh E-Service Quality dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening’, Jurnal Sisfokom (Sistem Informasi dan Komputer), 12(1), pp. 36–44. Available at: https://doi.org/10.32736/sisfokom.v12i1.1593.
Tahar, A. et al. (2020) ‘Perceived ease of use, perceived usefulness, perceived security and intention to use e-filing: The role of technology readiness’, Journal of Asian Finance, Economics and Business, 7(9), pp. 537–547. Available at: https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.537.
Tsai, T.-H. et al. (2017) ‘Determinants of user acceptance of a specific social platform for older adults: An empirical examination of user interface characteristics and behavioral intention’, PLOS ONE, 12(8), p. e0180102. Available at: https://doi.org/10.1371/journal.pone.0180102.
Venkatesh, V. and Davis, F.D. (1996) ‘A model of the antecedents of perceived ease of use: Development and test’, Decision Sciences, 27(3), pp. 451–481.
Venkatesh, V. and Davis, F.D. (2000) ‘Theoretical extension of the Technology Acceptance Model: Four longitudinal field studies’, Management Science, 46(2), pp. 186–204. Available at: https://doi.org/10.1287/mnsc.46.2.186.11926.
Zawacki-Richter, O. (2021) ‘The current state and impact of Covid-19 on digital higher education in Germany’, Human Behavior and Emerging Technologies, 3(1), pp. 218–226. Available at: https://doi.org/10.1002/hbe2.238.
Chen, J., Zhang, C. and Xu, Y. (2009) ‘The role of mutual trust in building members’ loyalty to a C2C platform provider’, International Journal of Electronic Commerce, 14(1), pp. 147–171. Available at: https://doi.org/10.2753/JEC1086-4415140105.
Chiu, T.M.L. and Ku, B.P.S. (2015) ‘Moderating effects of voluntariness on the actual use of electronic health records for allied health professionals’, JMIR Medical Informatics, 3(1). Available at: https://doi.org/10.2196/medinform.2548.
Crosby, L.A., Evans, K.R. and Cowles, D. (1990) ‘Relationship Quality in Services Selling: An Interpersonal Influence Perspective’, Journal of marketing, 54(3).
Darmawan, D. (2013) Metode penelitian kuantitatif. Bandung: PT. Remaja Rosdakarya .
Davis, F.D. (1989) ‘Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology’, MIS Quarterly, 13(3), pp. 319–340.
Grönroos, C. (2001) ‘The perceived service quality concept – a mistake?’, Managing Service Quality: An International Journal, 11(3), pp. 150–152. Available at: https://doi.org/10.1108/09604520110393386.
Hakam, A. and Hidayati, N. (2022) ‘The Effect of E-Service Quality and E-Trust on Consumer Loyalty through Consumer Satisfaction as Intervening Variables (Case Study on Shopee Users in Malang Regency)’, Budapest International Research and Critics Institute Journal, 5(2), pp. 12678–12687. Available at: https://doi.org/10.33258/birci.v5i2.5112.
Hami, A. et al. (2022) ‘KUALITAS LAYANAN SISTEM INFORMASI AKADEMIK (SIAKAD) TERHADAP KEPUASAN MAHASISWA SEBAGAI PENGGUNA’, Jurnal informasi dan Komputer, 10(1).
Hassan, I. ul, Ahmad, N. and Zuhaira, B. (2018) ‘Calculating completeness of software project scope definition’, Information and Software Technology, 94, pp. 208–233. Available at: https://doi.org/10.1016/j.infsof.2017.10.010.
Ike Wahyuning, W. et al. (2019) ‘Implementation of Enterprise Resource Planning (ERP) using Integrated Model of Extended Technology Acceptance Model (TAM) 2: Case Study of PT. Toyota Astra Motor’, in 2019 7th International Conference on Cyber and IT Service Management, CITSM 2019. Institute of Electrical and Electronics Engineers Inc. Available at: https://doi.org/10.1109/CITSM47753.2019.8965342.
Ilmi, C.R., Rachmadi, A. and Herlambang, A.D. (2019) Evaluasi Faktor Penerimaan Pengguna Sistem Informasi E-Learning Universitas Negeri Surabaya dengan Menggunakan Metode Technology Acceptance Model (TAM). Available at: http://j-ptiik.ub.ac.id.
Izuagbe, R. et al. (2019) ‘Determinants of perceived usefulness of social media in university libraries: Subjective norm, image and voluntariness as indicators’, Journal of Academic Librarianship, 45(4), pp. 394–405. Available at: https://doi.org/10.1016/j.acalib.2019.03.006.
Jing, P. et al. (2019) ‘Exploring the factors affecting mode choice intention of autonomous vehicle based on an extended theory of planned behavior-A case study in China’, Sustainability (Switzerland), 11(4). Available at: https://doi.org/10.3390/su11041155.
Kadek Budi Sandika, I. and Hamid, H. (2021) ‘EVALUASI KESUKSESAN PENERAPAN SISTEM INFORMASI DI LPPM STMIK STIKOM INDONESIA’, Positif : Jurnal Sistem dan Teknologi Informasi , 7(2).
Kamal, S.A., Shafiq, M. and Kakria, P. (2020) ‘Investigating acceptance of telemedicine services through an extended technology acceptance model (TAM)’, Technology in Society, 60. Available at: https://doi.org/10.1016/j.techsoc.2019.101212.
Mailizar, M., Almanthari, A. and Maulina, S. (2021) ‘Examining teachers’ behavioral intention to use e-learning in teaching of mathematics: An extended tam model’, Contemporary Educational Technology, 13(2), pp. 1–16. Available at: https://doi.org/10.30935/CEDTECH/9709.
Marinoni, Giorgio. et al. (2020) The impact of COVID-19 on higher education around the world IAU global survey report. International Association of Universities.
Marthasari, G.I. et al. (no date) ‘RANCANG BANGUN DAN IMPLEMENTASI WEBSITE E-COMMERCE UKM GS4 MALANG MENGGUNAKAN METODE PROTOTYPING’, in.
Mourtzis, D., Angelopoulos, J. and Panopoulos, N. (2021) ‘Smart manufacturing and tactile internet based on 5g in industry 4.0: Challenges, applications and new trends’, Electronics (Switzerland). MDPI. Available at: https://doi.org/10.3390/electronics10243175.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, Journal of Marketing, 49, pp. 41–50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) ‘SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality’, Journal of Retailing, 64(1), pp. 12–40.
Pavlou, P.A. (2003) Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model, International Journal of Electronic Commerce / Spring.
Prasetyo, D.Y. (2017) ‘PENERAPAN METODE UTAUT (UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY) DALAM MEMAHAMI PENERIMAAN DAN PENGGUNAAN WEBSITE KKN LPPM UNISI’, Jurnal SISTEMASI, 6(2).
Puška, A. et al. (2020) ‘Project management software evaluation by using the measurement of alternatives and ranking according to compromise solution (MARCOS) method’, Operational Research in Engineering Sciences: Theory and Applications, 3(1), pp. 89–102. Available at: https://doi.org/10.31181/oresta2001089p.
Rughoobur-Seetah, S. and Hosanoo, Z.A. (2021) ‘An evaluation of the impact of confinement on the quality of e-learning in higher education institutions’, Quality Assurance in Education, 29(4), pp. 422–444. Available at: https://doi.org/10.1108/QAE-03-2021-0043.
Salim, S. (2012) Metodologi Penelitian Kuantitatif. Bandung: Cipta Pustaka.
Seth, N., Deshmukh, S.G. and Vrat, P. (2005) ‘Service quality models: A review’, International Journal of Quality and Reliability Management, pp. 913–949. Available at: https://doi.org/10.1108/02656710510625211.
Sugiyono, M. (2015) Penelitian & Pengembangan (Research and Development/R&D). Bandung: Penerbit Alfabeta.
Suharyadi and Purwanto, S.K. (2016) Statistika Untuk Ekonomi dan Keuangan Moderen. 3rd edn. Jakarta: Salemba Empat.
Surowiec, S. and Bansal, G. (2016) ‘Job Relevance and IT Usage by Child Welfare Professionals in Wisconsin Counties’, in MWAIS 2016 Proceedings. Available at: http://aisel.aisnet.org/mwais2016/18.
Syahidah, A.A. and Aransyah, M.F. (2023) ‘Pengaruh E-Service Quality dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening’, Jurnal Sisfokom (Sistem Informasi dan Komputer), 12(1), pp. 36–44. Available at: https://doi.org/10.32736/sisfokom.v12i1.1593.
Tahar, A. et al. (2020) ‘Perceived ease of use, perceived usefulness, perceived security and intention to use e-filing: The role of technology readiness’, Journal of Asian Finance, Economics and Business, 7(9), pp. 537–547. Available at: https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.537.
Tsai, T.-H. et al. (2017) ‘Determinants of user acceptance of a specific social platform for older adults: An empirical examination of user interface characteristics and behavioral intention’, PLOS ONE, 12(8), p. e0180102. Available at: https://doi.org/10.1371/journal.pone.0180102.
Venkatesh, V. and Davis, F.D. (1996) ‘A model of the antecedents of perceived ease of use: Development and test’, Decision Sciences, 27(3), pp. 451–481.
Venkatesh, V. and Davis, F.D. (2000) ‘Theoretical extension of the Technology Acceptance Model: Four longitudinal field studies’, Management Science, 46(2), pp. 186–204. Available at: https://doi.org/10.1287/mnsc.46.2.186.11926.
Zawacki-Richter, O. (2021) ‘The current state and impact of Covid-19 on digital higher education in Germany’, Human Behavior and Emerging Technologies, 3(1), pp. 218–226. Available at: https://doi.org/10.1002/hbe2.238.