Effect of System, Information, and Service Quality and Green IT Attitude Towards User Satisfaction on Clientele ITSM Application Bank XYZ
Abstract
The banking industry is increasingly shifting toward the advanced use of information technology (IT) to enhance customer service. It is important for the audience to be able to get satisfaction when using banking services. In this case, there are several factors that will impact user satisfaction when using the application. The study's objectives are to examine how system quality affects client satisfaction with the ITSM application at bank XYZ; how user satisfaction with the ITSM application for clients at bank XYZ is impacted by the quality of the information; how client satisfaction with the ITSM application at bank XYZ is impacted by service quality; and how client ITSM application at bank XYZ is impacted by a green IT attitude toward satisfaction. The research employs a quantitative approach, utilizing SEM PLS analysis. The result shows that the system quality has a positive and substantial impact on user satisfaction with a p-value of of 0.021 < 0.05; the information quality has a positive and significant impact on user satisfaction with a p-value of 0.000 < 0.05; the service quality has a negative and significant impact on user satisfaction with a p-value of 0.044 < 0.05; and green attitude has a positive impact on user satisfaction with a p-value of 0.000 < 0.05. The research results indicate that system quality, information quality, and green attitude positively influence user satisfaction, whereas service quality negatively influences it.
Keywords
Full Text:
PDFReferences
D. Yuniarto, A. Binti, and A. Rahman, “Critical success factors for IT risk management in the digital transformation era: Insights from a multiple case study,” Appl. Inf. Syst. Manag., vol. 8, no. 1, pp. 1–10, 2025, doi: 10.15408/aism.v8i1.41090.
S. Bayyapu, R. R. Vangala, and R. R. Turpu, “Banking in the digital age: Navigating transformations in business models, customer journeys, and operational excellence,” Int. J. Adv. Res. Manag., vol. 12, no. 1, pp. 110–118, 2021, [Online]. Available: https://iaeme.com/Home/issue/IJARM?Volume=12&Issue=1
A. B. Escrig-Tena, M. Segarra-Ciprés, and B. García-Juan, “Incremental and radical product innovation capabilities in a quality management context: Exploring the moderating effects of control mechanisms,” Int. J. Prod. Econ., vol. 232, Art. no. 107994, Feb. 2021, doi: 10.1016/j.ijpe.2020.107994.
H. C. Lin, C. F. Ho, and H. Yang, “Understanding adoption of artificial intelligence-enabled language e-learning system: an empirical study of UTAUT model,” Int. J. Mob. Learn. Organ., vol. 16, no. 1, pp. 74–94, 2022, doi: 10.1504/IJMLO.2022.119966.
W. Tan, “Clientele ITSM dramatically improved our change and incident management processes,” 2025, [Online]. Available: https://www.mproof.com/wp-content/uploads/Case-study-CIMB-Group.pdf
I. Hariwibowo and W. J. Setiawan, “Evaluating the implementation of the rural financial system (SISKEUDES) in wonogiri regency, indonesia: Success or failure?,” Rev. Integr. Bus. Econ. Res., vol. 9, no. 3, pp. 101–114, 2020.
A. Ouiddad, C. Okar, R. Chroqui, and I. Beqqali Hassani, “Assessing the impact of enterprise resource planning on decision-making quality,” Kybernetes, vol. 50, no. 5, pp. 1144–1162, May 2021, doi: 10.1108/K-04-2019-0273.
I. Sasono et al., “The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in indonesia,” J. Asian Financ. Econ. Bus., vol. 8, no. 4, pp. 465–473, 2021, doi: 10.13106/jafeb.2021.vol8.no4.0465.
M. Simanjuntak, N. L. Nafila, L. N. Yuliati, I. R. Johan, M. Najib, and M. F. Sabri, “Environmental care attitudes and intention to purchase green products: Impact of environmental knowledge, word of mouth, and green marketing,” Sustain., vol. 15, no. 6, Art. no. 5445, 2023, doi: 10.3390/su15065445.
J. Kurowska-Pysz, U. Faiyaz, and M. Batool, “Role of green management information systems in employees’ green attitude, job satisfaction, and turnover intentions: An empirical investigation,” Int. J. Organ. Leadersh., vol. 13, no. First Special Issue 2024, pp. 99–118, May 2024, doi: 10.33844/ijol.2024.60418.
A. Achmadi and A. Oktrivina, “The effect of system quality, information quality and service quality on user satisfaction of e-learning system,” Int. J. Bus. Rev. (The Jobs Rev., vol. 4, no. 2, pp. 103–120, 2021, doi: 10.17509/tjr.v4i2.40483.
D. G. Graciyal and D. Viswam, “Social media and emotional well-being: Pursuit of happiness or pleasure,” Asia Pacific Media Educ., vol. 31, no. 1, pp. 99–115, Jun. 2021, doi: 10.1177/1326365X211003737.
C.-J. Fu, A. D. K. Silalahi, I.-T. Shih, D. T. T. Phuong, I. J. Eunike, and S. Jargalsaikhan, “Assessing chatGPT’s information quality through the lens of user information satisfaction and information quality theory in higher education: A theoretical framework,” Hum. Behav. Emerg. Technol., vol. 2024, no. 1, Jan. 2024, doi: 10.1155/2024/8114315.
S. Herath, H. Herath, and H. Herath, “Impact of Green Banking Initiatives on Customer Satisfaction,” Artic. IOSR J. Bus. Manag., vol. 24, no. July, pp. 1–19, 2022, doi: 10.9790/487X-2407030119.
S. Sugiyono, Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta, 2018.
J. F. Hair Jr, G. T. M. Hult, C. M. Ringle, M. Sarstedt, N. P. Danks, and S. Ray, Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Singapore: Springer Nature, 2021.
K. Y. Koay, C. W. Cheah, and Y. X. Chang, “A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches,” Br. Food J., vol. 124, no. 12, pp. 4516–4532, Nov. 2022, doi: 10.1108/BFJ-10-2021-1169.
W. Mater, M. Aldwairi, N. Matar, and W. M. Al-Rahmi, “Developing a success model of a social student relationship management system,” Heliyon, vol. 10, no. 4, Art. no. e25941, Feb. 2024, doi: 10.1016/j.heliyon.2024.e25941.
A. Khayer, Y. Bao, and B. Nguyen, “Understanding cloud computing success and its impact on firm performance: an integrated approach,” Ind. Manag. Data Syst., vol. 120, no. 5, pp. 963–985, Mar. 2020, doi: 10.1108/IMDS-06-2019-0327.
A. A. AlSokkar, E. L.-C. Law, D. A. AlMajali, J. A. Al-Gasawneh, and M. Alshinwan, “An indexed approach for expectation-confirmation theory: A trust-based model,” Electron. Mark., vol. 34, Art. no. 12, Feb. 2024. doi: 10.1007/s12525-024-00694-3.
W. H. Delone and E. R. McLean, “The delone and mclean model of information systems success: A ten-year update,” Journal of Management Information Systems, vol. 19, no. 4, pp. 9–30, Apr. 2003, doi: 10.1080/07421222.2003.11045748.
G. Pan, Y. Mao, Z. Song, and H. Nie, “Research on the influencing factors of adult learners’ intent to use online education platforms based on expectation confirmation theory,” Sci. Rep., vol. 14, no. 1, pp. 1–14, 2024, doi: 10.1038/s41598-024-63747-9.
B. Wang, P. Wang, and Y. Tu, “Customer satisfaction service match and service quality-based blockchain cloud manufacturing,” Int. J. Prod. Econ., vol. 240, Art. no. 108220, Jul. 2021, doi: 10.1016/j.ijpe.2021.108220.
V. A. Cooper and A. Molla, “Developing green IT capability: An absorptive capacity perspective,” Proceeding PACIS 2012, https://aisel.aisnet.org/pacis2012/46
X. Li and W. Zhu, “System quality, information quality, satisfaction and acceptance of online learning platform among college students in the context of online learning and blended learning,” Frontiers in Psychology, vol. 13, Dec. 2022, doi: 10.3389/fpsyg.2022.1054691.
DOI: https://doi.org/10.15408/aism.v8i1.45669
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
EDITORIAL ADDRESS:
Department of Information Systems, Faculty of Science and Technology,
Universitas Islam Negeri (UIN) Syarif Hidayatullah Jakarta
Faculty of Science and Technology Building, 3rd Floor, 1st Campus, Universitas Islam Negeri (UIN) Syarif Hidayatullah Jakarta
Jl. Ir. H. Juanda No. 95, Ciputat Timur, Kota Tangerang Selatan, Banten 15412, Indonesia.
Tlp/Fax: +622174019 25/+62217493315.
E-mail: aism.journal@apps.uinjkt.ac.id, Website: https://journal.uinjkt.ac.id/index.php/aism
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Applied Information System and Management (AISM) | E-ISSN: 2621-254 | P-ISSN: 2621-2536
https://journal.uinjkt.ac.id/index.php/aism