Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context

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What determines success of an e-government service? Validation of an integrative model of e-filing continuance usage (2018, background): “validated a positive relationship between system quality and user satisfaction (e.g. Chiu et al., 2007; DeLone and McLean, 2003; Laumer et al., 2017; Lee and Kim, 2017; McKnight, Choudhury, Kacmar, 2002; Wang and Liao, 2008; Xu et al., 2013; Zheng et al., 2013).”
How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents (2020, background): “…completing the survey) is a necessary step that helps users form decisions via a combination of conceptually-driven evaluations that use any previously acquired knowledge about the system or perception-based evaluations that build on sensory data emerging from the interaction (Xu et al., 2013).”
Service Innovation in the Digital Age: Key Contributions and Future Directions (2015, background): “…systems: • User experience and perception of information systems and services in e-commerce (Kettinger and Lee 2005; Sun et al. 2012; Tan et al. 2003; Xu et al. 2013) Process design and automation in customer/provider interactions: • Firm-level effects of self-service on client relationships (Ba…”