PENGARUH TEKNOLOGI INFORMASI TERHADAP LAYANAN TRADISIONAL, SERVICE PERFORMANCE DAN LOYALITAS KONSUMEN

Wismantoro, Yohan (2014) PENGARUH TEKNOLOGI INFORMASI TERHADAP LAYANAN TRADISIONAL, SERVICE PERFORMANCE DAN LOYALITAS KONSUMEN. Disertasi 2014.

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Abstract

This study examine the impact of information technology (IT) on service quality in the higher education sector. It purposes a service quality model that links customers perceived IT-based service option to traditional service dimensions as measured by SERVQUAL in the context of customer perceive service quality and customer satisfaction. The model also incorporates several variables affecting customers’ perception of IT-based services, and was tested by a structural equation modeling approach using sample data collected from higher education customer. The results indicate that IT-based services have a direct impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality an customer satisfaction. The analyses also show that customers evaluations of IT-based services are affected by their preference towards experiences in using IT-based services.

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