Journal of Systems and Information Technology

Emerald Group Publishing Limited
Emerald Publishing
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LitStream Collection
Influencing factors in online tourism service quality: a fuzzy cognitive map based on customers’ perceptions

Xu, Lan; Lu, Xianlei

2020 Journal of Systems and Information Technology

doi: 10.1108/jsit-10-2019-0217

This study aims to explore the influencing factors of online tourism service quality to clarify the relationship between such factors and the degree of influence so that targeted and effective measures to improve service quality can be suggested.Design/methodology/approachA questionnaire is used to obtain original data, establish the fuzzy cognitive map (FCM) structure chart model and modify the model.FindingsThe results reveal that comprehensive service types, comprehensive information provided, true and accurate, upgrade and update, payment security, data and information security, customer rights and interests protection, service friendliness and evaluation processing are the key influencing factors in online tourism service quality. In addition, the FCM can also predict the improvement of service quality.Originality/valueTo establish an FCM model, this study establishes the evaluation framework of influencing factors of online tourism service quality and identifies the cause and effect of 26 indicators. The mechanism of influencing factors of online tourism service quality is explored through the iteration of the model.
journal article
Open Access Collection
Mediating distance: new interfaces and interaction design techniques to follow and take part in remote museum visits

Pisoni, Galena

2020 Journal of Systems and Information Technology

doi: 10.1108/jsit-03-2020-0038

This paper presents a study of a system that allows remote and onsite visitors to share a museum visit together in real time. The remote visitors are older adults at a care home and their relatives and/or friends who are at the museum. The museum visits are interactive. Meaningful stories accompany the museum exhibits, and there’s an audio channel between onsite and remote visitors. The aim of the study is to determine whether the remote visitors, i.e. older adults are able to use such technology and to study the mediated sense of spatial presence, social closeness, engagement and enjoyment in the visit. This study discusses the relationship between these aspects and factors leading to a better remote experience for older adults.Design/methodology/approachThis study has 14 onsite and 12 remote older adult participants. Standardized questionnaires measured the mediated sense of spatial presence, the experienced social closeness and the level of participants' engagement and enjoyment in the visit of the older adult participants and traced onsite visitors in their position during the visit. The audio logs were subjected to thematic content analysis.FindingsThe results show that older adults enjoy and engage in remote visits, and that there is a positive correlation between enjoyment, engagement and social closeness. The findings argue that both the audio channel and the interactive story are important for creating an affective virtual experience: the audio channel increases the sense of closeness, whereas the interactive story makes the visit more engaging, providing structure, direction and purpose to the visit.Originality/valueThis work advances the state of art in the domain of technologies for older adults and addresses the needs of this population to stay in contact with both people and places.
journal article
LitStream Collection
Effect of gratification on user attitude and continuance use of mobile payment services: a developing country context

Alhassan, Muftawu Dzang; Kolog, Emmanuel Awuni; Boateng, Richard

2020 Journal of Systems and Information Technology

doi: 10.1108/jsit-01-2020-0010

This study aims to investigate the gratifications driving the attitude and continuance use of mobile payment services in developing country context, such as Ghana. Also, the moderating effect of income and education on gratifications and attitude of users is explored.Design/methodology/approachData was collected from conveniently sampled 361 users of mobile payment services in Ghana. A questionnaire, which mainly contains five-point Likert scale questions, was used to collect the data. The study adopted the Uses and Gratification (U&G) theory, where income and education were used as moderating factors. The data was analysed with SmartPLS for Structural Equation Modelling.FindingsAmong the other factors from the U&G theory, integrative, ease of use and usefulness gratifications were found to significantly influence attitude towards the use of mobile payment services in Ghana. In addition to this finding, user attitude significantly influences the continuance use intention of mobile payment services. Furthermore, the study revealed various effects of the moderating factors. These findings suggest that promoting mobile payment technology inclusiveness by creating a favourable environment would enhance the use of mobile payment services in Ghana.Research limitations/implicationsGiven that this study was conducted in Ghana, a developing country, it is difficult to generalize the results to encompass the developed economies. In future, similar research should compare the developed and developing economies by considering culture as a moderating effect.Practical implicationsThis study intends to provide information on the gratifications that drive the attitude and continuance use of mobile payment services in Ghana. The findings seek to augment mobile money service providers’ capabilities by providing them with an understanding of user gratification experience on mobile payment services. Additionally, the study will serve as a guide to policymakers in the government, telecommunication companies and mobile banking providers, to improve customer intimacy and gratification through their user behaviour.Originality/valuePrevious studies on user gratification have primarily focussed on the functional benefits derived from mobile payments and how they influence the service’s adoption. This study has contributed to literature by considering both the functional and non-functional benefits of mobile payment in developing country context. To the best of the authors’ knowledge, this study is the first to consider income and education as moderating variables to study the gratification levels of mobile payment users in Ghana and among few in Africa.
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