Model Kepuasan Pengguna mySMS Berdasarkan Nilai Cipta-Sama

Authors

  • Ruzzakiah Jenal Pusat Penyelidikan Teknologi dan Pengurusan Perisian, Fakulti Teknologi dan Sains Maklumat, Univeersiti Kebangsaan Malaysia, 43600 Bangi, Selangor.
  • Muriati Mukhtar Pusat Penyelidikan Teknologi dan Pengurusan Perisian, Fakulti Teknologi dan Sains Maklumat, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia
  • Yazrina Yahya Pusat Penyelidikan Teknologi dan Pengurusan Perisian, Fakulti Teknologi dan Sains Maklumat, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia
  • Siti Aishah Hanawi Pusat Penyelidikan Teknologi dan Pengurusan Perisian, Fakulti Teknologi dan Sains Maklumat, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia
  • Hazura Mohamed Pusat Penyelidikan Teknologi dan Pengurusan Perisian, Fakulti Teknologi dan Sains Maklumat, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia
  • Nur Fazidah Elias Pusat Penyelidikan Teknologi dan Pengurusan Perisian, Fakulti Teknologi dan Sains Maklumat, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia
  • Norfizah Mat Nor Pusat Penyelidikan Teknologi dan Pengurusan Perisian, Fakulti Teknologi dan Sains Maklumat, Universiti Kebangsaan Malaysia, 43600 Bangi, Selangor, Malaysia

DOI:

https://doi.org/10.11113/sh.v4n1.318

Keywords:

Service sciences, co-creation value, mySMS, Delphi technique

Abstract

To keep in tandem with the paradigm shift in service delivery due to rapid advances in information technology, the measurement tools to evaluate user satisfaction and information systems effectiveness need to be continuously enhanced. Even though there are a variety of tools available to measure user satisfaction and service effectiveness, literature research shows that these tools do not take into consideration the element of value co-creation in their construction.Value co-creation is a concept promulgated by the Service Science community. It is a concept whereby the service provider facilitates the value extraction process while the user determines the value of the service provided and utilised. Hence, this concept incorporates one of the important elements in determining user satisfaction. Therefore, the purpose of this research is to develop a User Satisfaction Model for mySMS service by applying the concept of value co-creation for mobile government services as proposed by the Service Science community. The User Satisfaction Model for mySMS service was developed through literature reviews and case studies on Malaysian Government SMS Gateway (mySMS) users. The User Satisfaction Model for mySMS service was validated using the Delphi technique. It is hoped that User Satisfaction Model for mySMS service will be utilised by mobile government service providers in designing new mobile government services.

 

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Published

2015-01-15

How to Cite

Jenal, R., Mukhtar, M., Yahya, Y., Hanawi, S. A., Mohamed, H., Elias, N. F., & Mat Nor, N. (2015). Model Kepuasan Pengguna mySMS Berdasarkan Nilai Cipta-Sama. Sains Humanika, 4(1). https://doi.org/10.11113/sh.v4n1.318

Issue

Vol. 4 No. 1: January 2015

Section

Articles

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