World Academy of Science, Engineering and Technology
International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering Vol:11, No:7, 2017
(*RYHUQPHQW&RQWLQXDQFH,QWHQWLRQRI0HGLD
3V\FKRORJ\6RPH,QVLJKWVIURP3V\FKRJUDSKLF
&KDUDFWHULVWLFV
$]OLQD%LQWL$EX%DNDU)DKPL=DLGL%LQ$EGXO5D]DN:DQ6DOLKLQ:RQJ$EGXOODK
LV ORZHU WKDQ H[SHFWHG >@ 5HIHUHQFH >@ UHSRUWHG WKDW PHDQ
XVDJH RI HJRYHUQPHQW ZHEVLWHV ZDV 0 IRU \RXQJHU
DWWLWXGHV LQWHUHVWV DQG LW LV XVHG PRVWO\ LQ SUHGLFWLRQ RSLQLRQ \HDUV ROG DQG 0 IRU ROGHU \HDUV ROG
UHVHDUFK DQG VRFLDO UHVHDUFK 7KLV VWXG\ SUHGLFWV WKH LQIOXHQFH RI +RZHYHU >@ SUHYLRXVO\ UHSRUWHG WKDW PHDQ XVDJH RI H
SHUIRUPDQFH H[SHFWDQF\ HIIRUW H[SHFWDQF\ VRFLDO LQIOXHQFH DQG JRYHUQPHQWZHEVLWHVZDV0 7KHVHVWXGLHVKDYHVKRZQ
IDFLOLWDWLQJFRQGLWLRQRQHJRYHUQPHQWDFFHSWDQFHDPRQJ0DOD\VLDQ
WKDW WKHUH LV D GHFUHDVLQJ SDWWHUQ RI DFFHSWDQFH *LYHQ WKH
FLWL]HQV7KHVXUYH\UHVSRQVHVRIHJRYHUQPHQWXVHUVKDYHEHHQ
YDOLGDWHG DQG DQDO\]HG E\ PHDQV RI FRYDULDQFHEDVHG 6WUXFWXUDO GHFUHDVLQJ WUHQG LQ LQWHQWLRQV WR XVH HJRYHUQPHQW ZHEVLWHV
(TXDWLRQ 0RGHOLQJ 7KH ¿QGLQJV LQGLFDWH WKDW HJRYHUQPHQW WKHUHLVDQHHGWRDVVHVVWKHH[WHQWWRZKLFKWKHVHZHEVLWHVDUH
DFFHSWDQFH DPRQJ 0DOD\VLDQ FLWL]HQV DUH PDLQO\ LQÀXHQFHG E\ FRQWLQXRXVO\ XVHG DQG WKH IDFWRUV WKDW LPSDFW FLWL]HQV
SHUIRUPDQFH H[SHFWDQF\ ȕ W S DQG VRFLDO DGRSWLRQDQGFRQWLQXHGXVHRIWKHVHZHEVLWHV7KHUDWLRQDOHRI
LQIOXHQFH ȕ W S 6XUSULVLQJO\ WKHUH LV QR WKLV VWXG\ LV EDVHG RQ WKH DUJXPHQW WKDW XQGHUVWDQGLQJ WKH
VLJQL¿FDQWHIIHFWRIIDFLOLWDWLQJFRQGLWLRQDQGHIIRUWH[SHFWDQF\RQH
IDFWRUV WKDW DIIHFW WKH FRQWLQXDQFH LQWHQWLRQ WR XVH HJRYHUQ
JRYHUQPHQWFRQWLQXDQFHLQWHQWLRQȕ W S!ȕ W S!7KLVVWXG\RIIHUVJRYHUQPHQWDQGYHQGRUVD PHQW VHUYLFHV LV DQ HVVHQWLDO VWHS WRZDUG DFKLHYLQJ
IUDPHRIUHIHUHQFHWRDQDO\]HFLWL]HQ¶VVLWXDWLRQEHIRUHLQLWLDWLQJQHZ JRYHUQPHQWJRDOV$OWKRXJKLQIRUPDWLRQV\VWHPFRQWLQXDQFH
LQQRYDWLRQV,QFDVHRI0DOD\VLDQHJRYHUQPHQWWHFKQRORJ\DGRSWLRQ LQWHQWLRQ LV ZLGHO\ GLVFXVVHG LQ OLWHUDWXUH WKHUH LV OLWWOH
VWUDWHJLHV VKRXOG EH EXLOW DURXQG IRVWHULQJ OHYHO RI FLWL]HQV¶ HPSLULFDO UHVHDUFK WKDW LQYHVWLJDWHV WKH FRQWLQXDQFH LQWHQWLRQ
WHFKQRORJLFDO H[SHFWDWLRQ DQG VRFLDO LQIOXHQFH RQ HJRYHUQPHQW WR XVH HJRYHUQPHQW VHUYLFHV XVLQJ87$87 WKHRU\3UHYLRXV
XVDJH
UHVHDUFKHIIRUWVKDYHVWXGLHGWKHUROHRI87$87LQH[SODLQLQJ
SRVWDGRSWLRQVWDJH>@>@$OWKRXJKWKHVHVWXGLHVDOVRXVLQJ
Keywords²&RQWLQXDQFH LQWHQWLRQ 0DOD\VLDQ FLWL]HQV PHGLD
87$87WKHRU\WRH[SODLQSRVWDFFHSWDQFHOLWWOHUHVHDUFKKDV
SV\FKRORJ\VWUXFWXUDOHTXDWLRQPRGHOLQJ
EHHQGRQHIURPWKHSHUVSHFWLYHRIDGHYHORSLQJFRXQWU\VXFK
DV0DOD\VLD7KLVUHVHDUFKLVDOVRLQOLQHZLWKUHFHQWFDOOVIURP
, ,1752'8&7,21
>@ WR UHSOLFDWH WKHLU VWXG\ WR RWKHU SRSXODWLRQV ± LH RWKHU
+(5( LV D JURZLQJ QXPEHU RI JRYHUQPHQWDO ERGLHV WKDW
FRXQWULHV ,Q WKH 0DOD\VLDQ FRQWH[W UHVHDUFK KDV DOVR
DUHXWLOL]LQJLQIRUPDWLRQDQGFRPPXQLFDWLRQWHFKQRORJLHV
RYHUORRNHG KRZ XVHUV FRQWLQXH WR XVH WKH HJRYHUQPHQW
IRU LQVWDQFH ZHEVLWHV DV D PHDQV WR EHWWHU DGGUHVV FLWL]HQ
ZHEVLWHV 3UHOLPLQDU\ ZRUN RQ HJRYHUQPHQW DFFHSWDQFH LQ
LQIRUPDWLRQ QHHGV SURYLGH PRUH HIILFLHQW DQG HIIHFWLYH
0DOD\VLD ZDV XQGHUWDNHQ E\ >@ ZKR UHSRUWV WKDW WUXVW
VHUYLFH DQG HQKDQFH FLWL]HQ HQJDJHPHQW DQG GHPRFUDF\ (
SHUFHLYHG XVHIXOQHVV SHUFHLYHG UHODWLYH DGYDQWDJH DQG
JRYHUQPHQWLVUHODWHGWRWKHUHIRUPRIWKHDGPLQLVWUDWLRQWKDW
SHUFHLYHGLPDJHUHVSHFWLYHO\KDVDGLUHFWSRVLWLYHVLJQLILFDQW
LQYROYHV WKH XVH RI WHFKQRORJ\ WR IDFLOLWDWH FRPPXQLFDWLRQ
UHODWLRQVKLS WRZDUGV LQWHQWLRQ WR XVH HJRYHUQPHQW VHUYLFH
EHWZHHQFLWL]HQVDQGJRYHUQPHQW>@>@,QWKHRWKHUZRUGV
+RZHYHUDIODZLQ/HDQ¶VHWDODUJXPHQWZRXOGVHHPWREH
HJRYHUQPHQW LV D ZD\ IRU SXEOLF DGPLQLVWUDWLRQ WR EH PRUH
WKDWLWUHOLHVWRRKHDYLO\RQWKHLQLWLDODFFHSWDQFHVWDJHLQVWHDG
HIILFLHQWDQGEHQHILFLDOLQWKHLUVHUYLFHLQFOXGLQJRSHQQHVVDQG
RIWKHSRVWDFFHSWDQFHVWDJH,QDQRWKHUPDMRUVWXG\FRQGXFWHG
WUDQVSDUHQF\GHPRFUDWLFSDUWLFLSDWLRQPRUHVHUYLFHRULHQWHG
LQ 0DOD\VLD >@ H[DPLQHG WKH UHODWLRQVKLS EHWZHHQ 87$87
SURYLGLQJ SHUVRQDOLVHG DQG LQFOXVLYH VHUYLFHV WR HDFK FLWL]HQ
SUHGLFWRUV DQG LQWHQWLRQV WR XVH VPDUWFDUG DSSOLFDWLRQV 7KHLU
SURGXFWLYH DQG GHOLYHULQJ PD[LPXP YDOXH IRU WD[SD\HUV¶
UHVXOWV GHPRQVWUDWH WKDW 0DOD\VLDQV GR QRW KDYH KLJK
PRQH\ >@ 'HVSLWH WKLV WUHQG UHVHDUFK KDV VKRZQ WKDW
LQWHQWLRQV WR XVH VPDUWFDUG DSSOLFDWLRQV +RZHYHU WKH NH\
JRYHUQPHQWZHEVLWHVXVDJHLVVWLOODWORZOHYHOV>@$VIRUWKH
SUREOHP ZLWK WKLV H[SODQDWLRQ LV WKDW WKH\ RQO\ XWLOL]H WKH
0DOD\VLDQ FRQWH[W WKH DGRSWLRQ UDWH RI HJRYHUQPHQW SRUWDOV
GHVFULSWLYH VWDWLVWLFV WKXV PLVVLQJ RXW RQ VRPH LPSRUWDQW
UHVXOWVRIWKHUHODWLRQVKLSV$QRWKHUFULWLFLVPRI/RR¶VZRUNLV
WKDW WKH\ DOVR UHO\ RQ WKH LQLWLDO DFFHSWDQFH VWDJH 5HIHUHQFH
$]OLQD %LQWL $EX %DNDU LV ZLWK WKH 'HSDUWPHQW RI 3V\FKRORJ\ DQG
&RXQVHOLQJ6FKRRORI6RFLDO(FRQRPLF'HYHORSPHQW8QLYHUVLW\0DOD\VLD
>@ LGHQWLILHV DWWLWXGH DQG VXEMHFWLYH QRUPV WR EH D VWURQJ
7HUHQJJDQX7HUHQJJDQX0DOD\VLDHPDLOD]OLQD#XPWHGXP\
SUHGLFWRU RI LQWHQWLRQ WR XVH HJRYHUQPHQW LQ 0DOD\VLD
)DKPL =DLGL %LQ $EGXO 5D]DN LV ZLWK WKH )DFXOW\ RI (GXFDWLRQ 6RFLDO
+RZHYHUWKLVVWXG\DOVRUHOLHVRQWKHLQLWLDODFFHSWDQFHVWDJH
6FLHQFH 8QLYHUVLW\ &ROOHJH 6KDK3XWUD 8&6$ %,0 3RLQW %DQGDU ,QGHUD
0DKNRWD.XDQWDQ3DKDQJ0DOD\VLD
7KHVH VWXGLHV ZRXOG KDYH EHHQ PRUH FRQYLQFLQJ LI WKH\ KDG
:DQ 6DOLKLQ :RQJ $EGXOODK LV ZLWK WKH 6FKRRO RI 6RFLDO (FRQRPLF
FRQVLGHUHGORQJWHUPXVDJH7KXVWKHPRWLYDWLRQRIWKLVVWXG\
'HYHORSPHQW8QLYHUVLW\0DOD\VLD7HUHQJJDQX7HUHQJJDQX0DOD\VLD
International Science Index, Psychological and Behavioral Sciences Vol:11, No:7, 2017 waset.org/Publication/10007524
Abstract²3V\FKRJUDSKLF LV D SV\FKRORJLFDO VWXG\ RI YDOXHV
7
International Scholarly and Scientific Research & Innovation 11(7) 2017
1600
scholar.waset.org/1999.10/10007524
World Academy of Science, Engineering and Technology
International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering Vol:11, No:7, 2017
LVWRJDLQDQLQVLJKWRQKRZ87$87YDULDEOHVPLJKWEHDEOH
WR LQIOXHQFH WKH FRQWLQXDQFH LQWHQWLRQ WR XVH HJRYHUQPHQW
VHUYLFHVDPRQJ0DOD\VLDQFLWL]HQV
International Science Index, Psychological and Behavioral Sciences Vol:11, No:7, 2017 waset.org/Publication/10007524
,, 0$/$<6,$1*29(510(176(59,&(
,Q OLQH ZLWK WKH JOREDO WUHQG 0DOD\VLD KDV DOVR HPEDUNHG
XSRQ HODERUDWH SURJUDPV VHHNLQJ WR XSJUDGH WKH VWDWH RI
JRYHUQDQFH DQG VHUYLFH GHOLYHU\ V\VWHPV WKURXJK WKH
DSSOLFDWLRQRIQHZWHFKQRORJLHV2QHRIWKHHDUO\LQLWLDWLYHVLQ
WKLV UHJDUG LV WKH LQWURGXFWLRQ RI D SXEOLF VHUYLFH QHWZRUN LQ
WKH HDUO\ V >@ (OHFWURQLF *RYHUQPHQW H*RYHUQPHQW
ZDVLQLWLDWHGLQ0DOD\VLDRQ)HEUXDU\7KH9LVLRQRI
H *RYHUQPHQW LV WR WUDQVIRUP DGPLQLVWUDWLYH SURFHVV DQG
VHUYLFH GHOLYHU\ WKURXJK WKH XVH RI LQIRUPDWLRQ V\VWHP ,7
DQG PXOWLPHGLD 7KH 0DOD\VLDQ JRYHUQPHQW KDV ODXQFKHG D
ZHEVLWH WR FROODWH DOO WKH VHUYLFHV SURYLGHG IURP RQH URRI RU
SRUWDO UDWKHU WKDQ KDYLQJ D VHSDUDWH ZHEVLWH IRU UHVSHFWLYH
VHUYLFHV SURYLGHG 6HYHQ SLORW SURMHFWV KDYH EHHQ LQWURGXFHG
XQGHU WKH HJRYHUQPHQW IODJVKLS VXFK DV *HQHULF 2IILFH
(QYLURQPHQW *2( (OHFWURQLF 3URFXUHPHQW (3 +XPDQ
5HVRXUFH0DQDJHPHQW,QIRUPDWLRQ6\VWHP+50,63URMHFW
0RQLWRULQJ 6\VWHP 306 (OHFWURQLF 6HUYLFHV 'HOLYHU\
(6HUYLFHV(OHFWURQLF/DERU([FKDQJH(/;DQG(6\DULDK
>@
A. E-Filing
6WDUWLQJ LQ \HDU WKH 0DOD\VLD ,QODQG 5HYHQXH %RDUG
,5%0ODXQFKHGWKHHILOLQJPHWKRGIRULQGLYLGXDOWD[SD\HUV
DQG WKXV FLWL]HQV FDQ FKRRVH ZKHWKHU WKH\ ZDQW WR SD\
PDQXDOO\ RU XVH HILOLQJ >@ (ILOLQJ HQDEOHV FLWL]HQV WR ILOO
RXWWD[UHODWHGLQIRUPDWLRQHOHFWURQLFDOO\E\REWDLQLQJDYDOLG
GLJLWDOFHUWLILFDWHIURPWKH,5%07KLVYDOLGGLJLWDOFHUWLILFDWH
LV GHVLJQHG WR KHOS WD[SD\HUV WR FRPSOHWH WKHLU WD[ ILOLQJ
RQOLQH7KHDGYDQWDJHRIHILOLQJLVWKDWWKHWUDQVDFWLRQSURFHVV
FDQEHGRQHZLWKRXWXVLQJHYHQDVLQJOHSLHFHRISDSHU>@
B. Human Resource Management Information System
(HRMIS)
+50,6 LV D FRPPXQLFDWLRQ WHFKQRORJ\ ZKLFK LV GHVLJQHG
WR KHOS JRYHUQPHQW RIILFLDOV WR FRPPXQLFDWH DQG WR VXSSRUW
WUDQVDFWLRQ SURFHVVLQJ DQG PDLQWDLQ PDQDJHPHQW FRQWURO $
JRRGKXPDQUHVRXUFHGHFLVLRQLVPRUHOLNHO\WRIROORZIURPD
JRRG+50,66XFKDV\VWHPVKRXOGWKHUHIRUHEHSURYLGHGWR
ERWK KXPDQ UHVRXUFH DQG OLQH PDQDJHUV WR IDFLOLWDWH GHFLVLRQ
PDNLQJ>@$PRQJWKHDGYDQWDJHVRI+50,6ZDVLWVDELOLW\
WR FROOHFW JDWKHU DQG KHOS DQDO\]H WKH GDWD QHFHVVDU\ IRU WKH
KXPDQ UHVRXUFH GHSDUWPHQW WR GR LWV MRE SURSHUO\ >@ 7KH
+50,6 ZHUH DOVR DEOH WR LPSURYH DQG IDFLOLWDWH
DGPLQLVWUDWLRQ WKURXJK TXLFNHU LQIRUPDWLRQ SURFHVVLQJ PDNH
EHWWHU HPSOR\HH FRPPXQLFDWLRQV DQG H[FHOOHQW LQIRUPDWLRQ
DFFXUDF\
C. E-Syariah
(6\DULDK WKH 0DOD\ VSHOOLQJ RI 6KDULD LV RQH RI WKH
VHYHQWK (JRYHUQPHQW LQLWLDWLYHV LQ 0DOD\VLD $ WRWDO RI PLOOLRQ ULQJJLW PLOOLRQ 86' KDV EHHQ DOORFDWHG WR
GHYHORSWKHH6KDULDKSRUWDOE\WKH0DOD\VLDQ*RYHUQPHQWLQ
International Scholarly and Scientific Research & Innovation 11(7) 2017
RUGHU WR IDFLOLWDWH WKH DGPLQLVWUDWLRQ RI WKH 6\DULDK &RXUWV LQ
0DOD\VLD>@7KH(6\DULDKSURMHFWODXQFKHGLQ$SULO
KDVEHHQLPSOHPHQWHGDWDOO6\DULDK&RXUWVLQ0DOD\VLDLQ
$SULO >@ (VVHQWLDOO\ (6\DULDK LV OLPLWHG WR PXVOLP
RQO\DQGLWVSULPDU\REMHFWLYHLVWRLPSURYHWKHDGPLQLVWUDWLRQ
DQG TXDOLW\ RI VHUYLFHV RIIHUHG E\ WKH VWDWH 6\DULDK &RXUWV
>@
,,,5(6($5&+02'(/$1'+<327+(6,6'(9(/230(17
:HQH[WGHYHORSRXUUHVHDUFKPRGHODQGK\SRWKHVHVEDVHG
RQ8QLILHG7KHRU\RI$FFHSWDQFHDQGWKH8VHRI7HFKQRORJ\
87$87
7KH YDULDEOHV LPSOLFDWHG LQ WHFKQRORJ\ DFFHSWDQFH KDYH
EHHQRILQWHUHVWWRPDQDJHUVUHVHDUFKHUVDQGSUDFWLWLRQHUVIRU
PDQ\ \HDUV 2YHU WKLV SHULRG D QXPEHU RI PRGHOV RI
WHFKQRORJ\DFFHSWDQFHKDYHHPHUJHG>@>@,QDQDWWHPSW
WREULQJWRJHWKHUDUDQJHRIWKHRUHWLFDOIUDPHZRUNVDQGLGHDV
>@ GHYHORSHG DQG HYDOXDWHG D XQL¿HG WKHRU\ RI WHFKQRORJ\
DGRSWLRQ 7KH 87$87 FRQVROLGDWHG SUHYLRXV UHVHDUFK RQ
WHFKQRORJ\ DFFHSWDQFH WKURXJK WKH LQWHJUDWLRQ RI SUHYDOHQW
WHFKQRORJ\ XSWDNH PRGHOV )XUWKHU WKH 87$87 KDV EHHQ
IRXQGWRVXFFHVVIXOO\SUHGLFWDODUJHSURSRUWLRQRIYDULDQFHLQ
XVHUV¶ ,7 XSWDNH LQWHQWLRQV DQG EHKDYLRU >@ 6FKRODUV KDYH
REWDLQHG HPSLULFDO VXSSRUW IRU WKH 87$87 PRGHO DFURVV
FRQWH[WV UDQJLQJ IURP KHDOWKFDUH FRQWH[W >@ WR WKH OHDUQLQJ
FRQWH[W >@ 7KH 87$87 IUDPHZRUN FRQVLVWV RI IRXU
DQWHFHGHQWV SHUIRUPDQFH H[SHFWDQF\ HIIRUW H[SHFWDQF\
VRFLDO LQÀXHQFH DQG IDFLOLWDWLQJ FRQGLWLRQV >@ 7DNHQ
WRJHWKHU WKHVH GLPHQVLRQV KDYH EHHQ IRXQG WR H[SODLQ DV
PXFKDVRISRROHGYDULDQFHLQEHKDYLRUDOLQWHQWLRQWRXVH
DWHFKQRORJLFDOLQQRYDWLRQ>@3HUIRUPDQFHH[SHFWDQF\ZDV
FRQFHSWXDOL]HG E\ FRPELQLQJ FRQVWUXFWV LQFOXGLQJ SHUFHLYHG
XVHIXOQHVVH[WULQVLFPRWLYDWLRQMRE¿WUHODWLYHDGYDQWDJHDQG
RXWFRPH H[SHFWDWLRQV >@ 7KLV FRQVWUXFW LV GH¿QHG DV WKH
EHOLHI WKDW XVLQJ D SDUWLFXODU LQQRYDWLRQ ZLOO OHDG WR SRVLWLYH
RXWFRPHV3HUIRUPDQFHH[SHFWDQF\LVFRPSDUDEOHWRSHUFHLYHG
XVHIXOQHVV IURP WKH WHFKQRORJ\ DFFHSWDQFH PRGHO >@
5HIHUHQFH >@ IRXQG WKDW SHUIRUPDQFH H[SHFWDQF\ ZDV D
VWURQJ SUHGLFWRU RI DQ LQGLYLGXDO¶V LQWHQWLRQ WR XVH D QHZ
WHFKQRORJ\ LQ WKH ZRUNSODFH $FFRUGLQJO\ WKH IROORZLQJ
K\SRWKHVLVZDVSURSRVHG
+3HUIRUPDQFH H[SHFWDQF\ LV SRVLWLYHO\ UHODWHG WR H
JRYHUQPHQWFRQWLQXDQFHLQWHQWLRQ
(IIRUWH[SHFWDQF\FRQFHSWXDOO\VLPLODUWRSHUFHLYHGHDVHRI
XVH>@ LVGH¿QHG DV D XVHU¶V VXEMHFWLYH HYDOXDWLRQVRI HDVH
RI HQJDJLQJ ZLWK DQ ,7 V\VWHP >@ 6XEFRPSRQHQWV RI WKLV
FRQVWUXFW LQFOXGH SHUFHSWLRQV RI V\VWHP HDVH RI XVH DQG
FRPSOH[LW\>@5HIHUHQFH>@LQGLFDWHGWKDWSHUFHLYHGHDVH
RIXVHZDVSRVLWLYHO\DVVRFLDWHGZLWKFRQWLQXDQFHLQWHQWLRQLQ
WKH FRQWH[W RI D ZHEHQDEOHG SKRQH VHUYLFH 5HIHUHQFH >@
DOVR HPSKDVL]HG WKH LPSRUWDQFH RI HDVH RI XVH LQ WKH
DFFHSWDQFH RI HJRYHUQPHQW VHUYLFHV ,Q WKHLU VWXGLHV RQ GDWD
PLQLQJWRROVDFFHSWDQFH>@IRXQGWKDWWKHHDVLHULWLVWRXVH
D GDWD PLQLQJ WRROV WKH JUHDWHU FKDQFH IRU DQ LQGLYLGXDO WR
DFFHSWWKHGDWDPLQLQJWRROV7KHUHIRUHZHSURSRVHG
+(IIRUW H[SHFWDQF\ LV SRVLWLYHO\ UHODWHG WR HJRYHUQPHQW
FRQWLQXDQFHLQWHQWLRQ
1601
scholar.waset.org/1999.10/10007524
International Science Index, Psychological and Behavioral Sciences Vol:11, No:7, 2017 waset.org/Publication/10007524
World Academy of Science, Engineering and Technology
International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering Vol:11, No:7, 2017
6RFLDOLQÀXHQFHLVGH¿QHGDVWKHH[WHQWWRZKLFKLPSRUWDQW
RWKHUVDUHSHUFHLYHGWRVXSSRUWWKHXVHU¶VLQWHQWLRQWRDGRSWDQ
,7 LQQRYDWLRQ >@ ,QVSLUHG E\ WKH FRQVWUXFW RI VXEMHFWLYH
QRUP ZLWKLQ WKH WKHRU\ RI SODQQHG EHKDYLRU >@ VRFLDO
LQÀXHQFHZDVFRQFHSWXDOL]HGDVDQLQGLYLGXDO¶VSHUFHSWLRQVRI
VRFLDOEHQH¿WIURPXVLQJWKHLQQRYDWLRQ>@6WXGLHVE\>@
KDYHVKRZHGWKDWVXEMHFWLYHQRUPLVDVLJQLILFDQWSUHGLFWRURI
FRQWLQXDQFH LQWHQWLRQ WR WKH XVH VPDUWSKRQHV $FFRUGLQJO\
WKHIROORZLQJK\SRWKHVLVZDVSURSRVHG
+6RFLDO LQIOXHQFH LV SRVLWLYHO\ UHODWHG WR HJRYHUQPHQW
FRQWLQXDQFHLQWHQWLRQ
7KH FRQVWUXFW RI IDFLOLWDWLQJ FRQGLWLRQV LV WKH ¿QDO
FRPSRQHQW RI WKH 87$87 PRGHO (QFDSVXODWLQJ SHUFHLYHG
EHKDYLRUDO FRQWURO IURP WKH 73% WKLV FRQVWUXFW LV GH¿QHG DV
WKH OHYHO RI DFFHVVLELOLW\ WR WHFKQRORJLFDO DQG RUJDQL]DWLRQDO
UHVRXUFHV WKDW IDFLOLWDWH XVH RI WKH ,7 V\VWHP >@ 5HVHDUFK
KDV VKRZQ WKDW IDFLOLWDWLQJ FRQGLWLRQ FDQ DIIHFW FRQWLQXDQFH
LQWHQWLRQ WR XVH DQ ,7 LQQRYDWLRQ >@ $FFRUGLQJO\ WKH
IROORZLQJK\SRWKHVLVZDVSURSRVHG
+)DFLOLWDWLQJ FRQGLWLRQV LV SRVLWLYHO\ UHODWHG WR H
JRYHUQPHQWFRQWLQXDQFHLQWHQWLRQ
,95(6($5&+0(7+2'2/2*<
A. Sample
%HFDXVHWKHSRSXODWLRQVL]HIRUWKLVVWXG\LVXQNQRZQQRQ
UDQGRPVDPSOLQJVZHUHPDGHWRVHOHFWWKHVDPSOH>@7KUHH
DQRQ\PRXV RUJDQL]DWLRQV QDPHO\ JRYHUQPHQW RIILFH SULYDWH
XQLYHUVLW\ DQG D JRYHUQPHQW VHFRQGDU\ VFKRRO LQ .XDQWDQ
0DOD\VLD ZHUH VHOHFWHG FRQYHQLHQWO\ 7KH WKUHH DQRQ\PRXV
RUJDQL]DWLRQVZHUHFKRVHQEHFDXVHZHEHOLHYHWKDWPRVWRIWKH
XVHUV ZHUH IURP WKRVH RUJDQL]DWLRQV 7KH\ DJUHHG WR KHOS
FROOHFWGDWDIURPWKHLUPHPEHUV7KHRUJDQL]DWLRQVDOORZHGXV
WRFRQGXFWDQRQVLWHVXUYH\DQGHQFRXUDJHGWKHLUPHPEHUVWR
SDUWLFLSDWH :H YLVLWHG WKHVH RUJDQL]DWLRQV DQG SUHVHQWHG WKH
VXUYH\ TXHVWLRQQDLUHV WR PHPEHUV ZKR ZHUH ZLOOLQJ DQG
HOLJLEOH WR SDUWLFLSDWH (DFK UHVSRQGHQW ZDV ILUVW DVNHG WR
LGHQWLI\ ZKLFK W\SH RI HJRYHUQPHQW VHUYLFH KH RU VKH LV
IDPLOLDU 7KH UHVSRQGHQW ZDV WKHQ DVNHG WR DQVZHU WKH
TXHVWLRQQDLUH RQ WKH EDVLV RI KLV RU KHU H[SHULHQFH LQ XVLQJ
WKDW SDUWLFXODU HJRYHUQPHQW VHUYLFH HJ HILOLQJ HV\DULDK
HWF $ WRWDO RI UHVSRQGHQWV UHWXUQHG FRPSOHWHG
TXHVWLRQQDLUHV5HVSRQVHVIURPUHVSRQGHQWVZHUHH[FOXGHG
GXH WR PLVVLQJ LQIRUPDWLRQ DQG VWUDLJKW OLQH LVVXH >@ 7KH
UHVXOWVDUHEDVHGRQXVDEOHUHVSRQVHV
B. Instrument Development
7KHLQVWUXPHQWZDVGHYHORSHGE\DGDSWLQJVFDOHVIURPWKH
SUHYLRXV OLWHUDWXUH RQ HJRYHUQPHQW DGRSWLRQ H[FHSW IRU WKH
GHSHQGHQW YDULDEOH ZKLFK LV ERUURZHG IURP RQOLQH EDQNLQJ
OLWHUDWXUH 3HUIRUPDQFH H[SHFWDQF\ HIIRUW H[SHFWDQF\ VRFLDO
LQIOXHQFH DQG IDFLOLWDWLQJ FRQGLWLRQ ZDV PHDVXUHG ZLWK IRXU
LWHPVDGDSWHGIURP>@&RQWLQXDQFHLQWHQWLRQZDVPHDVXUHG
ZLWKWKUHHLWHPVDGDSWHGIURPWKHZRUNRI>@%KDWWDFKHUMHH
$OO LWHPV ZHUH PHDVXUHG XVLQJ SRLQW /LNHUWW\SH
VFDOHV DQFKRUHG LQYDOXHVUDQJLQJIURP VWURQJO\GLVDJUHH
WRVWURQJO\DJUHH
International Scholarly and Scientific Research & Innovation 11(7) 2017
C. Data Analysis
8SRQ FRPSOHWLRQ WKH TXHVWLRQQDLUHV ZHUH UHWXUQHG DQG
SDUWLFLSDQWVZHUHWKDQNHGIRUWKHLUWLPH7KHGDWDZHUHHQWHUHG
LQWR WKH 6366 VWDWLVWLFDO VRIWZDUH SURJUDP DQG ZHUH
FOHDQHG DQG VFUHHQHG ZLWK WHVWV IRU PLVVLQJ YDOXHV DQG
PXOWLYDULDWHDVVXPSWLRQ
9 5(68/76
A. Data Screening and Multivariate Assumption
:HILUVWFRQGXFWHGDPLVVLQJGDWDDQDO\VLVDQGUHYHDOHGWKDW
DOOFDVHVKDGOHVVWKDQRIGDWDPLVVLQJ$VVXFKDOOFDVHV
ZHUH UHWDLQHG DQG PLVVLQJ YDOXHV ZHUH UHSODFHG XVLQJ WKH
PLGSRLQW YDOXH >@ :H WKHQ H[DPLQHG WKH QRUPDOLW\ E\
ORRNLQJDWWKHYDOXHVRIVNHZQHVVDQGNXUWRVLV7KHYDOXHVRI
VNHZQHVV DQG NXUWRVLV GLG QRW LGHQWLI\ DQ\ VHULRXV YLRODWLRQV
RI QRUPDOLW\ EHFDXVH DOO WKH FRHI¿FLHQWV ZHUH EHORZ
>@ 7DEOH , GLVSOD\V WKH YDOXH RI VNHZQHVV DQG NXUWRVLV
VWDWLVWLFVIRUHDFKLWHP
7KHOLQHDULW\RIWKHGDWDVHWLVWKHQH[DPLQHGYLDWKHPDWUL[
VFDWWHU SORWV 7R DGGUHVV PXOWLFROOLQHDULW\ SUREOHP 9DULDQFH
,QIODWLRQ )DFWRU 9,) DQG WROHUDQFH DUH H[DPLQHG >@ $OO
9,) YDOXHV DUH OHVV WKDQZKLOH WKH UHVSHFWLYH WROHUDQFH LV
JUHDWHU WKDQ VHH 7DEOH ,,, )XUWKHU DQ LQYHVWLJDWLRQ RI
UHVLGXDO
VFDWWHUSORWV
VKRZHG
WKDW
PXOWLYDULDWH
KRPRVFHGDVWLFLW\ZDVIUHHIURPYLRODWLRQ
B. Test of Measurement Model
&RQILUPDWRU\ IDFWRU DQDO\VLV &)$ ZDV SHUIRUPHG WR
H[DPLQH RYHUDOO ILW RI WKUHHIDFWRU PRGHO 7KH LQLWLDO &)$
\LHOGHGDSRRUJRRGQHVVRIILWWRWKHGDWDx2 GI S *), &), DQG 506($ VHH
7DEOH , :H DGRSW WKH DSSURDFK RI GHOHWLQJ LWHPV ZLWK ORZ
VWDQGDUGL]HGUHJUHVVLRQZHLJKWV>@'HOHWLQJWZRLWHPVZLWK
ORZ VWDQGDUGL]HG UHJUHVVLRQ ZHLJKWV IURP WKH PHDVXUHPHQW
PRGHOUHVXOWVLQDPRGHOWKDWLVDPXFKEHWWHUILWRIWKHGDWD
$IWHU WKH HOLPLQDWLRQ RI WKHVH WZR LWHPV WKH UHVXOWLQJ
PHDVXUHPHQWPRGHOZDVIRXQGWR¿WWKHGDWDUHDVRQDEO\ZHOO
x2 GI S *), &), DQG
506($ VHH 7DEOH ,, $OO WKH PRGHO¿W LQGLFHV
H[FHHGHG WKHLU UHVSHFWLYH FRPPRQ DFFHSWDQFH OHYHOV
VXJJHVWHG E\ SUHYLRXV UHVHDUFK +HQFH ZH FRXOG SURFHHG WR
H[DPLQH WKH SV\FKRPHWULF SURSHUWLHV RI WKH PHDVXUHPHQW
PRGHO LQ WHUPV RI UHOLDELOLW\ FRQYHUJHQW YDOLGLW\ DQG
GLVFULPLQDQWYDOLGLW\
&RPSRVLWH UHOLDELOLW\ &5 DQG &URQEDFK
V DOSKD RI WKH
FRQVWUXFWV ZHUH DVVHVVHG LQ WKLV VWXG\ 7KH LQWHUSUHWDWLRQ RI
&5LVVLPLODUWRWKDWRIDOSKD$VVKRZQLQ7DEOH,9WKH&5¶V
DQG DOSKD¶V RI DOO WKH FRQVWUXFWV LQ RXU PHDVXUHPHQW PRGHO
H[FHHGHG WKH DFFHSWDEOH FULWHULD RI LQGLFDWLQJ WKDW WKH
VFDOHV KDG JRRG UHOLDELOLWLHV >@ >@ )RU DVVHVVPHQW RI
XQLGLPHQVLRQDOLW\ ERWK WKH IDFWRU ORDGLQJ ! DQG WYDOXH
! RI LWHPV DUH UHTXLUHG $V VKRZQ LQ 7DEOH ,, IDFWRU
ORDGLQJVRIWKHLWHPVLQWKHSURSRVHGPRGHOUDQJHGIURP
WRDQGZHUHVLJQLILFDQWDWWKHOHYHORIS$OOZHUH
JUHDWHUWKDQWKHFXWRIIYDOXHRIUHFRPPHQGHGE\>@,Q
DGGLWLRQWKH$9(VZHUHDOODERYHWKHWKUHVKROGYDOXHRI
1602
scholar.waset.org/1999.10/10007524
World Academy of Science, Engineering and Technology
International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering Vol:11, No:7, 2017
ZKLFKPHDQWWKDWWKHK\SRWKHVL]HGIDFWRUVDFFRXQWHGIRUPRUH
WKDQRQHKDOIRIWKHYDULDQFHVREVHUYHGLQWKHLUPHDVXUHPHQW
LWHPV 'LVFULPLQDQW YDOLGLW\ PHDQV WKDW D ODWHQW YDULDEOH LV
DEOH WR DFFRXQW IRU PRUH YDULDQFH LQ WKH REVHUYHG YDULDEOHV
DVVRFLDWHG ZLWK LW WKDQ RWKHU FRQVWUXFWV ZLWKLQ WKH UHVHDUFK
PRGHO,WZDVWHVWHGE\FRPSDULQJWKHVTXDUHURRWRIWKH$9(
RI HDFK FRQVWUXFW DQG LWV FRUUHODWLRQ FRHIILFLHQWV ZLWK RWKHU
FRQVWUXFWV>@7KHUHVXOWVRIGLVFULPLQDQWYDOLGLW\DUHVKRZQ
LQ 7DEOH 9 )RU DOO WKH FRQVWUXFWV WKH VTXDUH URRWV RI WKH
$9(VZHUHODUJHUWKDQWKHFRUUHODWLRQFRHIILFLHQWVZLWKRWKHU
FRQVWUXFWV WKXV VKRZLQJ JRRG GLVFULPLQDQW YDOLGLW\ ,Q
VXPPDU\ DOO FRQVWUXFWV LQ WKH PHDVXUHPHQW PRGHO KDG
DGHTXDWH UHOLDELOLW\ FRQYHUJHQW YDOLGLW\ DQG GLVFULPLQDQW
YDOLGLW\
International Science Index, Psychological and Behavioral Sciences Vol:11, No:7, 2017 waset.org/Publication/10007524
7$%/(,
0($685(0(1702'(/),5673+$6(
&RQVWUXFW
,WHP )DFWRUORDGLQJ 1RRILWHP VNHZQHVV NXUWRVLV x2dfD 506($E &),F *),G 1),H 3*),I
3H
3H
3HUIRUPDQFHH[SHFWDQF\
3H
3H
(H
(H
(IIRUWH[SHFWDQF\
(H
(H
6L
6L
6RFLDO,QIOXHQFH
6L
6L
)F
)F
)DFLOLWDWLQJ&RQGLWLRQ
)F
)F
&RQW
&RQWLQXDQFHLQWHQWLRQ &RQW
&RQW
5HFRPPHQGHGYDOXHDEF!G!H!I!
$XWKRUD>@E>@F>@GH>@I>@
7$%/(,,
0($685(0(1702'(/5(9,6('
&RQVWUXFW
,WHP )DFWRUORDGLQJ 1RRILWHP x2dfD 506($E &),F *),G1),H 3*),I
3H
3H
3HUIRUPDQFHH[SHFWDQF\
3H
3H
(H
(H
(IIRUWH[SHFWDQF\
(H
(H
6L
6RFLDO,QIOXHQFH
6L
6L
)F
)DFLOLWDWLQJ&RQGLWLRQ
)F
)F
&RQW
&RQWLQXDQFHLQWHQWLRQ
&RQW
&RQW
5HFRPPHQGHGYDOXHDEF!G!H!I!
$XWKRUD>@E>@F>@GH>@I>@
International Scholarly and Scientific Research & Innovation 11(7) 2017
1603
scholar.waset.org/1999.10/10007524
World Academy of Science, Engineering and Technology
International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering Vol:11, No:7, 2017
7$%/(,,,
08/7,&2//,1($5,7<7(67
8QVWDQGDUGL]HG&RHIILFLHQWV 6WDQGDUGL]HG&RHIILFLHQWV
&ROOLQHDULW\VWDWLVWLFV
0RGHO
%
6WG(UURU
%HWD
W 6LJ
7ROHUDQFH
9,)
&RQVWDQW
3HUIRUPDQFHH[SHFWDQF\
(IIRUWH[SHFWDQF\
6RFLDO,QIOXHQFH
)DFLOLWDWLQJ&RQGLWLRQ
&RQWLQXDQFHLQWHQWLRQ
1RWH'HSHQGHQWYDULDEOH&RQWLQXDQFHLQWHQWLRQ
International Science Index, Psychological and Behavioral Sciences Vol:11, No:7, 2017 waset.org/Publication/10007524
7$%/(,9
5(/,$%,/,7<$1'$9(
&URQEDFK &RPSRVLWH
&RQVWUXFW
DOSKD
UHOLDELOLW\
3HUIRUPDQFHH[SHFWDQF\
(IIRUWH[SHFWDQF\
6RFLDO,QIOXHQFH
)DFLOLWDWLQJ&RQGLWLRQ
&RQWLQXDQFHLQWHQWLRQ
$9(
7$%/(9
',6&5,0,1$179$/,',7<
)&1 6,1 ((; 3(5
&217,
)&1
6,1
((;
3(5
&217, 6TXDUH URRWV RI $9(V DUH VKRZQ DV GLDJRQDO HOHPHQWV LQ EROG W\SH 7KH
GLDJRQDOHOHPHQWVZHUHJUHDWHUWKDQWKHFRUUHVSRQGLQJRIIGLDJRQDOHOHPHQWV
LQWKHVDPHURZDQGFROXPQLQGLFDWLQJWKHGLVFULPLQDQWYDOLGLW\
FRUUHVSRQGLQJUHFRPPHQGHGYDOXHVGHPRQVWUDWHGHYLGHQFHRI
D JRRG PRGHO ILW VHH 7DEOH 9, 7ZR SURSRVHG UHODWLRQVKLSV
ZHUH IRXQG VLJQL¿FDQW 7KLV FRQ¿UPV WKDW WKHUH LV D SRVLWLYH
UHODWLRQVKLS EHWZHHQ 3HUIRUPDQFH ([SHFWDQF\ DQG
&RQWLQXDQFH ,QWHQWLRQ ȕ W S FRQILUPLQJ + 3RVLWLYH UHODWLRQVKLSV DUH DOVRIRXQG EHWZHHQ
6RFLDO,QIOXHQFHDQG&RQWLQXDQFH,QWHQWLRQȕ W S WKXV VXSSRUWLQJ + +RZHYHU (IIRUW ([SHFWDQF\
DQG)DFLOLWDWLQJ&RQGLWLRQGLGQRWFRUUHODWHVLJQL¿FDQWO\ZLWK
&RQWLQXDQFH,QWHQWLRQȕ W S!ȕ W
S!WKXVQRWVXSSRUWLQJ+DQG+VHH7DEOH
9,,DQG)LJ
7$%/(9,
6758&785$/02'(/),7
)LWLQGH[
x2dfD 506($E &),F *),G 1),H 3*),I
6WUXFWXUDOPRGHO 5HFRPPHQGHGYDOXHDEF!G!H!I!
$XWKRUD>@E>@F>@GH>@I>@
7$%/(9,,
5(68/72)+<327+(6,67(67,1*
3DWK
&ULWLFDO
FRHIILFLHQW
UDWLR
+3(5&21
+())&21
+626&21
+)$&&21
S'LVFXVVLRQ
)LJ6WUXFWXUDOGLDJUDP
C. Structural Model and Hypothesis Testing
6LQFHWKHPHDVXUHPHQWPRGHOHYDOXDWLRQSURYLGHGHYLGHQFH
RIUHOLDELOLW\DQGYDOLGLW\WKHVWUXFWXUDOPRGHOHVWLPDWHVZHUH
H[DPLQHG WR DVVHVV WKH K\SRWKHVLVHG UHODWLRQVKLSV DPRQJ WKH
FRQVWUXFWV LQ WKH FRQFHSWXDO PRGHO 6LPLODU WR WKH
PHDVXUHPHQW PRGHO FRPSDULVRQ RI ILW LQGLFHV ZLWK WKHLU
International Scholarly and Scientific Research & Innovation 11(7) 2017
)URP WKH SDWK DQDO\VLV ZH REVHUYHG WKDW 3(5 DQG 626
KDYHVLJQL¿FDQWSRVLWLYHHIIHFWRQWKHFRQWLQXDQFHLQWHQWLRQWR
XVH HJRYHUQPHQW VHUYLFHV +RZHYHU ()) DQG )$& KDYH QR
VLJQL¿FDQW FDXVDO HIIHFW RQ FRQWLQXDQFH LQWHQWLRQ WR XVH H
JRYHUQPHQW VHUYLFHV 7KHUHIRUH ZLWK WKH H[FHSWLRQ RI
K\SRWKHVHV + DQG + WKH RWKHU WZR K\SRWKHVHV ZHUH WR EH
IRXQG VLJQL¿FDQW 7KH PRVW LPSRUWDQW IDFWRU LQÀXHQFLQJ
FRQWLQXDQFHLQWHQWLRQWRDGRSWHJRYHUQPHQWVHUYLFHVLV3(5
6WURQJ DVVRFLDWLRQ EHWZHHQ 3(5 DQG &21 KDV EHHQ OLVWHG LQ
OLWHUDWXUH >@ >@>@ ZKLFK LV VXSSRUWHG E\ RXU VWDWLVWLF
UHVXOWV 7KH VHFRQG LQÀXHQWLDO IDFWRU WKDW LPSDFWV RQ WKH
FRQWLQXDQFHLQWHQWLRQWRDGRSWHJRYHUQPHQWVHUYLFHVLV626
$ VLJQL¿FDQW UHODWLRQVKLS EHWZHHQ 626 DQG EHKDYLRUDO
LQWHQWLRQ KDV DOVR EHHQ UHSRUWHG LQ OLWHUDWXUH >@ >@
+RZHYHU WKLV VWXG\ LQGLFDWHV WKDW ()) GRHV QRW DIIHFW
FRQWLQXDQFH LQWHQWLRQ WR XVH HJRYHUQPHQW VHUYLFHV
VLJQL¿FDQWO\$OWKRXJKWKLVUHVXOWGLIIHUVIURPVRPHSXEOLVKHG
1604
scholar.waset.org/1999.10/10007524
World Academy of Science, Engineering and Technology
International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering Vol:11, No:7, 2017
International Science Index, Psychological and Behavioral Sciences Vol:11, No:7, 2017 waset.org/Publication/10007524
VWXGLHV >@ >@ WKHVH ILQGLQJV DUH FRQVLVWHQW ZLWK >@DQG
>@ ZKR IRXQG WKDW HDVH RI XVH ZHUH QRW VLJQLILFDQW LQ WKH
LQWHQWLRQ WR XVH HJRYHUQPHQW DQG RQOLQH EDQNLQJ VHUYLFHV
UHVSHFWLYHO\ ,Q 0DOD\VLDQ FRQWH[W WKURXJK WKLV VWXG\ ZH
FOHDUO\ GHPRQVWUDWH WKDW WHFKQRORJ\ SHUFHSWLRQV DQG
HQYLURPHQWDOIDFWRUVDUHDVLJQLILFDQWSUHGLFWRURIFRQWLQXDQFH
LQWHQWLRQWRDGRSWHJRYHUQPHQWVHUYLFHV
D. Implications for Research
)URP D WKHRUHWLFDO SHUVSHFWLYH WKLV UHVHDUFK DSSOLHV
87$87LQSRVWDGRSWLRQVWDJHWRH[SODLQXVHUDGRSWLRQRIH
JRYHUQPHQW VHUYLFH LQ WKH 0DOD\VLDQ VHWWLQJ :H IRXQG WKDW
WZR87$87¶VSUHGLFWRUQDPHO\SHUIRUPDQFHH[SHFWDQF\DQG
VRFLDO LQIOXHQFH KDYH D VLJQLILFDQW HIIHFW RQ XVHU DGRSWLRQ
7KLV VKRZV WKDW ZKHQ H[DPLQLQJ WKH IDFWRUV DIIHFWLQJ H
JRYHUQPHQW XVHUV¶ DGRSWLRQ ZH QHHG WR EH FRQFHUQHG ZLWK
ERWK WHFKQRORJ\ SHUFHSWLRQV DQG HQYLURPHQWDO IDFWRUV
0RUHRYHU WKH PRGHO GHPRQVWUDWHG KLJK H[SODQDWRU\ SRZHU
7KH5VTXDUHRIWKHFRQWLQXDQFHLQWHQWLRQFRQVWUXFWZDV
RURIWKHYDULDQFHLQXVHUFRQWLQXDQFHLQWHQWLRQWRDGRSW
HJRYHUQPHQWVHUYLFHVZDVH[SODLQHGZLWKRXUPRGHO
E. Implication for Practice
)URPDSUDFWLFDOSHUVSHFWLYHRXUUHVHDUFKVKRZHGWKDWERWK
SHUIRUPDQFHH[SHFWDQF\DQGVRFLDOLQIOXHQFHKDYHVLJQLILFDQW
HIIHFWVRQXVHUDGRSWLRQRIHJRYHUQPHQWVHUYLFHV,QDGGLWLRQ
ZH IRXQG WKDW SHUIRUPDQFH H[SHFWDQF\ KDV DQ REYLRXV HIIHFW
RQ FRQWLQXDQFH LQWHQWLRQ 7KXV VHUYLFH SURYLGHUV QHHG WR
LPSURYH WKH SHUIRUPDQFH H[SHFWDQF\ 7KH\ FDQ DFKLHYH WKLV
E\ SUHVHQWLQJ DQ HDVHRIXVH LQWHUIDFH WKXV UHGXFLQJ HIIRUW
H[SHFWDQF\DQGHQKDQFLQJSHUIRUPDQFHH[SHFWDQF\>@
F. Limitations
7KLVUHVHDUFKKDVWKHIROORZLQJOLPLWDWLRQV)LUVWZHPDLQO\
H[SODLQHG HJRYHUQPHQW DGRSWLRQ XVLQJ 87$87 )XWXUH
UHVHDUFKPD\GUDZRQRWKHUWKHRULHVDQGSHUVSHFWLYHVVXFKDV
TXDOLW\GLPHQVLRQ>@6HFRQGXVHUEHKDYLRULVG\QDPLFDQG
FRQVWDQWO\FKDQJLQJ:HRQO\FROOHFWHGFURVVVHFWLRQDOGDWD$
ORQJLWXGLQDOUHVHDUFKPD\SURYLGHPRUHLQVLJKWVRQKRZXVHU
DGRSWLRQ EHKDYLRU FKDQJHV RYHU WLPH 7KLUG ZH FRQGXFWHG
WKLVUHVHDUFKLQ0DOD\VLDDFRXQWU\ZKRVHIDVWGHYHORSLQJH
JRYHUQPHQWVHUYLFHLVVWLOOLQLWVLQIDQF\2XUUHVXOWVPD\QRW
JHQHUDOL]H WR RWKHU FRXQWULHV ZLWK UHODWLYHO\ PDWXUH H
JRYHUQPHQWVHUYLFH)RXUWKWKHPRGHOGHSOR\HGLQWKLVZRUN
LJQRUHGWKHPRGHUDWRUVLQWKHRULJLQDO87$87PRGHO)XWXUH
UHVHDUFK FDQ LQYHVWLJDWH WKHLU UROHV LQ HJRYHUQPHQW
DFFHSWDQFH UHVHDUFK SDUWLFXODUO\ LQ WKH SRVW DGRSWLRQ VWDJH LQ
GHYHORSLQJFRXQWULHV)LIWKLVWKHXVHRIFRQYHQLHQFHVDPSOLQJ
ZKLFK PLJKW DIIHFW WKH VLJQLILFDQFH RI UHODWLRQVKLSV RI WKH
YDULDEOHV$IXUWKHUVWXG\XVLQJSUREDELOLW\VDPSOLQJZRXOGEH
YHU\LQWHUHVWLQJLQRUGHUWREHWWHUXQGHUVWDQGWKHHJRYHUQPHQW
DFFHSWDQFHLQ0DOD\VLDQFRQWH[WDVDZKROH
9,&21&/86,21
7KH JUHDW SRWHQWLDO RI HJRYHUQPHQW LV WR SURYLGH FLWL]HQV
DQGRUJDQL]DWLRQVZLWKPRUHFRQYHQLHQWDFFHVVWRJRYHUQPHQW
LQIRUPDWLRQ DQG VHUYLFHV %DVHG RQ WKHVH DGYDQWDJHV H
International Scholarly and Scientific Research & Innovation 11(7) 2017
JRYHUQPHQW VHUYLFHV VKRXOG DFTXLUH D ZLGH XVHU DGRSWLRQ
+RZHYHUWKHUHDOLW\LVWKDWWKHFXUUHQWXVHUDGRSWLRQOHYHORI
HJRYHUQPHQWVHUYLFHVLVPXFKORZHU%\XVLQJ87$87WKLV
UHVHDUFK DQDO\]HG IDFWRUV GHWHUPLQLQJ XVHU DGRSWLRQ RI H
JRYHUQPHQW 2XU UHVXOWV VKRZHG WKDW XVHUV¶ DGRSWLRQ RI H
JRYHUQPHQW VHUYLFH LV DIIHFWHG E\ WKHLU SHUFHSWLRQ RQ WKH
WHFKQRORJ\ RXWFRPH SHUIRUPDQFH H[SHFWDQF\ DQG
HQYLURQPHQWDOIDFWRUVVRFLDOLQIOXHQFH
5()(5(1&(6
>@ )ORURSRXORV - 6SDWKLV & +DOYDW]LV ' 7VLSRXULGRX 0 0HDVXULQJ WKH VXFFHVV RI WKH *UHHN 7D[DWLRQ ,QIRUPDWLRQ 6\VWHP
International Journal of Information Management, 30
>@ %LJGHOL $ = .DPDO 0 0 GH &HVDUH 6 (OHFWURQLF
LQIRUPDWLRQVKDULQJLQORFDOJRYHUQPHQWDXWKRULWLHV)DFWRUVLQIOXHQFLQJ
WKH GHFLVLRQPDNLQJ SURFHVV International Journal of Information
Management, 33
>@ &HJDUUD1DYDUUR-*3DFKyQ-5&&HJDUUD-/0(
JRYHUQPHQW DQG FLWL]HQ
V HQJDJHPHQW ZLWK ORFDO DIIDLUV WKURXJK H
ZHEVLWHV 7KH FDVH RI 6SDQLVK PXQLFLSDOLWLHV International Journal of
Information Management, 32
>@ .DQDW , ( g]NDQ 6 ([SORULQJ FLWL]HQV
SHUFHSWLRQ RI
JRYHUQPHQW WR FLWL]HQ VHUYLFHV $ PRGHO EDVHG RQ WKHRU\ RI SODQQHG
EHKDYLRXU 7%3 Transforming Government: People, Process and
Policy, 3
>@ 6DKDUL 1 =DLQDO $ELGLQ 1 .DVLPLQ + 0RKG ,GULV + 0DOD\VLDQ H*RYHUQPHQW DSSOLFDWLRQ )DFWRUV RI DFWXDO XVH Australian
Journal of Basic and Applied Sciences, 6
>@ /HDQ 2 . =DLODQL 6 5DPD\DK 7 )HUQDQGR < )DFWRUV
LQIOXHQFLQJ LQWHQWLRQ WR XVH HJRYHUQPHQW VHUYLFHV DPRQJ FLWL]HQV LQ
0DOD\VLD International Journal of Information Management, 29
>@ 9HQNDWHVK97KRQJ-<&KDQ).+X3-+%URZQ6$
([WHQGLQJ WKH WZRǦVWDJH LQIRUPDWLRQ V\VWHPV FRQWLQXDQFH
PRGHO LQFRUSRUDWLQJ 87$87 SUHGLFWRUV DQG WKH UROH RI FRQWH[W
Information Systems Journal, 21
>@ ,VODP$.01Understanding Continued Usage Intention in
Intention in e-Learning Context. 3DSHU SUHVHQWHG DW WKH WK %OHG
H&RQIHUHQFH H)XWXUH &UHDWLQJ 6ROXWLRQV IRU WKH ,QGLYLGXDO
2UJDQLVDWLRQVDQG6RFLHW\%OHG6ORYHQLD
>@ /RR:+<HRZ3+3&KRQJ6&8VHUDFFHSWDQFHRI
0DOD\VLDQ JRYHUQPHQW PXOWLSXUSRVH VPDUWFDUG DSSOLFDWLRQV
Government Information Quarterly, 26
>@ 6XNL 1 0 5DPD\DK 7 8VHU $FFHSWDQFH RI WKH (
*RYHUQPHQW 6HUYLFHV LQ 0DOD\VLD 6WUXFWXUDO (TXDWLRQ 0RGHOOLQJ
$SSURDFK Interdisciplinary Journal of Information, Knowledge &
Management, 5
>@ 6LGGLTXHH 1 $ (*RYHUQPHQW DQG ,QQRYDWLRQV LQ 6HUYLFH
'HOLYHU\ 7KH 0DOD\VLDQ ([SHULHQFH International Journal of Public
Administration, 31
>@ 0RRUWK\0.6DPVXUL$6%+XVVLQ6%02WKPDQ06%
&KHOOLDK 0 . ()LOLQJ %HKDYLRXU DPRQJ $FDGHPLFV LQ
3HUDN6WDWHLQ0DOD\VLDTechnology and Investment, 2014
>@ .DVVLP 1 0 5DPD\DK 7 .XUQLD 6 $QWHFHGHQWV DQG
RXWFRPHV RI KXPDQ UHVRXUFH LQIRUPDWLRQ V\VWHP +5,6 XVH
International Journal of Productivity and Performance Management,
61
>@ <DK\D 0 1DG]DU ) 5DKPDQ % $ ([DPLQLQJ XVHU
$FFHSWDQFH RI (6\DULDK 3RUWDO $PRQJ 6\DULDK XVHUV LQ 0DOD\VLD
Procedia - Social and Behavioral Sciences, 67
>@ %KDWW - . 5ROH RI LQIRUPDWLRQ WHFKQRORJ\ LQ WKH 0DOD\VLDQ
MXGLFLDOV\VWHP,VVXHVDQGFXUUHQWWUHQGVInternational Review of Law,
Computers & Technology, 19
>@ 7D\ORU 6 7RGG 3 $VVHVVLQJ ,7 XVDJH 7KH UROH RI SULRU
H[SHULHQFHMIS Quarterly
>@ 9HQNDWHVK90RUULV0*$FNHUPDQ3/$ORQJLWXGLQDO
ILHOG LQYHVWLJDWLRQ RI JHQGHU GLIIHUHQFHV LQ LQGLYLGXDO WHFKQRORJ\
DGRSWLRQ GHFLVLRQPDNLQJ SURFHVVHV Organizational Behavior and
Human Decision Processes, 83
1605
scholar.waset.org/1999.10/10007524
International Science Index, Psychological and Behavioral Sciences Vol:11, No:7, 2017 waset.org/Publication/10007524
World Academy of Science, Engineering and Technology
International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering Vol:11, No:7, 2017
>@ 9HQNDWHVK 9 0RUULV 0 * *RUGRQ % ' 'DYLV ) ' 8VHU $FFHSWDQFH RI ,QIRUPDWLRQ 7HFKQRORJ\ 7RZDUG D 8QLILHG 9LHZ
MIS Quarterly, 27
>@ +HQQLQJWRQ $ -DQ] % ' ,QIRUPDWLRQ V\VWHPV DQG
KHDOWKFDUH ;9, SK\VLFLDQ DGRSWLRQ RI HOHFWURQLF PHGLFDO UHFRUGV
DSSO\LQJWKH87$87PRGHOLQDKHDOWKFDUHFRQWH[WCommunications of
the Association for Information Systems, 19
>@ /LQ 3& /X + /LX & 7RZDUGV DQ HGXFDWLRQ EHKDYLRUDO
LQWHQWLRQ PRGHO IRU HOHDUQLQJ V\VWHPV $Q H[WHQVLRQ RI 87$87
Journal of Theoretical and Applied Information Technology, 47
>@ 0DUWLQV & 2OLYHLUD 7 3RSRYLþ $ 8QGHUVWDQGLQJ WKH
,QWHUQHW EDQNLQJ DGRSWLRQ $ XQLILHG WKHRU\ RI DFFHSWDQFH DQG XVH RI
WHFKQRORJ\ DQG SHUFHLYHG ULVN DSSOLFDWLRQ International Journal of
Information Management, 34
>@ %RDN\H.*3U\EXWRN955\DQ6'7KHLQWHQWLRQRI
FRQWLQXHG ZHEHQDEOHG SKRQH VHUYLFH XVDJH $ TXDOLW\ SHUVSHFWLYH
Operations Management Research, 5
>@ /LDQ -: &ULWLFDO IDFWRUV IRU FORXG EDVHG HLQYRLFH VHUYLFH
DGRSWLRQ LQ 7DLZDQ $Q HPSLULFDO VWXG\ International Journal of
Information Management, 35
>@ +XDQJ 7 &. /LX && &KDQJ '& $Q HPSLULFDO
LQYHVWLJDWLRQ RI IDFWRUV LQIOXHQFLQJ WKH DGRSWLRQ RI GDWD PLQLQJ WRROV
International Journal of Information Management, 32
>@ $M]HQ , 7KH 7KHRU\ RI 3DQQHG %HKDYLRU Organizational
Behavior and Human Decision Processes, 50
>@ 6KLQ'+6KLQ<-&KRR+%HRP.6PDUWSKRQHVDV
VPDUW SHGDJRJLFDO WRROV ,PSOLFDWLRQV IRU VPDUWSKRQHV DV XOHDUQLQJ
GHYLFHVComputers in Human Behavior, 27
>@ +H-::HL..8QGHUVWDQGLQJ.QRZOHGJH0DQDJHPHQW
6\VWHPV&RQWLQXDQFH$'HFRPSRVHG0RGHO
>@ (VFREDU5RGUtJXH] 7 &DUYDMDO7UXMLOOR ( 2QOLQH
SXUFKDVLQJ WLFNHWV IRU ORZ FRVW FDUULHUV $Q DSSOLFDWLRQ RI WKH XQLILHG
WKHRU\ RI DFFHSWDQFH DQG XVH RI WHFKQRORJ\ 87$87 PRGHO Tourism
Management, 43
>@ +DLU-)+XOW*705LQJOH&6DUVWHGW0A Primer
on Partial Least Squares Structural Equation Modeling (PLS-SEM)
6$*(3XEOLFDWLRQV
>@ :HHUDNNRG\ 9 (O+DGGDGHK 5 $O6REKL ) 6KDUHHI 0 $ 'ZLYHGL < . ([DPLQLQJ WKH LQIOXHQFH RI LQWHUPHGLDULHV LQ
IDFLOLWDWLQJ HJRYHUQPHQW DGRSWLRQ $Q HPSLULFDO LQYHVWLJDWLRQ
International Journal of Information Management, 33
>@ %KDWWDFKHUMHH $ 8QGHUVWDQGLQJ ,QIRUPDWLRQ 6\VWHPV
&RQWLQXDQFH $Q ([SHFWDWLRQ&RQILUPDWLRQ 0RGHO MIS Quarterly,
25
>@ 0F.QLJKW 3 ( 0F.QLJKW . 0 6LGDQL 6 )LJXHUHGR $ -
Missing Data: A Gentle Introduction*XLOIRUG3XEOLFDWLRQV
>@ 3UDWL*3LHWUDQWRQL/=DQL%7KHSUHGLFWLRQRILQWHQWLRQ
WR FRQVXPH JHQHWLFDOO\ PRGLILHG IRRG 7HVW RI DQ LQWHJUDWHG
SV\FKRVRFLDOPRGHOFood Quality and Preference, 25
>@ 3DL)<+XDQJ.,$SSO\LQJWKH7HFKQRORJ\$FFHSWDQFH
0RGHO WR WKH LQWURGXFWLRQ RI KHDOWKFDUH LQIRUPDWLRQ V\VWHPV
Technological Forecasting and Social Change, 78
>@ %URZQH 0 : &XGHFN 5 $OWHUQDWLYH ZD\V RI DVVHVVLQJ
PRGHOILWSociological Methods & Research, 21
>@ +DLU - ) %ODFN : & %DELQ % - $QGHUVRQ 5 ( Multivariate Data Analysis3HDUVRQ3UHQWLFH+DOO
>@ %HQWOHU 3 0 &RPSDUDWLYH ILW LQGH[HV LQ VWUXFWXUDO PRGHOV
Psychological Bulletin, 107
>@ %HQWOHU30%RQHWW'*6LJQLILFDQFHWHVWVDQGJRRGQHVV
RI ILW LQ WKH DQDO\VLV RI FRYDULDQFH VWUXFWXUHV Psychological Bulletin,
88
>@ 7DQ * :+ 2RL .% &KRQJ 6& +HZ 76 1)&
PRELOHFUHGLWFDUG7KHQH[WIURQWLHURIPRELOHSD\PHQW"Telematics and
Informatics, 31
>@ .OLQH 5 % Principles and Practice of Structural Equation
Modelling1HZ<RUN7KH*XLOIRUG3UHVV
>@ 1XQDOO\ - & %HUQVWHLQ , + Psychometric Theory 1HZ
<RUN0F*UDZZ+LOO
>@ 6KDUPD6Applied multivariate techniques-RKQ:LOH\6RQV
,QF
>@ )RUQHOO & /DUFNHU ' ) (YDOXDWLQJ VWUXFWXUDO HTXDWLRQ
PRGHOV ZLWK XQREVHUYDEOH YDULDEOHV DQG PHDVXUHPHQW HUURUJournal of
Marketing Research
International Scholarly and Scientific Research & Innovation 11(7) 2017
>@ &KRZ0&KDQ//R%&KX:3&KDQ7/DL<0
([SORULQJ WKH LQWHQWLRQ WR XVH D FOLQLFDO LPDJLQJ SRUWDO IRU HQKDQFLQJ
KHDOWKFDUHHGXFDWLRQNurse Education Today, 33
>@ .LP % $Q HPSLULFDO LQYHVWLJDWLRQ RI PRELOH GDWD VHUYLFH
FRQWLQXDQFH ,QFRUSRUDWLQJ WKH WKHRU\ RI SODQQHG EHKDYLRU LQWR WKH
H[SHFWDWLRQ±FRQILUPDWLRQ PRGHO Expert Systems with Applications,
37
>@ +XDQJ 7 &. :X ,/ &KRX && ,QYHVWLJDWLQJ XVH
FRQWLQXDQFH RI GDWD PLQLQJ WRROV International Journal of Information
Management, 33
>@ <RXQJEHUJ ( 2OVHQ ' +DXVHU . 'HWHUPLQDQWV RI
SURIHVVLRQDOO\DXWRQRPRXVHQGXVHUDFFHSWDQFHLQDQHQWHUSULVHUHVRXUFH
SODQQLQJ V\VWHP HQYLURQPHQW International Journal of Information
Management, 29
>@ $OPDJKUDEL 7 'HQQLV & +DOOLGD\ 6 9 $QWHFHGHQWV RI
FRQWLQXDQFH LQWHQWLRQV WRZDUGV HVKRSSLQJ WKH FDVH RI 6DXGL $UDELD
Journal of Enterprise Information Management, 24
>@ 0RUHQR&HJDUUD-/&HJDUUD1DYDUUR-*&yUGRED3DFKyQ-5
$SSO\LQJ WKH WHFKQRORJ\ DFFHSWDQFH PRGHO WR D 6SDQLVK &LW\
+DOOInternational Journal of Information Management, 34
>@ 5LIIDL0*UDQW.(GJDU'%LJ7$0LQ2PDQ([SORULQJ
WKH SURPLVH RI RQOLQH EDQNLQJ LWV DGRSWLRQ E\ FXVWRPHUV DQG WKH
FKDOOHQJHV RI EDQNLQJ LQ 2PDQ International Journal of Information
Management, 32
>@ =KRX7 /X < :DQJ%,QWHJUDWLQJ77)DQG87$87WR
H[SODLQ PRELOH EDQNLQJ XVHU DGRSWLRQ Computers in Human Behavior,
26
>@ 2OLYHLUD7)DULD07KRPDV0$3RSRYLþ$([WHQGLQJ
WKH XQGHUVWDQGLQJ RI PRELOH EDQNLQJ DGRSWLRQ :KHQ 87$87 PHHWV
77)DQG,70International Journal of Information Management, 34
>@ 'HORQH : + 0F/HDQ ( 5 7KH 'H/RQH DQG 0F/HDQ
0RGHORI,QIRUPDWLRQ6\VWHPV6XFFHVV$7HQ<HDU8SGDWHJournal of
Management Information Systems, 19
1606
scholar.waset.org/1999.10/10007524
© Copyright 2025 Paperzz