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Within the education literature, satisfaction with the quality of public schools has received very little scholarly attention. Conversely, in the public administration literature, citizen satisfaction with public services has been studied since the late 1970s and in the past decade, models based on expectancy disconfirmation theory have increasingly been utilized. Of these models, the American Customer Satisfaction Index (ACSI) model goes beyond satisfaction to examine the effect of satisfaction on behavioral consequences, such as the desire to move away from a locality, which may be of inherent interest to policymakers and public managers. This study extends the research on the ACSI model in the public sector by examining the effects of expectations, perceived quality, perceived disconfirmation, and grade on satisfaction with school quality. In turn, the effect of satisfaction on behavioral outcomes that are of interest to policymakers, modeled as the desire to choose a different schooling option or willingness to recommend public schools to others, are also examined. Using existing data from a public opinion poll, models for two groups of participants were estimated via regression-based path analysis. The study found a small negative effect of expectations on satisfaction and a larger role, directly and indirectly, of perceived quality on satisfaction judgments. Addition of the grade variable dispersed the effect of perceived quality but the total effect of the variable was unchanged. As theorized, satisfaction had a strong negative effect on the desire to choose a different schooling option and a strong positive effect on the willingness to recommend public schools to others. Suggestions for further research include a qualitative study incorporating interviews and focus groups to identify the information sources utilized in making satisfaction decisions and how individuals’ synthesize various pieces of information to determine whether their expectations have been met. In addition, use of objective measures, such as test scores, along with subjective measures may provide increased understanding of the influence of exogenous variables on the model.

The current study examines the roles of expectancy disconfirmation and pseudo-altruistic behaviors as communication strategies to increase receiver compliance, and their effects on perceptions of the source, including credibility and likeability ratings. While adding to the previous research, this investigation examines the effects on compliance when pseudo-altruistic practices are employed in a sales situation. Additionally, subjects’ compliance responses in the treatment groups are analyzed for relationships between compliance and several possible mediators, including participant’s evaluations of the source, and feelings of obligation and guilt. A focus group was held to discuss the face validity of the scenarios. Additionally, a pilot study was conducted to verify the operationalization of the independent variable, and to reveal any items that needed to be modified before the actual study was conducted. 141 undergraduate students were assigned to one of six treatment groups, and responded to the scenario and questionnaire. Five-point Likert type scales were used for the source factor and compliance items, and seven-point semantic differential scales were used for the items which measured source perceptions. Additionally, an optional open-ended item was employed for subjects to explain the motives behind their decisions. Analysis of the data showed that participants in the pseudo-altruistic treatment conditions were more likely to return to Store or Dealership A, or tipped the server more than usual. They also rated the source as more expert and of higher character in the treatment groups that the neutral, control groups. This increase in compliance was consistent across all three scenarios. Regression analyses also revealed that source factors including concern, helpfulness, unexpected behavior, expertise, character, honesty, and likeability predicted 26% of the compliance variance. In conclusion, subjects were more likely to comply in the pseudo-altruistic treatment condition, regardless of the scenario. Their compliance is attributed to feelings of liking and higher ratings of the source, which facilitated reciprocal altruism and benefited the salesperson or server for their selfless behavior.

Social buying is a recent marketing innovation in which provides Pareto-improving welfare gains to merchants, consumers, and brokers. Consumers benefit from access to significant discounts on advertised products and services, the broker benefits from taking a significant cut in each transaction with very low fixed costs, and merchants are able to reduce their advertising costs, gain access to new markets and drive traffic to their stores. The phenomenal growth of social buying carries commensurate risks for brokers, including increased competition due to a lack of service differentiation and low entry barriers. The complete social buying transaction is completed over two stages: the initial online e-commerce transaction and the subsequent fulfilment transaction where the voucher is redeemed with the merchant. In order to explore the sustainability of the social buying business model, it is necessary to identify the factors which drive loyalty behaviours in social buying, as well as the interrelationships between the factors. This research proposes from the marketing literature Oliver’s (1980) expectancy-disconfirmation theory (EDT) as the main theoretical framework on which to model these relationships. EDT is then successfully synthesised with DeLone and McLean’s (2003) information systems success model to create a framework which can appropriately model both the online and traditional stages of the social buying transaction. This study contributes to the marketing literature by establishing EDT as a suitable framework for investigating social buying. It is believed that this study is the first to do so. Furthermore, it is believed this is the first study examining the social buying innovation in the South African context. / Graduate School of Business Leadership / MBA

Social buying is a recent marketing innovation in which provides Pareto-improving welfare gains to merchants, consumers, and brokers. Consumers benefit from access to significant discounts on advertised products and services, the broker benefits from taking a significant cut in each transaction with very low fixed costs, and merchants are able to reduce their advertising costs, gain access to new markets and drive traffic to their stores. The phenomenal growth of social buying carries commensurate risks for brokers, including increased competition due to a lack of service differentiation and low entry barriers. The complete social buying transaction is completed over two stages: the initial online e-commerce transaction and the subsequent fulfilment transaction where the voucher is redeemed with the merchant. In order to explore the sustainability of the social buying business model, it is necessary to identify the factors which drive loyalty behaviours in social buying, as well as the interrelationships between the factors. This research proposes from the marketing literature Oliver’s (1980) expectancy-disconfirmation theory (EDT) as the main theoretical framework on which to model these relationships. EDT is then successfully synthesised with DeLone and McLean’s (2003) information systems success model to create a framework which can appropriately model both the online and traditional stages of the social buying transaction. This study contributes to the marketing literature by establishing EDT as a suitable framework for investigating social buying. It is believed that this study is the first to do so. Furthermore, it is believed this is the first study examining the social buying innovation in the South African context. / Graduate School of Business Leadership / MBA

Abstract The main focus of this study is the identification of factors influencing the use and effectiveness of information system development methodologies (Le., systems development methodologies) in health information systems. In essence, it can be viewed as exploratory research, utilizing a conceptual research model to investigate the relationships among the hypothesised factors. More specifically, classified as behavioural science, it combines two theoretical models, namely the Unified Theory of Acceptance and Use of Technology and the Expectancy Disconfirmation Theory. The main aim of behavioural science in information systems is to assist practitioners (Le., social actors) in improving business processes and competitiveness, thus the effective use of information systems. A wider view of behavioural science incorporates other social actors (e.g., end users) and organisational actors (e.g., executives). In health information systems, the effective use of information systems is especially relevant Health information systems are vital in the area of health care, since only by having access to pertinent health information, can the correct decisions relating to diagnostics and curative procedures be made. The use of systems development methodologies in health information systems development is therefore crucial, since they can make the development process more effective, while improving software quality. By empirically evaluating the conceptual research model, utilizing a survey as the main research method and structural equation modelling as the main statistical technique, meaningful results were obtained. Focussing on the factors influencing the individual's behavioural intent, it was found that the compatibility of systems development methodologies to the developer's pre-existing software development style is vital. Furthermore, performance expectancy, self-efficacy, organisational culture, policies, customer influence, voluntariness and facilitating conditions, all directly influenced the use of systems development methodologies, with policies and customer influence playing a significant role, especially in relation to health information systems. No significant direct effects or indirect effects could be established for the factors effort expectancy, personal innovativeness and social influence. It appears that individuals working in the health care software development discipline are more autonomous, less influenced by others. Also, the lack of support for the factor effort expectancy may indicate that systems development methodologies have entered a mature state, with less concern on the effort required for use. Furthermore, with regard to effectiveness and the continued use of information systems methodologies, satisfaction had a significant direct effect, with confirmation having a significant indirect effect. Keywords: behavioural science; conceptual research model; direct effect; exploratory research; Expectancy Disconfirmation Theory; indirect effect; Unified Theory of Acceptance and Use of Technology; structural equation modelling; survey; systems development methodologies. / Thesis (Ph.D. (Computer Science))--North-West University, Potchefstroom Campus, 2010.

Abstract The main focus of this study is the identification of factors influencing the use and effectiveness of information system development methodologies (Le., systems development methodologies) in health information systems. In essence, it can be viewed as exploratory research, utilizing a conceptual research model to investigate the relationships among the hypothesised factors. More specifically, classified as behavioural science, it combines two theoretical models, namely the Unified Theory of Acceptance and Use of Technology and the Expectancy Disconfirmation Theory. The main aim of behavioural science in information systems is to assist practitioners (Le., social actors) in improving business processes and competitiveness, thus the effective use of information systems. A wider view of behavioural science incorporates other social actors (e.g., end users) and organisational actors (e.g., executives). In health information systems, the effective use of information systems is especially relevant Health information systems are vital in the area of health care, since only by having access to pertinent health information, can the correct decisions relating to diagnostics and curative procedures be made. The use of systems development methodologies in health information systems development is therefore crucial, since they can make the development process more effective, while improving software quality. By empirically evaluating the conceptual research model, utilizing a survey as the main research method and structural equation modelling as the main statistical technique, meaningful results were obtained. Focussing on the factors influencing the individual's behavioural intent, it was found that the compatibility of systems development methodologies to the developer's pre-existing software development style is vital. Furthermore, performance expectancy, self-efficacy, organisational culture, policies, customer influence, voluntariness and facilitating conditions, all directly influenced the use of systems development methodologies, with policies and customer influence playing a significant role, especially in relation to health information systems. No significant direct effects or indirect effects could be established for the factors effort expectancy, personal innovativeness and social influence. It appears that individuals working in the health care software development discipline are more autonomous, less influenced by others. Also, the lack of support for the factor effort expectancy may indicate that systems development methodologies have entered a mature state, with less concern on the effort required for use. Furthermore, with regard to effectiveness and the continued use of information systems methodologies, satisfaction had a significant direct effect, with confirmation having a significant indirect effect. Keywords: behavioural science; conceptual research model; direct effect; exploratory research; Expectancy Disconfirmation Theory; indirect effect; Unified Theory of Acceptance and Use of Technology; structural equation modelling; survey; systems development methodologies. / Thesis (Ph.D. (Computer Science))--North-West University, Potchefstroom Campus, 2010.

Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction / Information Science / D. Litt. et Phil. (Information Science)

Examensarbetet genomfördes av Philip Wockatz utan stöd och handledning. Detta ledde fram till att Kip Smith tog över som handledare strax innan presentationen.

Customer satisfaction, from the service quality perspective, has emerged as a new modus operandi for assessing customers’ perceptions and/or expectations of services in order to re-orient and regulate existing services. University library administrators in Sri Lanka, realising the necessity of complying with customer perception of high quality service, have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This study therefore aims to meet this need by developing a model to assess the extent to which service quality indicators and other explanatory attributes may be used to predict customer satisfaction, from a service quality perspective. The research process used in the study was the “onion model,” which involved a combination of positivist and phenomenological inquiries that led to the use of qualitative and quantitative approaches in line with the purpose of the study, which was exploratory in nature and searched for causality. The design of the study involved two main stages: the exploratory stage and the main stage. In the exploratory stage, attributes and domain identification of service quality was carried out with a sample of 262 subjects. Based upon the exploratory study, four provisional models were constructed and tested in the main study, using a sample of 1840 subjects. The model based on the performance-only paradigm and the linearity assumption between the constructs was found to be the best parsimony model that provided for enhanced predictive performance, calibration and potential insight into attributes and domain relevance. Regarding overall satisfaction, responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology and service delivery as quality domains, involvement with the service, and knowledge of the customers as situational attributes and age, member category, university and gender as socio-demographic attributes were found to be significant. The final model may be used to design a simple measurement or monitoring process of library performance, and it may also be a useful tool for diagnosing service quality locally. This research further provides a keystone for other studies and may also stimulate the momentum of current research on service quality and/or customer satisfaction / Information Science / D. Litt. et Phil. (Information Science)