Key Drivers of Alumni’s Satisfaction and Continuance Intention with a Private University's Service Platform in Chengdu, China
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Abstract
Purpose: This study aims to quantitatively assess alum satisfaction and their willingness to continue using the alum information system at a university in Chengdu. Key factors examined include perceived ease of use, usefulness, perceived usefulness, information quality, system quality, service quality, satisfaction, and continuance intention. Research design, data, and methodology: A quantitative survey gathered 494 valid responses from alums using a quota sampling technique. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed to analyze the data and explore the causal relationships among the identified factors. Results: Statistical analysis supported all hypotheses. Information quality emerged as the most influential factor affecting intention to continue using the system. Additionally, perceived ease of use, usefulness, system quality, and service quality positively influenced both satisfaction levels and intention to continue. Conclusion: This study successfully achieved its objectives, suggesting that managers of alum information systems should prioritize enhancing service quality, perceived ease of use, usefulness, system quality, and information quality. By doing so, they can optimize system design, thereby boosting alum satisfaction and fostering continued usage intentions.
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