Assessing IT usage: the role of prior experience
MIS Quarterly
The consequences of information technology acceptance on subsequent individual performance
Information and Management
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
An empirical test of the DeLone-McLean model of information system success
ACM SIGMIS Database
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Expert Systems with Applications: An International Journal
Examining success factors of open source software repositories: the case of OSOR.eu portal
International Journal of Business Information Systems
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Service quality represents a continual concern for practitioners and academicians. While traditional applications of SERVQUAL and SERVPERF have provided fruitful results in service quality research, these instruments are not focused on the information service area, although a number of researchers suggest that service quality be included as an information success measure. In this study, we proposed a modified IS success model that includes service quality as one of the success factors and examine occupation as a moderator of that model. We examined digital information service quality delivered in army libraries and our results contribute to the literature in several areas. We evaluate information system service quality from the perspective of occupation (technical professionals versus administrators). We examined the effect of occupation on perceptions as measured by SERVPERF and validate SERVPERF's dimensions in this environment. In addition, we assessed the moderating effect of occupation on IS success factors. Our results validated the proposed model and provided insight into the moderating effect of occupation on service quality and IS success factors. The results of this investigation provide practical implications for IS service quality because they support the need to consider service delivery based on occupation.