A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
Measuring e-Commerce effectiveness: a conceptual model
SAICSIT '03 Proceedings of the 2003 annual research conference of the South African institute of computer scientists and information technologists on Enablement through technology
Assessment of employees' perceptions of service quality and satisfaction with e-business
Proceedings of the 2006 ACM SIGMIS CPR conference on computer personnel research: Forty four years of computer personnel research: achievements, challenges & the future
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model
International Journal of Human-Computer Studies
Assessment of employees' perceptions of service quality and satisfaction with e-business
International Journal of Human-Computer Studies - Human-computer interaction research in the managemant information systems discipline
A comparison of Magal's service quality instrument with SERVPERF
Information and Management
Journal of Management Information Systems
Measuring the Performance of Information Systems: A Functional Scorecard
Journal of Management Information Systems
Determinants of success for application service provider: An empirical test in small businesses
International Journal of Human-Computer Studies
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
An empirical investigation of the key determinants of data warehouse adoption
Decision Support Systems
Expert Systems with Applications: An International Journal
Online Chat Dependency: The Influence of Social Anxiety
IEICE - Transactions on Information and Systems
Measuring e-business dependability: The employee perspective
Journal of Systems and Software
A multidimensional and hierarchical model of mobile service quality
Electronic Commerce Research and Applications
Individual Swift Trust and Knowledge-Based Trust in Face-to-Face and Virtual Team Members
Journal of Management Information Systems
The moderating effect of occupation on the perception of information services quality and success
Computers and Industrial Engineering
Activate interaction relationships between students acceptance behavior and e-learning
APWeb/WAIM'07 Proceedings of the joint 9th Asia-Pacific web and 8th international conference on web-age information management conference on Advances in data and web management
A model of organizational employees' e-learning systems acceptance
Knowledge-Based Systems
Adoption of Open Source Software: The role of social identification
Decision Support Systems
Reliability, mindfulness, and information systems
MIS Quarterly
A multi-layered assessment model for evaluating the level of ubiquitous computing services
UIC'06 Proceedings of the Third international conference on Ubiquitous Intelligence and Computing
What Drives Social Commerce: The Role of Social Support and Relationship Quality
International Journal of Electronic Commerce
Journal of Management Information Systems
Understanding sustained participation in transactional virtual communities
Decision Support Systems
Technostress: technological antecedents and implications
MIS Quarterly
Integrated model of hot spring service quality perceptions under uncertainty
Applied Soft Computing
Hospital information systems: Measuring end user computing satisfaction (EUCS)
Journal of Biomedical Informatics
Case study: Service quality from the other side: Information systems management at Duquesne Light
International Journal of Information Management: The Journal for Information Professionals
How to use qualitative research to design a managerially useful e-service questionnaire
Journal of Theoretical and Applied Electronic Commerce Research
A study on the effects of service convenience and service quality on maintenance revisit intentions
Computer Standards & Interfaces
User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective
Information Systems Research
International Journal of Information Technology Project Management
Online chronemics convey social information
Computers in Human Behavior
Journal of Management Information Systems
Using enterprise architecture analysis and interview data to estimate service response time
The Journal of Strategic Information Systems
A decision support tool to define scope in IT service management process assessment and improvement
DESRIST'13 Proceedings of the 8th international conference on Design Science at the Intersection of Physical and Virtual Design
Hi-index | 0.00 |
There has been much debate as of late over the use of the SERVQUAL instrument to measure Information Systems service quality. Detractors argue that the difference score leads to unreliable measures and that the dimensionality and validity is erratic. Proponents argue for the diagnostic power of the gap between expectations and perceived delivery while demonstrating some empirical stability and reliability. To extend the discussion requires the examination of the instrument from the viewpoint of the information system professional. Importantly, a large variety of samples must view the instrument and measures in the same light for the instrument to have applicability. Likewise, analysis of differences between users and providers requires that both populations have similar structural views of the instrument. Empirical evidence collected from information system professionals demonstrated a structure similar to previously published studies with adequate reliability, convergent validity, and discriminant validity. The structure is the same as is found for a gap between users and IS professionals.