The balanced scorecard: a foundation for the strategic management of information systems
Decision Support Systems
The myths and realities of information technology insourcing
Communications of the ACM
ICIS '00 Proceedings of the twenty first international conference on Information systems
Sources of dissatisfaction in end-user support: an empirical study
ACM SIGMIS Database
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics
Information Systems Research
Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool
Information Systems Frontiers
Information systems outsourcing: a survey and analysis of the literature
ACM SIGMIS Database
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
International Journal of Information Technology and Management
An exploratory study into factors of service quality for application service providers
Information and Management
The evaluation of service quality using generalized Choquet integral
Information Sciences: an International Journal
Proceedings of the South African Institute for Computer Scientists and Information Technologists Conference
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Service quality of Information Systems (IS) is an important component of IS performance. While previous IS service quality research was based primarily on the version of SERVQUAL that uses a single expectation measure, there have been very few studies on IS service quality based on the enhanced SERVQUAL+ that uses dual expectation measures. The present research evaluates SERVQUAL+ and IS-adapted SERVQUAL+ for their psychometric properties on four scales, namely perceived service (PS), service adequacy (SA), service superiority (SS) and zone of tolerance (ZT), in order to assess their suitability for IS service quality evaluation. Based on nationwide survey data of 337 respondents, the two instruments were analyzed for construct reliability, convergent and divergent criteria, LISREL-based CFA analyses of goodness-of-fit, indicator loadings, construct composite reliability, average variance extracted, and unidimensionality. Our results show that SA and ZT have better psychometric properties compared to SS, the traditional gap measure of service quality. The tangibles dimension contributes adequately towards IS service quality measurement and may not be discarded. While both the instruments demonstrate good psychometric properties on most criteria, IS-adapted SERVQUAL+ is marginally superior to SERVQUAL+. However, neither instrument satisfies the discrimination criteria and unidimensionality property in any of the four scales.