Case study: Service quality from the other side: Information systems management at Duquesne Light

Authors:
Pratyush Bharati;Daniel Berg
Affiliations:
Management Science and Information Systems, College of Management, University of Massachusetts, 100 Morrissey Boulevard, Boston, MA 02125-3393, USA;Decision Sciences and Engineering Systems, Rensselaer Polytechnic Institute, 110 8th Street, Troy, NY 12180-3590, USA
Venue:
International Journal of Information Management: The Journal for Information Professionals
Year:
2005

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Abstract

Service organizations are continuously endeavoring to improve their quality of service as it is of paramount importance to them. Despite the importance of understanding the relationship of service quality and information systems, this research has not been pursued extensively. This study has addressed this gap in the research literature and studied how information systems impacts service quality. A research model is developed based on IS success model. System quality, information quality, user IT characteristics, employee IT performance and technical support are identified as important elements that influence service quality. An in-depth case study from the electric utility industry is used to investigate the impact.