The information system as a competitive weapon
Communications of the ACM - Special section on management of information systems
Communications of the ACM
Applied multivariate statistical analysis
Applied multivariate statistical analysis
What is being done to measure user satisfaction with EDF/MIS
Information and Management
Information Systems
A model of customer satisfaction with information technology service providers: an empirical study
SIGCPR '99 Proceedings of the 1999 ACM SIGCPR conference on Computer personnel research
An integrative framework for IS quality management
Communications of the ACM
The IS effectiveness matrix: the importance of stakeholder and system in measuring IS success
ICIS '98 Proceedings of the international conference on Information systems
ICIS '97 Proceedings of the eighteenth international conference on Information systems
Measuring IT core capabilities for electronic commerce: results from a confirmatory factor analysis
ICIS '00 Proceedings of the twenty first international conference on Information systems
ICIS '00 Proceedings of the twenty first international conference on Information systems
Exploring the inputs of IS service
SIGCPR '01 Proceedings of the 2001 ACM SIGCPR conference on Computer personnel research
Dimensions of information systems success
Communications of the AIS
A new view of IS personnel performance evaluation
Communications of the ACM
Information quality benchmarks: product and service performance
Communications of the ACM - Supporting community and building social capital
Sources of dissatisfaction in end-user support: an empirical study
ACM SIGMIS Database
IS consultants and the change agent role
ACM SIGCPR Computer Personnel
Perception differences of software success: provider and user views of system metrics
Journal of Systems and Software
A validation test of an adaptation of the DeLone and McLean's model in the Spanish EIS field
Critical reflections on information systems
Quality and effectiveness in web-based customer support systems
Information and Management
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
Technologies & methodologies for evaluating information technology in business
Electronic window dressing: impression management with websites
European Journal of Information Systems - Managing e-business transformation
An empirical study on predicting user acceptance of e-shopping on the Web
Information and Management
The impact of IS sourcing type on service quality and maintenance efforts
Information and Management
From DQ to EQ: understanding data quality in the context of e-business systems
Communications of the ACM - The digital society
ICEC '05 Proceedings of the 7th international conference on Electronic commerce
dg.o '04 Proceedings of the 2004 annual national conference on Digital government research
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
Exploring the effects of dependability on enterprise applications success in 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
An exploratory study into factors of service quality for application service providers
Information and Management
A marketing maturity model for IT: building a customer-centric IT organization
IBM Systems Journal
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model
International Journal of Human-Computer Studies
Perceived system performance: a test of an extended technology acceptance model
ACM SIGMIS Database
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
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
A comparison of Magal's service quality instrument with SERVPERF
Information and Management
Data triangulation and web quality metrics: a case study in e-government
Information and Management
The impact of Web quality and playfulness on user acceptance of online retailing
Information and Management
Expert Systems with Applications: An International Journal
Journal of Management Information Systems
Measuring the Performance of Information Systems: A Functional Scorecard
Journal of Management Information Systems
Journal of Management Information Systems
Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model
International Journal of Electronic Commerce
Determinants of success for application service provider: An empirical test in small businesses
International Journal of Human-Computer Studies
Post-adoption behavior of users of Internet Service Providers
Information and Management
Satisfaction with Internet-Based Services: The Role of Expectations and Desires
International Journal of Electronic Commerce
An Evaluation of Cyber-Bookshops: The WebQual Method
International Journal of Electronic Commerce
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Proceedings of the 2007 workshop on Automating service quality: Held at the International Conference on Automated Software Engineering (ASE)
Evaluating the quality of delivered systems: a framework and instrument
International Journal of Business Information Systems
Changes in MIS research: status and themes from 1989 to 2000
International Journal of Information Systems and Change Management
Thar's gold in them thar constructs
ACM SIGMIS Database
A Capability Assessment Framework for the Adoption of B2B Integration Systems
WSKS '08 Proceedings of the 1st world summit on The Knowledge Society: Emerging Technologies and Information Systems for the Knowledge Society
Assessing anti-phishing preparedness: A study of online banks in Hong Kong
Decision Support Systems
Behaviour & Information Technology
An empirical analysis of online game service satisfaction and loyalty
Expert Systems with Applications: An International Journal
Selling or Advertising: Strategies for Providing Digital Media Online
Journal of Management Information Systems
Journal of Management Information Systems
International Journal of Information Technology and Management
Measuring e-business dependability: The employee perspective
Journal of Systems and Software
Trust and Electronic Government Success: An Empirical Study
Journal of Management Information Systems
Assessing the Quality of a Web-based Learning System for Nurses
Journal of Medical Systems
Key Factors Affecting Continuous Usage Intention in Web Analytics Service
KES-AMSTA '09 Proceedings of the Third KES International Symposium on Agent and Multi-Agent Systems: Technologies and Applications
Proceedings of the 11th International Conference on Electronic Commerce
Usability, quality, value and e-learning continuance decisions
Computers & Education
The priority factor model for customer relationship management system success
Expert Systems with Applications: An International Journal
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
Customer perception of delivery quality: a necessary area for attention for project managers
SE '08 Proceedings of the IASTED International Conference on Software Engineering
An application of fuzzy AHP for evaluating course website quality
Computers & Education
HCI'07 Proceedings of the 12th international conference on Human-computer interaction: interaction design and usability
Computers in Human Behavior
Information and Management
A study of the adoption behaviour for In-Car GPS navigation systems
International Journal of Mobile Communications
An empirical investigation of employee portal success
The Journal of Strategic Information Systems
Organizational impact of system quality, information quality, and service quality
The Journal of Strategic Information Systems
Research on factors influencing intention to use DMB using extended IS success model
Information Technology and Management
Success of government e-service delivery: does satisfaction matter?
EGOV'10 Proceedings of the 9th IFIP WG 8.5 international conference on Electronic government
The Journal of Strategic Information Systems
Measuring data warehousing success: an empirical investigation applying the DeLone and McLean model
International Journal of Data Analysis Techniques and Strategies
Proceedings of the 49th SIGMIS annual conference on Computer personnel research
A validation of the user-perceived web quality instrument for e-government context
ICS'06 Proceedings of the 10th WSEAS international conference on Systems
Reliability, mindfulness, and information systems
MIS Quarterly
An assessment of information systems service quality using SERVQUAL+
ACM SIGMIS Database
Journal of Systems and Software
Information Asymmetry in Information Systems Consulting: Toward a Theory of Relationship Constraints
Journal of Management Information Systems
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
Journal of Management Information Systems
The mediating effect of website quality on Internet searching behavior
Computers in Human Behavior
Evaluate an applied focus group approach using Klein & Myers principles
Information Systems Journal
Hospital information systems: Measuring end user computing satisfaction (EUCS)
Journal of Biomedical Informatics
An empirical investigation of factors affecting ubiquitous computing use and U-business value
International Journal of Information Management: The Journal for Information Professionals
Case study: Service quality from the other side: Information systems management at Duquesne Light
International Journal of Information Management: The Journal for Information Professionals
A study of service quality in rural ICT renters of Iran by SERVQUAL
Telecommunications Policy
Identifying critical factors for corporate implementing virtualization technology
Computers in Human Behavior
Critical review of the e-loyalty literature: a purchase-centred framework
Electronic Commerce Research
Measuring the perceived effectiveness of decision support systems and their impact on performance
Decision Support Systems
User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective
Information Systems Research
International Journal of Distance Education Technologies
Information Resources Management Journal
Our Mousetrap's Fine: So Why Aren't People Beating A Path To Our Door?
Information Resources Management Journal
EIS Information: Use and Quality Determinants
Information Resources Management Journal
Information Resources Management Journal
Exploratory Study on Effective Control Structure in Global Business Process Sourcing
Information Resources Management Journal
Information Systems Service Quality, Zone of Tolerance, and User Satisfaction
Journal of Organizational and End User Computing
Toward a Unified Model of Information Systems Development Success
Journal of Database Management
Journal of Global Information Management
Information Asymmetry in Information Systems Consulting: Toward a Theory of Relationship Constraints
Journal of Management Information Systems
Journal of Management Information Systems
ERP measure success model; a new perspective
Proceedings of the 2013 International Conference on Information Systems and Design of Communication
Examining success factors of open source software repositories: the case of OSOR.eu portal
International Journal of Business Information Systems
International Journal of Business Information Systems
Pre-launch evaluation checklist for online health-promoting communities
Journal of Biomedical Informatics
Hi-index | 0.04 |
The IS function now includes a significant service component. However, commonly used measures of IS effectiveness focus on the products, rather than the services, of the IS function. Thus, there is the danger that IS researchers will mismeasure IS effectiveness if they do not include in their assessment package a measure of IS service quality. SERVQUAL, an instrument developed by marketing researchers, is offered as a possible measure of IS service quality. SERVQUAL measures service dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The suitability of SERVQUAL was assessed in three different types of organizations in three countries. After examination of content validity, reliability, convergent validity, nomological validity, and discriminant validity, the study concludes that SERVQUAL is an appropriate instrument for researchers seeking a measure of IS service quality.