The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Evolving standards for IT service management
IBM Systems Journal
Understanding the consequences of information systems service quality on IS service reuse
Information and Management
The evaluation of service quality using generalized Choquet integral
Information Sciences: an International Journal
Organizational impact of system quality, information quality, and service quality
The Journal of Strategic Information Systems
Information Resources Management Journal
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Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance ZOT and ii to validate the associations between service expectations adequate service and desired service and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.