A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
A discrepancy model of end-user computing involvement
Management Science
Measuring user involvement: a diffusion of innovation perspective
ACM SIGMIS Database - Special double issue: diffusion of technological innovation
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
Client satisfaction with outsourced IT services: a transaction-cost approach
ICIS '99 Proceedings of the 20th international conference on Information Systems
ICIS '97 Proceedings of the eighteenth international conference on Information systems
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
Sources of dissatisfaction in end-user support: an empirical study
ACM SIGMIS Database
IT acceptance: managing user—IT group boundaries
ACM SIGMIS Database
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
Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool
Information Systems Frontiers
ICEC '05 Proceedings of the 7th international conference on Electronic commerce
An exploratory study into factors of service quality for application service providers
Information and Management
A comparison of Magal's service quality instrument with SERVPERF
Information and Management
Identifying issues in customer relationship management at Merck-Medco
Decision Support Systems
Data triangulation and web quality metrics: a case study in e-government
Information and Management
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
Post-adoption behavior of users of Internet Service Providers
Information and Management
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
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
Two-level trust-based decision model for information assurance in a virtual organization
Decision Support Systems
Behaviour & Information Technology
A multidimensional and hierarchical model of mobile service quality
Electronic Commerce Research and Applications
Usability, quality, value and e-learning continuance decisions
Computers & Education
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
Organizational impact of system quality, information quality, and service quality
The Journal of Strategic Information Systems
A service quality model for web-services evaluation in cultural heritage management
ICCSA'11 Proceedings of the 2011 international conference on Computational science and its applications - Volume Part II
The use of importance-performance analysis (IPA) in evaluating Japan's e-government services
Journal of Theoretical and Applied Electronic Commerce Research
An assessment of information systems service quality using SERVQUAL+
ACM SIGMIS Database
The effect of pre- and post-service performance on consumer evaluation of online retailers
Decision Support Systems
Case study: Service quality from the other side: Information systems management at Duquesne Light
International Journal of Information Management: The Journal for Information Professionals
User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective
Information Systems Research
International Journal of Electronic Government Research
Information Resources Management Journal
Benchmarking of service quality with data envelopment analysis
Expert Systems with Applications: An International Journal
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A recent MIS Quarterly article rightfully points out that service is an important part of the role of the information systems (IS) department and that most IS assessment measures have a product orientation (Pitt, et al. 1995). The article went on to suggest the use of an IS-context-modified version of the SERVQUAL instrument to assess the quality of the services supplied by an information services provider (Parasuraman, et al. 1985, 1988, 1991). However, a number of problems with the SERVQUAL instrument have been discussed in the literature (e.g., Babakus and Boller 1992; Carman 1990; Cronin and Taylor 1992, 1994; Teas 1993). This article reviews that literature and discusses some of the implications for measuring service quality in the information systems context. Findings indicate that SERVQUAL suffers from a number of conceptual and empirical difficulties. Conceptual difficulties include the operationalization of perceived service quality as a difference or gap score, the ambiguity of the expectations construct, and the unsuitability of using a single measure of service quality across different industries. Empirical problems, which may be linked to the use of difference scores, include reduced reliability, poor convergent validity, and poor predictive validity. This suggests that (1) some alternative to difference scores is preferable and should be utilized; (2) if used, caution should be exercised in the interpretation of IS-SERVQUAL difference scores; and (3) further work is needed in the development of measures for assessing the quality of IS services.