The measurement of user information satisfaction
Communications of the ACM
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
Dimensions of information systems success
Communications of the AIS
Sources of dissatisfaction in end-user support: an empirical study
ACM SIGMIS Database
Perception differences of software success: provider and user views of system metrics
Journal of Systems and Software
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
The impact of IS sourcing type on service quality and maintenance efforts
Information and Management
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
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model
International Journal of Human-Computer Studies
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
Perceived Information Quality in Data Exchanges: Effects on Risk, Trust, and Intention to Use
Information Systems Research
Determinants of success for application service provider: An empirical test in small businesses
International Journal of Human-Computer Studies
WebQual: An Instrument for Consumer Evaluation of Web Sites
International Journal of Electronic Commerce
An Evaluation of Cyber-Bookshops: The WebQual Method
International Journal of Electronic Commerce
Computers in Human Behavior
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
Two-level trust-based decision model for information assurance in a virtual organization
Decision Support Systems
Behaviour & Information Technology
Journal of Management Information Systems
Evaluating the service quality of software providers appraised in CMM/CMMI
Software Quality Control
Usability, quality, value and e-learning continuance decisions
Computers & Education
The moderating effect of occupation on the perception of information services quality and success
Computers and Industrial Engineering
An exploratory study into factors of service quality for application service providers
Information and Management
Computers in Human Behavior
Organizational impact of system quality, information quality, and service quality
The Journal of Strategic Information Systems
Strategic analysis of healthcare service quality using fuzzy AHP methodology
Expert Systems with Applications: An International Journal
Antecedents of application service continuance: A synthesis of satisfaction and trust
Expert Systems with Applications: An International Journal
An assessment of information systems service quality using SERVQUAL+
ACM SIGMIS Database
Proceedings of the South African Institute of Computer Scientists and Information Technologists Conference on Knowledge, Innovation and Leadership in a Diverse, Multidisciplinary Environment
The effect of pre- and post-service performance on consumer evaluation of online retailers
Decision Support Systems
Journal of Management Information Systems
An assessment of customers' e-service quality perception, satisfaction and intention
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
Information Systems Service Quality, Zone of Tolerance, and User Satisfaction
Journal of Organizational and End User Computing
Journal of Management Information Systems
International Journal of Business Information Systems
Benchmarking of service quality with data envelopment analysis
Expert Systems with Applications: An International Journal
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In this research note, we join the debate between Van Dyke, Kappelman, and Prybutok, and Pitt, Watson, and Kavan pertaining to the conceptual and empirical relevance of SERVQUAL as a measure of IS service quality. Adopting arguments from marketing, Van Dyke et al. (1997) question the SERVQUAL gap measurement approach, the interpretation and operationalization of the SERVQUAL expectation construct, and the reliability and validity of SERVQUAL dimensionality. In a response to those arguments, Pitt et al. (1997) defend their previous work (1995) in a point-by- point counterargument that suggests that the marginal empirical benefit of a perceptual-based (SERVPERF) service quality measure does not justify the loss of managerial diagnostic capabilities found in a gap measure. While siding with many of the positions taken by Pitt et al., we attempt to add value to the debate by presenting discrepancies we have with the two other research teams and by suggesting alternative approaches to resolve, or at least alleviate, problems associated with SERVQUAL. We believe that the theoretical superiority of an alternative IS service quality measure should be backed by empirical evidence in the IS context, hence, answering some of the criticism Van Dyke et al. and by offering a construct valid version of the IS-adapted SERVQUAL. From a pragmatic viewpoint, we believe that the justification of using SERVQUAL's gap measure should be driven by more effective ways to utilize expectations in IS service management. To this end, we introduce the newer Parasuraman et al. (1994b) measures, the concept of a "zone of tolerance" for expectation management and an illustration of its practical use in an IS setting. Overall, we attempt to set the direction of where we think this debate should lead the IS field, namely, toward practical and timely IS service quality measures.