Measuring information systems service quality: lessons from two longitudinal case studies

The development of measures to assess the performance of the information systems function: a multiple-constituency approach

ICIS '00 Proceedings of the twenty first international conference on Information systems

Dimensions of information systems success

Communications of the AIS

Measuring organizational IS effectiveness: an overview and update of senior management perspectives

ACM SIGMIS Database

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

IT acceptance: managing user—IT group boundaries

ACM SIGMIS Database

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

Evaluating stakeholders' views of delivered IS effectiveness: perceptions versus perceptions and expectations

Technologies & methodologies for evaluating information technology in business

An empirical study on predicting user acceptance of e-shopping on the Web

Information and Management

What is really important in supporting end-users?

Proceedings of the 2004 SIGMIS conference on Computer personnel research: Careers, culture, and ethics in a networked environment

Assessing dimensions of perceived visual aesthetics of web sites

International Journal of Human-Computer Studies - Incorporating knowledge acquisition

Consumer satisfaction with internet shopping: a research framework and propositions for future research

ICEC '05 Proceedings of the 7th international conference on Electronic commerce

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

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

A comparison of Magal's service quality instrument with SERVPERF

Information and Management

Investigating the effect of website quality on e-business success: an analytic hierarchy process (AHP) approach

Decision Support Systems

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

Research in Information Systems: An Empirical Study of Diversity in the Discipline and Its Journals

Journal of Management Information Systems

Providing a holistic perspective to evaluating e-service quality in web-based systems: a multi-stakeholder approach

Proceedings of the 2007 annual research conference of the South African institute of computer scientists and information technologists on IT research in developing countries

Evaluating the quality of delivered systems: a framework and instrument

International Journal of Business Information Systems

An empirical analysis of online game service satisfaction and loyalty

Expert Systems with Applications: An International Journal

Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause-effect model in uncertainty

Expert Systems with Applications: An International Journal

Nature versus nurture: an examination of factors that contribute to IT service quality

Proceedings of the special interest group on management information system's 47th annual conference on Computer personnel research

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

Perceived interactivity leading to e-loyalty: Development of a model for cognitive-affective user responses

International Journal of Human-Computer Studies

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

Measuring data warehousing success: an empirical investigation applying the DeLone and McLean model

International Journal of Data Analysis Techniques and Strategies

Measuring information systems service quality: SERVQUAL from the other side

MIS Quarterly

Zones of tolerance: alternative scales for measuring information systems service quality

MIS Quarterly

Resolving difference score issues in information systems research

MIS Quarterly

An assessment of information systems service quality using SERVQUAL+

ACM SIGMIS Database

Successful ICT service delivery: enablers, inhibitors and hygiene factors: a service provider perspective

Proceedings of the South African Institute of Computer Scientists and Information Technologists Conference on Knowledge, Innovation and Leadership in a Diverse, Multidisciplinary Environment

Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance

Journal of Management Information Systems

Integrated model of hot spring service quality perceptions under uncertainty

Applied Soft Computing

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 strategy: Past, present, future?

The Journal of Strategic Information Systems

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

Journal of Organizational and End User Computing

Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance

Journal of Management Information Systems

IT service climate, antecedents and IT service quality outcomes: Some initial evidence

The Journal of Strategic Information Systems

Integrating service quality with system and information quality: an empirical test in the e-service context

MIS Quarterly