Closing the user and provider service quality gap

  • Authors:

  • James J. Jiang;Gary Klein;Debbie Tesch;Hong-Gee Chen

  • Affiliations:

  • University of Central Florida in Orlando, FL;University of Colorado in Colorado Springs;Xavier University in Cincinnati, OH;National Tsing Hwa University in Taiwan, R.O.C

  • Venue:
  • Communications of the ACM
  • Year:
  • 2003

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Abstract

A method for measuring service quality that includes both the user and IS service provider perspectives.