Service Quality: A Measure of Information Systems Effectiveness.

Author List: Pitt, LËyland F.; Watson, Richard T.; Kavan, C. Bruce;
MIS Quarterly, 1995, Volume 19, Issue 2, Page 173-187.
The IS function now includes a significant service component. However, commonly used measures of IS effectiveness focus on the products, rather than the services, of the IS function. Thus, there is the danger that IS researchers will mismeasure IS effectiveness if they do not include in their assessment package a measure of IS service quality. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of IS service quality. SERVQUAL measures service dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The suitability of SERVQUAL was assessed in three different types of organizations in three countries. After examination of content validity, reliability, convergent validity, nomological validity, and discriminant validity, the study concludes that SERVQUAL is an appropriate instrument for researchers seeking a measure of IS service quality.
Keywords: IS management; measurement; service quality
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List of Topics

#124 0.387 validity reliability measure constructs construct study research measures used scale development nomological scales instrument measurement researchers developed validation discriminant results
#115 0.221 quality different servqual service high-quality difference used quantity importance use measure framework impact assurance better include means van dimensions assessing
#211 0.139 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#240 0.065 systems information management development presented function article discussed model personnel general organization described presents finally computer-based role examined functional components