Abstract
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
Measure (data warehouse)Service qualityInformation systemService (business)Quality (philosophy)Computer scienceInformation qualityBusinessKnowledge managementOperations managementProcess managementEngineeringMarketingData mining
Related Publications
Toward a Theory of Organizational Culture and Effectiveness
This paper develops a model of organizational culture and effectiveness based on four traits of organizational cultures; involvement, consistency, adaptability, and mission. The...
Measuring the Psychological Outcomes of Falling: A Systematic Review
The objectives were to identify fall‐related psychological outcome measures and to undertake a systematic quality assessment of their key measurement properties. A Cochrane revi...
Organizing Successful Co-Marketing Alliances
Co-marketing alliances between firms afford fresh opportunity for strategic advantage. Data from 98 alliances show that gains in effectiveness can be obtained by reducing power ...
A Taxonomy of Consumer Satisfaction/Dissatisfaction Measures
Government and business have become more concerned with measuring market performance in terms of consumer satisfactions and dissatisfactions (CS/D). This article is concerned wi...
Quality of Life Instruments for Caregivers of Patients With Cancer
The quality of life of caregivers of patients with cancer is an important construct given the substantial impact of caring on the physical, psychological, social, and financial ...
Publication Info
- Year
- 1995
- Type
- article
- Volume
- 19
- Issue
- 2
- Pages
- 173-187
- Citations
- 1746
- Access
- Closed
External Links
Social Impact
Altmetric
PlumX Metrics
Social media, news, blog, policy document mentions
Citation Metrics
1746
OpenAlex
Cite This
Leyland Pitt,
Richard T. Watson,
C. Bruce Kavan
(1995).
Service Quality: A Measure of Information Systems Effectiveness.
MIS Quarterly
, 19
(2)
, 173-187.
https://doi.org/10.2307/249687
Identifiers
- DOI
- 10.2307/249687