Article ID: | iaor20031690 |
Country: | United States |
Volume: | 31 |
Issue: | 3 |
Start Page Number: | 725 |
End Page Number: | 744 |
Publication Date: | Jul 2000 |
Journal: | Decision Sciences |
Authors: | Klein Gary, Jiang James J., Crampton Suzanne M. |
Keywords: | management, measurement, computers: information |
Today's information system function includes a large service component. Recent research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. To further examine the appropriateness of the SERVQUAL measure, a large industry sample serves to verify the anticipated structure of the instrument. In addition, a high correlation with a common measure of user satisfaction indicates that the SERVQUAL metric may indeed represent accurate views of user perception. As such, the SERVQUAL instrument can serve as a useful indicator for information system managers attempting to identify areas of needed service improvement and to researchers seeking a success measure of information system services.