A note on SERVQUAL reliability and validity in information system service quality measurement

A note on SERVQUAL reliability and validity in information system service quality measurement

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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: , ,
Keywords: management, measurement, computers: information
Abstract:

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.

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