Service Quality
A Measure of Information Systems Effectiveness
Datos Bibliográficos
| ID | 23328952 |
|---|---|
| Autores | Leyland F Pitt (Henley Management College, Greenlands, Henley on Thames, RG9 3AU, Oxfordshire, United Kingdom), Leyland Pitt (0000-0002-3099-9164, Henley College), Richard T Watson (0000-0003-0664-8337, University of Georgia), C Bruce Kavan (University of North Florida) |
| Año | 1995 |
| Volumen | 19 |
| Número | 2 |
| Páginas | 173-187 |
| Fecha de publicación | 1995-06-01 |
| Peer Reviewed | Sí |
| Open Access | No |
| Tipo | ARTICLE |
| Revista | MIS Quarterly (JOURNAL) |
| Identificadores de la revista | ISSN: 0276-7783 • E-ISSN: 2162-9730 |
| Editorial | MIS Quarterly (PUBLISHER) |
| DOI | 10.2307/249687 |
| OpenAlex | W2096099424 |
| Idioma | EN |
| Citas recibidas | 65 |
| Referencias citadas | 19 |
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.
Business · Data mining · Information quality · Information system · Knowledge management · Measure (data warehouse) · Operations management · Process management · Quality (philosophy) · Service (business) · Service quality · Big Data and Business Intelligence · Computer Science · Customer Service Quality and Loyalty · Engineering · Marketing · Technology Adoption and User Behaviour
Industrial policy environments and the flourishing of African multinational enterprises
Seyahat Acentası Enformasyon Sistem Başarısının Kullanıcı Perspektifinden İncelenmesi
Predicting Online Learning Success Based on Learners’ Perceptions
College students' intention to continue using a personal response system
Measuring e-Commerce Success
Effects of Perceived Interactivity, Perceived Web Assurance and Disposition to Trust on Initial Online Trust
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
Would an AI chatbot persuade you
Understanding active participation of online dating services
The Perception of Patients on the Service Quality Offered by Healthcare Professionals at Two Major Public Hospitals in South East Regional Health Authority (Serha), Jamaica
Validation Guidelines for Is Positivist Research
Information Systems Foundations
Trust and Electronic Government Success
E-learning success determinants
The Measurement of Web-Customer Satisfaction
Examining the role of trust and quality dimensions in the actual usage of mobile banking services
A Resource-Based Perspective on Information Technology Capability and Firm Performance
Understanding e-learning continuance intention
An Introduction to a Permutation Based Procedure for Multi-Group PLS Analysis
Organizational impact of system quality, information quality, and service quality
Understanding Information Systems Continuance
Factors Influencing Consumers’ Acceptance of Smartphone Diet Applications
The Determinants for Food Safety Push Notifications on Continuance Intention in an E-Appointment System for Public Health Medical Services
Determinants of continuance intention for over-the-top services
Establishing a Cloud Computing Success Model for Hospitals in Taiwan
Analyzing data sharing willingness in intelligent connected vehicles
Enterprise resource planning success in Jordan from the perspective of IT-Business strategic alignment
Influencing factors of maternal online health information-seeking behavior
The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services
Extroversion-Introversion Design of Social Robots
Evaluating E-learning systems success
Multidisciplinary criteria for the quality of e-learning services design
Exploring the factors influencing online civic engagement in a smart city
Success factors of evidence-based training for pilots
Information system quality and organizational performance
Understanding cyberloafing in video-conferencing-enabled online learning
The linkage between quality of information systems and the impact of trust-based privacy on behavioral outcomes in unmanned convenience store
A novel application of flow theory to mobile augmented reality
Toward the understanding of the appropriation of ICT-based Smart-work and its impact on performance in organizations
Exploring the Formation of Mobile Travel Website Quality and Predicting its Influence on Travelers’ Behavioral Intentions
Reducing perceived online shopping risk to enhance loyalty
Impacts of platform design on consumer commitment and online review intention
Service quality in cloud gaming
Effects of quality antecedents on e‐learning acceptance
Effect of digital transformation on organisational performance of SMEs
A survey of web site success metrics used by Internet‐dependent organizations in Korea
Disconfirming user expectations of the online service experience
Understanding continuance intention in traffic-related social media
The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction
The e-Government evaluation challenge
The asymmetric effect of fairness and quality dimensions on satisfaction and dissatisfaction
Understanding how O2O service synergies drive customer continuance intention
Examining the Factors Affecting Perceived Enjoyment and Usage Intention of Ubiquitous Tour Information Services
Service Design and Citizen Satisfaction with E‐Government Services
Assessing Omnichannel Service Quality in the Public Sector
Applying UTAUT2 in Qualitative Research
If we implement it, will they come? User resistance in post-acceptance usage behaviour within a business intelligence systems context
E-Devletin Benimsenmesi
Learner attitudes, satisfaction and success in online learning environments
An empirical examination of the acceptance behaviour of hotel front office systems
Technology readiness assessment
Computer Systems that Work
Challenges and Strategies for Conducting International Public Management Research
How Does Rating Specific Features of an Experience Alter Consumers' Overall Evaluations of That Experience
The Impact of Restaurant Recommendation Information and Recommendation Agent in the Tourism Website on the Satisfaction, Continuous Usage, and Destination Visit Intention
Organizational effectiveness
The Nature and Determinants of Customer Expectations of Service
A Dynamic Process Model of Service Quality
A Paradigm for Developing Better Measures of Marketing Constructs
A Spatial Model of Effectiveness Criteria
A Conceptual Model of Service Quality and Its Implications for Future Research
Information Systems Success
A Paradigm for Developing Better Measures of Marketing Constructs
Coefficient alpha and the internal structure of tests
The practice of social research
| Obras citantes distintas | 65 |
|---|---|
| Citas por año | 2,41 |
| Intervalo de citas | 1999 - 2026 (28) |
| Velocidad de citación | current |
| Altamente citado | No |
| Tipos de cita | Neutras: 56 |