TY - JOUR AU1 - Jiang, James J. AU2 - Klein, Gary AU3 - Crampton, Suzanne M. AB - 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. TI - A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement JF - Decision Sciences DO - 10.1111/j.1540-5915.2000.tb00940.x DA - 2000-09-01 UR - https://www.deepdyve.com/lp/wiley/a-note-on-servqual-reliability-and-validity-in-information-system-lrqZ8m234U SP - 725 EP - 744 VL - 31 IS - 3 DP - DeepDyve ER -