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 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Decision Sciences Wiley

A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement

Loading next page...
 
/lp/wiley/a-note-on-servqual-reliability-and-validity-in-information-system-lrqZ8m234U
Publisher
Wiley
Copyright
Copyright © 2000 Wiley Subscription Services, Inc., A Wiley Company
ISSN
0011-7315
eISSN
1540-5915
DOI
10.1111/j.1540-5915.2000.tb00940.x
Publisher site
See Article on Publisher Site

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.

Journal

Decision SciencesWiley

Published: Sep 1, 2000

References

  • Evaluating structural equation models with unobservable variables and measurement error
    Fornell, C.; Larcker, D. F.
  • The measurement of user information satisfaction
    Ives, B.; Olson, M.; Baroudi, J.
  • Perceived service quality and user satisfaction with the information services function
    Kettinger, W. J.; Lee, C. C.
  • Pragmatic perspectives on the measurement of information systems service quality
    Kettinger, W. J.; Lee, C. C.
  • Measuring information systems service quality: Concerns for a complete canvas
    Pitt, L. F.; Watson, R. T.; Kavan, C. B.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off