Measuring information system service quality: Servqual from the other side

    Authors

    J. J. Jiang; G. Klein;C. L. Carr

    Comments

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    Abbreviated Journal Title

    Mis Q.

    Keywords

    service quality; measurement; SERVQUAL; user expectations; DIFFERENCE; VARIABLES; Computer Science, Information Systems; Information Science & Library; Science; Management

    Abstract

    There has been much debate as of late over the use of the SERVQUAL instrument to measure Information Systems service quality. Detractors argue that the difference score leads to unreliable measures and that the dimensionality and validity is erratic. Proponents argue for the diagnostic power of the gap between expectations and perceived delivery while demonstrating some empirical stability and reliability. To extend the discussion requires the examination of the instrument from the viewpoint of the information system professional. Importantly, a large variety of samples must view the instrument and measures in the same light for the instrument to have applicability. Likewise, analysis of differences between users and providers requires that both populations have similar structural views of the instrument. Empirical evidence collected from information system professionals demonstrated a structure similar to previously published studies with adequate reliability, convergent validity, and discriminant validity. The structure is the same as is found for a gap between users and IS professionals.

    Journal Title

    Mis Quarterly

    Volume

    26

    Issue/Number

    2

    Publication Date

    1-1-2002

    Document Type

    Article

    Language

    English

    First Page

    145

    Last Page

    166

    WOS Identifier

    WOS:000176079000006

    ISSN

    0276-7783

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