Closing The User And Provider Service Quality Gap
A method for measuring service quality called SERVQUAL, that includes both the user and IS service provider perspectives, is discussed. The tool provides an informative assessment, which offers a direction for improvement based on the sign associated with the gap measure. Given a more complete picture of the service quality behavior within the firm, organizations can negotiate metric measures using pre-project partnering activities to achieve consonance. An implementation of the framework employs a service strategy implementation towards the goal of closing the satisfaction gap, and thus provides the organization with a competitive edge.
Communications of the ACM
Number of Pages
Source API URL
Jiang, James J.; Klein, Gary; and Tesch, Debbie, "Closing The User And Provider Service Quality Gap" (2003). Scopus Export 2000s. 1859.