Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire.: An article from: MIS Quarterly

This digital document is an article from MIS Quarterly, published by University of Minnesota, MIS Research Center on June 1, 1997. The length of the article is 6775 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Service is an important part of the role of the information systems (IS) department. In addition, most IS assessment measures have a product orientation. The use of an IS-context-modified version of the SERVQUAL instrument to assess the quality of the services supplied by an information services industry is presented. However, research concerning the effectiveness of the instrument indicates that it suffers conceptual and empirical research. Further theoretical and empirical research is needed to improve measures of service quality for an informationsystem technology.

Citation Details
Title: Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire.
Author: Thomas P. Van Dyke
Publication:MIS Quarterly (Refereed)
Date: June 1, 1997
Publisher: University of Minnesota, MIS Research Center
Volume: v21 Issue: n2 Page: p195(14)

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