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Titolo:
MEASURING INFORMATION-SYSTEMS SERVICE QUALITY - CONCERNS ON THE USE OF THE SERVQUAL QUESTIONNAIRE
Autore:
VANDYKE TP; KAPPELMAN LA; PRYBUTOK VR;
Indirizzi:
WEBER STATE COLL,COLL BUSINESS & ECON,DEPT INFORMAT SYST & TECHNOL,3804 UNIV CIRCLE OGDEN UT 84408 UNIV N TEXAS,COLL BUSINESS ADM,BUSINESS COMP INFORMAT SYST DEPT DENTON TX 76203
Titolo Testata:
Management information systems quarterly
fascicolo: 2, volume: 21, anno: 1997,
pagine: 195 - 208
SICI:
0276-7783(1997)21:2<195:MISQ-C>2.0.ZU;2-W
Fonte:
ISI
Lingua:
ENG
Soggetto:
CONSUMER PERCEPTIONS; COMPARISON STANDARD; DIFFERENCE SCORES; EXPECTATIONS; MODEL; SATISFACTION; REASSESSMENT; SCALE; INVOLVEMENT; VARIABLES;
Keywords:
IS MANAGEMENT; EVALUATION; MEASUREMENT; SERVICE QUALITY; USER ATTITUDES; USER EXPECTATIONS;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
CompuMath Citation Index
Science Citation Index Expanded
Citazioni:
41
Recensione:
Indirizzi per estratti:
Citazione:
T.P. Vandyke et al., "MEASURING INFORMATION-SYSTEMS SERVICE QUALITY - CONCERNS ON THE USE OF THE SERVQUAL QUESTIONNAIRE", Management information systems quarterly, 21(2), 1997, pp. 195-208

Abstract

A recent MIS Quarterly article rightfully points out that service is an important part of the role of the information systems (IS) department and that most IS assessment measures have a product orientation (Pitt et al. 1995). The article went on to suggest the use of an IS-context-modified version of the SERVQUAL instrument to assess the quality of the services supplied by an information services provider (Parasuraman et al. 1985, 1988, 1991).(2) However, a number of problems with theSERVQUAL instrument have been discussed in the literature (e.g., Babakus and Boiler 1992; Carman 1990; Cronin and Taylor 1992, 1994; Teas 1993). This article reviews that literature and discusses some of the implications for measuring service quality in the information systems context. Findings indicate that SERVQUAL suffers from a number of conceptual and empirical difficulties. Conceptual difficulties include the operationalization of perceived service quality as a difference or gapscore, the ambiguity of the expectations construct, and the unsuitability of using a single measure of service quality across different industries. Empirical problems, which may be linked to the use of difference scores, include reduced reliability, poor convergent validity, andpoor predictive validity. This suggests that (1) some alternative to difference scores is preferable and should be utilized; (2) ii used, caution should be exercised in the interpretation of IS-SERVQUAL difference scores; and (3) further work is needed in the development of measures for assessing the quality of IS services.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 04/07/20 alle ore 04:55:47