SERVCESS: A Parsimonious Instrument to Measure Service Quality and Information System Success

Abstract

This study proposes and tests a model of information success that shows how information service quality is associated with success. If service quality affects success, then it should be possible to compare information service quality to other variables believed to affect information success. A new instrument, SERVCESS, which is based on elements of SERVQUAL and several information success variables, was evaluated to determine how effectively it measures information service quality and success within the library environment.Responses from 385 end users at two U.S. Army Corps of Engineers libraries were obtained through a mail survey. Results indicate that service quality is best measured with a performance-based instrument, and that service quality is an important factor in success. The findings resulted in the development of a new instrument to more effectively measure information service quality and information service success. These findings, however, also have implications for the development of new models of information service quality and information service success.

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