Article1995

Service Quality: A Measure of Information Systems Effectiveness

LEYLAND F. PITT · Richard Thomas Watson · C. Bruce Kavan

1,765 citations0/0 files storedMIS Quarterly

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Information Technology Governance and Strategy

Abstract

The IS function now includes a significant service component. However, commonly used measures of IS effectiveness focus on the products, rather than the services, of the IS function. Thus, there is the danger that IS researchers will mismeasure IS effectiveness if they do not include in their assessment package a measure of IS service quality. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of IS service quality. SERVQUAL measures service dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The suitability of SERVQUAL was assessed in three different types of organizations in three countries. After examination of content validity, reliability, convergent validity, nomological validity, and discriminant validity, the study concludes that SERVQUAL is an appropriate instrument for researchers seeking a measure of IS service quality.

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References

1951Coefficient Alpha and the Internal Structure of Tests 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1979A Paradigm for Developing Better Measures of Marketing Constructs 1989The Practice of Social Research 1991Refinement and reassessment of the SERVQUAL scale.1990Delivering quality service: balancing customer perceptions and expectations 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

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