Measuring Quality of Information System Services in Manufacturing Organizations in Riyadh

Abstract

The research aims to measure the customers' perception of quality provided by information systems services in manufacturing organization in Riyadh. Based on a comprehensive literature review, the theoretical framework was developed utilizing a well known service quality measurement model called SERVQUAL. A modified version of SERVQUAL measurement called SERVPERF was adopted in this paper following the recommendations made by some researchers. The empirical evidence in this research is based on primary data collected from 142 employees of the 58 manufacturing organizations to investigate factors that are more likely to influence the perception of IS services quality. The study results highlighted that there is a high relation between the organization size (in terms of the investment) and information systems service quality level. The study confirmed that the quality of IS services offered by Saudi manufacturing organizations is a concern and need to be further addressed by those organizations who would like to use IS services as competitive advantages.

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