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A service quality and success model for the information service industry

16 references·16 citing·34 second hopsampled

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology68,271 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1992Information Systems Success: The Quest for the Dependent Variable10,674 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1977Importance-Performance Analysis4,319 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1997A Respecification and Extension of the DeLone and McLean Model of IS Success2,440 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1994Perceived Service Quality and User Satisfaction with the Information Services Function771 cited
1996A Partial Test and Development of Delone and Mclean's Model of IS Success741 cited

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1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1600 cited

1997Pragmatic Perspectives on the Measurement of Information Systems Service Quality1446 cited

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