The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Issue
Volume 15 Issue 2 / Jul 2012  pp149‑229

Editor: Shaun Pather

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An Analysis of Three SERVQUAL Variations in Measuring Information System Service Quality  pp149‑162

James J. Jiang, Gary Klein, Neeraj Parolia, Yuzhu Li

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Service provided by the information system (IS) department within an organization has come to be considered a major component of IS success. The determination of service quality is considered as a comparison process between an expected level of service and the service perceived by the user. In past research, an IS adaptation of the SERVQUAL measure from the marketing literature was commonly used since it considers both the expectation and performance components of service quality. IS researchers have applied the IS SERVQUAL metric in various forms, including as a difference score, as a single component only, and as two distinct components. The choice of an IS SERVQUAL variation was usually made based on psychometric properties of the scale or explained variance. Few considered the implications that the chosen form of IS SERVQUAL variation has on the relationship between service quality and a dependent variable such as satisfaction or on the theoretical interpretation of the discrepancy theories from which service quality measure is derived. We examined the implications to research models and theory due to choosing the form based on statistical properties. The two component form holds truest to theory and still retains valued statistical properties that are important to researchers. The one component form that includes on performance considerations is still superior to the difference score model. For purposes of prediction more useful for practitioners, the single component and two component model greatly outperform the predictive ability of the difference score model, with the two component model being slightly better than the single component model. 


Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations


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