A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement
Decision SciencesPublished 1 September 2000
James J. Jiang, Gary Klein, Suzanne Crampton
Citations207
SJR quartileQ1
SJR score1.62
SNIP1.46
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TL;DR
Today's information system function includes a large service component and the SERVQUAL instrument can serve as a useful indicator for information system managers attempting to identify areas of needed service improvement and to researchers seeking a success measure of information system services.
Abstract
Today's information system function includes a large service component. Recent research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. To further examine the appropriateness of the SERVQUAL measure, a large industry sample serves to verify the anticipated structure of the instrument. In addition, a high correlation with a common measure of user satisfaction indicates that the SERVQUAL metric may indeed represent accurate views of user perception. As such, the SERVQUAL instrument can serve as a useful indicator for information system managers attempting to identify areas of needed service improvement and to researchers seeking a success measure of information system services.
Keywords
Social SciencesDecision SciencesBusiness, Management and Accounting
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