The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services
Abstract
The SERVQUAL questionnaire (Parasuraman, Zeithaml, & Berry, 1988) is one of the preeminent instruments for measuring the quality of services as perceived by the customer. In a recent Decision Sciences article, Kettinger and Lee (1995) suggested the use of a modified SERVQUAL instrument to assess the quality of the services supplied by an information services provider. However, a number of problems with the SERVQUAL instrument are discussed in the literature. This article provides an illustrative example utilizing data collected from 138 executive and information systems professional customers of a multibillion dollar information services provider in order to examine the validity and reliability of Kettinger and Lee's (1995) modified SERVQUAL instrument. Results of analyses do not confirm the findings of Kettinger and Lee. Moreover, it appears that the use of difference scores in calculating SERVQUAL contributes to problems with the reliability, discriminant validity, convergent validity, and predictive validity of the measure. These findings suggest that caution should be exercised in the use of SERVQUAL scores and that further work is needed in the development of measures for assessing the quality of information services.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The application of electronic computers to factor analysis
Kaiser, H. F. (1960) · Educational and Psychological Measurement · doi:10.1177/001316446002000116 · Cited by 12,459
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error: A Comment
Bagozzi, R. P. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800312 · Cited by 778
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Customer Loyalty in E-Commerce
Drexel University, & Gefen, D. (2002) · Journal of the Association for Information Systems · doi:10.17705/1jais.00022 · Cited by 1,062
Logistics Service Quality as a Segment-Customized Process
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001) · Journal of Marketing · doi:10.1509/jmkg.65.4.82.18390 · Cited by 1,009
A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers
National University of Singapore, S., Kim, H.-W., Xu, Y., National University of Singapore, S., Koh, J., & Electronics, S. (2004) · Journal of the Association for Information Systems · doi:10.17705/1jais.00056 · Cited by 452
Boyer, K. K., & Hult, G. T. M. (2006) · Journal of Operations Management · doi:10.1016/j.jom.2005.04.002 · Cited by 158
Metadata
- Authors
- Van Dyke, T. P., Prybutok, V. R., & Kappelman, L. A.
- Venue
- Decision Sciences
- Publisher
- Wiley
- Published
- 1999-06
- Volume
- 30
- Issue
- 3
- Pages
- 877-891
- ISSN
- 0011-7315 (ISSN-L)
- 1540-5915
- OpenAlex
- W1985529311
- Cited by
- 231
- References
- 3
- FWCI
- 16.03
- Type
- journal article
- Language
- en
- Open access
- closed
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- Van Dyke, T. P., Prybutok, V. R., & Kappelman, L. A. (1999). Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services. Decision Sciences. https://doi.org/10.1111/j.1540-5915.1999.tb00911.x
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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