The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement
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.
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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
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
Cited by
Hsu, M.-H., Yen, C.-H., Chiu, C.-M., & Chang, C.-M. (2006) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2006.04.004 · Cited by 490
Techniques for improving response rates in OM survey research
Frohlich, M. T. (2002) · Journal of Operations Management · doi:10.1016/s0272-6963(02)00003-7 · Cited by 345
Tseng, S.-C., & Hung, S.-W. (2013) · Journal of Cleaner Production · doi:10.1016/j.jclepro.2013.06.050 · Cited by 302
Bank service quality: comparing Canadian and Tunisian customer perceptions
Ladhari, R., Ladhari, I., & Morales, M. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111117502 · Cited by 204
Metadata
- Authors
- Jiang, J. J., Klein, G., & Crampton, S. M.
- Venue
- Decision Sciences
- Publisher
- Wiley
- Published
- 2000-09
- Volume
- 31
- Issue
- 3
- Pages
- 725-744
- ISSN
- 0011-7315 (ISSN-L)
- 1540-5915
- OpenAlex
- W2048553209
- Cited by
- 209
- References
- 2
- FWCI
- 11.82
- Type
- journal article
- Language
- en
- Open access
- closed
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- Jiang, J. J., Klein, G., & Crampton, S. M. (2000). A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement. Decision Sciences. https://doi.org/10.1111/j.1540-5915.2000.tb00940.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).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
