The DOI matches its Crossref record; 21 of the 21 references it cites were found in a registry or an index.
Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies1
Abstract
IS service quality was measured three times in an information management consulting firm and an information service business. After the first measurement, IS management initiated several actions to improve service quality. The second measurement indicated that service quality improved in the intervening period. When service quality was measured a third time, it had returned to the levels of the first measurement. The evidence suggests that management’s attention to service quality waned after about a year, and IS management needs to recognize that service quality is not a fad but an ongoing commitment. The paper concludes by recognizing that delivering IS service quality requires action at three levels (strategic, tactical, and operational) and that the CIO must pay continuing attention to IS service quality. A model for building service quality into IS is described.
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Citations
Cites
A conceptual model of service quality and its implications for future research
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Self-citation
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Devaraj, S., Fan, M., & Kohli, R. (2002) · Information Systems Research · doi:10.1287/isre.13.3.316.77 · Cited by 1,205
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
Organizational impact of system quality, information quality, and service quality
Gorla, N., Somers, T. M., & Wong, B. (2010) · The Journal of Strategic Information Systems · doi:10.1016/j.jsis.2010.05.001 · Cited by 965
An empirical study on predicting user acceptance of e-shopping on the Web
Shih, H.-P. (2004) · Information & Management · doi:10.1016/s0378-7206(03)00079-x · Cited by 722
A trust model for online peer-to-peer lending: a lender’s perspective
Chen, D., Lai, F., & Lin, Z. (2014) · Information Technology and Management · doi:10.1007/s10799-014-0187-z · Cited by 208
Hamari, J., Hanner, N., & Koivisto, J. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2016.09.004 · Cited by 177
Determinants of service quality and continuance intention of online services: The case of eTax
Hu, P. J., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.20956 · Cited by 139
Will users fall in love with ChatGPT? A perspective from the triangular theory of love
Chen, Q., Jing, Y., Gong, Y., & Tan, J. (2025) · Journal of Business Research · doi:10.1016/j.jbusres.2024.114982 · Cited by 66
Trust Building in Online Peer-to-Peer Lending
Zhang, T., Tang, M., Lu, Y., & Dong, D. (2014) · Journal of Global Information Technology Management · doi:10.1080/1097198x.2014.978624 · Cited by 26
Retracted
Metadata
- Authors
- Watson, R. T., Pitt, L. F., & Kavan, C. B.
- Venue
- MIS Quarterly
- Publisher
- MIS Quarterly
- Published
- 1998-03-01
- Volume
- 22
- Issue
- 1
- Pages
- 61-79
- ISSN
- 0276-7783 (ISSN-L)
- 2162-9730
- OpenAlex
- W1492017688
- Cited by
- 276
- References
- 21
- FWCI
- 16.04
- Type
- journal article
- Language
- en
- Open access
- closed
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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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