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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SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
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Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995) · MIS Quarterly · doi:10.2307/249687 · Cited by 1,764
Self-citationImproving the measurement of service quality
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More on improving service quality measurement
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993) · Journal of Retailing · doi:10.1016/s0022-4359(05)80007-7 · Cited by 878
Perceived Service Quality and User Satisfaction with the Information Services Function
Kettinger, W. J., & Lee, C. C. (1994) · Decision Sciences · doi:10.1111/j.1540-5915.1994.tb00829.x · Cited by 770
Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1
Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997) · MIS Quarterly · doi:10.2307/249419 · Cited by 600
Pragmatic Perspectives on the Measurement of Information Systems Service Quality1
Kettlnger, W. J., & Lee, C. C. (1997) · MIS Quarterly · doi:10.2307/249421 · Cited by 446
Supporting the Information Technology Champion1
Beath, C. M. (1991) · MIS Quarterly · doi:10.2307/249647 · Cited by 403
Measuring Information Systems Service Quality: Concerns for a Complete Canvas1
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1997) · MIS Quarterly · doi:10.2307/249420 · Cited by 274
Self-citationGlobal Measures of Information Service Quality: A Cross‐National Study*
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Cited by
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics
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
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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