Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire

MIS Quarterly: Management Information Systems

Volumn 21, Issue 2, 1997, Pages 195-207

  Van Dyke, Thomas P ^a,c   Kappelman, Leon A ^b   Prybutok, Victor R ^b  

^a WEBER STATE UNIVERSITY   (United States)

^b UNIVERSITY OF NORTH TEXAS   (United States)

^c College of Business and Economies ^*  (United States)

Author keywords

Evaluation; Is management; Measurement; Service quality; User attitudes; User expectations

Indexed keywords

BEHAVIORAL RESEARCH; EVALUATION; MEASUREMENT THEORY; PERSONNEL RATING; PROBLEM SOLVING; QUALITY OF SERVICE;

IS MANAGEMENT; SERVICE QUALITY; USER ATTITUDES; USER EXPECTATIONS;

MANAGEMENT INFORMATION SYSTEMS;

EID: 0000379989     PISSN: 02767783     EISSN: None     Source Type: Journal    
DOI: 10.2307/249419     Document Type: Article

References (5)

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3. Grönroos, C. "A Service Quality Model and its Marketing Implications," European Journal of Marketing (18:4), 1984, 36-55.
4. Johns, G. "Difference Score Measures of Organizational Behavior Variables: A Critique," Organizational Behavior and Human Performance (27), 1981, pp. 443-463.
5. Kappelman, L. "Measuring User Involvement: A Diffusion of Innovation Approach," The DATA BASE for Advances in Information Systems, (26:2,3), 1995, pp. 65-83.