Measuring information system service quality: SERVQUAL from the other side

MIS Quarterly: Management Information Systems

Volumn 26, Issue 2, 2002, Pages 145-166

  Jiang, James J ^a   Klein, Gary ^b   Carr, Christopher L ^c  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

^b UNIVERSITY OF COLORADO   (United States)

^c UNIVERSITY OF PITTSBURGH   (United States)

Author keywords

Measurement; Service quality; SERVQUAL; User expectations

Indexed keywords

CONVERGENCE OF NUMERICAL METHODS; CUSTOMER SATISFACTION; DECISION MAKING; MEASUREMENT THEORY; POPULATION STATISTICS; PROBLEM SOLVING; PROFESSIONAL ASPECTS; STATISTICAL METHODS;

INFORMATION SYSTEMS; SERVICE QUALITY; SERVQUAL; USER EXPECTATIONS;

INFORMATION MANAGEMENT;

EID: 0001155560     PISSN: 02767783     EISSN: None     Source Type: Journal    
DOI: 10.2307/4132324     Document Type: Review

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