A note on SERVQUAL reliability and validity in information system service quality measurement

Decision Sciences

Volumn 31, Issue 3, 2000, Pages 725-744

  Jiang, James J ^a   Klein, Gary ^b   Crampton, Suzanne M ^c  

^a LOUISIANA TECH UNIVERSITY   (United States)

^b UNIVERSITY OF COLORADO   (United States)

^c GRAND VALLEY STATE UNIVERSITY   (United States)

Author keywords

Management Information Systems and Statistics

Indexed keywords

EID: 0034557353     PISSN: 00117315     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1540-5915.2000.tb00940.x     Document Type: Article

References (28)

1. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
2. Baroudi, J. J., & Orlikowski, W. J. (1988). A short-form measure of user information satisfaction: A psychometric evaluation and notes on use. Journal of Management Information Systems, 4(4), 44-59.
3. Campbell, D. T., & Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56(9), 81-105.
4. Chin, W. W., & Todd, P. A. (1995). On the use, usefulness, and ease of use of structure equation modeling in MIS research: Note of caution. MIS Quarterly, 19(2), 237-246.
5. Churchill, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16, 64-73.
6. Cook, T. D., & Campbell, D. T. (1979). Quasi-experimentation. Boston: Houghton Mifflin.
7. Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297-334.
8. Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurements of service quality. Journal of Marketing, 58(1), 125-131.
9. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
10. Ghiselli, E. E., Campbell, J. P., & Zedeck, J. P. (1981). Measurement theory for the behavioral sciences. San Francisco: Freeman.
11. Ives, B., Olson, M., & Baroudi, J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785-793.
12. Johns, G. (1981). Difference score measures of organizational behavioral variables: A critique. Organizational Behavior and Human Performance, 27, 443-463.
13. Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5-6), 737-766.
14. Kettinger, W. J., & Lee, C. C. (1997). Pragmatic perspectives on the measurement of information systems service quality. MIS Quarterly, 21(2), 223-240.
15. Kettinger, W. J., & Lee, C. C. (1999). Replication of measures in information systems research: The case of IS SERVQUAL. Decision Sciences, 30(3), 893-899.
16. Kettinger, W. J., Lee, C. C., & Lee, S. (1995). Global measures of information services quality: A cross-national study. Decision Sciences, 26(5), 569-588.
17. Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory factor analysis to the study of self-concept: First and higher order factor models and their invariance across groups. Psychological Bulletin, 97(3), 562-582.
18. Nunnally, J. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
19. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
20. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
21. Parasuraman, A., Ziethaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420-450.
22. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison in measuring service quality: Implications for future research. Journal of Marketing, 58(1), 111-124.
23. Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187.
24. Pitt, L. F., Watson, R. T., & Kavan, C. B. (1997). Measuring information systems service quality: Concerns for a complete canvas. MIS Quarterly, 21(2), 209-221.
25. Teas, R. K. (1994). Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58(1), 132-139.
26. Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 21(2), 195-208.
27. Van Dyke, T. P., Prybutok, V. R., & Kappelman, L. A. (1999). Cautions on the use of SERVQUAL measure to assess the quality of information systems services. Decision Sciences, 30(3), 877-891.
28. Watson, R. T., Pitt, L. F., & Kavan, C. B. (1998). Measuring information systems service quality: Lessons from two longitudinal case studies. MIS Quarterly, 22(1), 61-79.