Replication of measures in Information Systems research: The case of IS SERVQUAL

Decision Sciences

Volumn 30, Issue 3, 1999, Pages 893-899

  Kettinger, William J ^a   Choong C, Lee ^b  

^a Department of Management Science   (United States)

^b SALISBURY UNIVERSITY   (United States)

Author keywords

Information Systems Quality; Management Information Systems; Performance Evaluation; Replication; Research Methodology; Service Operations

Indexed keywords

EID: 0039657058     PISSN: 00117315     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1540-5915.1999.tb00912.x     Document Type: Article

References (9)

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6. Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187.
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8. 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.
9. Van Dyke, T. P., Prybutok, V. R., & Kappelman, L. A. (1999). Cautions on the use of the SERVQUAL measure to assess the quality of information systems services. Decision Sciences, 30(3), 877-891.