Ensuring IT consulting SERVQUAL and user satisfaction: A modified measurement tool

Information Systems Frontiers

Volumn 6, Issue 4, 2004, Pages 341-351

  Yoon, Sungchul ^a   Suh, Hyunsuk ^b  

^a LG CNS   (South Korea)

^b Chung Ang University   (South Korea)

Author keywords

IT consulting service; Measurement tool; Service quality; SERVQUAL

Indexed keywords

CUSTOMER SATISFACTION; INFORMATION TECHNOLOGY; MARKETING; MATHEMATICAL MODELS; PRODUCTIVITY; SALES; STANDARDS; STRATEGIC PLANNING;

IT CONSULTING; SERVQUAL MEASUREMENT TOOLS;

QUALITY OF SERVICE;

EID: 10044287364     PISSN: 13873326     EISSN: None     Source Type: Journal    
DOI: 10.1023/B:ISFI.0000046376.10364.16     Document Type: Article

References (24)

1. Asubonteng P, McCIeary KJ, Swan JE. SERVQUAL revisited: A critical review of service quality. Journal of Services marketing, 1996;10(6):62-81.
2. Babakus E, Boiler GW. An empirical assessment of the SERVQUAL scale. Journal of Business Research, 1992;24:253-268.
3. Brian TE, Workman L, Singh M. Ensuring service quality for campus career services centers: A modified SERVQUAL scale. Journal of marketing Education, 2000;22(3):236-245.
4. Carman JM. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 1990;66(1):33-55.
5. Clow KE, Fischer AK, O'Bryan D. Patient expectations of dental services. Journal of Health Care Marketing, 1995;15(3):23-31.
6. Cronin J, Joseph Jr., Steven A. Taylor, Measuring service quality: A reexamination and extension. Journal of Marketing, 1992;56(3):23-31.
7. Cronin, J. Joseph Jr., Steven A. Taylor, SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions minus expectations measurement of service quality. Journal of Marketing, 1994;58(1):125-31.
8. Dabholkar PA, Thorpe DI, Rentz JO. A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing, 1996;58(1):125-31.
9. Finn DW, Lamb CW. An evaluation of the SERVQUAL scale in retail setting. In Solomon, RH ed. Advances in Consumer Research Provo, UT: Association of Consumer Research, 1991(18).
10. Gronroos CA service quality model and its marketing implications. European Journal of marketing, 1993;18(4):36-44.
11. Headley DE, Miller SJ. Measuring service quality and its relationship to future consumer behavior. Journal of Health Care Marketing, 1993;13(4):32-41.
12. James JJ, Klein G, Crampton SM. A note on SERVQUAL reliability and validity in information system service quality measurement. Decision Sciences, 2000;31(3):725-744.
13. Licata JW, Mowen JC, Chakraborty G. Diagnosing perceived quality in the medical service channel. Journal of Health Care Marketing, 1995;15(4):42-49.
14. Lytle RS, Mokwa MP. Evaluating health care quality: The moderating role of outcomes. Journal of Health Care Marketing, 1992;12(1):4-14.
15. McAlexander JH, Kaldenberg DO, Koenig HF. Service quality measurement: Examination of dental practices sheds more light on the relationships between service quality, satisfaction, and purchase intentions in a health care setting. Journal of Health Care Marketing, 1994;14(3):34-40.
16. Parasuraman A, Zeithami VA, Berry LL. A conceptual model of service quality and its implications for future research. Journal of Marketing, 1985;49:41-50.
17. Parasuraman A, Zeithami VA, Berry LL. SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988;65(1):12-40.
18. Parasuraman A, Zeithami VA, Berry LL. Refinement and Reassessment of the SERVQUAL scale. Journal of Retailing, 1991;67(4):420-450.
19. Parasuraman A, Zeithami VA, Berry LL. More on improving service quality measurement. Journal of Retailing, 1993;69(1):148-147.
20. Parasuraman A, Zeithami VA, Berry LL. Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 1994;58(1):111-124.
21. Simon SK, Lam, and Ka Shing Woo. Measuring service quality: A test-retest reliability investigation of SERVQUAL. Journal of the Marketing Research Society, 1997;39(2):381-396.
22. Teas RK. Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 1994;58(1):132-139.
23. Tomas P, Van Dyke, Leon A Kappelman, Victor R. Prybutock, Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 1997;June:195-208.
24. Zeithaml VA, Parasuraman A, Berry LL. Delivering quality service: Balancing customer perceptions and expectations. New York: Free Press. 1990.