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A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement
Author(s) -
Jiang James J.,
Klein Gary,
Crampton Suzanne M.
Publication year - 2000
Publication title -
decision sciences
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.238
H-Index - 108
eISSN - 1540-5915
pISSN - 0011-7315
DOI - 10.1111/j.1540-5915.2000.tb00940.x
Subject(s) - servqual , service quality , reliability (semiconductor) , measure (data warehouse) , computer science , metric (unit) , service (business) , sample (material) , quality (philosophy) , information system , perception , knowledge management , marketing , business , data mining , psychology , engineering , power (physics) , physics , philosophy , epistemology , quantum mechanics , chemistry , chromatography , neuroscience , electrical engineering
Today's information system function includes a large service component. Recent research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. To further examine the appropriateness of the SERVQUAL measure, a large industry sample serves to verify the anticipated structure of the instrument. In addition, a high correlation with a common measure of user satisfaction indicates that the SERVQUAL metric may indeed represent accurate views of user perception. As such, the SERVQUAL instrument can serve as a useful indicator for information system managers attempting to identify areas of needed service improvement and to researchers seeking a success measure of information system services.