Abstract
This article details the development and validation of ISS-QUAL, a measure of service quality for the Information Systems function. The ISS-QUAL measure is based on a theoretical model which operationalizes service quality as the comparison of expectations and perceptions across three factors: service delivery, service product, and service environment. The article concludes by reporting the results of a comparison between ISS-QUAL and SERVQUAL, in which ISS-QUAL is shown to have greater explanatory power.
| Original language | English |
|---|---|
| Pages (from-to) | 250-262 |
| Number of pages | 13 |
| Journal | Information Systems Management |
| Volume | 30 |
| Issue number | 3 |
| DOIs | |
| State | Published - Jul 2013 |
Keywords
- service delivery
- service environment
- service product
- service quality