ISS-QUAL: A Measure of Service Quality for the Information Systems Function

Robert E. Miller, Bill C. Hardgrave, Thomas W. Jones

Research output: Contribution to journalArticlepeer-review

6 Scopus citations


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 languageEnglish
Pages (from-to)250-262
Number of pages13
JournalInformation Systems Management
Issue number3
StatePublished - Jul 2013


  • service delivery
  • service environment
  • service product
  • service quality


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