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

Bill Hardgrave, Robert E. Miller

Research output: Contribution to journalArticlepeer-review

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 languageEnglish
JournalInformation Systems Management
Volume30
Issue number3
StatePublished - 2013

Fingerprint

Dive into the research topics of 'ISS-QUAL: A Measure of Service Quality for the Information Systems Function'. Together they form a unique fingerprint.

Cite this