"Levels of Analysis Issues Relevant in the Assessment of Information Systems Service Quality"

Bill Hardgrave, Robert E. Miller

Research output: Contribution to journalArticlepeer-review

Abstract

To date, researchers in Information Systems (IS) and other disciplines have exhausted a considerable amount of effort devising measures of service quality. Given this extensive work, it is interesting to note that levels of analysis issues have not been discussed. To address this deficiency, this paper defines levels of analysis and applies the concept to the assessment of service quality. Issues related to specifying the level of analysis are discussed, including the level of theory, data collection, and statistical analysis. Additionally, the use of service quality in unit-level models is discussed, with special emphasis given to issues of data aggregation.

Original languageEnglish
JournalInternational Journal of Services and Standards
Volume4
Issue number1
StatePublished - 2008

Fingerprint

Dive into the research topics of '"Levels of Analysis Issues Relevant in the Assessment of Information Systems Service Quality"'. Together they form a unique fingerprint.

Cite this