A Note On SERVQUAL Reliability And Validity In Information System Service Quality Measurement
Decision Sciences, Summer 2000, Vol. 31 Issue 3, p725, 20p
Jiang, James J.; Klein, Gary; Crampton, Suzanne M.
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.

ISE Categories:  Service Quality