ISS-QUAL: A Measure of Service Quality for the Information Systems Function |
| |
| Authors: | Robert E Miller Bill C Hardgrave Thomas W Jones |
| |
| Affiliation: | 1. Department of Business Information Systems , Central Michigan University , Mt. Pleasant, Michigan , USA mille5re@cmich.edu;3. College of Business, Auburn University , Auburn , Alabama , USA;4. Department of Information Systems , University of Arkansas , Fayetteville , Arkansas , USA |
| |
| 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. |
| |
| Keywords: | service quality service delivery service product service environment |
|
|
