Measuring Information System Service Quality: SERVQUAL from the Other Side

By James J. Jiang, G. Klein, Christopher L. Carr. MIS Q., 2002

590 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/959b85ed582230ee0fd32c0f22c68de77c14b4c0

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Measuring the Performance of Information Systems: A Functional Scorecard (2005, background): “For instance, measurements have been made of the effects of IS on users (e.g., [105]), learning outcomes (e.g., [1]), service (e.g., [52]), e-business (e.g., [96]) and other contexts using economic approaches (e.g., [16]), a financial perspective (e.g., [10]), a social science perspective (e.g.,…”
Reliability, Mindfulness, and Information Systems (2006, background): “Models of information system quality, success, and IS service quality (e.g., DeLone and McLean 1992, 2003; Jiang et al. 2002) have assessed system reliability by measuring users' perceptions of system dependability?often with a single survey item?and have demonstrated its association with outcomes s”
Understanding sustained participation in transactional virtual communities (2012, background): “If all factor loadings for indicators measuring the same construct are statistically significant, the convergent validity of those indicators was supported (Anderson and Gerbing, 1988; Jiang et al., 2002).”
Conceptualizing models using multidimensional constructs: a review and guidelines for their use (2012, background): “For example, IS service quality (SERVQUAL) is conceptualized and measured as the deviation from a match between customer expectations and the perception of actual service (Kettinger & Lee, 1994; Jiang et al, 2002).”
An expectation-confirmation model of continuance intention to use mobile instant messaging (2016, background): “It captures the difference between one’s expectation and the actual performance of a system along the quality dimension (Chou et al., 2010; Jiang et al., 2002; Parasuraman et al., 1985).”
The importance of perceived trust, security and privacy in online trading systems (2009, unknown): “Studying the acceptance and use of IT has been the focus of many studies in IS research (Baroudi et al., 1986; Hartwick and Barki, 1994; Igbaria and Tan, 1997a; Agarwal and Karahanna, 2000; Jiang et al., 2002; Hsu and Chiu, 2004; Shih, 2004).”
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003, background): “’s [21] empirical study among 168 users and 168 IS professionals concluded that the SERVQUAL”
Measuring information systems success: models, dimensions, measures, and interrelationships (2008, methodology): “Some researchers have resisted this change (Seddon, 1997), while others have endorsed it (Jiang et al ., 2002).”
Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context (2013, methodology): “Given that the IS department within an organization increasingly provides a service function to its organizational clients, IS scholars have adapted SERVQUAL to the organizational context to measure IS success (Jiang et al. 2002; Kettinger and Lee 1994, 2005; Pitt et al. 1995).”