Closing the user and provider service quality gap

ABSTRACT

A method for measuring service quality that includes both the user and IS service provider perspectives.

REFERENCES

• 1: Ferguson, J.M. and Zawacki, R.A. Service quality: A critical success factor for IS organizations. Information Strategy 9, 2 (Winter 1993).
• 2: Jiang, J. and Klein, G. User evaluation of information systems: By system typology. IEEE Transactions of Systems, Men, and Cybernetics 29, 1 (1999), 111--116.
• 3: Kettinger, W.J. and Lee, C.C. Replication of measures in information systems research: The case of IS SERVQUAL. Decision Sciences 30, 3 (Summer 1999), 893--899.
• 4: Gary Klein , James J. Jiang, Seeking consonance in information systems, Journal of Systems and Software, v.56 n.2, p.195-202, March 2001 [doi>10.1016/S0164-1212(00)00097-2]
• 5: Larson, E.W. Partnering on construction projects: A study of the relationship between partnering activities and project success. IEEE Transactions on Engineering Management 44, 2 (1997), 188--195.
• 6: Pitt, L., Berthon, P., and Lane, N. Gaps within the IS department; barriers to service quality. Journal of Information Technology 13, 3 (Sept. 1998), 191--200.
• 7: Zeithaml, V.A., Parasuraman, A., and Berry, L.L. Delivering Quality Service Balancing Customer Perceptions and Expectations. The Free Press, NY, 1990.

INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.1 Project and People Management

Additional Classification:
  C. Computer Systems Organization
  C.4 PERFORMANCE OF SYSTEMS

  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.2 Installation Management