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| Author: | Watson, R. Pitt, L. Kavan, B. |
| Title: | Measuring information systems service quality: lessons from two longitudinal case studies |
| Journal: | Mis Quarterly
1998 : MAR, VOL. 22:1, p. 61-80 |
| Index terms: | SERVICE QUALITY MEASUREMENT INFORMATION SYSTEMS |
| Language: | eng |
| Abstract: | IS service quality was measured three times in an information management consulting firm and information service business. After the first measurement, IS management initiated several actions to improve service quality. The second measurement indicated that service quality improved in the intervening period. When service quality was measured a third time, it had returned to the levels of the first measurement. The evidence suggests that management's attention to service quality waned after about a year. |
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