search query: @author Kappelman, L. A. / total: 4
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| Author: | Dyke, T. P. Van Kappelman, L. A. Prybutok, V. R. |
| Title: | Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire |
| Journal: | Mis Quarterly
1997 : JUN, Vol. 21:2, p. 195-208 |
| Index terms: | INFORMATION SERVICE QUALITY |
| Language: | eng |
| Abstract: | A number of problems with the SERVQUAL instrument have been discussed in the literature. This article reviews that literature and discusses some of the implications for measuring service quality in the information systems context. Findings indicate that SERVQUAL suffers from a number of conceptual and empirical difficulties. Conceptual difficulties include the operationalization of perceived service quality as a difference or gap score, the ambiguity of the expectations construct, and the unsuitability of using a single measure of service quality across different industries. Empirical problems, which may be linked to the use of different scores, include reduced reliability, poor convergent validity and poor predictive validity. |
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