Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions
نویسندگان
چکیده
منابع مشابه
Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions
Using a library information system in an engineering research environment, this paper investigates the service quality perceptions of professional information system users. This paper also examines the relationship between the relative importance allocated by the system’s users to each of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument) as measured by the p...
متن کاملMeasuring Service Quality: SERVQUAL vs. SERVPERF Scales
Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...
متن کاملMeasuring Service Quality with SERVPERF
SERVPERF, the performance component of the Service Quality scale (SERVQUAL), has been shown to measure five underlying dimensions corresponding to Tangibles, Reliability, Responsiveness, Assurance, and Empathy (Parasuraman, Zeithaml, & Berry, 1988). This paper describes a validation study, employing four different datasets, of a shortened 15-item version of the SERVPERF scale to be called SERVP...
متن کاملMeasuring Information System Service Quality: SERVQUAL from the Other Side
Asal usul SERVQUAL Instrumen ini awalnya dibangun oleh para peneliti di bidang pemasaran untuk mengukur kualitas pelayanan secara umum, karena pada saat itu kualitas pelayanan menjadi salah satu fokus ayng sering dibahas dalam pemasaran. Instrumen ini diperkenalkan oleh Zeithaml, Parasuraman & Berry dalam buku mereka yang berjudul Delivering Quality Service; Balancing Customer Perceptions and E...
متن کاملAssessing Web Service Quality Dimensions: the E- Servperf Approach
This study examines the dimensions of web service quality based on e-customer’s expectations and perceptions. We develop operationalized web service quality constructs, and analyze their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service convenience. A...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Informing Science: The International Journal of an Emerging Transdiscipline
سال: 2009
ISSN: 1547-9684,1521-4672
DOI: 10.28945/426