A Conceptual Model of Service Quality for the Information Systems Function

This paper is motivated by the need to provide the Information Systems (IS) function with a model of service quality that is theoretically sound and conceptually complete. At present, no such model exists. This means IS researchers and practitioners are forced to use models, and associated measures, developed in other disciplines. One such measure, SERVQUAL, is commonly used although it has been shown to be an insufficient measure of IS service quality. In order to develop better measures of IS service quality, we must first have better models. In an effort to address this issue, a conceptual model of service quality for the IS function is proposed. This model draws on reference discipline research to explain the formation of service quality as the comparison of expectations and perceptions across three factors: service delivery, service product, and service environment.