Decision Sciences Journal
Volume 31, Number 3
Summer 2000
A Note on SERVQUAL Reliability and Validity in Information
System Service Quality Measurement
James J. Jiang
Department of Computer Information Systems, College of Administration
and Business, Louisana Tech University, Ruston, LA 71272, email:
jiang@cab.latech.edu
Gary Klein
College of Business and Administration, The University of Colorado,
Colorado Springs, 1420 Austin Bluffs Parkway, Colorado Springs,
CO 80933-7150, email: gklein@mail.uccs.edu
Suzanne M. Crampton
Department of Management, Seidman School of Business, Grand Valley
State University, 301 W. Fulton, Grand Rapids, MI 49504, email:
cramp@gvsu.edu
ABSTRACT. Today’s information system function
includes a large service component. Recent research has examined
the SERVQUAL instrument as a possible measure to assist managers
and researchers in evaluating service quality. To further examine
the appropriateness of the SERVQUAL measure, a large industry
sample serves to verify the anticipated structure of the instrument.
In addition, a high correlation with a common measure of user
satisfaction indicates that the SERVQUAL metric may indeed represent
accurate views of user perception. As such, the SERVQUAL instrument
can serve as a useful indicator for information system managers
attempting to identify areas of needed service improvement and
to researchers seeking a success measure of information system
services.
Subject Areas: Management Information Systems and Statistics. |