Measuring Information System Service Quality: SERVQUAL from the Other Side

Abstract

Artikel ini membahas penggunaan instrument SERVQUAL untuk pengukuran pelayanan divisi sistem informasi dalam perusahaan.Tujuan dari penulis adalah menyelidiki apakah SERVQUAL layak diaplikasikan dalam bidang sistem informasi, pertanyaan yang diperdebatkan oleh banyak peneliti.

ICT Evaluation: Are We Asking the Right Questions?

“…Examples of IT evaluation techniques over the years have included system usage (Srinivasan, 1985;Trice & Treacy, 1986); information value (Gallagher, 1974); user satisfaction (Bailey & Pearson, 1983;Shaw et al, 2002); and service quality (Jiang et al, 2002). Hitt and Brynjolffson (1996) posit that the question of IT value is not a single one, but rather consists of several related but distinct issues such as increased productivity, i.e., is there now more output per given quantity of input?…”

Formative Evaluation of IT-based Services: A Case Study of a Meal Planning Service

“…Johan Blomkvist et al measure the quality of existing services, and it can be used to generate knowledge that is related to users' satisfaction with the service (Jiang et al, 2002). However, the outcome of SERVQUAL is summative in nature, like most service quality measures (Seth et al, 2005), because the intention behind them is to evaluate existing and fully developed services.…”

“…Parallel development of IT and service means that also evaluations of IT should be integrated in service evaluations, '[t]he success of an online service cannot be based solely upon the evaluation of the use of a website ' (van Dijk et al, 2007, p. 3). As a result, several attempts to consolidate service evaluation models with evaluation methods in IT and information systems have been made (Jiang et al, 2002;Pitt et al, 1995;Watson et al, 1998).…”

Effect of culture on perceptions of IS service quality

“…Recognising the changed emphasis towards service functions, several IS researchers (e.g. Jiang et al, 2002;Kettinger and Lee, 1994;Kettinger and Lee, 2005;Shaw et al, 2002;Watson et al, 1998) adapted the Service Quality (SERVQUAL) measure (developed in the marketing field) to evaluate the quality of the services provided by the ISF. IS quality became defined as "The quality of the support that system users receive from the IS department and IT support personnel.…”

“…The ISF is "an integral part of achieving organizational success" (and may be defined as) "all IS groups and departments within the organization" (Chang and King, 2005, p.86). Whether distributed or centralised, the ISF is expected to provide various support services to end-users in a cost-and time-effective manner, across a variety of different packages and configurations, covering issues such as data backup and recovery, hardware and software maintenance, upgrades and installation (Jiang et al, 2002;Shaw et al, 2002). Assessing ISF's performance has long been an important issue to IS executives (Carlson and McNurlin, 1992;Saunders and Jones, 1992) that has remained prominent in IS studies (e.g.…”