Perceived Service Quality and User Satisfaction with the Information Services Function

Kettinger, William J.; Lee, Choong C.

doi:10.1111/j.1540-5915.1994.tb00829.x

Cited by 121 publications

(169 citation statements)

References 60 publications

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“…Thus it can be extrapolated from such perspective that customer satisfaction is among the many core values of the policing in Jamaica. It is well documented in the literature where customer satisfaction or dissatisfaction has been measured using SERQUAL [32,33,43,44,66,[80][81][82][83][84][85][86][87][88], and the issue has also been evaluated in policing in other jurisdictions outside of Jamaica [22,65,89]; yet no such empirical work has been conducted on the Jamaica Constabulary Force (JCF) [24]. The JCF desires to change its image and so it recognizes that customer satisfaction will be critical to which he has included in the 2015-2018 (Appendix C), Corportate Plan [21]; suggesting that service quality is of importance and is long outstanding it the customer service apparatus.…”

Section: Discussionmentioning

confidence: 99%

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Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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Introduction: The Jamaica Constabulary Force (JCF) established in 1867 as a paramilitary organization and over its 148 year history, the institution has sought to address various crimes and it appears that all its policy efforts have come to nought. In seeking to combat the crime pandemic in the society, the entity has been accused of corruption, abuses, professional misconduct and excessive use of power. With such accusations and claims, there has been a negative image of the JCF and so it has sought to inco-operate the user as a part of policing strategy. To date, there has been no empirical research undertaken on service quality in the JCF.

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Section: Discussionmentioning

confidence: 99%

“…The mean age of the respondents was 37 years ± 11 years, 95% CI: 34.3-39.8 years. [65][66][67] which was comprehensive forwarded by Parasuraman, et al [32], and that a negative value indicates unmet needs of customers. Table 5 is a disaggregation of overall SERVQUAL of JCF members as viewed by the people of Jamaica.…”

Section: Discussionmentioning

confidence: 99%

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Bourne¹

2016

J Healthc Commun

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“…Consequently, a need to include a service quality measure has been expressed (see e.g. Kettinger and Lee, 1995;Li, 1997;Wilkin and Hewitt, 1999). Attempts to do so have mainly been done by using the SERVQUAL instrument.…”

Section: Comparisonmentioning

confidence: 99%

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

Blomkvist

Åberg

Holmlid

2013

Interacting with Computers

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“…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.…”

Section: Introductionmentioning

confidence: 99%

Effect of culture on perceptions of IS service quality

Rabaa'¹,

N.A.²,

Gammack³

2014

IJIIM

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Although providing Information Service Functions (ISFs) is common to organisations in all cultures, how the quality of these services is perceived in different cultures is poorly understood. Culture is complex and the broad values that characterise a particular culture are known to affect technology implementation and adoption. Service quality is also multidimensional, and various aspects may be prioritised differently by cultures with different value systems, with implications for management. This study examines how ISF's service quality dimensions are perceived in Jordan and Australia, which have contrasting profiles on Hofstede's typology of cultures. We hypothesise and test the influences of salient cultural characteristics using the four-dimensional 'Zones of Tolerance' (ZOT) service quality measure of Kettinger and Lee to compare demographically similar users' service quality perceptions. The results indicate that, associated with their cultural characteristics, users' perceptions vary on each of the four dimensions of ZOT service quality.

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Perceived Service Quality and User Satisfaction with the Information Services Function

Cited by 121 publications

References 60 publications

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

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

Effect of culture on perceptions of IS service quality

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