Using importance ratings to create an information service quality measure

This work investigates the service quality perceptions of information system users that use a library information system in an engineering research environment. This paper also examines the relationship between the relative importance allocated by the system's users to each of the five SERVQUAL dimensions as measured by the rating allocated to that dimension and the importance ratings of the individual items within the dimensions. Findings suggest that users rate the importance of system responsiveness and reliability above other service quality dimensions and the number of questions on the SERVQUAL instrument could be reduced to a smaller, more tractable set of items.

[1]  Binshan Lin,et al.  Service quality of a local Malaysian bank: customers' expectations, perceptions, satisfaction and loyalty , 2007, Int. J. Serv. Stand..

[2]  Darin W. White,et al.  Service performance and procedural justice: the mediating roles of family life cycle and culture , 2009 .

[3]  P. Lachenbruch.  Statistical Power Analysis for the Behavioral Sciences (2nd ed.) , 1989 .

[4]  Qing Wang,et al.  Impact of Relationship Marketing Tactics (RMTs) on Switchers and Stayers in a Competitive Service Industry , 2006 .

[5]  Leon A. Kappelman,et al.  Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services , 1999 .

[6]  Harsh V. Verma,et al.  RELATIVE IMPORTANCE OF SERVICE QUALITY DIMENSIONS: A MULTISECTORAL STUDY , 2004 .

[7]  Firdaus Abdullah.  Measuring service quality in higher education: three instruments compared , 2006 .

[8]  Riadh Ladhari.  Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry , 2009 .

[9]  Luís Kalb Roses,et al.  Management of perceptions of information technology service quality , 2009 .

[10]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[11]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[12]  R. Teas,et al.  Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality , 1993 .

[13]  Biswajit Mahanty,et al.  Micro and macro analysis of service quality of two-wheeler service in India: to capture the potential market , 2007, Int. J. Serv. Stand..

[14]  Victor R. Prybutok,et al.  Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions , 2009, Informing Sci. Int. J. an Emerg. Transdiscipl..

[15]  Leon A. Kappelman,et al.  Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire , 1997, MIS Q..

[16]  A. Parasuraman,et al.  Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria , 1994 .

[17]  Martin O'Neill,et al.  Service Quality Evaluation in the Higher Education Sector: An Empirical Investigation of Students' Perceptions , 2002 .

[18]  Kai S. Koong,et al.  Occurrences of internet fraud in the USA , 2008, Int. J. Serv. Stand..

[19]  Hong Qin,et al.  Service quality in the USA and mainland China's fast-food restaurants , 2009, Int. J. Serv. Stand..

[20]  Thanika Devi Juwaheer,et al.  Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study , 2009 .

[21]  Ian Phau,et al.  Re‐examining traditional service quality in an e‐banking era , 2008 .

[22]  Chester Hayden McCall,et al.  Sampling and Statistics Handbook for Research , 1982 .

[23]  Harvinder Singh,et al.  Service quality measurement and its implications: a case study of Vishal Mega Mart , 2010, Int. J. Serv. Stand..

[24]  Emin Babakus,et al.  An empirical assessment of the SERVQUAL scale , 1992 .

[25]  Mark Peterson,et al.  Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment , 2005 .

[26]  Tao Zhou,et al.  The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior , 2009, Inf. Syst. Manag..

[27]  Victor R. Prybutok,et al.  A service quality and success model for the information service industry , 2004, Eur. J. Oper. Res..