IS Service Quality~Measurement Service Quality: A Measure of Information Systems Effectiveness

The IS function now includes a significant ser-vice component. However, commonly used mea-sures of IS effectiveness focus on the products, rather than the services, of the IS function. Thus, there is the danger that IS researchers will mismeasure IS effectiveness if they do not include in their assessment package a measure of IS service quality. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of IS service quality. SERVQUAL measures ervice dimensions of tan-gibles, reliabifity, responsiveness, assurance, and empathy. The suitability of SERVQUAL was assessed in three different types of organi-zations in three countries. After examination of content validity, refiability, convergent validity, nomological validity, and discriminant validity, the study concludes that SERVQUAL is an appropriate instrument for researchers seeking a measure oflS service quality