Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool

摘要

This paper provides the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure the IS customers' perceived quality of the consulting services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. It is composed of 6 dimensions of reliability, responsiveness, assurance, empathy, process and education, and the former four are derived from IT SERVQUAL and the latter two are added to consider the characteristics of IT consulting service. To develop IT consulting SERVQUAL, 7 consultants having over the 10 years careers, 3 customers having much experienced of consulting service, and 2 professors majoring in MIS have examined the constructs and the items of questionnaires. And this research had been applied to 86 respondents of 42 different organizations that had received IT consulting services over 2 past years to ensure the validation of this tool. The correlation and the factor analyses were conducted for validation of the measurement tool. The results indicated that six different areas in the measurement tool are significantly related with level of the customer satisfaction in spite of their few problems in its validation and its application in the field will be helpful to identify their problems and make plans for advancement.