Cautions on the use of the SERVQUAL measure to assess the quality of information systems services

摘要

The SERVQUAL questionnaire is one of the tests measuring the quality of services as perceived by the customer. A modified SERVQUAL instrument is suggested to assess the quality of the services supplied by an information services provider. Limitations of this instrument are discussed using an example of a data set from 138 executive and information systems professional customers of the multi-billion dollar information services provider. The results suggest that caution should be exercised in the application of SERVQUAL scores and that further work is needed to develop measures for assessing the quality of IS.