| Автор | Jayasuriya, Rohan |
| Дата выпуска | 1999 |
| dc.description | ABSTRACTRecent growth of personal computing and networked systems have resulted in Information Systems (IS) departments facing a heavy demand on their services. Based on internal marketing concepts, IS services need to use a measure of service quality for their internal customers. Studies carried out recently, suggest SERVQUAL as a possible measure of IS service quality. However, there are some issues that relate to their discriminant validity and appropriateness. A bottom-up approach to elicit service quality dimensions is explored using service encounters in a health organization. The results indicate that while the dimensions of responsiveness and assurance seem to be important, there is a need to re-look at these broad dimensions as more specific dimensions may be more appropriate for IS settings. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | Measuring Service Quality in IT Services: Using Service Encounters to Elicit Quality Dimensions |
| Тип | research-article |
| DOI | 10.1300/J090v18n01_02 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 18 |
| Первая страница | 11 |
| Последняя страница | 23 |
| Аффилиация | Jayasuriya, Rohan; Department of Public Health and Nutrition, University of Wollongong |
| Выпуск | 1 |
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