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Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services

机译：使用SERVQUAL措施评估信息系统服务质量的警告

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摘要

The SERVQUAL questionnaire (Parasuraman, Zeithaml, & Berry, 1988) is one of the preeminent instruments for measuring the quality of services as perceived by the customer. In a recent Decision Sciences article, Kettinger and Lee (1995) suggested the use of a modified SERVQUAL instrument to assess the quality of the services supplied by an information services provider. However, a number of problems with the SERVQUAL instrument are discussed in the literature. This article provides an illustrative example utilizing data collected from 138 executive and information systems professional customers of a multibillion dollar information services provider in order to examine the validity and reliability of Kettinger and Lee's (1995) modified SERVQUAL instrument. Results of analyses do not confirm the findings of Kettinger and Lee. Moreover, it appears that the use of difference scores in calculating SERVQUAL contributes to problems with the reliability, discriminant validity, convergent validity, and predictive validity of the measure. These findings suggest that caution should be exercised in the use of SERVQUAL scores and that further work is needed in the development of measures for assessing the quality of information services.
机译：SERVQUAL调查表（Parasuraman，Zeithaml和Berry，1988年）是衡量客户感知的服务质量的杰出工具之一。 Kettinger和Lee（1995）在最近的Decision Sciences文章中建议使用改良的SERVQUAL仪器来评估信息服务提供商所提供服务的质量。但是，文献中讨论了SERVQUAL仪器的许多问题。本文提供了一个示例性示例，该示例利用从数十亿美元信息服务提供商的138位执行和信息系统专业客户收集的数据，来检查Kettinger和Lee（1995）修改后的SERVQUAL仪器的有效性和可靠性。分析结果无法确认Kettinger和Lee的发现。此外，似乎在计算SERVQUAL时使用差异评分会导致度量的可靠性，判别效度，收敛效度和预测效度问题。这些发现表明，在使用SERVQUAL评分时应谨慎行事，在制定评估信息服务质量的措施时需要进一步的工作。

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  • 来源
    《Decision sciences》 |1999年第3期|877-891|共15页
  • 作者

    Thomas P. Van Dyke; Victor R. Prybutok; Leon A. Kappelman;

  • 作者单位

    Department of Management (MIS) College of Business and Economics University of Nevada Las Vegas 4505 Maryland Parkway Las Vegas NV 89154–6009 E-mail;

    vandyke@ccmail.nevada.edu;

    Business Computer Information Systems Department College of Business Administration University of North Texas Denton TX 76203–3677 E-mail;

    kapp@unt.edu;

    Business Computer Information Systems Department College of Business Administration University of North Texas Denton TX 76203–3677 E-mail;

    kapp@unt.edu;

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  • 原文格式 PDF
  • 正文语种 eng
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  • 关键词

    Management Information Systems; Quality Control; Service Operations; Service Quality.;

    机译：管理信息系统;质量控制;服务运营;服务质量。;

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