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A service quality and success model for the information service industry

机译：信息服务行业的服务质量和成功模式

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In order to justify the cost of information systems and information centers, it is critical that reliable instruments be developed to measure service quality and consequent success. In this study, a modified version of SERVQUAL, the most popular service quality instrument, was examined to reduce/eliminate problems reported with the instrument. Also, a model for library success was developed to identify how service quality relates to other variables associated with success. A mail survey was conducted on end users at two US Army Corps of Engineers libraries. The results indicate that service quality is best measured with a performance score-based version of SERVQUAL than that based on difference score. Also, measuring importance may be as critical as measuring expectations for management purposes. The library success model with the four variables of system quality, information quality, service quality and usefulness was validated, highlighting service quality as an important factor in success. Making use of the results of this study, a new instrument, ISYSCESS, was developed to measure variables associated with information system success.
机译：为了证明信息系统和信息中心的成本合理，开发可靠的工具来衡量服务质量和随之而来的成功至关重要。在这项研究中，对SERVQUAL（最流行的服务质量仪器）的修改版本进行了检查，以减少/消除该仪器报告的问题。此外，还开发了图书馆成功的模型，以识别服务质量如何与成功相关的其他变量。对两个美国陆军工程兵图书馆的最终用户进行了邮件调查。结果表明，与基于差异评分的服务质量相比，使用基于性能评分的SERVQUAL可以更好地衡量服务质量。同样，出于管理目的，衡量重要性可能与衡量期望一样重要。验证了具有系统质量，信息质量，服务质量和实用性四个变量的图书馆成功模型，强调了服务质量是成功的重要因素。利用这项研究的结果，开发了一种新的工具ISYSCESS来测量与信息系统成功相关的变量。

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