Using SERVQUAL, IS service quality was measured twice, at a one year interval, in a large accounting and information management consulting firm. After the first measurement, IS management used the results to initiate several actions to improve service quality. The second measurement indicated that service quality improved. The managerial actions that preceded the increase in service quality are reported and discussed.
Pitt, Leyland; Watson, Richard; King, Ruth; Hartman, Amir; Hartzel, Kathleen; Papageorgiou, Elena; and Gerwing, Timothy, "Longitudinal Measurement of Service Quality in Information Systems: A Case Study" (1994). ICIS 1994 Proceedings. 46.