User Satisfaction and Service Quality of the IS Department: Closing the Gaps

Authors

Richard T Watson, University of Georgia, Athens, Georgia, USA
Leyland F. Pitt, Henley Management College, Henley on Thames, UK
Chris J. Cunningham, Henley Management College, Henley on Thames, UK
Deon Nel, Aston University, Birmingham, UK

Document Type

Research Article

Abstract

Measurement and management of user satisfaction with information systems (IS) have been issues of concern for practitioners and academics in the field for some time. This paper introduces the ‘Gaps’ approach to service quality, a topic widely discussed in the marketing literature, and proposes that a similar approach is applicable in the IS domain. The user gap is explained and its measurement suggested, and the other gaps within the IS arena are described and their causes and cures addressed.

DOI

10.1177/026839629300800406

Recommended Citation

Watson, Richard T; Pitt, Leyland F.; Cunningham, Chris J.; and Nel, Deon (1993) "User Satisfaction and Service Quality of the IS Department: Closing the Gaps," Journal of Information Technology: Vol. 8: Iss. 4, Article 6.
DOI: 10.1177/026839629300800406
Available at: https://aisel.aisnet.org/jit/vol8/iss4/6