Journal of Information Technology Theory and Application (JITTA)


The growth of end-user computing has led to an awareness of the need to evaluate the quality of services provided by the information systems function. This paper discusses the two primary schools of thought or approaches concerning service quality. While the disconfirmation-based approach conceptualizes service quality as “similar to an attitude, the performance-based approach conceptualizes service quality as “attitude-based.” The literature concerning the application of both service quality approaches in an IS context are discussed and analyzed. Special attention is paid to the service orientation of IS employees as they relate to IS users. Prescriptions for improvements to the quality of IS service are suggested in four management areas: 1) service orientation of IS providers, 2) training/education of IS providers and IS users, 3) reward system for IS employees, and 4) linking IT strategy to business strategy. Lastly, SERVQUAL and SERVPERF are discussed as two quantitative measures of IS service quality.