Measuring IS Service Quality in the Context of the Service Quality-User Satisfaction Relationship

Authors

Yong Jin Kim, SUNY BinghamtonFollow
Mike (Tae-In) Eom, The University of PortlandFollow
Joong Ho Ahn, Seoul National UniversityFollow

Abstract

There is little research regarding the relationship between IS service quality and user satisfaction, the most frequently used surrogate for information systems success. The current study is designed to investigate three ways of measuring service quality (i.e., confirmation/disconfirmation, perception-only, and overall assessment) and shed light on the relationship between service quality and user satisfaction. The results imply that when managers try to measure service quality to improve their service, they have to be cautious in ruling out or selecting one way or another of measuring service quality. The current research also clearly shows that mangers have to take care of the service quality to enhance user satisfaction. The models and results are discussed.

Recommended Citation

Kim, Yong Jin; Eom, Mike (Tae-In); and Ahn, Joong Ho (2005) "Measuring IS Service Quality in the Context of the Service Quality-User Satisfaction Relationship," Journal of Information Technology Theory and Application (JITTA): Vol. 7: Iss. 2, Article 6.
Available at: https://aisel.aisnet.org/jitta/vol7/iss2/6