Journal of Information Technology Theory and Application (JITTA)


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.