PACIS 2022 Proceedings

Paper Number

1153

Abstract

Although services are often provided as hybrids containing digital (e.g., online-registration) and physical (e.g., on-site appointment) service components, we lack appropriate instruments that could measure the quality of hybrid services across different types of organizations. Building on prior literature in service quality measurement, we develop and validate an instrument to measure service recipient’s perceptions of quality in hybrid services that can be used by organizations in the public and private sector. The key contribution of this paper is the Technology, Information, Human, Process framework (TIHP), a measurement instrument with four quality dimensions and 28 quality attributes. Our empirical validation with answers from 121 service recipients supports the psychometric validity of this instrument. We discuss how the TIHP framework can be useful to governments, practitioners, and researchers alike.

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