Information Systems Service Quality: An Examination of User Expectations

This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the...

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Bibliographic Details
Published in:American journal of business 2008-10, Vol.23 (2), p.37-42
Main Authors: Miller, Robert E., Brooks, Nita G., Jones, Thomas W., Winick, Lee
Format: Article
Language:English
Subjects:
Consumers
Customer services
Expectations
Field study
Information systems
Perceptions
Quality of service
Questionnaires
Response rates
Service quality
Studies
User expectations
User training
Users
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Description
Summary:This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the results also indicate that expectations can differ due to age and gender. The paper discusses the implications of these results, along with ways that management can use this information to better influence user expectations.
ISSN:1935-519X
1935-5181
1935-5181
DOI:10.1108/19355181200800008