A comparison of Magal's service quality instrument with SERVPERF

The role of service quality has become critical to the success of organizations. Therefore, it is important to use a reliable instrument to measure information service quality. SERVQUAL is a popular instrument for doing this, but, though widely used, it has been criticized for its reliability and va...

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Bibliographic Details
Published in:Information & management 2007, Vol.44 (1), p.104-113
Main Authors: Landrum, Hollis, Prybutok, Victor R., Zhang, Xiaoni
Format: Article
Language:English
Subjects:
Comparative analysis
Exact sciences and technology
Information and communication sciences
Information quality
Information science. Documentation
Information service management
Information systems
Library and documentation centre management
Quality of service
Sciences and techniques of general use
Service quality
SERVPERF
SERVQUAL
Studies
Usefulness
User self-efficacy
User service management
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Summary:The role of service quality has become critical to the success of organizations. Therefore, it is important to use a reliable instrument to measure information service quality. SERVQUAL is a popular instrument for doing this, but, though widely used, it has been criticized for its reliability and validity. Use of the performance measures from SERVQUAL to form SERVPERF has addressed some of these issues. However, Magal's instrument on information center success was found effective within a service context because of its service orientation. In our study, we therefore compared Magal's instrument with the SERVPERF instrument in predicting satisfaction and usefulness; we found that Magal's instrument had predictive advantages in determining future usefulness and satisfaction. An important result was to show that our results supported the use of Magal's instrument as an alternative to SERVQUAL for researchers and managers interested in service quality assessment.
ISSN:0378-7206
1872-7530
DOI:10.1016/j.im.2006.11.002