Evaluation of service quality of information systems

Abstract

We discuss a new instrument proposed for evaluating the quality of IS service processes and the quality of the people involved in addition to the more common evaluation of the end-product i.e. the information system. Our proposal is based on an explorative review of marketing literature on the concept of service quality and the scales for measuring consumers' perceptions of it. The findings are compared with measures proposed in information systems literature to evaluate information systems success, especially user information satisfaction. Evidence of the new scale's reliability and validity is presented based on a sample of 507 users of IS services in three large Finnish companies. These tests indicate that the users' perceptions of service processes and the people involved should he based on different factors, and that these perceptions differ significantly from the perceptions of the quality of the end-product. Furthermore, it appears essential to use different scales for the different IS services; development, operations, and end-user support.<>