The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Evaluating Service Quality Dimensions within e‑Commerce SMEs  pp155-170

Graham D. April, Shaun Pather

© Nov 2008 Volume 11 Issue 3, Editor: Dan Remenyi, pp109 - 212

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Abstract

With the continued growing investment in WWW technologies by e‑Commerce businesses the measurement of Information Systems (IS) effectiveness in this business sector has become increasingly important over the last decade. As business users, especially in the SME sector, have become reliant on outsourced IS service providers for a wide range of services, the quality of service rendered by the latter is an important issue which impacts on IS effectiveness. Researchers have since the 1990s recognised the importance of service quality as a measure of IS performance. The literature suggests that IS service delivery to e‑Commerce businesses needs to be evaluated differently to that of traditional brick‑and‑mortar businesses. There is however a paucity of research regarding IS evaluation in e‑Commerce environments, including that of the application of service quality principles. It is thus difficult for managers of IS service providers in this context to develop a complete picture of the effectiveness of the IS they deliver. This paper reports on a study which investigated whether IS service quality criteria and dimensions applied in large brick‑ and‑mortar organisations, are also applicable to SME e‑Commerce businesses in the tourism sector in South Africa. In pursuit of this objective an IS‑adapted SERVQUAL instrument was tested in an e‑Commerce SME environment. The research results indicate that, although SERVQUAL principles are applicable to the e‑Commerce SME context, the service quality dimensionality is different. The research derived four new dimensions for service quality expectations of e‑ Commerce SMEs viz., Credibility, Expertise, Availability and Supportiveness. A fifth dimension is the Tangibles dimension, which is retained from SERVQUAL. Furthermore the results indicate that the Credibility dimension was the most important dimension in this research context, while the Tangibles dimension was the least important.

 

Keywords: information systems, evaluation, e-commerce, WWW, service-quality, SME, SERVQUAL, IS outsourcing

 

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Journal Article

An Analysis of Three SERVQUAL Variations in Measuring Information System Service Quality  pp149-162

James J. Jiang, Gary Klein, Neeraj Parolia, Yuzhu Li

© Jan 2012 Volume 15 Issue 2, Editor: Shaun Pather, pp149 - 229

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Abstract

Service provided by the information system (IS) department within an organization has come to be considered a major component of IS success. The determination of service quality is considered as a comparison process between an expected level of service and the service perceived by the user. In past research, an IS adaptation of the SERVQUAL measure from the marketing literature was commonly used since it considers both the expectation and performance components of service quality. IS researchers have applied the IS SERVQUAL metric in various forms, including as a difference score, as a single component only, and as two distinct components. The choice of an IS SERVQUAL variation was usually made based on psychometric properties of the scale or explained variance. Few considered the implications that the chosen form of IS SERVQUAL variation has on the relationship between service quality and a dependent variable such as satisfaction or on the theoretical interpretation of the discrepancy theories from which service quality measure is derived. We examined the implications to research models and theory due to choosing the form based on statistical properties. The two component form holds truest to theory and still retains valued statistical properties that are important to researchers. The one component form that includes on performance considerations is still superior to the difference score model. For purposes of prediction more useful for practitioners, the single component and two component model greatly outperform the predictive ability of the difference score model, with the two component model being slightly better than the single component model.

 

Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations

 

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Journal Article

Confirmatory factor analysis of service quality dimensions within mobile telephony industry in Ghana  pp199-217

Simon Gyasi Nimako, Foresight Kofi Azumah, Francis Donkor, Veronica Adu-Brobbey

© Jul 2012 Volume 15 Issue 2, Editor: Shaun Pather, pp149 - 229

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Abstract

Due to the increasing importance and investment in modern information systems (IS) technologies, the evaluation of service quality (SQ) in information system environments has attracted significant attention and debate in the literature. Much effort ha s been made by scholars and practitioners to use IS service quality criteria and dimensions in different industry contexts. Not much attention has been devoted to using other SQ model criteria and dimensions to evaluate information systems in the mobile t elephony industry (MTI) context. This study fills the gap, and contributes to the body of knowledge in the area SQ in the MTI environment. This paper, which was a part of a larger study, sought to empirically validate SQ dimensions that are relevant to the mobile telephony industry in Ghana. It used Confirmatory Factor Analysis (CFA) to detect the underlying latent variables that significantly determine SQ in Ghanas MTI. 1000 customers were sampled from four mobile telecom operators in Ghana in a cro ss‑sectional survey that used a self‑administered structured questionnaire for data collection. The findings indicate that four emerged SQ dimensions relevant to Ghanas MTI were labelled as: Customer relations, Image, Tangibles and Real network quality. Cronbach alpha reliability for all items indicated a high value of 0.918. Service providers could conveniently use the derived instrument items for measuring service quality in Ghana Mobile Telephony industry. It concludes that aside the popular SERVQUAL, alternative SQ models model, like one conceptualised in this study, could be useful in determining SQ dimensions relevant to MTI. Limitations and directions for research are discussed.

 

Keywords: Service quality, SERVQUAL model, Technical and Functional Quality Model, mobile telephony industry, factor analysis.

 

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Journal Issue

Volume 11 Issue 3 / Nov 2008  pp109‑212

Editor: Dan Remenyi

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Keywords: B2C e-commerce, boundary objects, business-to-business integration, Caribbean, data functionality , data ownership, DeLone and McLean, developing countries, e-commerce success, economic profit, electronic surveys, evaluation methodology, Gulf Cooperative Council (GCC), information and communication technologies (ICT), inter-organizational data integration problems, IS evaluation, IS management, IS outsourcing , IS Project Management, IS success, Middle East, multi-method, Oman, product management, project management, Project Objectives Measurement Model (POMM), service levels, SERVQUAL, Small and Medium Sized Enterprises, SME, success criteria, systems science, systems thinking, traceability, WWW, service-quality

 

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Journal Issue

Volume 15 Issue 2 / Jul 2012  pp149‑229

Editor: Shaun Pather

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Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations, Technical and Functional Quality Model, mobile telephony industry, factor analysis, health information systems, evaluation, individual and organisational change management, e-health, decentralisation

 

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