A comparison of Magal's service quality instrument with SERVPERF

被引：46

作者：

Landrum, Hollis

Prybutok, Victor R.

Zhang, Xiaoni ^{[1
]}

机构：

[1] No Kentucky Univ, Coll Informat, Dept Business Informat, Highland Hts, KY 41099 USA

[2] Coll Business Adm, Informat Technol & Decis Sci Dept, Denton, TX 76203 USA

[3] USA, Engineer Res & Dev Ctr, Vicksburg, MS 39180 USA

来源：

INFORMATION & MANAGEMENT | 2007年 / 44卷 / 01期

关键词：

service quality; usefulness; user self-efficacy; information quality; SERVQUAL; SERVPERF;

D O I：

10.1016/j.im.2006.11.002

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

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. (c) 2006 Elsevier B.V. All rights reserved.

引用

页码：104 / 113

页数：10

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