Service Quality Measurement in Information Systems

Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) scales based on dimensionality (ED) and desire-disconfirmation (DD) Using SERVQUAL+ instrument data collected from 321 IS users, developed ED DD using contemporary methods, such as LISREL-based CFA. We proposed empirically validated following two new constructs: Service Adequacy (difference expected perceived service) Superiority desired service). Our results indicate both measures better predictive power earlier like ZOT scales. outlined several implications to practice research.