Quality of IS in Services: Theory and Validation of Constructs for Service, Information, and System

IS quality aspects have been important in IS research and practice. In DeLone and McLean’s 2003 IS Success Model (ISM), the quality of information, system, and service are treated as independent determinants of user IS satisfaction and behavioral intention. Although numerous quality measures have been developed, most lack theoretical grounding and systematic content validation. Increasing use of IT in services adds complexities for defining appropriate content domains for the traditional IS quality constructs. This paper starts with a literature review of IS quality constructs. Then, it applies a marketing exchange theory perspective to identify potential variants of IS quality nomologies for different service contexts. A theoretical modification of ISM is proposed. Finally, as a part of the research-in-progress, an empirical validation of the content of IS quality measures is provided. This study aims to establish a solid theoretical and empirical foundation for coherent development and application of IS quality measures.