Longitudinal Measurement of Service Quality in Information Systems: A Case Study
نویسندگان
چکیده
Using SERVQUAL, IS service quality was measured twice, at a one year interval, in a large accounting auid information management consulting firm. After the first measurement, IS management used the , results to initiate several actions to improve service quality. The second measurement indicated that service quality improved. The managerial actions that preceded the increase in service quality are reported and discussed.
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