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

In this paper, we investigate the theoretical inter-relationships among three important information systems (IS) quality constructs: information quality, system quality, and service quality. DeLone and McLean formulated information quality and system quality in their 1992 IS Success Model. Following suggestions from later IS service quality studies DeLone and McLean (2003) added service quality to form a triumvirate. Unfortunately, this addition has unintentionally revealed the overall lack of integrated and consistent theorization of the relationships between different IS quality constructs in IS studies to date. To address part of the research gap, we apply a marketing exchange perspective to examine how information quality, system quality, and service quality can be inter-related with each other under different service contexts involving IS. Finally, an integrated IS quality model is proposed for empirical testing. We hope this study can contribute toward coherent theory development of integrating IS quality elements.