Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions

Using a library information system in an engineering research environment, this paper investigates the service quality perceptions of professional information system users. This paper also examines the relationship between the relative importance allocated by the system’s users to each of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument) as measured by the points allocated to that dimension and the ratings provided for the individual items of the dimension. Findings suggest that users rate system responsiveness and reliability above other service quality dimensions. Moderating influences in SERVPERF include gender and pressure to perform. We conclude that (1) companies that provide client services and (2) designers of information systems that interface with users should emphasize responsiveness and reliability; in cases of limited user resources, responsiveness and reliability should be emphasized over other SERVPERF performance dimensions. We also conclude that the use of SERVPERF is nuanced and that moderating influences may affect measurement results.