Education industry is considered as one of the most dominant industrial sectors in modern economy. As a significant service sector in modern times there is much concern from the part of both academics and practitioners regarding the enhancement of its client satisfaction which in this case is considered as students’ satisfaction. This study is aimed at using Parasuraman’s SERVQUAL model to find...

Adding to the debate regarding use of the disconfirmation approach in assessment of IS effectiveness, this chapter explores the role that expectations play in defining stakeholders’ evaluations. A trial was conducted with a diverse group of participants in a tertiary institution where each was required to complete two questi nnaires that were derived from the SERVQUAL instrument. The first comp...

The role of service quality has become critical to the success of organizations. Therefore, it is important to use a reliable instrument to measure information service quality. SERVQUAL is a popular instrument for doing this, but, though widely used, it has been criticized for its reliability and validity. Use of the performance measures from SERVQUAL to form SERVPERF has addressed some of thes...

In this research note, we join the debate between Van Dyke, Kappelman, and Prybutok and Pitt, Watson, and Kavan pertaining to the conceptual and empirical relevance of SERVQUAL as a measure of IS service quality. Adopting argurnents from marketing, Van Dyke et al. (1997) question the SERVQUAL gap measurement approach, the interpretation and operationalization of the SERVQUAL expectation constru...

BACKGROUND Higher education is growing fast and every day it becomes more and more exposed to globalization processes. The aim of this study was to determine the quality gap of educational services by using a modified SERVQUAL instrument among students in Hormozgan University of Medical Sciences. METHODS A cross-sectional study was carried out at Hormozgan University of Medical Sciences in 20...

A recent MIS Quarterly article rightfully points out that service is an important part of the role of the information systems (IS) department and that most IS assessment measures have a product orientation (Pitt et al. 1995). The article went on to suggest the use of an /S-contextmodified version of the SERVQUAL instrument to assess the quality of the services supplied by an information service...

Higher education is growing fast and every day it becomes more and more exposed to globalization processes. The aim of this study was to determine the quality gap of educational services by using a originally SERVQUAL instrument among students in Faculty of Law Osijek. In this study, a total of 479 students were selected randomly and asked to complete a questionnaire that was designed according...