Due to the increasing service component of information technology, service quality measurement has become increasingly important for IS practitioners as they attempt to increase service quality to customers. The measurement of service quality in IS evolved from the research done in the marketing literature. The SERVQUAL instrument has evolved to become the most commonly used measurement instrum...

Considerable debate in marketing has challenged the conceptual and psychometric properties of the SERVQUAL measure of service quality and drawn into question the instrument’s practical value. One of the most noticeable outcomes of this debate has been the development and testing of an improved SERVQUAL instrument by Parasuraman, Zeithaml, and Berry (1994b). This new scale, SERVQUAL+, demonstrat...

Healthcare is one of India’s largest sectors, in terms of revenue and employment, and one can well witness the sector to expand rapidly. With the fast growing purchasing power, Indian patients are willing to pay more to avail health care services of international standard. In the era of globalization and heightened competition, it has been observed that delivery of quality service is imperative...

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...