Is Service Quality and Culture: An Empirical Investigation

Abstract

The purpose of this research is to examine the relationship between organizational culture and IS service quality. To accomplish this, questionnaires were developed for use in field research. A questionnaire based upon the Competing Values Model of Culture was used to assess aspects of organizational culture in IS organizations. A second questionnaire, administered to these organizations' users, was used to assess their perceptions of IS service quality. Analysis of the results not only supports the existence of this relationship but further suggests that IS service providers emphasizing entrepreneurship, creativity, adaptability, and dynamism can improve user perceptions of IS service quality and facilitate success.

• Organizational Culture
• IS Service Quality
• Information Systems (IS) support
• Competing Values Model
• Group
• Adhocracy
• Hierarchy
• Rational