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Information Systems Management Volume 30, 2013 - Issue 3
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ISS-QUAL: A Measure of Service Quality for the Information Systems Function

Robert E. Miller Department of Business Information Systems, Central Michigan University, Mt. Pleasant, Michigan, USACorrespondence[email protected]
,
Bill C. Hardgrave College of Business, Auburn University, Auburn, Alabama, USA
&
Thomas W. Jones Department of Information Systems, University of Arkansas, Fayetteville, Arkansas, USA
Pages 250-262 | Published online: 22 Jul 2013
 
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Abstract

This article details the development and validation of ISS-QUAL, a measure of service quality for the Information Systems function. The ISS-QUAL measure is based on a theoretical model which operationalizes service quality as the comparison of expectations and perceptions across three factors: service delivery, service product, and service environment. The article concludes by reporting the results of a comparison between ISS-QUAL and SERVQUAL, in which ISS-QUAL is shown to have greater explanatory power.

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