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Service Quality Measurement in Information Systems: An Expectation and Desire Disconfirmation Approach

Year: 2021

Type: article

Abstract: Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

Source: Journal of Global Information Management

DOI: 10.4018/jgim.20211101.oa30

Authors: Ankit Kesharwani, Venkatesh Mani, Jighyasu Gaur, Samuel Fosso Wamba, Sachin S. Kamble

Institutions: Indian Institute of Foreign Trade, Université de Montpellier, MBS School of Business, T A Pai Management Institute, TBS Education, Ecole des Hautes Etudes Commerciales du Nord

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W3171237109

FWCI: 2.093

Cites: 49

Cited by: 21

Related to: 10