Title :
Validating SERVQUAL in information system empirical results from an e-learning system
Author :
Wang, Ruobin ; Zhang, Mengmeng ; Ma, Shilai
Author_Institution :
School of Management and Economics, Beijing Institute of Technology, Computer and Network Center, North China University of Technology, China
Abstract :
User´s experiences are affected by service quality of information systems. Hence, measurement on information system service quality is urgently needed for the related quantitative research. An empirical study is proceeded to validate an IS-adapted SERVQUAL model in the context of e-learning system use. The data from a survey on e-learning system users are employed to validate the model with confirmatory factor analysis. Results show that the IS-adapted SERVQUAL model bears good fitness and effectiveness, and it can be used in future research relating to service quality.
Keywords :
Adaptation model; Context; Correlation; Data analysis; Electronic learning; Reliability; CFA; SEM; SERVQUAL; information system; service quality;
Conference_Titel :
Information Science and Engineering (ICISE), 2010 2nd International Conference on
Conference_Location :
Hangzhou, China
Print_ISBN :
978-1-4244-7616-9
DOI :
10.1109/ICISE.2010.5689008
