Evaluation approaches of information systems service quality

This paper has built a new evaluation approach (called SQ-Atten) based on summary and comparative study of the four traditional service quality assessment instruments. SQ-Atten has a new term attention, which has similar function with zone of tolerance (ZOT). It can analyze the users´ satisfaction using the score of attention and performance, and has less difficult than that of ZOT in collecting data. It has data predictive ability and richer data than SERVPERF. Also, it measures the same 44 items as SERVQUAL, but has higher data reliability because of without measuring expectation and difference operation.