Title of article :
The moderating effect of occupation on the perception of information services
quality and success
Author/Authors :
Hollis Landrum، نويسنده , , 1، نويسنده , , Victor R. Prybutok، نويسنده , , 2، نويسنده , , Xiaoni Zhang، نويسنده , , *، نويسنده ,
Issue Information :
ماهنامه با شماره پیاپی سال 2010
Abstract :
Service quality represents a continual concern for practitioners and academicians. While traditional
applications of SERVQUAL and SERVPERF have provided fruitful results in service quality research, these
instruments are not focused on the information service area, although a number of researchers suggest
that service quality be included as an information success measure. In this study, we proposed a modified
IS success model that includes service quality as one of the success factors and examine occupation as a
moderator of that model. We examined digital information service quality delivered in army libraries and
our results contribute to the literature in several areas. We evaluate information system service quality
from the perspective of occupation (technical professionals versus administrators). We examined the
effect of occupation on perceptions as measured by SERVPERF and validate SERVPERF’s dimensions in this
environment. In addition, we assessed the moderating effect of occupation on IS success factors. Our
results validated the proposed model and provided insight into the moderating effect of occupation on
service quality and IS success factors. The results of this investigation provide practical implications
for IS service quality because they support the need to consider service delivery based on occupation.
Keywords :
Information system success , Information quality , service quality , System quality , Satisfaction
Journal title :
Computers & Industrial Engineering
Journal title :
Computers & Industrial Engineering