DocumentCode
2093232
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
fYear
2010
fDate
4-6 Dec. 2010
Firstpage
3355
Lastpage
3358
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Information Science and Engineering (ICISE), 2010 2nd International Conference on
Conference_Location
Hangzhou, China
Print_ISBN
978-1-4244-7616-9
Type
conf
DOI
10.1109/ICISE.2010.5689008
Filename
5689008
Link To Document