Using importance ratings to create an information service quality measure
by Hollis T. Landrum, Victor R. Prybutok, Daniel A. Peak, Hong Qin
International Journal of Services and Standards (IJSS), Vol. 6, No. 3/4, 2010

Abstract: This work investigates the service quality perceptions of information system users that use a library information system in an engineering research environment. This paper also examines the relationship between the relative importance allocated by the system's users to each of the five SERVQUAL dimensions as measured by the rating allocated to that dimension and the importance ratings of the individual items within the dimensions. Findings suggest that users rate the importance of system responsiveness and reliability above other service quality dimensions and the number of questions on the SERVQUAL instrument could be reduced to a smaller, more tractable set of items.

Online publication date: Fri, 18-Feb-2011

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