Title: Levels of analysis issues relevant in the assessment of information systems service quality

Authors: Robert E. Miller, Bill C. Hardgrave, Thomas W. Jones

Addresses: Department of Accounting/MIS, Ashland University, Ashland, OH 44805, USA. ' Department of Information Systems, University of Arkansas, Fayetteville, AR 72701, USA. ' Department of Information Systems, University of Arkansas, Fayetteville, AR 72701, USA

Abstract: To date, researchers in Information Systems (IS) and other disciplines have exhausted a considerable amount of effort devising measures of service quality. Given this extensive work, it is interesting to note that levels of analysis issues have not been discussed. To address this deficiency, this paper defines levels of analysis and applies the concept to the assessment of service quality. Issues related to specifying the level of analysis are discussed, including the level of theory, data collection, and statistical analysis. Additionally, the use of service quality in unit-level models is discussed, with special emphasis given to issues of data aggregation.

Keywords: services; service quality; levels of analysis; standards; composition models; data aggregation; information systems; data collection; statistical analysis.

DOI: 10.1504/IJSS.2008.016081

International Journal of Services and Standards, 2008 Vol.4 No.1, pp.1 - 15

Published online: 05 Dec 2007 *

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