Authors: Hollis T. Landrum, Victor R. Prybutok, Daniel A. Peak, Hong Qin
Addresses: US Army Engineer Research and Development Center, 407 Lake Forest, Vicksburg, MS 39183, USA. ' College of Business Administration, Information Technology and Decision Sciences Department, University of North Texas, P.O. Box 305249, Denton, TX 76203, USA. ' College of Business Administration, Information Technology and Decision Sciences Department, University of North Texas, P.O. Box 305249, Denton, TX 76203, USA. ' College of Business Administration, University of Texas-Pan American, 1201 West University Drive, Edinburg, TX 78539, USA
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.
Keywords: service quality; importance scales; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; SERVPERF; importance ratings; information services; quality measures; perceptions; information systems; library users; libraries; R&D; research and development; engineering research; US Army; Corps of Engineers; USA; Vicksburg; Little Rock; Mississippi; United States; Arkansas; standards.
International Journal of Services and Standards, 2010 Vol.6 No.3/4, pp.295 - 307
Available online: 18 Feb 2011Full-text access for editors Access for subscribers Purchase this article Comment on this article