A note on SERVQUAL reliability and validity iin information system service quality measurement

Today's information system. function includes a large service component. Recent research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. To further examine the appropriateness of the SERVQUAL measure, a large industry sample serves to verify the anticipated structure of the instrument. In addition, a high correlation with a common measure of user satisfaction indicates that the SERVQUAIL metric may indeed represent accurate views of user perception. As such, the SERVQUAL instrument. can serve as a useful indicator for information, system managers attempting to identify areas of needed service improvement and to researchers seeking A success measure of information system services.