Information system quality: An examination of service-based models and alternatives

Service quality as a component of overall Information Systems quality is examined. Three related studies test the SERVQUAL and related instruments (SERVPERF and Importance-weighted SERVPERF) using Information System users. SERVPERF outperformed SERVQUAL in all three studies.;An alternative, tool-based model of Information Systems quality is proposed. This framework is theoretically justified, then empirically tested. The tool-based questionnaire strongly predicted overall system quality-yielding results superior to those obtained by either SERVQUAL or SERVPERF instruments. Analyses of path models confirm the validity of the proposed model.;The service component of Information Systems was found inconsistent with the service construct as defined in the marketing services literature. Information system users employed alternative definitions of quality, perceived Information Systems to be mixed-goods, and associated increased user-IS personnel interaction with decreased system quality.