Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire.
Thomas P. Van DykeLeon A. KappelmanVictor R. PrybutokPublished in: MIS Q. (1997)
Keyphrases
- service quality
- information systems
- information quality
- user satisfaction
- customer satisfaction
- online shopping
- service providers
- electronic commerce
- quality of service
- information technology
- technology acceptance
- competitive environment
- incident management
- structural equation modeling
- competitive advantage
- internet shopping
- real time