An Examination of Information Systems Service Quality Measurement: The Contribution of the SERVQUAL Instrument from the Marketing Literature.
Dwayne WhittenPublished in: AMCIS (2003)
Keyphrases
- service quality
- information systems
- customer satisfaction
- user satisfaction
- customer loyalty
- information quality
- service providers
- customer support
- electronic commerce
- competitive environment
- marketing strategies
- competitive advantage
- online shopping
- call center
- data mining
- technology acceptance
- decision making
- data mining technology
- customer relationship management
- information technology
- knowledge management
- end users
- job satisfaction
- expert systems
- website
- real time
- incident management