A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement.
James J. JiangGary KleinSuzanne M. CramptonPublished in: Decis. Sci. (2000)
Keyphrases
- service quality
- information systems
- user satisfaction
- confirmatory factor analysis
- structural equation modeling
- measurement model
- customer satisfaction
- electronic commerce
- service providers
- information quality
- competitive advantage
- quality of service
- information technology
- data mining
- competitive environment
- online shopping
- social interaction
- databases
- job satisfaction
- expert systems
- incident management