Measuring Information System Service Quality: SERVQUAL from the Other Side.
James J. JiangGary KleinChristopher L. CarrPublished in: MIS Q. (2002)
Keyphrases
- service quality
- information systems
- user satisfaction
- customer satisfaction
- information quality
- online shopping
- electronic commerce
- service providers
- information technology
- competitive environment
- call center
- quality of service
- social networks
- competitive advantage
- case study
- incident management
- response time
- data mining