Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions.
Hollis T. LandrumVictor R. PrybutokXiaoni ZhangDaniel A. PeakPublished in: Informing Sci. Int. J. an Emerg. Transdiscipl. (2009)
Keyphrases
- service quality
- relative importance
- user satisfaction
- customer satisfaction
- service providers
- electronic commerce
- information systems
- online shopping
- information quality
- quality of service
- competitive advantage
- end users
- social media
- real time
- call center
- competitive environment
- technology acceptance
- customer loyalty
- structural equation modeling
- incident management
- user generated content
- user feedback
- user interaction
- information retrieval systems
- databases