Information Systems Service Quality: An Examination of User Expectations
ISSN: 1935-519X
Article publication date: 28 October 2008
Issue publication date: 28 October 2008
Abstract
This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the results also indicate that expectations can differ due to age and gender. The paper discusses the implications of these results, along with ways that management can use this information to better influence user expectations.
Keywords
Citation
Miller, R.E., Brooks, N.G., Jones, T.W. and Winick, L. (2008), "Information Systems Service Quality: An Examination of User Expectations", American Journal of Business, Vol. 23 No. 2, pp. 37-42. https://doi.org/10.1108/19355181200800008
Publisher
:Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited