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Journal articles on the topic 'Information service quality'

Author: Grafiati

Published: 4 June 2021

Last updated: 1 February 2022

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1

Jain, Vipul, and O. P. Wali. "Information Technology Service Quality Measurement: A Review." Asian Journal of Managerial Science 7, no. 3 (November 5, 2018): 18–25. http://dx.doi.org/10.51983/ajms-2018.7.3.1348.

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This is a review of the current state of research in the area of Information Technology (IT) service quality measurement. The service quality research has many available theoretical models and corresponding measurement scales. There are ongoing debates and differing viewpoints in this area that have proliferated over more than thirty years, since the mid-1980s. This article attempts to identify the available instruments for IT service quality, and summarize the debate around them. Research on electronic services is examined additionally, since much of the academic community agrees on measuring them differently from human-mediated services. The study finds that SERVQUAL, despite its documented limitations, still provides an adequate and acceptable instrument for IT service quality measurement for researchers. The field of electronic services has a multitude of available valid scales to choose from, but not a single dominating scale or theory.

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Jones, Margaret. "Providing a quality information service." ANZTLA EJournal, no. 30 (April 11, 2019): 6–12. http://dx.doi.org/10.31046/anztla.v0i30.1024.

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3

Badri, Masood A., Mohamed Abdulla, and Abdelwahab Al‐Madani. "Information technology center service quality." International Journal of Quality & Reliability Management 22, no. 8 (October 2005): 819–48. http://dx.doi.org/10.1108/02656710510617247.

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Eleyan, Amma, Ludmil Mikhailov, and Liping Zhao. "Quality-of-Service Support in Web Services Architecture." Ingénierie des systèmes d'information 9, no. 5-6 (December 24, 2004): 185–203. http://dx.doi.org/10.3166/isi.9.5-6.185-203.

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Elfa Kiswara Rahmantya, Yanneri, Ubud Salim, Djumahir, and Atim Djazuli. "Hospital’s competitive advantage through service quality, information systems and Islamic work ethics." Problems and Perspectives in Management 17, no. 2 (May 17, 2019): 193–204. http://dx.doi.org/10.21511/ppm.17(2).2019.14.

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The aim of this study is to analyze and measure the factors that influence competitive advantage seen from the quality of services, Islamic work ethics and information systems. The population of this study was all patients of BPJS participants in hospitals in Kuningan, West Java. This study uses a proportional random sampling technique to determine the sample. The respondents of this study were 115 respondents. Analysis was carried out using Partial Least Square (PLS). Results of the study prove that Islamic work ethics are positive and significant to competitive advantage. Competitive advantage can also be influenced by the hospital information system. Service quality also has a positive and significant influence on competitive advantage. Islamic work ethics, information system and service quality is a factor that can build competitive advantage in hospitals in Kuningan.

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Berkley, B. J., and A. Gupta. "Improving service quality with information technology." International Journal of Information Management 14, no. 2 (April 1994): 109–21. http://dx.doi.org/10.1016/0268-4012(94)90030-2.

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Kesharwani, Ankit, Venkatesh Mani, Jighyasu Gaur, Jighyasu Gaur, Samuel Fosso Wamba, and Sachin S. Kamble. "Service Quality Measurement in Information Systems." Journal of Global Information Management 29, no. 6 (November 2021): 1–19. http://dx.doi.org/10.4018/jgim.20211101.oa30.

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Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

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Bahl, Sanjay, and O. P. Wali. "Perceived significance of information security governance to predict the information security service quality in software service industry." Information Management & Computer Security 22, no. 1 (March 4, 2014): 2–23. http://dx.doi.org/10.1108/imcs-01-2013-0002.

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Purpose – Information security is a growing concern in society, across businesses and government. As the offshore IT services market continues to grow providing numerous benefits, there are also perceived risks with respect to the quality of information security delivered in the supply chain. This paper aims to examine, as a case, the perceptions of Indian software services provider (service provider) employees with respect to information security governance and its impact on information security service quality that is delivered to customers. Design/methodology/approach – The paper provides a framework built upon the existing dimensions and instruments for total quality management and service quality, suitably modified to reflect the context of information security. SmartPLS, a structural equation modelling technique, has been used to analyse field survey data collected from across various Indian cities and companies. Findings – Significant finding is that information security governance in an IT outsourcing company providing software services has a highly significant impact on the information security service quality, which can be predicted. The paper also establishes that there is a positive relationship collectively between elements of information security governance and information security service quality. Research limitations/implications – Since data used in this study were taken solely from the responses of employees of outsourced service companies in India, it does not show if this translates into service improvements as perceived by the customer. Practical implications – Information security governance should be made an integral part of corporate governance and is an effective strategic technique, if software outsourcing business enterprises want to achieve a competitive edge, provide client satisfaction and create trust. Originality/value – The paper presents empirical data validation of the connection between information security governance and quality of service.

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Trivedi, Dharmendra, and Atul Bhatt. "Quest for quality." Performance Measurement and Metrics 21, no. 1 (September 2, 2019): 1–17. http://dx.doi.org/10.1108/pmm-02-2019-0004.

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Purpose The purpose of this paper is to assess the expectation and perception of the users of a library of reputed special academic institute in India on quality of library services. The paper is an effort to identify a service gap within five SERVQUAL dimensions rated by the library users. Design/methodology/approach The study was conducted through a survey methodology. The survey was implemented through a questionnaire based on five SERVQUAL dimensions. The data were collected by using 22 attributes of SERVQUAL for user expectations and perceptions of special academic institute library, and the gap score between expectation and perception of users was calculated. Based on the expectation mean score and gap score of each attributes, the researchers have identified the service shortfall in five SERVQUAL dimensions. Findings The result of the study indicates that there is an overall service quality (SQ) gap in services provided by institute library. However, the library is providing relatively satisfactory services to the faculty, but it needs to enhance up to the expectation level of its services to their registered participants. From the study, the average expectation score is very high and it indicates that users expect more from the institute library, particularly in Reliability and Tangibles dimensions. Out of the total 22 SERVQUAL attributes, the result reflects that 10 SERVQUAL attributes have high expectation and high service gap. Originality/value This paper will assist libraries to improve their library services, particularly in special academic training libraries. Determining SQ has been originated from marketing discipline that has progressively shown its value in the discipline of library and information science profession. This study contributes to the emergent body associated with SQ measures in libraries. Expectation-service gap chart and expectation-service gap grid are the major contribution and rarely found in SERVQUAL literature.

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10

Antell, Karen, and Lisa Powell Williams. "Sources: Assessing Service Quality." Reference & User Services Quarterly 50, no. 2 (December 1, 2010): 191–92. http://dx.doi.org/10.5860/rusq.50n2.191.4.

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Nitecki, Danuta A. "Service quality: Research perspectives." Library & Information Science Research 27, no. 3 (June 2005): 411–13. http://dx.doi.org/10.1016/j.lisr.2005.04.008.

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Gorla, Narasimhaiah, Toni M. Somers, and Betty Wong. "Organizational impact of system quality, information quality, and service quality." Journal of Strategic Information Systems 19, no. 3 (September 2010): 207–28. http://dx.doi.org/10.1016/j.jsis.2010.05.001.

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Rands, Tony. "Information Technology as a Service Operation." Journal of Information Technology 7, no. 4 (December 1992): 189–201. http://dx.doi.org/10.1177/026839629200700402.

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Research into service management has revealed concepts and ideas which may be usefully applied in other management settings. In order to evaluate their potential relevance to managing information technology (IT), several aspects of service management are explored, including the nature of service products, customer-supplier contact, the design of service delivery systems, and measuring and achieving service quality. Some ideas have already been applied to IT, but others could also be relevant. These include examining contacts between users and IT specialists, using process flow charts to design IT services, and employing service quality measures in IT management. A general model is proposed for managing IT service quality; the application of this model at the strategic level of firms is examined.

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Chen, Liang, Fenfang Xie, Zibin Zheng, and Yaoming Wu. "Predicting Quality of Service via Leveraging Location Information." Complexity 2019 (April 11, 2019): 1–16. http://dx.doi.org/10.1155/2019/4932030.

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QoS (Quality of Service) (our approach can be applied to a wide variety of services; in this paper, we focus on Web services) performance is intensively relevant to locations due to the network distance and the Internet connection between users and services. Thus, considering the location information of services and users is necessary. However, the location information has been ignored by most previous work. In this paper, we take both services’ and users’ location information into account. Specifically, we propose a location-aware QoS prediction approach, called LANFM, by exploiting neural network techniques and factorization machine to improve user-perceived experience. First of all, the information (e.g., id and location) of services and users is expressed as embedding vectors by leveraging neural network techniques. Then, the inner product of various embedding vectors, along with the weighted sum of feature vectors, is used to predict the QoS values. It should be noted that the inner product operation could capture the interactions between services and users, which is helpful to predict QoS values of services that have not been invoked by users. A collection of extensive experiments have been carried out on a real-world dataset to validate the effectiveness of the LANFM model.

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Al-Hubaishi, Hajar Saeed, Syed Zamberi Ahmad, and Matloub Hussain. "Exploring mobile government from the service quality perspective." Journal of Enterprise Information Management 30, no. 1 (February 13, 2017): 4–16. http://dx.doi.org/10.1108/jeim-01-2016-0004.

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Purpose The purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services, there is lack of a comprehensive framework of mobile government service quality. Researchers and practitioners must outline a taxonomy of mobile government service quality before they can begin to test their effects empirically. It cannot be assumed that e-government is the same as m-government. Therefore, it is important to understand the dimensions that affect mobile government service quality. Design/methodology/approach Mobile government service quality dimensions were extracted from the literature on m-government from its development and transition from e-government to service models being used. This helps understand what service quality dimensions are necessary when creating more efficient, reliable, and responsible forms of m-government. The dimensions are demonstrated within a holistic framework of m-government service quality, presented for both academic and practitioner appreciation. Findings This paper identifies 20 mobile government service quality sub-dimensions classified within six dimensions. Originality/value The literature on mobile government service quality is scarce. With the expectation of mobile subscriptions worldwide reaching 8 billion by 2016, it is the most lucrative time to be researching how the design of mobile government affects service quality. This paper is the first to provide information on m-government service quality dimensions available for assessment.

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Bruhn, Manfred, and Dominik Georgi. "Information-based analysis of service quality gaps-managing service quality by internal marketing." Services Marketing Quarterly 21, no. 2 (2000): 105–24. http://dx.doi.org/10.1080/15332969.2000.9985422.

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Bruhn, Manfred, and Dominik Georgi. "Information-Based Analysis of Service Quality Gaps–Managing Service Quality by Internal Marketing." Journal of Professional Services Marketing 21, no. 2 (September 11, 2000): 105–24. http://dx.doi.org/10.1300/j090v21n02_08.

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Mohammad Salameh, Anas Abdelsatar, Hartini Ahmad, Faisal Zulhumadi, and Faruq Muhammad Abubakar. "Relationships between system quality, service quality, and customer satisfaction." Journal of Systems and Information Technology 20, no. 1 (March 12, 2018): 73–102. http://dx.doi.org/10.1108/jsit-03-2017-0016.

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Purpose This study aims to explore the impact of system quality dimensions, namely, ease of use, accessibility, interactivity and website innovativeness on service quality (SQ) and customer satisfaction. Design/methodology/approach The study used a quantitative approach, by using a survey method. The unit of analysis was the individual. A total of 618 questionnaires were randomly distributed to university students and staff in Jordan. The partial least square path-modeling method was used in the estimation of causal relationships of the constructs examined in the study. Findings The outcomes of this study showed that ease of use, interactivity and website innovativeness have significant positive relationships with the SQ. Consequently, SQ significantly influences customer satisfaction. Research limitations/implications Limitations of this research were related to the unit of analysis, as it was conducted within the geographical region of Jordan and the university context, where the culture and level of the technological advancement may be different than other countries. Practical implications This research can assist mobile commerce (m-commerce) service policymakers to formulate significant policies that could enhance the nature of services being rendered and thus bring greater benefits to the customers. Originality/value This research has extended the body of knowledge on emerging trends in m-commerce innovation adoption, more specifically in the university context. Furthermore, it offers insight on the importance of m-commerce in the minds of customers, in such a way that it will bring about the intention to repeat patronage in the future.

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Ho, Chien-Ta, and Chung-Lun Wei. "Effects of outsourced service providers’ experiences on perceived service quality." Industrial Management & Data Systems 116, no. 8 (September 12, 2016): 1656–77. http://dx.doi.org/10.1108/imds-01-2016-0015.

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Purpose The purpose of this paper is to propose a framework to examine experiences of an information technology/information systems (IS) outsourcing service supplier as a signal of perceived service quality and to consider the moderating effects of information asymmetries and signal credibility. Design/methodology/approach Drawing on signaling theory, the paper integrates past experiences of an outsourcing service supplier, information asymmetries, signal credibility, perceived service quality, and purchase intention into a model. Questionnaires were collected in Taiwan, and partial least-squares technique was employed to test the model. Findings The results indicate that past experiences of an IS outsourcing supplier affect perceived service quality, which subsequently influences positively the intention to purchase IS outsourcing services. In addition, signal credibility moderates the relationship between the provider’s past experiences and perceived service quality, though information asymmetries do not have significant effect on the hypothesized moderating relationship. Originality/value This research enriches the extant literatures in signaling theory by demonstrating the few-mentioned IS outsourced suppliers’ experiences as a quality signal as well as in outsourcing contexts with signaling perspectives. The empirical findings validate the importance of dissemination and investment of past experiences for IS provider companies and give a cue of utilizing providers’ experiences to alleviate uncertainty when assessing IS service quality and purchasing outsourcing services for client companies.

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Huang, Jie, and Katherine Wong. "Technical services and user service improvement." Library Management 27, no. 6/7 (July 1, 2006): 505–14. http://dx.doi.org/10.1108/01435120610702486.

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PurposeFrom the cataloging librarians' point of view, this paper aims to present how technical services, especially the cataloging department, can play important roles in the improvement of user services.Design/methodology/approachThe paper examines the practices of the University of Oklahoma Libraries.FindingsThe paper identifies several aspects in which technical services can enhance the quality of user services, especially in the cataloging department. A library's online catalog becomes the first point of access to the library's information resources. Its quality can be improved and enriched in many ways to raise users’ satisfaction. Aside from the improvement in technical aspects, efforts should also be made to promote collaboration between technical and public services so as to ensure efficient processing of materials and to meet the needs of library users.Originality/valueThe value of the paper is in showing that the quality of an online catalog and the cooperation between public and technical services are two of the key factors in achieving high quality of user services.

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Furey, Timothy R. "How information power can improve service quality." Planning Review 19, no. 3 (March 1991): 24–26. http://dx.doi.org/10.1108/eb054325.

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Braumandl, R., A. Kemper, and D. Kossmann. "Quality of service in an information economy." ACM Transactions on Internet Technology 3, no. 4 (November 2003): 291–333. http://dx.doi.org/10.1145/945846.945847.

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Fleischman, Gary M., Eric N. Johnson, and Kenton B. Walker. "An Exploratory Examination of Management Accounting Service and Information Quality." Journal of Management Accounting Research 29, no. 2 (October 1, 2016): 11–31. http://dx.doi.org/10.2308/jmar-51614.

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ABSTRACT We develop and test a scale to measure perceptions of management accounting service information and quality. We use a theoretical framework adapted from Grönroos's (1978, 1983, 1984, 1990) service quality model that relates functional, technical, and image dimensions of service to perceived overall service quality. We develop constructs related to functional, technical, and image quality using questions derived from the accounting literature regarding the desirable characteristics of accountants and their information provision services. We test our predictions using survey data from 116 experienced business professionals. Results indicate that management accounting service quality can be mapped into functional, technical, and image dimensions. Furthermore, technical quality is more important to users than functional quality, and image quality partially mediates the technical and functional quality dimensions in forming user perceptions of overall service quality.

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Barhoumi, Chokri. "User acceptance of the e-information service as information resource." New Library World 117, no. 9/10 (October 10, 2016): 626–43. http://dx.doi.org/10.1108/nlw-06-2016-0045.

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Purpose The purpose of this paper is to extend significantly the technology acceptance model (TAM) of Davis to design an extended TAM model to be used in the evaluation and assessment of e-information services for information research such as e-library services. The present TAM extension is based on two variables of behavioral intention: the perceived ease of use and perceived usefulness of a system. Furthermore, the user satisfaction, free access, information architecture, content richness, policies and rules, publishers’ quality, system self-efficacy and task technology fit were incorporated into the TAM to extend it with other factors theoretically motivated and would be of interest more generally. Design/methodology/approach The researcher adopted an experimental approach-based comparison between an experimental group (107 researchers) using an electronic information service (the e-library service of the university) and a control group (107 researchers) not registered in this e-information service of the university. Findings The researcher used the effect size values based t-test independent samples at the 0.05 level to adapt the structural model equation to the experimental sample. Principal results show that the behavioral intention was influenced significantly by user satisfaction. The perceived usefulness of the e-library services was influenced significantly by the perceived ease of use, information architecture, content richness, free access, publishers’ quality, task-technology fit and e-library service self-efficacy. Originality/value This paper is useful in advancing a framework for the evaluation and assessment of the electronic information service used for information research and exploring users’ attitudes toward using that service.

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Cobelli, Nicola, Angelo Bonfanti, Serena Cubico, and Giuseppe Favretto. "Quality and perceived value in career guidance e-services." International Journal of Quality and Service Sciences 11, no. 1 (March 18, 2019): 53–68. http://dx.doi.org/10.1108/ijqss-12-2017-0114.

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Purpose This paper aims to empirically examine career guidance services in terms of e-service quality, information quality and perceived value. It specifically examines students’ perceptions of quality to explore the effects of e-service quality and information quality on perceived value. Design/methodology/approach Students from the University of Verona participated in a quantitative survey, and 119 questionnaires were collected to assess the perceptions of respondents on e-service quality, information quality and perceived value about the career guidance e-service. Findings The results indicate that students perceive high value for the career guidance services; the perceived value depends on both service quality of the e-platform and information quality of the report; and efficiency is the most important dimension of e-service quality, while adequacy appears to be the most important dimension of the report. Practical implications These findings reveal that service organisations such as universities should invest in career guidance services, given that such services are appreciated by students and contribute to reducing the gap between education and job opportunities. In the design phase, service organisations should pay attention to students’ career development needs by developing e-platforms that are easy to use, appealing, efficient and with continuous system availability and reports that include relevant, understandable, reliable and adequate information. It is important to provide students with a report after they have completed a questionnaire. Originality/value To the authors’ knowledge, this is the first research empirically evaluating the effects of perceived e-service quality and information quality on perceived value with specific reference to career guidance e-services.

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Owen, Suzanne. "Quality service." Manufacturing Engineer 71, no. 5 (1992): 8. http://dx.doi.org/10.1049/me:19920078.

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Kettinger, William J., and Choong C. Lee. "Perceived Service Quality and User Satisfaction with the Information Services Function." Decision Sciences 25, no. 5-6 (September 1994): 737–66. http://dx.doi.org/10.1111/j.1540-5915.1994.tb01868.x.

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XIE, Zhenglan, and Hankun YIN. "Selection of optimal cloud services based on quality of service ontology." Ingénierie des systèmes d'information 23, no. 6 (December 28, 2018): 127–41. http://dx.doi.org/10.3166/isi.23.6.127-141.

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Jiao, Lei, HuaPing Xiao, XiaoZhuo Zhu, and Xu Zhao. "Factors Influencing Information Service Quality of China Hospital: The Case Study of since 2017 of a Hospital Information Platform in China." Computational and Mathematical Methods in Medicine 2020 (July 1, 2020): 1–17. http://dx.doi.org/10.1155/2020/2089024.

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Background: As a country with the largest number of netizens around the world, China enjoys improving social information services based on the Internet. With such a large quantity of network users, it is inevitable for China’s hospitals at various levels to provide patients and the public with information services by setting up their own official websites. But it is still elusive for the factors affecting the information service quality of China Hospital. Objective: Identifies the factors affecting the information service quality of the case of the Online website of a hospital in China.adding new content to the research fruits in this field. The research can effectively enhance the efficiency of hospital resource utilization, allocating limited resources to most efficient areas and leveling up the information service quality of hospitals to the largest extent. This ultimately improves patient satisfaction. Method: This research investigates the factors affecting the information service quality of the case of a Chinese hospital online website and by means of Delphi method, statistical analysis, and other research methods, formulates the Evaluation Indicator System for the Information Service Quality of the case of the Online website of a hospital in China. The research applies this system to the empirical research on the information service quality of the hospital’s website and then makes a comparative analysis between the research results and traffic data of the websites of other hospitals over the same period. Results: By means of the Bivariate Correlation, the author carried out a correlation analysis of the comprehensive evaluations of the information service of the Online website of a hospital in China and the traffic data of the Online website of a hospital in China, including the total traffic, PV and UV. For details of the analysis results, indicates that the correlation coefficient among the three objects is 1, a significant correlation. It also suggests that the comprehensive evaluations of the information service of A Chinese hospital website and the traffic of A Chinese hospital website are positively correlated. The information service quality of China Hospital website is an important component of the hospital’s overall service quality. This research on the information service quality of China Hospital website covers the website’s service functions, service quality, resources and the front-end and back-end technology systems. Discussion and conclusion: In the case that the China Hospital information service function is still not perfect, perfecting the functions of China Hospital website plays a decisive role in improving the information service quality of the hospital. In addition, it can be inferred that after the information service function of China Hospital website is improved or the evaluation of the functional quality attribute of website information service scores higher, the supporting attribute of website information service will be the next key task for the hospital in enhancing its information service quality is the improvement ratio of Functional quality attribute of website information service and the supporting attribute of website information service tend to be the same., And even the improvement rate of the supporting attribute is sometimes higher than the improvement rate of Functional quality. So The construction of a model of the comprehensive evaluation system on the information service of has pointed out a new direction in China’s research in this field, This model is both of high theoretical value and practical value.

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Ogneva, E. N. "CONSUMER REQUIREMENTS FOR ELECTRONIC INFORMATION SERVICES AS A BASIS FOR ASSESSING THEIR QUALITY." Proceedings of SPSTL SB RAS, no. 2 (December 12, 2019): 40–43. http://dx.doi.org/10.20913/2618-7515-2019-2-40-43.

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Issues of assessing the quality of electronic information services of libraries are considered. The importance of taking into account consumer requirements for information services for managing the quality of customer service is noted. The concept of the quality of library information service is characterized as an applied concept related to the requests and expectations of the user to whom the service is provided. Consumer requirements for electronic information services, highlighted by library and information specialists, as well as specialists in the field of qualimetry, are described.

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DoHeon Jeong, Jinhyung Kim, Myunggwon Hwang, SaKwang Song, Hanmin Jung, and DoWan Kim. "Analytics Service Assessment and Comparison Using Information Service Quality Evaluation Model." International Journal of Information Processing and Management 4, no. 4 (June 30, 2013): 32–43. http://dx.doi.org/10.4156/ijipm.vol4.issue4.4.

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Landrum, Hollis, and Victor R. Prybutok. "A service quality and success model for the information service industry." European Journal of Operational Research 156, no. 3 (August 2004): 628–42. http://dx.doi.org/10.1016/s0377-2217(03)00125-5.

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Lennon, J. John, and Anthony T. Mercer. "Service quality in practice: customer service in Scotland's tourist information centres." International Journal of Hospitality Management 13, no. 2 (June 1994): 129–41. http://dx.doi.org/10.1016/0278-4319(94)90034-5.

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Gómez-Cruz, M. Elena. "Electronic reference services: a quality and satisfaction evaluation." Reference Services Review 47, no. 2 (June 10, 2019): 118–33. http://dx.doi.org/10.1108/rsr-07-2018-0057.

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Purpose An evaluation of libraries and their overall quality should consider the quality of the services they provide. Satisfaction in terms of the service provided is indicative of the quality of reference services and since these services are expensive, evaluation is therefore essential. This paper aims to outline the development of a structural equations model to evaluate service quality and user satisfaction with regard to the electronic reference service provided by Francisco Xavier Clavigero Library belongs to the Iberoamericana University, located in Mexico City. Design/methodology/approach This model suggests that service quality can be explained by way of the five dimensions of the SERVQUAL methodology, (reliability, assurance, tangibles, empathy and responsiveness) and in turn, quality explains both user satisfaction and the value of the service to its patrons. Finally, this model suggests that a positive increase in user satisfaction leads to a lineal and positive increase in user loyalty. The evaluation considered 297 users who made at least one electronic reference request during 2014. Findings The adjustment of the structural model reveals that the latent variables that explain quality are reliability and responsiveness, and that quality explains satisfaction, which in turn explains user loyalty. Originality The generation of an indicator to evaluate the reference services enables identification of its strengths and weaknesses to offer a more efficient service, considering that it represents a significant percentage of the library’s financial and human resources.

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Wang, H., M. Xie, and T. N. Goh. "Service quality of Internet search engines." Journal of Information Science 25, no. 6 (December 1999): 499–507. http://dx.doi.org/10.1177/016555159902500606.

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Goh, H. M. T. N. "Service Quality of Internet Search Engines." Journal of Information Science 25, no. 6 (December 1, 1999): 499–507. http://dx.doi.org/10.1177/0165551994232954.

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Gathoni, Nasra, and Thomas Van der Walt. "Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach." Journal of Librarianship and Information Science 51, no. 1 (December 27, 2016): 123–36. http://dx.doi.org/10.1177/0961000616679725.

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The purpose of this paper is to report on an investigation of the service quality of the Aga Khan University library in Kenya. The total quality management philosophy which forms the basis of this report has been demonstrated by the use of SERVQUAL, a user-based assessment tool, in the evaluation of service quality. The research was conducted among 123 Aga Khan University library users – nursing and medical faculty and nursing and medical students – with an aim to investigate the quality of its services based on the satisfaction of library users with the services and as expressed by and based on users’ expectations and perceptions. The data was gathered through the SERVQUAL structured questionnaire and a 63% response rate was realized. The findings generally established that the expectations of Aga Khan University library users are higher than their perceptions. The results also show that there are service quality gaps in a number of services offered by the library. This research is deemed important as there is lack of information showing libraries in Kenya having involved library users in service quality evaluation through the use of objective and user-based tools. Thus this paper may lead to libraries in Kenya embracing objective measurement tools for the evaluation of library service quality. It is hoped that this article will contribute to a better understanding of philosophies such as total quality management in an academic library environment in developing countries, users’ expectations and perceptions of quality.

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Ojo, Adebowale I., and Ruth O. Owolabi. "Health Information Management Personnel Service Quality and Patient Satisfaction in Nigerian Tertiary Hospitals." Global Journal of Health Science 9, no. 10 (August 12, 2017): 25. http://dx.doi.org/10.5539/gjhs.v9n10p25.

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This study assessed the relationship between perceived service quality of health information management personnel and patient satisfaction in selected tertiary hospitals in Nigeria. A cross sectional survey was conducted with 280 patients from three tertiary hospitals in a Nigerian State. A self-administered questionnaire was distributed to outpatients who were literate, willing and attending the clinics for at least a second time. Perceived service quality was measured using a modified version of Service Quality (SERVQUAL) scale. Patient satisfaction was measured on a 4-point Likert-type scale developed by the researchers. Collected data were subjected to statistical analysis using mean, standard deviation and regression analysis. The surveyed patients were moderately satisfied with the services of the health information management personnel. Accordingly, patients’ perception of the health information management personnel service quality was found to be average. In addition, the research has shown that patients’ perception of health information management personnel service quality significantly influence their level of satisfaction in the studied tertiary hospitals (R = .62, F5,274 = 35.95, p = .000). Patient perceptions of service quality determine their overall satisfaction levels with the health information management personnel services. The tangible service quality dimension had more influence on patients’ satisfaction.

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Siu, Noel Y. M., and Donald K. H. Chow. "Service Quality in Grocery Retailing." Journal of International Consumer Marketing 16, no. 1 (January 15, 2004): 71–87. http://dx.doi.org/10.1300/j046v16n01_05.

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Pitt, Leyland F., Richard T. Watson, and C. Bruce Kavan. "Service Quality: A Measure of Information Systems Effectiveness." MIS Quarterly 19, no. 2 (June 1995): 173. http://dx.doi.org/10.2307/249687.

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Liou, James J. H., Chao-Che Hsu, and Yun-Shen Chen. "Improving transportation service quality based on information fusion." Transportation Research Part A: Policy and Practice 67 (September 2014): 225–39. http://dx.doi.org/10.1016/j.tra.2014.07.007.

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Wall, Graham, and Mike McDonald. "Improving bus service quality and information in Winchester." Transport Policy 14, no. 2 (March 2007): 165–79. http://dx.doi.org/10.1016/j.tranpol.2006.12.001.

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Berkley, Blair J., and Amit Gupta. "Identifying the information requirements to deliver quality service." International Journal of Service Industry Management 6, no. 5 (December 1995): 16–35. http://dx.doi.org/10.1108/09564239510101509.

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Whitehall, Tom. "QUALITY IN LIBRARY AND INFORMATION SERVICE: A REVIEW." Library Management 13, no. 5 (May 1992): 23–35. http://dx.doi.org/10.1108/01435129210020361.

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Roses, Luís Kalb, Norberto Hoppen, and Jorge Luiz Henrique. "Management of perceptions of information technology service quality." Journal of Business Research 62, no. 9 (September 2009): 876–82. http://dx.doi.org/10.1016/j.jbusres.2008.10.005.

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Eto, H. "Quality assessment of science information research and service." Scientometrics 30, no. 2-3 (June 1994): 429–32. http://dx.doi.org/10.1007/bf02018118.

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Tam, W. Y., K. S. Lui, S. Uludag, and K. Nahrstedt. "Quality-of-Service routing with path information aggregation." Computer Networks 51, no. 12 (August 2007): 3574–94. http://dx.doi.org/10.1016/j.comnet.2007.02.008.

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Lupeikiene, Audrone, Jolanta Miliauskaite, and Albertas Caplinskas. "A Model of View-Based Enterprise Business Service Quality Evaluation Framework." Informatica 24, no. 4 (January 1, 2013): 543–60. http://dx.doi.org/10.15388/informatica.2013.03.

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Mazza, Tatiana, Stefano Azzali, and Luca Fornaciari. "Audit quality of outsourced information technology controls." Managerial Auditing Journal 29, no. 9 (September 30, 2014): 837–62. http://dx.doi.org/10.1108/maj-10-2013-0956.

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Purpose – This paper aims to test the positive relationship between audit quality (AQ) of outsourced information technology controls (ITC) and information technology audit quality (ITAQ). Design/methodology/approach – Factor analysis, ordinary least squares (OLS) regressions and simulations. Findings – Scoping and planning phases of the audit cycle account for about 69 per cent of ITAQ. The AQ of outsourced ITC is strongly and directly related to ITAQ. Improvement of AQ of outsourced ITC may be achieved through evaluation of control design and operating effectiveness by service auditor as well as direct evaluation by the client in service provider location. Research limitations/implications – Sample size and input items in factor analysis. Practical implications – Companies and auditors could improve ITAQ through a better organization of the scoping and planning activities; they could also improve the AQ of outsourced ITC using direct evaluation in the service provider location supplemented with service auditor reports. Regulators could refine or change laws and frameworks to take into account the factors of ITAQ and the methodology of evaluation of outsourced ITC. Originality/value – Private data collected by questionnaire. The measures of ITAQ and the OLS model could be tested in future research, in countries with different frameworks and regulations related to AQ, different weight of outsourced information technology and other characteristics related to clients, service providers and service auditors.

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Onchaga, Richard. "Quality of service management framework for dynamic chaining of geographic information services." International Journal of Applied Earth Observation and Geoinformation 8, no. 2 (June 2006): 137–48. http://dx.doi.org/10.1016/j.jag.2005.06.012.

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