Information Systems Service Quality: An Examination of User Expectations

Robert E. Miller, Nita G. Brooks, Thomas W. Jones and Lee Winick
Additional contact information
Robert E. Miller: Ashland University
Nita G. Brooks: Middle Tennessee State University
Thomas W. Jones: University of Arkansas
Lee Winick: Ashland University

American Journal of Business, 2008, vol. 23, issue 2, pages 37-42

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: Information Systems; service quality; user expectations (search for similar items in EconPapers)
JEL-codes: R00 Z0 (search for similar items in EconPapers)
Date: 2008

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Persistent link: http://EconPapers.repec.org/RePEc:maj:ancoec:v:23:y:2008:i:2:p:37-42

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