Are we good enough? A measurement for Information Technology Service Quality (ITSQ) in higher education institutions in Saudi Arabia

Romana Aziz and Ala Saleh Alluhaidan

PLOS ONE, 2022, vol. 17, issue 11, 1-14

Abstract: In the present research, we aim to confirm factors for measuring the perceived quality of Information Technology (IT) services within a higher education context. The perceived quality of IT services is complex and is often measured by multi-dimensional constructs, which requires designing a sufficiently valid scale. Drawing upon literature and expert input, this study has identified 5 dimensions of IT service quality. Using an empirical study, we prove that perception of IT Service Quality (ITSQ) has a dimensional structure and can be measured using a 44-item scale which has been satisfactorily validated. A Confirmatory Factor Analysis (CFA) is applied to confirm the relationship between the items and dimensions. The findings of this study present a scale for measuring ITSQ within higher education.

Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0277265 (text/html)
https://journals.plos.org/plosone/article/file?id= ... 77265&type=printable (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:plo:pone00:0277265

DOI: 10.1371/journal.pone.0277265

Access Statistics for this article

More articles in PLOS ONE from Public Library of Science
Bibliographic data for series maintained by plosone ().