Abstract
This paper provides the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure the IS customers' perceived quality of the consulting services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. It is composed of 6 dimensions of reliability, responsiveness, assurance, empathy, process and education, and the former four are derived from IT SERVQUAL and the latter two are added to consider the characteristics of IT consulting service.
To develop IT consulting SERVQUAL, 7 consultants having over the 10 years careers, 3 customers having much experienced of consulting service, and 2 professors majoring in MIS have examined the constructs and the items of questionnaires. And this research had been applied to 86 respondents of 42 different organizations that had received IT consulting services over 2 past years to ensure the validation of this tool. The correlation and the factor analyses were conducted for validation of the measurement tool.
The results indicated that six different areas in the measurement tool are significantly related with level of the customer satisfaction in spite of their few problems in its validation and its application in the field will be helpful to identify their problems and make plans for advancement.
This is a preview of subscription content, log in via an institution to check access.
Similar content being viewed by others
References
Asubonteng P, McCleary KJ, Swan JE. SERVQUAL revisited: A critical review of service quality. Journal of Services marketing, 1996;10(6):62-81.
Babakus E, Boller GW. An empirical assessment of the SERVQUAL scale. Journal of Business Research, 1992;24:253-268.
Brian TE, Workman L, Singh M. Ensuring service quality for campus career services centers: A modified SERVQUAL scale. Journal of marketing Education, 2000;22(3):236-245.
Carman JM. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 1990;66(1):33-55.
Clow KE, Fischer AK, O'Bryan D. Patient expectations of dental services. Journal of Health Care Marketing, 1995;15(3):23-31.
Cronin J, Joseph Jr., Steven A. Taylor, Measuring service quality: A reexamination and extension. Journal of Marketing, 1992;56(3):23-31.
Cronin, J. Joseph Jr., Steven A. Taylor, SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions minus expectations measurement of service quality. Journal of Marketing, 1994;58(1):125-31.
Dabholkar PA, Thorpe DI, Rentz JO. A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing, 1996;58(1):125-31.
Finn DW, Lamb CW. An evaluation of the SERVQUAL scale in retail setting. In Solomon, RHed. Advances in Consumer Research Provo, UT: Association of Consumer Research, 1991(18).
Grőnroos CA service quality model and its marketing implications. European Journal of marketing, 1993;18(4):36-44.
Headley DE, Miller SJ. Measuring service quality and its relationship to future consumer behavior. Journal of Health Care Marketing, 1993;13(4):32-41.
James JJ, Klein G, Crampton SM. A note on SERVQUAL reliability and validity in information system service quality measurement. Decision Sciences, 2000;31(3):725-744.
Licata JW, Mowen JC, Chakraborty G. Diagnosing perceived quality in the medical service channel. Journal of Health Care Marketing, 1995;15(4):42-49.
Lytle RS, Mokwa MP. Evaluating health care quality: The moderating role of outcomes. Journal of Health Care Marketing, 1992;12(1):4-14.
McAlexander JH, Kaldenberg DO, Koenig HF. Service quality measurement: Examination of dental practices sheds more light on the relationships between service quality, satisfaction, and purchase intentions in a health care setting. Journal of Health Care Marketing, 1994;14(3):34-40.
Parasuraman A, Zeithami VA, Berry LL. A conceptual model of service quality and its implications for future research. Journal of Marketing, 1985;49:41-50.
Parasuraman A, Zeithami VA, Berry LL. SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988;65(1):12-40.
Parasuraman A, LL, Zeithami VA, Berry LL. Refinement and Reassessment of the SERVQUAL scale. Journal of Retailing, 1991;67(4):420-450.
Parasuraman A, LL, Zeithami VA, Berry LL. More on improving service quality measurement. Journal of Retailing, 1993;69(1):147-148.
Parasuraman A, Zeithami VA, Berry LL. Reassessment of expec-tations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 1994;58(1):111-124.
Simon SK, Lam, and Ka Shing Woo. Measuring service quality: A test-retest reliability investigation of SERVQUAL. Journal of the Marketing Research Society, 1997;39(2):381-396.
Teas RK. Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 1994;58(1):132-139.
Tomas P, Van Dyke, Leon A Kappelman, Victor R. Prybutock, Measuring information systems service quality: Concerns on the use of the SERVQUALquestionnaire. MIS Quarterly, 1997;June:195-208.
Zeithaml VA, Parasuraman A, Berry LL. Delivering quality service: Balancing customer perceptions and expectations. NewYork: Free Press. 1990.
Author information
Authors and Affiliations
Rights and permissions
About this article
Cite this article
Yoon, S., Suh, H. Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool. Information Systems Frontiers 6, 341–351 (2004). https://doi.org/10.1023/B:ISFI.0000046376.10364.16
Issue Date:
DOI: https://doi.org/10.1023/B:ISFI.0000046376.10364.16