Service Quality (6 measurements: (user
- measures of information processing system
- engineering-oriented performance characteristics
- measures information systems output
- e.g. accuracy, precision, currency, timeliness, reliability of info
- customer's expectations and perceptions of performance levels for a range of service attributes
- difference between expectations and actual performance can be calculated and averaged
- therefore gap between expectations and perceptions can be measured.
- instrument to eval service quality
- three parts:
- measures expectations (22)
- measures perceptions (22)
- assess overall service quality (1)
- good predictor of overall service quality
- Gap 1: Consumer expectation – management perception gap. This is understanding the difference between consumer expectations and management perceptions of the customer expectations (what they want versus what we think they want!).
- Gap 2: Service quality specification gap. Where the gap between management perceptions of consumer expectations and service quality specifications that are required.
- Gap 3: Service delivery gap. The difference of service performance between service quality specifications and the service actually delivered.
- Gap 4: External communication gap. The difference of communications between service delivery and what is communicated about the service to customers.
- Gap 5: Expected service – perceived service gap. The difference between expected service and perceived service from customers’ point of view.
Expectations from users perspective:
- users talk to each other and share their stories
- users's personal needs (e.g. computer failure the day before a big presentation vs installation of a piece of software)
- prior experience
IS dept expectations:
- its comms influence expectations
- IS can be shaper of expectations during systems development (what the finished system will do and how it will appear)
- IS misinterpret users's requirements
- IS gives users false impression of outcome of the system
Vendors also an influencer of expectations
- vendors communicate to customers and want to sell products - highlight + aspects downplay issues e.g. system conversion, compatibility, integration with existing systems.
- IS has no control over this comms.
- can be a + force to make the users aware of what can be expected from IS
- multidimensional construct
- no single measure for success
- comparison between what the customer feels should be offered (perception and expectation) and what is provided
- quality of service
- users expectations vs actual IS service
Five determinants of expected service:
- word of mouth comms
- personal needs
- past experiences
- comms by service provider to the user.
IS provide broader service than just h/ware, s/ware, installations, networks, training, etc.
- How do you measure IS success?
- 6 measurements
- add service quality to the list
- all tangible products have intangible attributes:
- e.g. buy a car (tangible) but also a service in the form of transportation (intangible)
- customer buys a computer (tangible) but requires system to satisfy their personal computing needs (intangible)
Key indicator for IS success:
- quality of service as perceived by its users
- Is supply:
- installation assistance
- product knowledge
- software training
- online help
- These have impact on relationship between IS and users
- system quality and info quality are product/production oriented
- associated with particular software product
- service quality affects use and user satisfaction
Service quality for each dimension is captured by a different score G = P - E
Therefore: If expectations are > performance, then perceived quality < than satisfactory and hence customer dissatisfaction occurs
- G: perceived quality of the item
- P: average rating of perceptions
- E: average rating of expectations