Leon A. Kappelman

Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire

A recent MIS Quarterly article rightfully points out that service is an important part of the role of the information systems (IS) department and that most IS assessment measures have a product orientation (Pitt, et al. 1995). The article went on to suggest the use of an IS-context-modified version of the SERVQUAL instrument to assess the quality of the services supplied by an information services provider (Parasuraman, et al. 1985, 1988, 1991). However, a number of problems with the SERVQUAL instrument have been discussed in the literature (e.g., Babakus and Boller 1992; Carman 1990; Cronin and Taylor 1992, 1994; Teas 1993). This article reviews that literature and discusses some of the implications for measuring service quality in the information systems context. Findings indicate that SERVQUAL suffers from a number of conceptual and empirical difficulties. Conceptual difficulties include the operationalization of perceived service quality as a difference or gap score, the ambiguity of the expectations construct, and the unsuitability of using a single measure of service quality across different industries. Empirical problems, which may be linked to the use of difference scores, include reduced reliability, poor convergent validity, and poor predictive validity. This suggests that (1) some alternative to difference scores is preferable and should be utilized; (2) if used, caution should be exercised in the interpretation of IS-SERVQUAL difference scores; and (3) further work is needed in the development of measures for assessing the quality of IS services.

Early Warning Signs of it Project Failure: The Dominant Dozen

Abstract The postmortem examination of failed IT projects reveals that long before the failure there were significant symptoms or “early warning signs.” This article describes the top 12 people-related and project-related IT project risks, based on “early warning sign” data collected from a panel of 19 experts and a survey of 55 IT project managers.

Microcomputer playfulness: stable or dynamic trait?

Previous playfulness research has investigated playfulness as both state and trait phenomena. For example, Webster et al. (1993) examined flow, the state of playfulness in a specific human-computer interaction, while Martocchio and Webster (1992) used a trait-based approach, considering playfulness a characteristic of individuals. This research extends the investigation of playfulness as an individual trait by using a longitudinal study to examine its temporal and situational stability.The Computer Playfulness Scale (Webster & Martocchio, 1992) was administered four times over the course of a five-week summer session to students enrolled in a computer-literacy course, once at the beginning of the class and then following completion of three milestones in the course work. The playfulness instrument was assessed for internal consistency, unidimensionality, and temporal and situational stability. The evidence indicates that the measurement is reliable. The primary question of trait stability (stable versus dynamic) was examined in several ways, supporting the conclusion that playfulness is a stable trait. The implications of these findings and suggested further research are discussed.

Measuring user involvement: a diffusion of innovation perspective

User involvement is a need-based motivational attitude toward information systems and their development. As such, it has important implications for the successful creation and deployment of information systems in organizations. This paper reports on the development and validation of an instrument to determine if the distinction between a users involvement in the process of information system diffusion can be measured independently of that users involvement with the information system innovation itself. Utilizing previously-validated instruments from consumer behavior research, these two object-based categories of user involvement were operationalized.A longitudinal field study was conducted of users in a large financial institution during the implementation phase, in particular the later activities of the adaptation stage, of the information system diffusion process. During adaptation, the information system product becomes available for use in the organization. Late adaptation stage activities include hardware installation, system conversion, and training. The instruments were pre-tested and assessed as to their content validity, internal consistency, convergent validity, unidimensionality, temporal stability, discriminant validity, predictive validity, and factorial validity. The evidence indicates that the measurement scales are reliable and valid. The primary question of scale independence was examined by discriminant validity. The empirical evidence supports the theoretical distinction between user process involvement and user system involvement. The implications of these findings to research and practice are discussed.

Standard user interface in e‐commerce sites

E‐commerce offers speed, convenience, and often cost‐effectiveness for today’s busy shoppers, but many e‐commerce sites are still too hard to use. The problem with e‐commerce sites is that the controls and organization are different for each site. This research investigates how an individual’s perceptions of key beliefs surrounding the use of the e‐commerce site with the standard user interface would influence the individual’s decision to accept these e‐commerce sites for online shopping purposes. This study applies the Technology Acceptance Model (TAM) identifying components of usefulness and ease of use that predict user attitude toward the usage of the standard user interface. The research uses a Web‐based survey and employs TAM with path analysis to identify features of the standard user interface that might contribute to its usefulness and ease of use. It thus provides insights into the usefulness and ease of e‐commerce sites for developers, practitioners as well as researchers.

The future is ours

And how this book will influence you to do better future? It will relate to how the readers will get the lessons that are coming. As known, commonly many people will believe that reading can be an entrance to enter the new perception. The perception will influence how you step you life. Even that is difficult enough; people with high sprit may not feel bored or give up realizing that concept. Its what the future is ours will give the thoughts for you.

Training, empowerment, and creating a culture for change

Examines an innovative first step which one organization took on the road to employee empowerment. States that although this first step was a small one, it resulted in large benefits to the organization. Reveals that this field study was conducted during the information system conversion phase of a larger organizational change, at 52 recently‐acquired branches of a

A manager’s guide to electronic data interchange: doing business on the information superhighway

40‐billion interstate bank. Discovers that the payoffs were surprisingly large when employees are given a small empowering opportunity just before their training. Indicates that empowered employees are more able to adapt to change and less likely to resist it, and their need for control is being met through their empowerment, rather than by their resistance. Finds that even in small quantities, empowerment can be a large contributor to success. Also believes that small, low‐cost empowerments with large payoffs can almost always be found.

Skills for success at different stages of an IT professional's career

Provides an introduction to EDI for those managers who are new to the field and wish to know more about it. Covers what EDI is, how it works and the technology involved, and provides a comprehensive account of the development, implementation and use of EDI. Gives guidelines for the successful adoption of EDI, from planning, analysis and design to construction, installation and operations, and lists critical success factors for EDI projects.

The year 2000 problem and ethical responsibility : A call to action

The skills and knowledge that earn promotions are not always enough to ensure success in the new position.