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Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool

Author

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  • Sungchul Yoon

    (25th Floor Seoul Finance Center)

  • Hyunsuk Suh

    (Chung-Ang University 221)

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.

Suggested Citation

  • Sungchul Yoon & Hyunsuk Suh, 2004. "Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool," Information Systems Frontiers, Springer, vol. 6(4), pages 341-351, December.
    • Handle: RePEc:spr:infosf:v:6:y:2004:i:4:d:10.1023_b:isfi.0000046376.10364.16
    DOI: 10.1023/B:ISFI.0000046376.10364.16
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    Citations

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    Cited by:

    1. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    2. Park, Jungi & Lee, Jungwoo & Lee, Hyejung & Truex, Duane, 2012. "Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services," International Journal of Information Management, Elsevier, vol. 32(5), pages 459-468.
    3. Óscar González-Benito & Wander Trindade Venturini & Javier González-Benito, 2017. "CRM Technology: Implementation Project and Consulting Services as Determinants of Success," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 421-441, March.
    4. Cheshin, Arik & Amit, Adi & van Kleef, Gerben A., 2018. "The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 97-111.
    5. Haidery, Jamshed & Mandozai, Sayed Wali Shah & Amin, Hafizullahmeen, 2021. "Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan," OSF Preprints ew7f4, Center for Open Science.
    6. Mehmet YAŞAR & Emircan ÖZDEMİR, 2022. "Turning The Service Quality Approach In A Different Direction: Measuring The Ground Service Quality Perceptions Of Airlines By The Servqual Method," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 14(4), pages 5-18, December.
    7. Vandana Srivastava & A.Sharfuddin & Sanjeev Kishore, 2012. "Determinants of Service Quality in High-end IT Enabled Services: An Indian Perspective," Information Management and Business Review, AMH International, vol. 4(10), pages 523-531.
    8. Xiuyuan Gong & Matthew K. O. Lee & Zhiying Liu & Xiabing Zheng, 2020. "Examining the Role of Tie Strength in Users’ Continuance Intention of Second-Generation Mobile Instant Messaging Services," Information Systems Frontiers, Springer, vol. 22(1), pages 149-170, February.
    9. Syed Muhammad Irfan & Aamir Ijaz & Saman Shahbaz, 2011. "An Assessment Of Service Quality of Private Hospitals in Pakistan: A Patient Perspective," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(2), pages 20-32, March.

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