IDEAS home Printed from https://ideas.repec.org/a/spr/infosf/v6y2004i4d10.1023_bisfi.0000046376.10364.16.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1023/B:ISFI.0000046376.10364.16
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.

    File URL: https://libkey.io/10.1023/B:ISFI.0000046376.10364.16?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    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. 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.
    7. 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.
    8. 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.
    9. 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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:infosf:v:6:y:2004:i:4:d:10.1023_b:isfi.0000046376.10364.16. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.