Evaluation of service quality of information systems

We discuss a new instrument proposed for evaluating the quality of IS service processes and the quality of the people involved in addition to the more common evaluation of the end-product i.e. the information system. Our proposal is based on an explorative review of marketing literature on the concept of service quality and the scales for measuring consumers´ perceptions of it. The findings are compared with measures proposed in information systems literature to evaluate information systems success, especially user information satisfaction. Evidence of the new scale´s reliability and validity is presented based on a sample of 507 users of IS services in three large Finnish companies. These tests indicate that the users´ perceptions of service processes and the people involved should he based on different factors, and that these perceptions differ significantly from the perceptions of the quality of the end-product. Furthermore, it appears essential to use different scales for the different IS services; development, operations, and end-user support