Managing information systems for service quality: A study from the other side

Pratyush Bharati, Daniel Berg

Research output: Contribution to journalArticle

30 Scopus citations

Abstract

System quality, information quality, user IS characteristics, employee IS performance and technical support are identified as important elements that influence service quality. A model interrelating these constructs is proposed. Data collected through a national survey of IS departments in electric utility firms was used to test the model using regression and path analysis methodology. The results suggest that system quality, information quality, user IS characteristics, through their effects on employee IS performance, influence service quality, while technical support influences service quality directly. The results also suggest that employee IS performance contributes more to service quality compared with technical support. Implications of this research for IS theory and practice are discussed.

Original languageEnglish (US)
Pages (from-to)183-202
Number of pages20
JournalInformation Technology and People
Volume16
Issue number2
DOIs
StatePublished - Jun 1 2003
Externally publishedYes

Keywords

  • Electricity industry
  • Service quality
  • Strategic information systems
  • Systems management
  • USA

ASJC Scopus subject areas

  • Information Systems
  • Computer Science Applications
  • Library and Information Sciences

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