Service quality from the other side: Information systems management at Duquesne Light

Pratyush Bharati, Daniel Berg

Research output: Contribution to journalArticle

22 Scopus citations


Service organizations are continuously endeavoring to improve their quality of service as it is of paramount importance to them. Despite the importance of understanding the relationship of service quality and information systems, this research has not been pursued extensively. This study has addressed this gap in the research literature and studied how information systems impacts service quality. A research model is developed based on IS success model. System quality, information quality, user IT characteristics, employee IT performance and technical support are identified as important elements that influence service quality. An in-depth case study from the electric utility industry is used to investigate the impact.

Original languageEnglish (US)
Pages (from-to)367-380
Number of pages14
JournalInternational Journal of Information Management
Issue number4
StatePublished - Aug 2005


ASJC Scopus subject areas

  • Information Systems
  • Computer Networks and Communications
  • Library and Information Sciences

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