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An alternative measure for assessing perceived quality of software house services

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  • Spiros Gounaris

Abstract

Since the notion of perceived service quality and the disconfirmation paradigm were introduced in the IS community, quite a few studies have employed the SERVQUAL scale to measure perceived service quality. However, the instrument's psychometric properties have been seriously questioned, not only within the IS domain but also in many other contexts in which it has been tested. Yet, so far, no attempt has been made to develop and validate an alternative instrument specifically tailored to tackle the provision of b2b services such as those pertaining to MIS design and maintenance, despite the fact that quite a few researchers have made clear the need for doing so. Responding to this gap, the present study reports the results of an effort to validate INDSERV, an alternative to SERVQUAL. According to the findings, when slightly attuned by collapsing two specific dimensions into a single one, INDSERV outperforms SERVQUAL in all tests performed regarding dimensionality, reliability, convergent and discriminant validity as well as in concurrent validity.

Suggested Citation

  • Spiros Gounaris, 2005. "An alternative measure for assessing perceived quality of software house services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 803-823, September.
    • Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:803-823
    DOI: 10.1080/02642060500103373
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    References listed on IDEAS

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    2. Tsuen-Ho Hsu & Sen-Tien Her & Jia-Jeng Hou, 2021. "Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries," Mathematics, MDPI, vol. 9(20), pages 1-32, October.
    3. Dragan Benazić & Đurđana Ozretić Došen, 2012. "Service quality concept and measurement in the business consulting market," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 24(1), pages 47-66.
    4. Vera, Jorge & Trujillo, Andrea, 2013. "Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 579-586.
    5. Vera Martínez Jorge, 2013. "Atributos de calidad del servicio de la telefonía móvil para clientes mexicanos y su impacto en la satisfacción y en la lealtad hacia la marca," Contaduría y Administración, Accounting and Management, vol. 58(3), pages 39-63, julio-sep.

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