A note on SERVQUAL reliability and validity in information system service quality measurement

Article Abstract:

Research into the SERVQUAL instrument in the information systems context is presented. It was possible to identify a significant connection between the SERVQUAL's gap scores and User Information Satisfaction.

Customer Relations, Models, Customer service

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A note on interpersonal and communication skills for IS professionals: evidence of positive influence

Article Abstract:

A set of communication skills were incorporated into the interpersonal skills sets, sampling users for a different set of stakeholders, and employing a more complex model based on theories of expectation. It is indicated that the impacts of interpersonal skills on system success is not a simple function of the perceived level of the IS staff's skill proficiency but is determined by the understood expectations of skill requirements.

Market information - general, Supply and demand, Practice, Methodology, Research methods, Information technology workers

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The impact of information system personnel skill discrepancies on stakeholder satisfaction

Article Abstract:

The differences in expectation and performance expressed by stakeholders are examined, and the impact of the discrepancy on user satisfaction, career satisfaction of IS (information system) specialists, and on job performance evaluations by IS managers are described. The results confirm that a discrepancy between an IS specialist's expectations of skill and their perceived skill-proficiency impacts career satisfaction.

Computer and Data Processing Services, Personnel administration, Information Systems, Management, Industrial project management, Project management, Computer services industry, Information technology services industry, Labor relations, Design and construction, Company business management

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