A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement
通过大样本行业数据验证了SERVQUAL量表在信息系统服务中的结构，并发现其与用户满意度高度相关，表明该工具可用于评估服务质量和识别改进方向。
Today's information system function includes a large service component. Recent research has examined the SERVQUAL instrument as a possible measure to assist managers and researchers in evaluating service quality. To further examine the appropriateness of the SERVQUAL measure, a large industry sample serves to verify the anticipated structure of the instrument. In addition, a high correlation with a common measure of user satisfaction indicates that the SERVQUAL metric may indeed represent accurate views of user perception. As such, the SERVQUAL instrument can serve as a useful indicator for information system managers attempting to identify areas of needed service improvement and to researchers seeking a success measure of information system services.