期刊名称：Informing Science: The International Journal of an Emerging Transdiscipline
印刷版ISSN：1547-9684
电子版ISSN：1521-4672
出版年度：2009
卷号：12
页码：17-35
出版社：Informing Science Institute
摘要：Using a library information system in an engineering research environment, this paper investigates
the service quality perceptions of professional information system users. This paper also
examines the relationship between the relative importance allocated by the system’s users to each
of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument)
as measured by the points allocated to that dimension and the ratings provided for the individual
items of the dimension. Findings suggest that users rate system responsiveness and reliability
above other service quality dimensions. Moderating influences in SERVPERF include
gender and pressure to perform. We conclude that (1) companies that provide client services and
(2) designers of information systems that interface with users should emphasize responsiveness
and reliability; in cases of limited user resources, responsiveness and reliability should be emphasized
over other SERVPERF performance dimensions. We also conclude that the use of SERVPERF
is nuanced and that moderating influences may affect measurement results.
