Cultural influences on IS service quality perceptions

Rabaa'i, Ahmad A. (2010) Cultural influences on IS service quality perceptions. In Proceedings of 21st Australasian Conference on Information Systems : Defining and Establishing a High Impact Discipline, ACIS, Queensland University of Technology, Brisbane, Queensland.

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While Information services function’s (ISF) service quality is not a new concept and has received considerable attention for over two decades, cross-cultural research of ISF’s service quality is not very mature. The author argues that the relationship between cultural dimensions and the ISF’s service quality dimensions may provide useful insights for how organisations should deal with different cultural groups. This paper will show that ISF’s service quality dimensions vary from one culture to another. The study adopts Hofstede’s (1980, 1991) typology of cultures and the “zones of tolerance” (ZOT) service quality measure reported by Kettinger & Lee (2005) as the primary commencing theory-base. In this paper, the author hypothesised and tested the influences of culture on users’ service quality perceptions and found strong empirical support for the study’s hypotheses. The results of this study indicate that as a result of their cultural characteristics, users vary in both their overall service quality perceptions and their perceptions on each of the four dimensions of ZOT service quality.

Impact and interest:

1 citations in Scopus
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ID Code: 38920
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Cultural dimensions, Information services function, ISF, Service quality, SERVPERF
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2010 Ahmad A. Rabaa’i
Copyright Statement: Rabaa’i © 2010. The author assign to ACIS and educational and non-profit institutions a non-exclusive
licence to use this document for personal use and in courses of instruction provided that the article is
used in full and this copyright statement is reproduced. The authors also grant a non-exclusive licence
to ACIS to publish this document in full in the Conference Papers and Proceedings. Those documents
may be published on the World Wide Web, CD-ROM, in printed form, and on mirror sites on the
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Deposited On: 29 Nov 2010 21:59
Last Modified: 29 Feb 2012 14:28

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