IS service quality as a multi-dimensional formative constuct

Rabaa'i, Ahmad A. & Gable, Guy G. (2012) IS service quality as a multi-dimensional formative constuct. In Duong, Duc A., Myers, Michael D., & Dong, Thuy B.T. (Eds.) Proceedings of The 16th Pacific Asia Conference on Information Systems (PACIS 2012), Caravelle Hotel, Ho Chi Minh City.

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Abstract

This study is motivated by, and proceeds from, a central interest in the importance of evaluating IS service quality and adopts the IS ZOT SERVQUAL instrument (Kettinger & Lee, 2005) as its core theory base. This study conceptualises IS service quality as a multidimensional formative construct and seeks to answer the main research questions: “Is the IS service quality construct valid as a 1st-order formative, 2nd-order formative multidimensional construct?”

Additionally, with the aim of validating the IS service quality construct within its nomological net, as in prior service marketing work, Satisfaction was hypothesised as its immediate consequence. With the goal of testing the above research question, IS service quality and Satisfaction were operationalised in a quantitative survey instrument. Partial least squares (PLS), employing 219 valid responses, largely evidenced the validity of IS service quality as a multidimensional formative construct. The nomological validity of the IS service quality construct was also evidenced by demonstrating that 55% of Satisfaction was explained by the multidimensional formative IS service quality construct.

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ID Code: 52651
Item Type: Conference Paper
Refereed: Yes
Keywords: IS function, Formative construct validation, Service quality, SERVQUAL
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Deposited On: 24 Jul 2012 00:33
Last Modified: 23 Feb 2015 00:35

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