ISRI - Information Systems Research Indicators

Construct: Service Quality

Description
Indicators

Note 1: Following are presented the definitions found for the construct in the used references, together with the theory/model.
Note 2: The same construct can be present in more than one theory/model.
Note 3: If the construct was not proposed in the original theory/model, it is identified as "Additional to theory/model".

Definition: The quality of the support that system users receive from the information systems organization and IT support personnel.

Theory/model: Updated DeLone and McLean
Reference: (DeLone & McLean, 2016)

Note 1: This list contains all the indicators (measuring variables) as defined by the authors when proposing/using/applying a theory/model in a context. It also includes the scales used to measure the variables.
Note 2: Some of the indicators are context-dependent.
Note 3: The same construct can be present in more than one theory/model.

Indicator	Scale	Context	Theory/Model	Reference(s)
The responsible service personnel are always highly willing to help whenever I need support with the employee portal.	Likert 1 -7, Very Low to Very High	Employee Portal	DM	(Urbach, Smolnik, & Riempp, 2010)

The responsible service personnel provide personal attention when I experience problems with the employee portal.	Likert 1 -7, Very Low to Very High	Employee Portal	DM	(Urbach, Smolnik, & Riempp, 2010)

The responsible service personnel provide services related to the employee portal at the promised time.	Likert 1 -7, Very Low to Very High	Employee Portal	DM	(Urbach, Smolnik, & Riempp, 2010)

The responsible service personnel have sufficient knowledge to answer my questions in respect of the employee portal.	Likert 1 -7, Very Low to Very High	Employee Portal	DM	(Urbach, Smolnik, & Riempp, 2010)

When you have a problem, the e-commerce system service shows a sincere interest in solving it.	Likert 1-7, Strongly Disagree to Agree	e-Commerce	DM	(Wang, 2008)

The e-commerce system service is always willing to help you.	Likert 1-7, Strongly Disagree to Agree	e-Commerce	DM	(Wang, 2008)

You feel safe in your transactions with the e-commerce system service in terms of security and privacy protection.	Likert 1-7, Strongly Disagree to Agree	e-Commerce	DM	(Wang, 2008)

The e-commerce system service has the knowledge to answer your questions.	Likert 1-7, Strongly Disagree to Agree	e-Commerce	DM	(Wang, 2008)

The e-commerce system service gives you individual attention.	Likert 1-7, Strongly Disagree to Agree	e-Commerce	DM	(Wang, 2008)

The e-commerce system service understands your specific needs.	Likert 1-7, Strongly Disagree to Agree	e-Commerce	DM	(Wang, 2008)

This Web site provides dependable services.	Likert 1-7	e-Government Website	DM	(Teo, Srivastava, & Jiang, 2008)

This Web site provides services at the times it promises.	Likert 1-7	e-Government Website	DM	(Teo, Srivastava, & Jiang, 2008)

This Web site gives prompt service to citizens.	Likert 1-7	e-Government Website	DM	(Teo, Srivastava, & Jiang, 2008)

This Web site is responsive to citizen’s request.	Likert 1-7	e-Government Website	DM	(Teo, Srivastava, & Jiang, 2008)

This Web site is designed with citizen’s best interests at heart.	Likert 1-7	e-Government Website	DM	(Teo, Srivastava, & Jiang, 2008)

This Web site is designed to satisfy the needs of citizens.	Likert 1-7	e-Government Website	DM	(Teo, Srivastava, & Jiang, 2008)