The Electronic Journal of Business Research Methods provides perspectives on topics relevant to research in the field of business and management
For general enquiries email
Click here to see other Scholarly Electronic Journals published by API
For a range of research text books on this and complimentary topics visit the Academic Bookshop
Information about The European Conference on Research Methodology for Business and Management Studies is available here







Journal Article

Towards an Informed Evaluation of Information Systems Services' Quality: The Development and Application of the Template Process  pp38-45

Mark NK Saunders, Christine S Williams

© Jan 2002 Volume 1 Issue 1, Editor: Arthur Money, pp1 - 58

Look inside Download PDF (free)


In this paper, we review literature on existing measures of service quality applicable to information systems services. We offer the Template Process as an alternative to more traditional methods, illustrating the process with findings from research into the quality of an IS service in a major UK Electronics company as perceived and expected by both service users and deliverers. We conclude with a discussion of the merits and shortcomings of the Template Process and suggestions for further research.


Keywords: Service Quality, Information Systems, Template Process


Share |