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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

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Abstract

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

 

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