INFORMATION SYSTEMS QUALITY ASSESSMENT: REPLICATING KETTINGER AND LEE'S USISF/SERVQUAL COMBINATION

Abstract

In a 1995 article, Kettinger and Lee proposed the combining of elements from two quality assessment instruments – the User Information Satisfaction instrument, and the ServQual (Service Quality) instrument into a single information systems quality assessment instrument. Through careful analysis and evaluation, the authors selected a sub-set of items from these two instruments in order to more fully assess the perceived quality of information systems than was possible with either of the individual instruments. This study reports on a replication of their original study, and analyzes their proposed combination. The results of confirmatory factor analysis suggests that this combined instrument is valid, and the study recommends further research into the utility of the combined (and abbreviated) UIS/ServQual instrument for the purposes of assessing information systems quality.