The moderating effect of occupation on the perception of information services quality and success

Abstract

Service quality represents a continual concern for practitioners and academicians. While traditional applications of SERVQUAL and SERVPERF have provided fruitful results in service quality research, these instruments are not focused on the information service area, although a number of researchers suggest that service quality be included as an information success measure. In this study, we proposed a modified IS success model that includes service quality as one of the success factors and examine occupation as a moderator of that model. We examined digital information service quality delivered in army libraries and our results contribute to the literature in several areas. We evaluate information system service quality from the perspective of occupation (technical professionals versus administrators). We examined the effect of occupation on perceptions as measured by SERVPERF and validate SERVPERF’s dimensions in this environment. In addition, we assessed the moderating effect of occupation on IS success factors. Our results validated the proposed model and provided insight into the moderating effect of occupation on service quality and IS success factors. The results of this investigation provide practical implications for IS service quality because they support the need to consider service delivery based on occupation.