How have you used SERVQUAL instrument developed by Parasuraman et al (1985, 1988) for intranet studies?

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Rajeev Dwivedi, Ph.D.

to check the quality in any situation.

Emmanuel Yujuico

SERVQUAL was devised as a business-to-consumer (B2C) scale to determine service quality from the customer's perspective. Hence, it may not necessarily be the ideal instrument to evaluate user satisfaction with one's own computer (intranet) system. Instead, you may find it more useful to use something devised more specifically for the latter purpose, the "Computer System Usability Questionnaire." I attach some samples of it below. Note though that you may have to tailor the questions for your particular purposes.

I hope this helps!

http://www.biomedcentral.com/content/supplementary/1472-6947-11-74-s2.pdf

http://garyperlman.com/quest/quest.cgi

Stefani Tucker

Thank you!

Teay Shawyun

Fully agree with Emmanuel, as the 5 main constructs are more tuned towards Tangible; Reliability; Responsiveness; Assurance and Empathy for services quality delivered. Depending on your needs, if you wish only to determine the service dimensions of the intranet value creation and delivery, you might consider adpating these 5 SERVQUAL dimensions & add on other like hardware & software & humanware & inforware if these are what you are looking for...