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Exploring the Role of Expectations in Defining Stakeholders' Evaluations of IS Quality
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Author(s): Carla Wilkin (Deakin University, Australia), Bill Hewett (Deakin University, Australia)and Rodney Carr (Deakin University, Australia)
Copyright: 2002
Pages: 13
Source title:
Information Systems Evaluation Management
Source Author(s)/Editor(s): Wim Van Grembergen (University of Antwerp – Antwerp Management School, Belgium)
DOI: 10.4018/978-1-931777-18-6.ch014
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Abstract
Adding to the debate regarding use of the disconfirmation approach in assessment of IS effectiveness, this chapter explores the role that expectations play in defining stakeholders’ evaluations. A trial was conducted with a diverse group of participants in a tertiary institution where each was required to complete two questionnaires that were derived from the SERVQUAL instrument. The first comprised statements pertaining solely to perceptions, while the second, administered a short interval later, contained both expectation and perception statements. Since expectations appear to have some impact, what this paper has done is raise a number of questions requiring further exploration.
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