Date of Award
Doctor of Business Administration (DBA)
Computer Information Systems
Dr. Detmar Straub
Dr. Ephraim McLean
Dr. Ed Rigdon
Dr. Michael Gallivan
IS quality is an important concept. Basing their model on information communication theory, DeLone and McLean formulated Information Quality and System Quality as two quintessential elements in their 1992 IS Success Model. In recent years, DeLone and McLean (2003) added Service Quality to form a triumvirate of antecedents to success. Unfortunately, the addition of this construct has unintentionally uncovered an overall lack of coherence in the theoretical modeling of IS Success. Research to date on IS Service Quality has largely ignored the impacts of Information Quality and System Quality when service is delivered through an information system (IS).
We believe deeper theoretical insights are needed to reconceptualize Service Quality and rationalize IS quality. After reviewing related literature, we apply marketing exchange theory as a reference framework to redefine service related terms and identify possible scenarios of delivering service through systems. Thereafter, we model IS quality in a new way, based on analysis of alternative scenarios. In validating our proposed model, we discuss our research methods and data analysis that will serve as empirical evidence. In particular, we focus on content validity, construct validity, nomological validity, and unidimensionality of the three IS quality dimensions: System Quality, Information Quality, and Service Quality.
By furthering our understanding of IS quality, we hope to initiate coherent theory development; this exercise should then lead to a theory that integrates IS quality elements and helps organizations implement effective strategies for using IS to deliver service. Through the empirical validation of IS quality model, we contribute an empirical assessment of content, construct, and nomological validity of the IS quality constructs, as proposed by DeLone and McLean in their 2003 updated IS success model.
Ding, Yi, "Quality in IS Research: Theory and Validation of Constructs for Service, Information, and System" (2010). Computer Information Systems Dissertations. Paper 42.