• Although the two studies (i.e., Kettinger and Lee, 1994; Shaw et al., 2002) which were conducted at university settings found support for this relationship, a study of 31 government organisations examining internal computing support and user satisfaction did not find a significant relationship between the two constructs (Aladwani, 2002). ()
  • Using the SERVQUAL instrument, which examines the expectations and perceptions that users have on service quality, service quality was found to be positively and significantly related to user satisfaction of information services (Kettinger and Lee, 1994; Shaw et al., 2002). ()


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