Traditionally measurements of service quality have followed the expectation-disconfirmation approach. Further, previous studies have shown that negative disconfirmation is more influential than positive disconfirmation. In this research, we hypothesized information systems(IS) service quality scales based on the dimensionality of the expectation-disconfirmation (ED) and desire-disconfirmation (DD) approach. Using the SERVQUAL+ instrument and data collected from 321 IS users, we developed ED and DD based IS service quality scales using contemporary methods, such as LISREL-based CFA. We have proposed and empirically validated the following two new IS service quality constructs: Service Adequacy (difference of expected service and perceived service) and Service Superiority (difference of desired service and perceived service). Our results indicate that both measures have shown better predictive power than earlier scales like SERVQUAL+ and the IS ZOT scales. We have outlined several implications of ED and DD scales to practice and research.

中文翻译：

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信息系统中的服务质量测量

传统上，服务质量的测量遵循期望-否定方法。此外，先前的研究表明，消极的否认比积极的否认更有影响力。在这项研究中，我们假设信息系统 (IS) 服务质量量表基于期望-否定 (ED) 和欲望-否定 (DD) 方法的维度。使用 SERVQUAL+ 仪器和从 321 位 IS 用户收集的数据，我们使用现代方法（例如基于 LISREL 的 CFA）开发了基于 ED 和 DD 的 IS 服务质量量表。我们提出并实证验证了以下两个新的 IS 服务质量结构：服务充分性（预期服务和感知服务的差异）和服务优势（期望服务和感知服务的差异）。我们的结果表明，这两种测量方法都显示出比 SERVQUAL+ 和 IS ZOT 量表等早期量表更好的预测能力。我们已经概述了 ED 和 DD 量表对实践和研究的一些影响。