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Cultural Influences on IS Service Quality Perceptions

Dimension Value
  • Type of the Research Result
  • Empirical Study
    • Survey Results
  • Current Status of Development
  • Not specified
  • Number of Cases
  • None
  • Functional Area
  • Core Processes
    • Core Processes Third Level
      • Providing (Parts) of the Product-Service-System
  • Company Size
  • Not Specified
  • Lifecycle Phase
  • Utilization
  • Types of Customers of Value Bundles
  • Private Customers
  • Industry Sector
  • Not Specified
  • Standardization
  • Not Specified

While Information services function’s (ISF) service quality is not a new concept and has received considerable attention for over two decades, cross-cultural research of ISF’s service quality is not very mature. The author argues that the relationship between cultural dimensions and the ISF’s service quality dimensions may provide useful insights for how organisations should deal with different cultural groups. This paper shows that ISF’s service quality dimensions vary from one culture to another. Also, In this paper, the author hypothesised and tested the influences of culture on users’ service quality perceptions and found strong empirical support for the study’s hypotheses.

This research result was described by Sanja Tumbas (28. April 2011 - 9:25)
This research result was last edited by Sanja Tumbas (23. November 2011 - 20:18)

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