A Proposed Modified SERVQUAL Model to Assess the Effectiveness of IT Service Delivery Function

The SERVQUAL model is used to assess the quality of service and it has not actually been used to measure Information Technology service quality and its customer satisfaction. The study which I conducted revealed that the model with five factors cannot evaluate the quality of an IT service. However the modified SERVQUAL with six quality dimensions were more applicable in Information Technology context while assessing the Information Technology services.