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Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions

Hollis T. Landrum, Victor R. Prybutok, Xiaoni Zhang, Daniel A. Peak. Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions. InformingSciJ, 12:17-35, 2009. [doi]

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