Are we good enough? A measurement for Information Technology Service Quality (ITSQ) in higher education institutions in Saudi Arabia

Abstract

In the present research, we aim to confirm factors for measuring the perceived quality of Information Technology (IT) services within a higher education context. The perceived quality of IT services is complex and is often measured by multi-dimensional constructs, which requires designing a sufficiently valid scale. Drawing upon literature and expert input, this study has identified 5 dimensions of IT service quality. Using an empirical study, we prove that perception of IT Service Quality (ITSQ) has a dimensional structure and can be measured using a 44-item scale which has been satisfactorily validated. A Confirmatory Factor Analysis (CFA) is applied to confirm the relationship between the items and dimensions. The findings of this study present a scale for measuring ITSQ within higher education.