Quality management at information systems services and an application

The measurement of quality of services that are provided by Information Systems (IS) Department in an organization, is an important stage of IS service quality management process. The reason for this is the effect of Information Systems Department?s service quality on the performance of the end-users who use systems in their job processes. On the other hand, there is a lack of interest about service quality measurement in the area of IS research. Moreover, researches related with measurement mainly have done using SERVQUAL model that is developed by A. Parasuman, V.Zeithaml ve L.Berry and is used mostly in the marketing sector. However SERVQUAL?s service quality dimensions are not sufficient enough to measure all services. Specifically, some researchers in the area of IS service quality revealed that SERVQUAL has some deficiencies.Considering the deficiencies of SERVQUAL which are related with IS service quality measurement and the lack of interest in the IS service quality research area; this research has the aim of measuring service quality of a IS department in an organization, using the model ISS-QUAL that is constructed by Robert E.Miller in 2006. In our research, we investigated service encounter factors (i.e, Service Environment, Service Delivery, Service Product) with respect to IS services? end-users. The data?s obtained through use of ISS-QUAL measurement tool was analyzed considering demographic and business related variables. As a result; our research revealed that most of the organization personal assessed quality of services provided by the IS department positively.