Exploring the Role of Expectations in Defining Stakeholders' Evaluations of IS Quality
Carla Wilkin (Deakin University, Australia), Bill Hewett (Deakin University, Australia) and Rodney Carr (Deakin University, Australia)
Copyright: © 2002
Adding to the debate regarding use of the disconfirmation approach in assessment of IS effectiveness, this chapter explores the role that expectations play in defining stakeholders’ evaluations. A trial was conducted with a diverse group of participants in a tertiary institution where each was required to complete two questionnaires that were derived from the SERVQUAL instrument. The first comprised statements pertaining solely to perceptions, while the second, administered a short interval later, contained both expectation and perception statements. Since expectations appear to have some impact, what this paper has done is raise a number of questions requiring further exploration.