Exploring the Role of Expectations in Defining Stakeholders' Evaluations of IS Quality

Abstract

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.