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T. P. Van Dyke, L. A. Kappelman, and V. R. Prybutok, “Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire,” MIS Quarterly, Vol. 21, No. 2, pp. 195–208, 1997.

has been cited by the following article:

• TITLE: AHP and CA Based Evaluation of Website Information Service Quality: An Empirical Study on High-Tech Industry Information Center Web Portals

  AUTHORS: Changping HU, Yang ZHAO, Mingjing GUO

  KEYWORDS: information service, web portal, high-tech industry, AHP, correspondence analysis

  JOURNAL NAME: Journal of Service Science and Management, Vol.2 No.3, September 10, 2009

  ABSTRACT: Web portal is a useful way for high-tech information center providing information services for high-tech enterprises. The importance of evaluating the information service quality of the web portal has been recognized by both information service researchers and practitioners. By applying for an analytic hierarchy process (AHP) approach, a hierarchical structure evaluation criteria model has been constructed, and the global priority weight of each criterion in the model has also been determined in this study. According to the model, two different methods—comprehensive score method and correspondence analysis (CA) have been used to analyze and evaluate the information service quality of ten primary information center web portals in China hightech industry from different aspects. The findings of this study pro-vide a useful instrument for researchers who wish to measure the information service quality of web portals, as well as for hightech information center managers who want to enhance their web portals service performance.