This thesis examines quality management in information systems services. It notes that measuring the quality of services provided by an information systems department is important for end-user performance and organizational success. However, existing models like SERVQUAL may not fully capture the dimensions of IS service quality. The thesis aims to measure the quality of services in one organization using the ISS-QUAL model, which evaluates service environment, delivery, and product factors. A survey was administered using ISS-QUAL and results were analyzed based on demographic and business variables. It was found that most respondents positively assessed the quality of services provided by the organization's IS department.

1. ABSTRACT
ACAR, Mehmet Akif, Quality Management at Information Systems
Services and An Application, MA Thesis, Ankara, 2010.
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.

2. Key Words
1. Service Quality
2. Information Systems
3. Information Technologies
4. Measurement
5. SERVQUAL method