Development Of Information Systems Service Quality (Issq) Model For Institute Of Higher Learning Context Rose Alinda Alias (1), Azizah Abdul Rahman (2) Faculty of Computer Science and Information System, Universiti Teknologi Malaysia alinda@fsksm.utm.my (1), azizah@fsksm.utm.my (2) Abstract: The article reports the development process of Information Systems Service Quality (ISSQ) model, which was carried out through qualitative and multiple case study approach. Soft Systems Methodology was chosen as a theoretical framework for understanding ISS in Institute of Higher Learning (IHL) contexts. ISSQ Model evolved from incremental understanding and interpretation of the meaning of ISSQ in the case studies. The model represents elements and factors that contribute to ISSQ in a broader perspective. The identified elements are: 1) ISS package content quality, 2) ISS component quality and 3) management quality. In addition, the study discovered that organizational context also influence the perception of ISSQ. Keywords: IS service, service quality, qualitative method 1. Introduction Many organizations utilize information systems and information technology (IS/IT) for leverage in a competitive environment. A variety of services are provided to users who use IS, in order to maximize IS utilization. These services are mostly provided by the IS provider, usually the IS department in the organization. The extent of these services in providing a better environment is very subjective. The service aspects of IS has become more significant due to extensive use of PCs, client-server architecture and the introduction of networking, internet and data communication technology. The importance of IS service has been recognized as one of the major elements which contributes IS success in an organization [1,2]. However, limited research in IS discipline has been focusing to this area compared to the technical aspects of IS [1,3,4]. This is due the subjectivity of the service concept that involves interaction with human being. Its characteristics; inseparable, intangible, perishable and heterogeneous, make assessing service quality more complicated and difficult than assessing product quality [5]. Most of the research in IS service quality adopted SERVQUAL by Parasuraman et at. [6] as an instrument for evaluating ISSQ [2,4,7-9]. However the instrument has been criticized by several researchers on the dimensionality, the definition of service quality, the gap score and its applicability to all type of services [7,10-12]. Babakus and Boiler [12] suggested that quality measures should be investigated and developed based on specific services in order to gain better understanding on the service. The purpose of the study is to explore the meaning of ISS quality (ISSQ) in the context of Institutes of Higher Learning (IHLs) without any bias of pre- determined quality dimensions or the quality factors. A holistic and comprehensive approach was chosen using qualitative method to investigate the objectives of the study. The approach is believed to give better understanding and deeper insight about ISS and ISSQ compared to quantitative method, which based on statistical analysis. 2. Methodology The study employed qualitative approach and multiple case study technique in order to achieve the objectives of the study. According Feagin et al. [13], case study is an ideal methodology when a holistic, in-depth investigation is needed. It is designed to bring out richer view of ISSQ from the viewpoints of the participants using multiple sources of data [14]. The study involved conducting three case studies consecutively using the ISSQ framework that has been developed in the earlier stage. Soft System Methodology (SSM) by Checkland [15] was embedded in the analysis framework to gain deeper insight and a holistic view, which considers the organizational context and the ISS implementation 1