L
Leon A. Kappelman
Researcher at University of North Texas
Publications - 79
Citations - 3431
Leon A. Kappelman is an academic researcher from University of North Texas. The author has contributed to research in topics: Enterprise architecture & Information system. The author has an hindex of 26, co-authored 78 publications receiving 3283 citations. Previous affiliations of Leon A. Kappelman include Northern Kentucky University & College of Business Administration.
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Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire
TL;DR: Findings indicate that SERVQUAL suffers from a number of conceptual and empirical difficulties and that some alternative to difference scores is preferable and should be utilized and caution should be exercised in the interpretation of IS-SERVQUAL difference scores.
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A Comprehensive Model for Assessing the Quality and Productivity of the Information Systems Function: Toward a Theory for Information Systems Assessment
TL;DR: In this paper, the authors examined the need for IS assessment and suggested a comprehensive IS assessment framework linked to organizational performance using existing IS assessment theory as a base and incorporating measurement concepts from other disciplines.
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Early Warning Signs of it Project Failure: The Dominant Dozen
TL;DR: The top 12 people-related and project-related IT project risks, based on “early warning sign” data collected from a panel of 19 experts and a survey of 55 IT project managers, are described.
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Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services
TL;DR: This article provides an illustrative example utilizing data collected from 138 executive and information systems professional customers of a multibillion dollar information services provider in order to examine the validity and reliability of Kettinger and Lee's modified SERVQUAL instrument.
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The 2015 SIM IT Issues and Trends Study
TL;DR: This year’s SIM survey added questions about cybersecurity, software development and cloud computing, and expanded the questions on IT organization structure and governance, IT performance measures, management practices, work activities and spending.