Jul 30th, 10:15 AM - 11:15 AM


SOFTWAREQUAL: The Case of SPSS Statistical Software


Anecdotal evidence suggests that today’s students (Generation Y members) do well with the internet, but struggle with applied software. Zeithaml, Parasuraman and Malhotra (2000) developed service quality measures for service encounters in an electronic environment (e.g.SITEQUAL). This preliminary study measures the gap between GenY students’ expectation of and satisfaction with SPSS software. Altogether, n=43 students participated in the experiment. The results suggest that GenY students seek functionality and not fancy gimmicks in application software. While overall reporting satisfaction with SPSS, some criteria do not meet very high expectations and companies should note and address these gaps.