The evaluation of the IT service quality measurement framework in industry
Article
Article Title | The evaluation of the IT service quality measurement |
---|---|
ERA Journal ID | 212635 |
Article Category | Article |
Authors | Lepmets, Marion (Author), Mesquida, Antoni Lluis (Author), Cater-Steel, Aileen (Author), Mas, Antonia (Author) and Ras, Eric (Author) |
Journal Title | Global Journal of Flexible Systems Management |
Journal Citation | 15 (1), pp. 39-57 |
Number of Pages | 19 |
Year | 2014 |
Publisher | Global Institute of Flexible Systems Management |
Place of Publication | New Delhi, India |
ISSN | 0972-2696 |
0974-0198 | |
Digital Object Identifier (DOI) | https://doi.org/10.1007/s40171-013-0052-7 |
Web Address (URL) | http://link.springer.com/article/10.1007%2Fs40171-013-0052-7 |
Abstract | The two objectives of this paper are: (a) to evaluate an IT service quality measurement framework, and (b) to refine the IT service quality measurement framework for the IT service industry. We explore the notion of IT service quality from a holistic point of view — we evaluate the IT service quality measures that could help IT service organizations to understand the quality of the IT services they offer and address the areas where provider driven IT service improvement is needed. As an example of the interconnectivity between IT service quality measures, we take a closer look at how process performance relates to other IT service quality measures and to the overall IT |
Keywords | IT service quality measurement; process improvement; provider-driven IT service improvement; systems thinking |
ANZSRC Field of Research 2020 | 350715. Quality management |
359999. Other commerce, management, tourism and services not elsewhere classified | |
460908. Information systems organisation and management | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Dundalk Institute of Technology, Ireland |
University of Balearic Islands, Spain | |
School of Management and Enterprise | |
Public Research Centre Henri Tudor, Luxembourg | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q2426/the-evaluation-of-the-it-service-quality-measurement-framework-in-industry
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