Title :
Evaluating IT service quality with influencing factors
Author :
Yueying, Bao ; Chunhui, Zhang ; Yanfeng, Wang
Author_Institution :
Inf. Sci. Sch., Hebei Univ. of Eng., Handan, China
Abstract :
IT service has been proved important to information system success, so how to evaluate organization´s IT service quality has been widely concerned, but former evaluators did not consider the environment factors which may affect the service behavior. In this study, we identify the IT service quality factors according to SERVQUAL then find out the influencing factors according to information system success model. The analytic network process is employed to identify the interdependence between these two groups of elements. The goal of our study is to help enterprise to understand and manage their information system better.
Keywords :
decision making; information systems; systems analysis; IT service quality; SERVQUAL; analytic network process; information system management; information system success model; Conference management; Context-aware services; Educational institutions; Engineering management; Information science; Information systems; Instruments; Management information systems; Q factor; Quality management; ANP; IT service; Information system; SERVQUAL;
Conference_Titel :
Networking and Digital Society (ICNDS), 2010 2nd International Conference on
Conference_Location :
Wenzhou
Print_ISBN :
978-1-4244-5162-3
DOI :
10.1109/ICNDS.2010.5479159
