Abstract
With the development of information technology and the integration of IT and business, IT industry is changing from product-oriented to service-oriented. As a result, IT service management has become more and more important. One of most issues concerned both by researchers and practitioners is IT service quality. Since the shift from product to service, traditional hardware and software have been integrated into service. Thus, traditional quality evaluation methods of software and hardware product cannot meet the requirements of IT service quality evaluation. With this goal, in this paper, we will propose a conceptual IT service quality evaluation model (ITSQM).
Access provided by Autonomous University of Puebla. Download to read the full chapter text
Chapter PDF
Similar content being viewed by others
References
Roses LK, Hoppen N, Henrique JL (2009) Management of perceptions of information technology service quality. Journal of Business Research 62:876–882
Gronoroos C (1984) A service quality model and its maketing implications. European Journal of Marketing 18:36–44
Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing 49:41–50
Bitner M, Hubbert A (1994) Encounter satisfaction versus overall satisfaction versus quality service quality: New directions in theory and practice. Sage Publications, Thousand Oaks
Dabholkar PA, Thorpe DI, Rentz JO (1996) A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science 24:3–16
Cronin J, Taylor S (1992) Measuring service quality: A reexamination and extension. Journal of Marketing 3:55–68
Dyke TP, Prybutok VR, Kappelman LA (1999) Cautions on the use of the SERVQUAL measure to assess the quality of information systems services. Decision Sciences 30:877–891
James J, Jiang G (2002) Measuring information system service quality: SERVQUAL from the other side. MIS Quarterly 6:145–166
KettingerW, Lee C (1999) Replication of measures in information systems research: The case of IS SERVQUAL. Decision Sciences 30:893–899
McDougall G, Levesque T (1994) A revised view of service quality dimensions: An empirical investigation. Journal of Professional Services Marketing 11:189–209
Acknowledgements
This research was supported by the National Natural Science Foundation of China (No. 71101060).
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2013 Springer-Verlag London
About this paper
Cite this paper
Liue, Z., Zhang, J., Zou, L. (2013). ITSQM: A Conceptual Model of IT Service Quality. In: Xu, J., Yasinzai, M., Lev, B. (eds) Proceedings of the Sixth International Conference on Management Science and Engineering Management. Lecture Notes in Electrical Engineering, vol 185. Springer, London. https://doi.org/10.1007/978-1-4471-4600-1_21
Download citation
DOI: https://doi.org/10.1007/978-1-4471-4600-1_21
Published:
Publisher Name: Springer, London
Print ISBN: 978-1-4471-4599-8
Online ISBN: 978-1-4471-4600-1
eBook Packages: EngineeringEngineering (R0)