The evaluation of the IT service quality measurement framework in industry

Lepmets, Marion and Mesquida, Antoni Lluis and Cater-Steel, Aileen and Mas, Antonia and Ras, Eric (2014) The evaluation of the IT service quality measurement framework in industry. Global Journal of Flexible Systems Management, 15 (1). pp. 39-57. ISSN 0972-2696

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
service quality. To attain our research objectives, we
evaluate the IT service quality measurement framework
that we proposed earlier. The evaluation is done through
semi-structured interviews with IT service providers. This
study follows the design science research paradigm that is
based on constructive research. The interviewed organizations collect and analyse data about various IT service quality measures from all the dimensions of the proposed framework without understanding the interdependencies between them. We use the systems thinking approach to interpret the results and to describe the importance of a holistic view in understanding the behaviour of a service system. Finally, we contextualize the IT service quality measurement framework that supports the provider-driven IT service improvement in the simple, complicated and complex contexts.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: © Global Institute of Flexible Systems Management 2013. Permanent restricted access to Published version in accordance with the copyright policy of the publisher.
Faculty / Department / School: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 10 Mar 2014 05:43
Last Modified: 21 Apr 2015 23:32
Uncontrolled Keywords: IT service quality measurement; process improvement; provider-driven IT service improvement; systems thinking
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890299 Computer Software and Services not elsewhere classified
Identification Number or DOI: 10.1007/s40171-013-0052-7
URI: http://eprints.usq.edu.au/id/eprint/24736

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