Measuring IT service quality: evaluation of IT service quality measurement framework in industry

Cater-Steel, Aileen and Lepmets, Marion (2014) Measuring IT service quality: evaluation of IT service quality measurement framework in industry. Journal of Service Science Research, 6 (1). pp. 125-147. ISSN 2093-0720


IT service quality is determined by the value that the IT service brings to both the IT service provider and its customers, but service value is not measured in most IT service organizations today. We describe the fourth iteration of our IT service quality measurement framework and report on the evaluation of the framework in the Australian IT service industry. The data was gathered from 63 IT service providers through an online survey. The paper focuses on the application of the proposed IT service quality measurement framework in industry as well as the importance and feasibility of measuring and interlinking various IT service quality aspects. An important finding is that although the majority of respondents recognize the importance of IT service value, very few providers actually measure the value of their IT services. The findings also support the importance of taking a systemic approach to IT service measurement. It is clear that various service areas are inter-linked: IT service stability impacts on customer satisfaction, and process performance affects IT service stability. With the exception of three indicators, all the proposed indicators and measures were applied in the surveyed IT service organizations. Further efforts to confirm these findings will be undertaken within the global IT service industry.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 26 Feb 2015 07:49
Last Modified: 31 Mar 2015 03:32
Uncontrolled Keywords: IT service, IT service quality, IT service quality measurement, evaluation, online survey
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Identification Number or DOI: 10.1007/s12927-014-0005-5

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