Extending the IT service quality measurement framework through a systematic literature review
Extending the IT service quality measurement framework through a systematic literature review
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通过系统文献综述扩展 IT 服务质量衡量框架
DOI：
10.1007/s12927-012-0001-6
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发表时间：
2012
期刊：
影响因子：
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通讯作者：
Eric Ras
中科院分区：
文献类型：
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作者：
Marion Lepmets;Aileen Cater;Francis Gacenga;Eric Ras
持续改进服务质量，提高客户满意度，提高效率，并在公司内实现服务商业价值的最大化。服务质量改进过程的决策是基于可测量的服务质量属性的现状。本文的目的是描述IT服务质量的属性，可以衡量，以提高IT服务质量。我们报告的IT服务质量测量的系统性文献综述。该综述基于134篇与IT服务质量管理相关的期刊文章。其中，91篇文章被选中进行分析。我们提出了一个详细而全面的质量测量框架，IT服务使用的系统性文献综述的结果，以扩展以前的工作。该框架提出了六个共同问题领域及其相关的计量类别、措施和指标。IT服务提供商可以从建议的IT服务质量测量框架中选择满足其特定信息需求的测量方法。我们的结论是，IT服务质量的改进工作可以受益于考虑内部IT服务质量属性的角度来看，所提供的IT服务可以给客户和供应商带来的价值。
Continuous improvement of service quality results in enhanced customer satisfaction, increased efficiency and maximisation of business value of the service within the company. Decision-making on the course of service quality improvement is based on the current status of the measurable service quality attributes. The aim of the paper is to describe the IT service quality attributes that could be measured to improve IT service quality. We report on a systematic literature review of IT service quality measurement. The review was based on 134 relevant journal articles related to IT service quality management. Of these, 91 articles were selected for analysis. We propose a detailed and comprehensive quality measurement framework for IT services using the results of the systematic literature review to extend previous work. The framework presents six common issue areas with their associated measurement categories, measures, and indicators. IT service providers can choose the measures to satisfy their specific information needs from the proposed IT service quality measurement framework. We conclude that IT service quality improvement efforts could benefit from considering the internal IT service quality attributes from the viewpoint of the value the provided IT service could bring to both the customer and the provider.
业务和实施不确定性下的 IT 应用程序组合管理
DOI：
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发表时间：
2008
期刊：
Journal of Systems Science and Systems Engineering 17
影响因子：
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作者：
M. Kotani;J. Iijima
通讯作者：
J. Iijima