Understanding information system service quality using soft system methodology

Abstract

For the past few years, information system and information technology (IS/IT) has played a significant role in Institutes of Higher Learning (IHL). The introduction of e-learning that exploits the use of client-server and internet technology has turned IS/IT into a critical and essential resource for all IHLs. The demand for IS services among the IHL community has increased tremendously. The traditional roles of IS service in providing and managing IS/IT to support core activities of IHL community have turned into exploiting the use of IS/IT for competitive advantage (Ward, 1994; Arms, 1992; Burbules, 2000).