Universiti Teknologi Malaysia Institutional Repository

Development of information systems service quality (Issq) model for institute of higher learning context

Alias, Rose Alinda and Abdul Rahman, Azizah (2003) Development of information systems service quality (Issq) model for institute of higher learning context. In: Research Seminar RM7 & RM8, Aerospace, IT and Communication Focus Group, 2003, Puteri Pan Pacific, Johor Bahru.

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Abstract

The article reports the development process of Information Systems Service Quality (ISSQ) model, which was carried out through qualitative and multiple case study approach. Soft Systems Methodology was chosen as a theoretical framework for understanding ISS in Institute of Higher Learning (IHL) contexts. ISSQ Model evolved from incremental understanding and interpretation of the meaning of ISSQ in the case studies. The model represents elements and factors that contribute to ISSQ in a broader perspective. The identified elements are: 1) ISS package content quality, 2) ISS component quality and 3) management quality. In addition, the study discovered that organizational context also influence the perception of ISSQ.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:IS service, service quality, qualitative method
Subjects:Q Science > Q Science (General)
Divisions:Computer Science and Information System (Formerly known)
ID Code:3184
Deposited By: Norazlizafarah Anuar
Deposited On:21 May 2007 04:39
Last Modified:24 May 2012 06:28

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