The performance measurement model for ICT service quality (ICTSQ)

Abstract

This paper proposed a study on developing a performance measurement model for information and communication technology service quality (ICTSQ). Based on most previous literature within ICT studies, many models have been developed in the concern of service quality (SQ). However, most of these models have not investigated the performance measurement for their service quality (SQ). So far, studies have only focused on analyzing and identifying various factors and attributes based on the context involved. Therefore, this study tries to fill this gap by identifying the related key performance indicators involved in measuring ICTSQ. For this study purposes, it will investigate the performance measurement area and component to measure the performance of ICTSQ within the current context of Malaysian Universities (MUs). Besides, this study will list the related factors and KPIs based on the component involved. The findings of this study is hoped to derive an appropriate performance measurement model for measuring ICTSQ based on the context of MUs. Literature review has been done and survey in preliminary study is conducted to the selected MU to gather the empirical data for this study.