ICT service quality measurement framework for Malaysian universities context

Abstract

Lack of quantitative research on ICT service quality (ICTSQ) impedes the collection of important information to improve ICT services (ICTS). The gap between the assessment of ICTSQ and the implementation by ICTS stakeholders leads to the need for this research. Current ICTSQ studies only identify service quality factors and attributes for assessing ICTSQ. This research developed a more comprehensive framework that identifies the structure of ICTSQ measurement comprising ICTS components, quality factors, quality attributes and key performance indicators (KPIs) of ICTSQ. The framework development adopted a mixed-method approach. It used qualitative data gathered from a case study of four Malaysian universities and a survey of ICTS stakeholders within 35 public and private universities in Malaysia. The study focused on ICTS within the university context because of its important role in creating significant impacts in many areas such as investment, customer loyalty, profitability, and competitive advantage. The findings from the case studies were used to verify the KPIs in the initial framework developed during the preliminary study. The rubric for ICTSQ measurement was then developed from the qualitative study. For the quantitative analysis of survey data, methods such as descriptive analysis, reliability analysis, regression analysis and ANOVA were used to produce a more reliable framework. All seven hypotheses on ICTSQ proposed in this framework were tested and accepted. The analysis showed that there were significant differences in terms of ICTSQ among ICTS stakeholders. The research also developed a web-based tool for measuring ICTSQ to validate the framework. The performance level of each ICTSQ KPI within the framework can be used as a guideline for ICTS stakeholders to improve their ICTSQ.