The Enterprise IT Service Quality Model Based on Service Interaction and It’s Empirical Research

Zhiliang Liu () and Jinlong Zhang ()
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Zhiliang Liu: Huazhong University of Science and Technology
Jinlong Zhang: Huazhong University of Science and Technology

A chapter in LISS 2013, 2015, pp 227-234 from Springer

Abstract: Abstract The research explored the key factors affecting enterprise IT service quality from the perspective of service user perception, constructed enterprise IT service quality model based on the service interaction theory. Enterprise IT service not only involves the interactions between service users and IT department, but also involves the interactions between service user and IT system. The research defined the concepts of human delivered service quality and system delivered service quality based on literature, and make the hypothesis that IT service quality is influenced by them, designed measure scale and collected data from a semi-controlled survey; finally, analyzed the data by following a psychometric procedure. The result shows that the measurement model confirm the validity and reliability and can provide theoretical support for IT service providers to measure user satisfaction and improve the quality of service.

Keywords: IT service; Service quality; Service interaction (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-40660-7_33

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DOI: 10.1007/978-3-642-40660-7_33

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