ICT service quality measurement framework for Malaysian universities context

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 se...

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Main Author:	Nor, Rozi Nor Haizan
Format:	Thesis
Language:	English
Published:	2013
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/33793/5/RoziNorHaizanNorPFSKSM2013.pdf
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id	my-utm-ep.33793
record_format	uketd_dc
spelling	my-utm-ep.337932017-07-24T01:20:17Z ICT service quality measurement framework for Malaysian universities context 2013-02 Nor, Rozi Nor Haizan QA75 Electronic computers. Computer science 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. 2013-02 Thesis http://eprints.utm.my/id/eprint/33793/ http://eprints.utm.my/id/eprint/33793/5/RoziNorHaizanNorPFSKSM2013.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:69953?site_name=Restricted Repository phd doctoral Universiti Teknologi Malaysia, Faculty of Computing Faculty of Computing
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science Nor, Rozi Nor Haizan ICT service quality measurement framework for Malaysian universities context
description	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.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Nor, Rozi Nor Haizan
author_facet	Nor, Rozi Nor Haizan
author_sort	Nor, Rozi Nor Haizan
title	ICT service quality measurement framework for Malaysian universities context
title_short	ICT service quality measurement framework for Malaysian universities context
title_full	ICT service quality measurement framework for Malaysian universities context
title_fullStr	ICT service quality measurement framework for Malaysian universities context
title_full_unstemmed	ICT service quality measurement framework for Malaysian universities context
title_sort	ict service quality measurement framework for malaysian universities context
granting_institution	Universiti Teknologi Malaysia, Faculty of Computing
granting_department	Faculty of Computing
publishDate	2013
url	http://eprints.utm.my/id/eprint/33793/5/RoziNorHaizanNorPFSKSM2013.pdf
_version_	1747816186522894336

ICT service quality measurement framework for Malaysian universities context

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