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A model of KPI for measuring ICT service quality

This paper proposes a model to develop key performance indicators (KPIs)for the purpose of measuring ICT service quality (ICTSQ). In this decade,the importance of ICT in every stage of work by individuals, businesses or organizations are very apparent and cannot be denied. Hence, ICT services(ICTS)...

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Main Authors: Nor, Rozi Nor Haizan, Alias, Rose Alinda, Abdul Rahman, Azizah
Format: Conference or Workshop Item
Language:English
Published: Departemen Sistem Informasi, Institut Teknologi Sepuluh Nopember 2013
Online Access:http://psasir.upm.edu.my/id/eprint/22161/1/ID%2022161.pdf
http://psasir.upm.edu.my/id/eprint/22161/
http://is.its.ac.id/pubs/oajis/index.php/home/pub/14/ISICO-2013
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spelling my.upm.eprints.221612018-03-29T01:45:56Z http://psasir.upm.edu.my/id/eprint/22161/ A model of KPI for measuring ICT service quality Nor, Rozi Nor Haizan Alias, Rose Alinda Abdul Rahman, Azizah This paper proposes a model to develop key performance indicators (KPIs)for the purpose of measuring ICT service quality (ICTSQ). In this decade,the importance of ICT in every stage of work by individuals, businesses or organizations are very apparent and cannot be denied. Hence, ICT services(ICTS) have become critical activities that need to be measured from time totime to ensure the quality and advantages of the ICT usage. It has been proven since many research works in service quality areas, including ICTS, have discussed the assessment, measurement and improvement of their service quality by proposing related models or frameworks. However, there is still a lack of provision a quantifiable approach by which to measure the ICTSQ since most of the previous research were only focused on the initial stage of service quality assessment and measurement. Thus far, the majority of them only had concerns regarding analyzing and identifying various factors and attributes of service quality based on the particular context involved. Due to this problem, it has come to the attention of this study to develop relevance KPIs for measuring ICTSQ. This paper proposes the development of KPI as a quality measurement approach for ICT services(ICTS). KPI is suggested as being the latest and most effective measureable approach for assessing performance in many aspects and contexts, including the aspect of ICTS. For measuring purposes, this study reviewed the current ICTS scope and ICTSQ factors based on the context involved. The investigation is done within the context of Malaysian Universities (MUs). Interviews to ICTS stakeholders were conducted within the context to get the empirical data. The KPI development model is intended to provide ideas and guidelines for the purpose of ICTSQ measurement for ICTSQ measurement. Departemen Sistem Informasi, Institut Teknologi Sepuluh Nopember 2013 Conference or Workshop Item PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/22161/1/ID%2022161.pdf Nor, Rozi Nor Haizan and Alias, Rose Alinda and Abdul Rahman, Azizah (2013) A model of KPI for measuring ICT service quality. In: Information Systems International Conference (ISICO), 2-4 Dec. 2013, Bali, Indonesia. (pp. 32-38). http://is.its.ac.id/pubs/oajis/index.php/home/pub/14/ISICO-2013
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description This paper proposes a model to develop key performance indicators (KPIs)for the purpose of measuring ICT service quality (ICTSQ). In this decade,the importance of ICT in every stage of work by individuals, businesses or organizations are very apparent and cannot be denied. Hence, ICT services(ICTS) have become critical activities that need to be measured from time totime to ensure the quality and advantages of the ICT usage. It has been proven since many research works in service quality areas, including ICTS, have discussed the assessment, measurement and improvement of their service quality by proposing related models or frameworks. However, there is still a lack of provision a quantifiable approach by which to measure the ICTSQ since most of the previous research were only focused on the initial stage of service quality assessment and measurement. Thus far, the majority of them only had concerns regarding analyzing and identifying various factors and attributes of service quality based on the particular context involved. Due to this problem, it has come to the attention of this study to develop relevance KPIs for measuring ICTSQ. This paper proposes the development of KPI as a quality measurement approach for ICT services(ICTS). KPI is suggested as being the latest and most effective measureable approach for assessing performance in many aspects and contexts, including the aspect of ICTS. For measuring purposes, this study reviewed the current ICTS scope and ICTSQ factors based on the context involved. The investigation is done within the context of Malaysian Universities (MUs). Interviews to ICTS stakeholders were conducted within the context to get the empirical data. The KPI development model is intended to provide ideas and guidelines for the purpose of ICTSQ measurement for ICTSQ measurement.
format Conference or Workshop Item
author Nor, Rozi Nor Haizan
Alias, Rose Alinda
Abdul Rahman, Azizah
spellingShingle Nor, Rozi Nor Haizan
Alias, Rose Alinda
Abdul Rahman, Azizah
A model of KPI for measuring ICT service quality
author_facet Nor, Rozi Nor Haizan
Alias, Rose Alinda
Abdul Rahman, Azizah
author_sort Nor, Rozi Nor Haizan
title A model of KPI for measuring ICT service quality
title_short A model of KPI for measuring ICT service quality
title_full A model of KPI for measuring ICT service quality
title_fullStr A model of KPI for measuring ICT service quality
title_full_unstemmed A model of KPI for measuring ICT service quality
title_sort model of kpi for measuring ict service quality
publisher Departemen Sistem Informasi, Institut Teknologi Sepuluh Nopember
publishDate 2013
url http://psasir.upm.edu.my/id/eprint/22161/1/ID%2022161.pdf
http://psasir.upm.edu.my/id/eprint/22161/
http://is.its.ac.id/pubs/oajis/index.php/home/pub/14/ISICO-2013
_version_ 1643827746857549824
score 13.211869

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