SERVQUAL gives a good view on managing which and how the services are being offered, user satisfaction with them and which service needs improvement. One point in favour of service quality measures is that according to Gartner Group (2012), application support is one of the spending trends. However, it does rely on questionnaires and scales on a very limited part of what constitute an IT department, leaving aside mainly the technical and financial aspects. Also, Van Dyke et al. (1997), citing Teas (1993), expresses three possible interpretations of “expectation”, what could cause problem with the results. Carman (1990), by Van Dyke et al. (1997), questions the ability of the model to be valid in multiple industries with considerable changes to it.
ISO (International Organization for Standardization) has various quality standards for software, IT and IS. One standard that has been utilized for measuring success in IS is ISO/IEC 9126-1. This standard from 2001 was initially developed to measure software quality but its framework has been utilized in IS and IT measurement also. As defined by ISO in 2001, the six characteristics and 27 sub characteristics:
• Functionality: The ability of the system to provide functions which meet stated and implied needs when the software is used under specified conditions;
• Reliability: The capability of the system to sustain a stated level of performance when used under specified conditions;
• Usability: The aptitude of the system to be comprehended, learned, used, and attractive to the user, when used under specified conditions;
• Portability: The capability of the system to be transferred from one environment to another;
• Maintainability: The ability of the system to be modified in the form of...
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...is focused on technical facet but the others areas are not covered. Palmius’ model is very broad and covers the most important topics, but fail to consider links and service quality. The best approach is probably using each model to its best feature. Like SERVQUAL for service quality, ISO for technical, DeLone & Mclean for user satisfaction and net benefits and Palmius’ model for a holist view, for example.
Nonetheless, when accessing the quality or success of a IS, a simple goal-setting method could go a long way. Setting specific and not far-fetched goals, keep a continuous and frequent system verification along with KPIs (key performance indicators) can help measure success and improve information system’s performance without any special framework in every company. Using all these methods together, each according to its strength seems to be the best approach.
ISO 9001 is a quality management standard that helps a company or an organisation to continually monitor quality across all operations. As an internationally recognised quality standard, it outlines ways to achieve, as well as
Fault tolerance is the property that enables a system to continue operating properly in the event of a failure.
With the correct metrics in place information can be gathered and reported on in order to form knowledge. Data is raw numbers, information is data with context, and knowledge is the information with understanding, which leads to decisions (Hunter Whitney, 2007). Basing decisions on every metric is a waste of resources and time. As a result, Key Performance Indicators (KPIs) distill the vast amount of data into information that is pertinent to the decision making. Some KPIs could be the items per hour, visitors per day, customer retention rate, conversion rate, etc. However, not all companies need to know all of the indicators, that is why KPIs are based on the business model and needs of the company.
The incorrect use for the meaning of functionality by the ENCODE project has brought more controversy. Functionality according to the ENCOD...
3. Functionality – it can measure the performance of a group such as purchasing or services or manufacturing. 4. Activity/Individual metrics – metrics that are specific to a person or activity (Vickery 1999).
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
Parasuranman, A. Z. and Berry, L.L. 1991. 'Refinement and reassessment of the SERVQUAL scale'. Journal of Retailing.67 (4), 420-450.
In order to make useful, there are some characteristics such as being practical and dependable. As a dependable for it must be acurate, unbiased and verifiable and practically accounting information must be compareable, prepared in a time frame, user friendly, consistent and able to differentiate.
Operations are all the processes in transforming inputs into desired outputs. These processes must be efficiently and effectively coordinated by managers and eventually they must accomplish specific organizational goals. All operations, despite how well managed they are, are capable of improvement. In order for the operations to be improved however, weaknesses should be identified first. Therefore operations need some kind of performance measurement as a prerequisite for improvement.
One method for guaranteeing quality is to have quality control set up. specifications detailed for products and services empowers an association to examine and evaluate how staff are performing against these standards. Conformance tends to imply that a 'level of quality is being maintained’. Quality control or quality assurance inspection is characterized as the evaluation of attributes regarding characterized standards to guarantee quality to the clients for any industry of business. In inspection and assurance of quality, diverse procedures are utilized and some are given
...igure within the system. The software should enable usability in accordance to the company requirements; it should be in a position to have the functionality that meet the need of the company.
Service quality can be delimiting as the comparison of service expectations from customers with companies’ actual performance perceptions. (Zeithaml, Berry and Parasuraman, 1990) In order to achieve perennial loyalty from customers and other considerable financial outcomes and creating new enterprise opportunities and find out new trends demands of the customers may also improved by the detection of services. (Kruse et al, 2010) Delivering high quality service in store become an elementary strategy for a company. (Zeithaml ,Berry and Parasuraman, 1996) Moreover, organizations and firms are struggling to achieve the strategic competitive advantages by offering high levels of quality service in obtain satisfaction from customers.
When implementing a new performance management system in an organization there are both advantages and disadvantages that need to be taken into consideration by the design team. However, one of the best ways to know if a performance management system is effective is by implementing the system within the organization and then continuously monitor and reevaluate if the system is still relevant to the organizational
...ement systems which combines both financial and non-financial measures which are considered more appropriate with the growing market. For instance, the two well-known performance measurements used by wide range of companies: Balanced Scorecard (BSC) and Performance Prism.
Gronroos (1982) introduced a service-oriented approach with perceived service quality theory and total perceived service quality model. The research was based on consumer behaviour and performance expectations’ effect on post-consumption assessments. It stated that there will be good perceived quality when the expected quality meets the customers’ expectations. It also said that the expected quality is a combination of factors such as word of mouth, firm image, price, customer needs and values. The customers’ needs as well as values determine customer’s choice and have an impact on expectations. Thus, the total perceived quality level is not simply determined by the technical and functional quality dimensions but by the gap between the expected and perceived quality.