International Conference on Instrumentation, Measurement, Circuits and Systems (ICIMCS 2011)
91 A Study of Service Quality Assessment for ERP Operation and Maintenance Based on SERVQUAL Model
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- Ris (Zotero)
- Reference Manager
It starting from the ITIL standards summed up the key performance indicators for IT services of ERP operation and maintenance. And modify the SRRVQUAL model as a basis. Then follow the empirical research paradigm, conducted a survey through factor analysis, screening of the five dimensions of 27 indicators, constitute for the ERP operation and maintenance of IT service quality evaluation system. IT operations and maintenance service quality evaluation methods are given recommendations.