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International Conference on Instrumentation, Measurement, Circuits and Systems (ICIMCS 2011)

By
Chen Ming
Chen Ming
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ISBN:
9780791859902
No. of Pages:
1400
Publisher:
ASME Press
Publication date:
2011

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.

Abstract
Keywords:
Introduction
The Building Process of Quality Evaluation System for it Service of ERP Operation and Maintenance
Servqual Based Rating Scale for ERP Operation and Maintenance
Conclusion
References
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