The Development of IT Service Quality Standards in China

2014 ◽  
pp. 349-368
Author(s):  
Mike Gallivan ◽  
Chen Tao
Keyword(s):  
Service Quality ◽  
Quality Standards ◽  
It Service

scholarly journals Effects of channel encroachment on the software and service decisions in it supply chains

2021 ◽  
Vol 0 (0) ◽  
pp. 0
Author(s):  
Tinghai Ren ◽  
Nengmin Zeng ◽  
Dafei Wang ◽  
Shuwei Cheng
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
High Price ◽  
Software Developers ◽  
Sales Price ◽  
Software Developer ◽  
It Service ◽  
Extended Warranty ◽  
Service Supply Chain ◽  
Intensity Of Competition

<p style='text-indent:20px;'>Currently, many upstream software developers not only sell software through downstream service providers, but also directly sell it to clients. However, in the field of IT service supply chain management, there is a lack of research on the channel encroachment of software developers. In this study, we consider an IT service supply chain with a software developer, a service provider and client enterprises. Clients can either purchase the software (developed by the software developer) from the provider with a high price and additional pre-sale services, or directly purchase it from the developer with a low price but without pre-sale service. After purchasing the software, the clients can also purchase the extended warranty service from the developer. The study shows that the market size occupied by the developer and the intensity of competition between the two parties will neither affect the developer's product and service pricing decisions, nor influence the total demand for software products and extended warranty services, and thus will not impact his own profit. However, these factors will impact the provider's decisions for pre-sale service quality and software sales price, thereby affecting the provider's software demand and profit, and thus impact the performance of the supply chain. In addition, as the intensity of competition between both parties increases, the provider will simultaneously choose to reduce the pre-sales service quality and the software sales price to compete with the developer. Different from conclusions of the existing research on competition, we surprisingly observe that as the sensitivity of client enterprises to the extended warranty services price increases, both parties will increase the software price to compete. The encroachment of the developer will reduce the provider's software demand and profit, and thus lead to a decline in the performance of the supply chain. Therefore, the encroachment of the developer is an act of squeezing out partners by decreasing the profit of the provider, but without affecting his own profit.</p>

scholarly journals Customer expectations and service delivery: Are SME’s aware of the service quality standards gap?

2015 ◽  
Vol 12 (4) ◽  
pp. 175-184
Author(s):  
Johannes Arnoldus Wiid ◽  
Michael Colin Cant ◽  
Carly Prinsloo
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Competitive Advantage ◽  
Small Businesses ◽  
Quantitative Research ◽  
Small And Medium Enterprises ◽  
Quality Standards ◽  
Customer Expectations ◽  
Medium Enterprises ◽  
Service Standards

Competition among small businesses are high, as small businesses compete for market share which larger business do not engage with. A definite competitive advantage that small and medium enterprises (SMEs) can rely on is service quality (Kasul & Motwani in Anuar & Yusuff 2011:328; Tseng & Wu 2014:77). SMEs do not necessarily understand service standards and how to ensure that the service standard is implemented. The research utilised a quantitative research design whereby the data was collected by means of a 5-point Likert scale survey known as the SERVQUAL model. The results indicate that there are discrepancies between dimensions those owners feel should be adhered to and the extent to which they perceive their businesses to adhere to these dimensions.

scholarly journals Weaknesses of Servqual whıch Resources from Cognıtıve Dıfferences

2016 ◽  
Vol 6 (11) ◽  
pp. 34
Author(s):  
Ahmet Hakan Özkan
Keyword(s):  
Service Quality ◽  
Personality Disorders ◽  
Cultural Differences ◽  
Service Industry ◽  
Quality Standards ◽  
Cognitive Differences

<p>The quality standards of service industry are strictly customer-centric. Their expectations shape the service designs and their satisfaction shapes the competititon. SERVQUAL measures the service quality and it is one of the most important factors that shapes the service industry. SERVQUAL focuses on the perceptions of the customers, and if the perceptions of the customers are rational, it provides reliable results. But the cognitive differences may cause irrationality or perceptional differences, because of personality disorders or cultural differences. Thus, some common cognitive differences are the weaknesses of SERVQUAL. These weaknesses are elaborated with this study.</p>

The Effect of Sound Relationships on SLA's

2011 ◽  
pp. 1255-1259
Author(s):  
A.C. Leonard
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
User Satisfaction ◽  
Service Level Agreement ◽  
Service Level ◽  
End Users ◽  
End User ◽  
It Service ◽  
Common Understanding ◽  
Required Quality

End users have expectations regarding services and support, and the quality thereof, provided by the supplier. They compare their expectations to the received service to assess the service quality (Coye, 2004). In order to ensure that the service supplied by the service provider meets the expectations of end users, a successful service level agreement (SLA) is required. Quality SLA’s clearly define, amongst many other elements, the commitments and responsibilities of the IT service provider and end users within the service delivery processes (Larson, 1998). One method of measuring the success of SLA’s is by using service metrics with regard to the availability, reliability, serviceability, response, and user satisfaction of the SLA (Larson, 1998). Therefore, the success of the SLA depends on a clear, common understanding of the services and service quality between the service provider and end users. Furthermore commitment, trust, and cooperation between all parties is necessary to achieve success with SLA’s (Hiles, 1994). However, in this paper it is argued that all these soft issues can only form a basis when sound relationships are established and maintained between the IT service provider and end users (Leonard, 2002). This paper aims to determine how the establishment of a sound IT-end user relationship can add value to the SLA for both the IT service provider and the end users, and increase the success of SLA’s.

Survey of senior frontline clinicians regarding the quality of information technology across the UK

2020 ◽  
Vol 26 (9) ◽  
pp. 220-226
Author(s):  
Sunny Deo
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Healthcare Delivery ◽  
It Services ◽  
Quality Of Information ◽  
It Service ◽  
Increased Risk ◽  
Questionnaire Method ◽  
The Uk

Background/Aims The quality of information technology (IT) services is key to effective healthcare delivery. However, the high aspirations of health ministers for IT services in hospitals may not be aligned with clinicians' perceptions. This study aimed to assess frontline clinicians' perceptions of the quality of IT services in their institutions. Methods The British Orthopaedics Directors Society online forum was used to invite a group of trauma and orthopaedic clinical leads from a range of hospitals to complete a short questionnaire regarding their perceptions of IT service quality in their practice. Results Negative perceptions of IT service quality were found to be common, with 45% of respondents rating their trusts' overall IT quality as poor or very poor. Of these, 13% deemed their trust's IT service quality to be so poor as to put patients at increased risk. Wide disparities were also reported between respondents' ratings of IT infrastructure quality and institutional responsiveness to concerns. Conclusions This small initial evaluation highlights concerning variations in clinicians' perceptions of IT service quality across different trusts. It also suggests the need for further, more detailed assessment and monitoring of IT quality improvement, for which the same questionnaire method may be useful.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

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