A Service Quality Management Model for the Public Information Systems
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Starting from the fact that the previous models to date fail to explain the discrepancy between the information system performances (outputs) and the organizational performances (outcomes), this study aims to suggest a new way of managing the quality of information systems service by reflecting service-dominant logic. The reliability and validity of the proposed model (ISQM) are assured by testing with two information systems public as sample cases which are being widely used at the front-end. It is also demonstrated how this model is extended to secure its applicability by accommodating the framework of HOQ (House of Quality). The notable contribution of this study is perhaps found in that ISQM covers not only input-process-output but also outcomes as a feedback of value creation process and makes it possible for the quality of information service as an integral part of the entire information systems life-cycle to be monitored at all time.
Abstract
Starting from the fact that the previous models to date fail to explain the discrepancy between the information system performances (outputs) and the organizational performances (outcomes), this study aims to suggest a new way of managing the quality of information systems service by reflecting service-dominant logic. The reliability and validity of the proposed model (ISQM) are assured by testing with two information systems public as sample cases which are being widely used at the front-end. It is also demonstrated how this model is extended to secure its applicability by accommodating the framework of HOQ (House of Quality). The notable contribution of this study is perhaps found in that ISQM covers not only input-process-output but also outcomes as a feedback of value creation process and makes it possible for the quality of information service as an integral part of the entire information systems life-cycle to be monitored at all time.
참고문헌 (29)
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