An Enterprise IT Service Quality Model (EISQM) Based on Service Interaction and Its Empirical Research

1. Tilokavichai, V., P. Sophatsathit. An Organization-Wide Analysis of ERPand Information Systems Interrelationship for Logistics Support. - Journal of System and Management Sciences, Vol. 1, 2011.Search in Google Scholar

2. Kettinger, W. J., C. C. Lee. Perceived Service Quality and User Satisfaction with the Information Services Function. - Decision Sciences, Vol. 25, 1995, 737-765.10.1111/j.1540-5915.1994.tb01868.xSearch in Google Scholar

3. Jia, R., B. H. Reich. IT Service Climate - An Essential Managerial Tool to Improve Client Satisfaction with IT Service Quality. - Inform Syst Manage, Vol. 28, 2011, 174-179.10.1080/10580530.2011.562401Search in Google Scholar

4. Liu, Z., J. Zhang, L. Zou. ITSQM: A Conceptual Model of IT Service Quality. - In: Proceedings of 6th International Conference on Management Science and Engineering Management, Islamabad, Pakistan, Springer, 2012, 245-253.Search in Google Scholar

5. Liu, Z., J. Zhang. The Evaluation Index System for Enterprise IT Service Quality. - In: Proceedings of 6th International Conference on Management Science and Engineering Management, Islamabad, Pakistan, 2012, 219-226.Search in Google Scholar

6. Garvin, D. A. What Does “Product Quality” Really Mean? - Sloan Management Review, Vol. 1, 1984, 1984.Search in Google Scholar

7. Nelson, R. R., P. A. Todd. Antecedents of Information and System Quality: An Empirical Examination Within the Context of Data Warehousing. - J. Manag. Inform. Syst., Vol. 21, 2005, 199-235.10.1080/07421222.2005.11045823Search in Google Scholar

8. Rust, R. T., P. K. Kannan. The Era of e-Service. New York, M. E. Sharpe, Inc., 2002.Search in Google Scholar

9. Boehm, B. W., H. In. Identifying Quality-Requirement Conflicts. - IEEE Software, Vol. 2, 1996.10.1109/52.506460Search in Google Scholar

10. Baroudi, J. J., W. J. Orlikowski. A Short-From Measure of User Information Satisfaction: A Psychometric Evaluation and Notes on Use. - J. Manag. Inform. Syst., Vol. 4, 1988.10.1080/07421222.1988.11517807Search in Google Scholar

11. Grönroos, C. Service Quality Model and Its Marketing Implications. - European Journal of Marketing, Vol. 18, 1984, 36-44.10.1108/EUM0000000004784Search in Google Scholar

12. Parasuraman, A., V. A. Zeithaml, L. L. Berry. A Conceptual Model of Service Quality and Its Implications for Future Research. - Journal of Marketing, Vol. 49, 1985, 41-50.10.1177/002224298504900403Search in Google Scholar

13. Parasuraman, Zeithaml, Berry. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. - Journal of Retailing, Vol. 64, 1988, 12-41.Search in Google Scholar

14. Barnes, S., R. Vidgen. An Evaluation of Cyber-Bookshops: The Web Qual Method. - International Journal of Electronic Commerce, Vol. 6, 2001, 11-30.10.1080/10864415.2001.11044225Search in Google Scholar

15. Sigala, M. The ASP-Qual Model: Measuring ASP Service Quality in Greece. - Managing Service Quality, Vol. 1, 2004, 103-114.10.1108/09604520410513703Search in Google Scholar

16. Yang, Y., C. Onita, J. Dhaliwal, X. Zhang. TESTQUAL: Conceptualizing Software Testing asa Service. - In: Proceedings of 15th Americas Conference on Information Systems (AMCIS), San Francisco, California, 2009.Search in Google Scholar

17. Benlian, A., M. Koufaris, T. Hess. Service Quality in Software-as-a-Service: Developing the Saa S-Qual Measure and Examining Its Role in Usage Continuance. - Journal of Management Information Systems, Vol. 3, 2012, 85-126.10.2753/MIS0742-1222280303Search in Google Scholar

18. Kabir, G., A. A. Hasin. Evaluation of Customer Oriented Success Factors in Mobile Commerce Using Fuzzy AHP, 2011.10.3926/jiem.2011.v4n2.p361-386Search in Google Scholar

19. Kettinger, W. J., C. C. Lee, S. Lee. Global Measures of Information Service Quality: A Cross-National Study. - Decision Sciences, Vol. 26, 1995, 569-588.10.1111/j.1540-5915.1995.tb01441.xSearch in Google Scholar

20. Van Dyke, T. P., L. A. Kappelman, V. R. Prybutok. Measuring Information Systems Quality: Concerns on the Use of the SERVQUAL Questionnaire. - Mis Quart, Vol. 21, 1997, 195-208.10.2307/249419Search in Google Scholar

21. Jiang, J. J., G. Klein, S. M. Crampton. A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement. - Decision Sciences, Vol. 31, 2000, 725-743.10.1111/j.1540-5915.2000.tb00940.xSearch in Google Scholar

22. Su, Q., Y. Li u, P. Cao. Study on B2Ce-Commerce Service Quality Based on Service Interaction. - Journal of the China Society for Scientific Andtechnical Information, Vol. 5, 2009, 784-790.Search in Google Scholar

23. Ding, Y., D. Straub. Quality of ISin Services: Theory and Validation of Constructs for Service, Information, and System. - In: Proceedings of International Conference on Information Systems ICIS’2008, 2008.Search in Google Scholar

24. De Lone, W. H., E. R. Mc Lean. The De Lone and Mc Lean Model of Information Systems Success: A Ten-Year Update. - Journal of Management Information Systems, Vol. 19, 2003, 9-30.10.1080/07421222.2003.11045748Search in Google Scholar

25. Darshana, S., G. Guy. A Factor and Structural Equation Analysis of the Enterprise Systems Success Measurement Model. - In: Proceedings of 25th International Conference on Information Systems, 2004. Search in Google Scholar