کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
10368143 | 874184 | 2005 | 14 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
An exploratory study into factors of service quality for application service providers
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کلمات کلیدی
موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
سیستم های اطلاعاتی
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چکیده انگلیسی
An examination of the services offered by application service providers (ASPs) indicates that their current service quality needs to be improved to satisfy current and future clients. This study attempted to fulfill this need by identifying the dimensions of service quality for the ASP industry through both qualitative and quantitative approaches. As a result, seven dimensions were identified (features, availability, reliability, assurance, empathy, conformance, and security). In addition, an initial checklist was developed to help ASPs assess and diagnose their service quality performance. Some insights and implications to the ASP practitioners were also discussed.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Information & Management - Volume 42, Issue 8, December 2005, Pages 1067-1080
Journal: Information & Management - Volume 42, Issue 8, December 2005, Pages 1067-1080
نویسندگان
Qingxiong Ma, J. Michael Pearson, Suresh Tadisina,