Web-based assessment of information systems services quality in Malaysian government agencies

Conducting assessments using conventional techniques is time consuming, labour intensive and costly. Assessment data captured through conventional means requires conversion to electronic form, relevant storage mechanism, and data crunching to obtain summaries and reports. Assessing Information Syste...

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Main Author:	M. Masilamani, M. Poobalan
Format:	Thesis
Language:	English
Published:	2005
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/4358/1/MPoobalanMMasilamaniMFSKSM2005.pdf
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id	my-utm-ep.4358
record_format	uketd_dc
spelling	my-utm-ep.43582018-01-28T02:12:05Z Web-based assessment of information systems services quality in Malaysian government agencies 2005-06 M. Masilamani, M. Poobalan QA75 Electronic computers. Computer science Conducting assessments using conventional techniques is time consuming, labour intensive and costly. Assessment data captured through conventional means requires conversion to electronic form, relevant storage mechanism, and data crunching to obtain summaries and reports. Assessing Information Systems Service Quality (ISSQ) moreover requires repetitive and continuous effort in order to improve service quality. In order to provide a solution to the above issues, this research firstly provides an understanding of assessment by identifying assessment elements through literature review on assessments conducted in various fields. The identified elements are assessment area, purpose, subject of assessment, measurement, results, and assessors. This is followed by development of a Model for Web-Based ISSQ Assessment that incorporates gap measurement from Gap Model. The model consists of the following components: service stakeholders, ISSQ elements, process, instrument, analysis, results and the Internet as a media of communication. A Web-Based ISSQ Assessment System Architecture is derived from the Model for Web-Based ISSQ Assessment. The architecture is used to develop a web-based ISSQ assessment prototype. Two case studies were conducted to test the model through the use of the prototype. The findings of the research are categorized into four parts. Firstly, it is found that the Model for web-based ISSQ Assessment is useful to the service providers of the case study organization as it provides a guideline for web-based ISSQ assessment. Secondly, gap measurement provides a simplified but useful means of assessing ISSQ by the stakeholders. Third, the addition of data mart and Online Analytical Processing (OLAP) cube enhances the value of assessment data. Finally, the research also shows that web-based assessment of ISSQ is applicable and practical, but requires good infrastructure support. 2005-06 Thesis http://eprints.utm.my/id/eprint/4358/ http://eprints.utm.my/id/eprint/4358/1/MPoobalanMMasilamaniMFSKSM2005.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Computer Science and Information System Faculty of Computer Science and Information System
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science M. Masilamani, M. Poobalan Web-based assessment of information systems services quality in Malaysian government agencies
description	Conducting assessments using conventional techniques is time consuming, labour intensive and costly. Assessment data captured through conventional means requires conversion to electronic form, relevant storage mechanism, and data crunching to obtain summaries and reports. Assessing Information Systems Service Quality (ISSQ) moreover requires repetitive and continuous effort in order to improve service quality. In order to provide a solution to the above issues, this research firstly provides an understanding of assessment by identifying assessment elements through literature review on assessments conducted in various fields. The identified elements are assessment area, purpose, subject of assessment, measurement, results, and assessors. This is followed by development of a Model for Web-Based ISSQ Assessment that incorporates gap measurement from Gap Model. The model consists of the following components: service stakeholders, ISSQ elements, process, instrument, analysis, results and the Internet as a media of communication. A Web-Based ISSQ Assessment System Architecture is derived from the Model for Web-Based ISSQ Assessment. The architecture is used to develop a web-based ISSQ assessment prototype. Two case studies were conducted to test the model through the use of the prototype. The findings of the research are categorized into four parts. Firstly, it is found that the Model for web-based ISSQ Assessment is useful to the service providers of the case study organization as it provides a guideline for web-based ISSQ assessment. Secondly, gap measurement provides a simplified but useful means of assessing ISSQ by the stakeholders. Third, the addition of data mart and Online Analytical Processing (OLAP) cube enhances the value of assessment data. Finally, the research also shows that web-based assessment of ISSQ is applicable and practical, but requires good infrastructure support.
format	Thesis
qualification_level	Master's degree
author	M. Masilamani, M. Poobalan
author_facet	M. Masilamani, M. Poobalan
author_sort	M. Masilamani, M. Poobalan
title	Web-based assessment of information systems services quality in Malaysian government agencies
title_short	Web-based assessment of information systems services quality in Malaysian government agencies
title_full	Web-based assessment of information systems services quality in Malaysian government agencies
title_fullStr	Web-based assessment of information systems services quality in Malaysian government agencies
title_full_unstemmed	Web-based assessment of information systems services quality in Malaysian government agencies
title_sort	web-based assessment of information systems services quality in malaysian government agencies
granting_institution	Universiti Teknologi Malaysia, Faculty of Computer Science and Information System
granting_department	Faculty of Computer Science and Information System
publishDate	2005
url	http://eprints.utm.my/id/eprint/4358/1/MPoobalanMMasilamaniMFSKSM2005.pdf
_version_	1747814518961995776

Web-based assessment of information systems services quality in Malaysian government agencies

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