Measuring Information Technology Department Service Quality from Casino's Employees in Macau

被引：0

作者：

Pai, Chen-Kuo ^{[1
]}

Xia, Meng Long ^{[1
]}

Chen, Shun-Hsing ^{[2
]}

Wang, Te-Wei ^{[3
]}

机构：

[1] Macau Univ Sci & Technol, Fac Hospitality & Tourism Management, Ave Wai Long, Taipa, Macau, Peoples R China

[2] Yu Da Univ, Dept Mkt & Logist Management, Chao Chiao 361, Miao Li County, Taiwan

[3] Univ Illinois, Dept Management Informat Syst, Springfield, IL 62703 USA

来源：

2013 INTERNATIONAL CONFERENCE ON ENGINEERING, MANAGEMENT SCIENCE AND INNOVATION (ICEMSI 2013) | 2013年

关键词：

information technology (IT); service quality; importance-satisfaction model (I-S model); employee satisfaction;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Information technology (IT) acts as an important role in the hospitality and tourism industries. Without the IT department providing effective IT relating services, the employees can't offer the quality of service to their customers. In this study, casino employees are the main subject of the investigation. The purpose is identifying the improvement priority among those IT service quality attributes provided by IT department, and the questionnaire has adopted the importance-satisfaction model (I-S model) as the major research model. The result has also demonstrated some service items need to be improved.

引用

页数：4

共 50 条

[21] Information technology center service quality Assessment and application of SERVQUAL
Badri, Masood
Abdulla, Mohamed
Al-Madani, Abdelwahab
INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT, 2005, 22 (08) : 819 - +
[22] A FRAMEWORK TO IDENTIFY APPLICATIONS OF INFORMATION TECHNOLOGY TO IMPROVE SERVICE QUALITY
NATH, R
BEHAVIOUR & INFORMATION TECHNOLOGY, 1992, 11 (01) : 24 - 31
[23] Zones of tolerance: Alternative scales for measuring information systems service quality
Kettinger, WJ
Lee, CC
MIS QUARTERLY, 2005, 29 (04) : 607 - 623
[24] Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire
Van Dyke, Thomas P.
Kappelman, Leon A.
Prybutok, Victor R.
MIS Quarterly: Management Information Systems, 1997, 21 (02): : 195 - 208
[25] Transforming a method department from technology supplier to service provider
Andersson, I
Mathiassen, L
Nilsson, K
NEW PERSPECTIVES ON INFORMATION SYSTEMS DEVELOPMENT: THEORY, METHODS AND PRACTICE, 2002, : 507 - 518
[26] Understanding Technology Acceptance of Government Information Systems from Employees' Perspective
Decman, Mitja
INTERNATIONAL JOURNAL OF ELECTRONIC GOVERNMENT RESEARCH, 2015, 11 (04) : 69 - 88
[27] Does greater access to employees with information technology capability improve financial reporting quality?
Abernathy, John L.
Klaus, Jan Philipp
Le, Linh
Masli, Adi
CONTEMPORARY ACCOUNTING RESEARCH, 2023, 40 (03) : 2071 - 2105
[28] Measuring Information Technology's Indirect Impact on Firm Performance
Yao Chen
Joe Zhu
Information Technology and Management, 2004, 5 (1-2) : 9 - 22
[29] EMPLOYER'S EXPECTATIONS TOWARDS THE EMPLOYEES FROM THE MARKETING AND MANAGEMENT DEPARTMENT
Grabara, J.
POLISH JOURNAL OF MANAGEMENT STUDIES, 2013, 7 : 58 - 70
[30] Exploring service quality of the department stores: a study from India
Bandyopadhyay, Nirmalya
INTERNATIONAL JOURNAL OF INDIAN CULTURE AND BUSINESS MANAGEMENT, 2016, 13 (01) : 20 - 34

← 1 2 3 4 5 →