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.
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页数：4
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