Using electronic services quality metrics as an enabler of business-IT strategy alignment

Abstract

This study discusses how the Electronic Services Quality Metrics can be used as a useful tool in bridging the Business IT strategy gap. During our work as researchers in eCommerce domain, and as academic lecturers to many IT strategy courses; we have concluded some potential uses of some methodologies that are being applied in the eMarketing domain. These methodologies can enhance the implementation process of IT governance. We discuss how our eSQ model of consensus which was previously proposed in earlier research, can be used to enhance the alignment between Business-IT strategy. Our study discusses the CoBIT model of IT governance and how the eSQ model of consensus can be integrated to enhance the alignment. Based on our past research and experience in the related field, we have concluded that a qualitative research methodology reflecting our ideas and experiences would be a suitable approach to present our ideas. © 2010 Springer-Verlag.