The Enterprise IT Service Quality Model Based on Service Interaction and It’s Empirical Research

Abstract

The research explored the key factors affecting enterprise IT servicequality from the perspective of service user perception, constructedenterprise IT service quality model based on the service interactiontheory. Enterprise IT service not only involves the interactions betweenservice users and IT department, but also involves the interactionsbetween service user and IT system. The research defined the concepts ofhuman delivered service quality and system delivered service qualitybased on literature, and make the hypothesis that IT service quality isinfluenced by them, designed measure scale and collected data from asemi-controlled survey; finally, analyzed the data by following apsychometric procedure. The result shows that the measurement modelconfirm the validity and reliability and can provide theoretical supportfor IT service providers to measure user satisfaction and improve thequality of service.