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Information Technology Journal
  Year: 2014 | Volume: 13 | Issue: 2 | Page No.: 302-309
DOI: 10.3923/itj.2014.302.309
 
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An Empirical Study for Measuring Information Technology Department Service Quality from Hospitality’s Employees in Macau

Chen-Kuo Pai, Shun-Hsing Chen and Te-Wei Wang

Abstract:
Business increasingly realizes the importance of service and product quality in order to maintain long-term competitiveness and profitability. This also applies to the hospitality and tourism industries. Currently, information technology plays an important role in the hospitality and tourism industries. Therefore, the Information System (IS) department is essential for business management. Without the IS department providing effective information system services, the employees cannot offer the quality of service to their customers. Due to the multitude of services provided by the IS department, the manager needs to identify the importance and satisfaction of these service attributes from the perspective of the employees. In this study, the services that casino IS employees provide are the main subject of the investigation. The purpose of this research is to identify the improvement priority among these service quality attributes and the questionnaire that was developed has adopted the Important-Satisfaction Model (I-S Model) as the major research method. The result has also demonstrated that three items f a ll in the Excellent Area; seven items fall in the To-be-improved Area; six items falln the Surplus Area; and six items fall in the Careless Area. The services in the To-be-improved Area should be assigned the highest priority for improvement.
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How to cite this article:

Chen-Kuo Pai, Shun-Hsing Chen and Te-Wei Wang, 2014. An Empirical Study for Measuring Information Technology Department Service Quality from Hospitality’s Employees in Macau. Information Technology Journal, 13: 302-309.

DOI: 10.3923/itj.2014.302.309

URL: https://scialert.net/abstract/?doi=itj.2014.302.309

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