Evaluation of Methods for Customer Integration to the Quality of IT Services

Abstract

Abstract The aim of the present paper is to analyze how the concepts of customer integration can support the evaluation of the quality related to information technology (IT) service process in order to identify aspects of positive improvements. The customer can assume different roles in the IT service process; the effect is analyzed based on these potential customer roles, by the results of a developed survey. Research concepts of customer integration give little consideration so far to the perspective of the customer. However, the customer will only bear his own expenses for the integration, if he even reaches a significant benefit in the IT service process quality. The research methodology used in the investigation consists of a combination of methods and tools of customer integration and customer binding applied in the IT service process management. The aim of the research is to evaluate whether these methods can contribute positively to the IT service quality improvement. The result of this research consists of a model for evaluation of the IT service process effects. Within empirical research, a structured standardized interview was conducted.