Abstract
With the development of information technology and the integration of IT and business, IT industry is changing from product-oriented to service-oriented. As a result, IT service management has become more and more important. One of most issues concerned both by researchers and practitioners is IT service quality. Since the shift from product to service, traditional hardware and software have been integrated into service. Thus, traditional quality evaluation methods of software and hardware product cannot meet the requirements of IT service quality evaluation. With this goal, in this paper, we will propose a conceptual IT service quality evaluation model (ITSQM).
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