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Extending the IT service quality measurement framework through a systematic literature review

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References

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2010Designing an evaluation framework for IT service management128 cited

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2009The relationship between service quality and retention within the automated and traditional contexts of retail banking116 cited

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2013The Evaluation of the IT Service Quality Measurement Framework in Industry27 cited
2019Development and evaluation of a software-mediated process assessment method for IT service management25 cited
2019Digital services governance: IT4IT™ for management of technology17 cited
2020The interaction between social media, knowledge management and service quality: A decision tree analysis16 cited
2014A Method to Select IT Service Management Processes for Improvement16 cited
2018Assessing the quality of information technology infrastructure services16 cited
2017Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study12 cited