A study on total quality evaluation model of information systems services

Recently, information technology and information system (IS) are rapidly diffused throughout the world. In the global competitive environment, the success of IS becomes the important one among the critical success factors (CSF) of the firm. For achieving it, the firm must continually involve itself in the quality evaluation and improvement of IS. The quality concept was changed into the customer-oriented quality one. There is no exception to the quality of IS. In the past, IS quality was determined by the IS developer or IS department offering service. Now it is evaluated by the user of IS service, and then the customer-oriented user satisfaction becomes an important issue. The purpose of this study is to develop the total quality evaluation model of IS through TQM approach. First, all success factors of the domestic IS are extracted from the foreign and domestic literatures of IS success factors including the technical and behavioral aspects. And the extracted factors are classified with evaluation levels for quality evaluation and developed into a total quality evaluation model. Finally the model usefulness is analyzed.