Quality and Performance of service industries due to IT adoption

This book addresses a number of issues related to IT adoption in service Industries, such as the status of IT adoption and its evaluation, and relationships between IT adoption and service quality and system performance. In consideration of recent research needs and scenarios as evidenced in the review of literature, the research work aims to identify the areas in which IT adoption needs improvement so that different strategies may be adopted for different functions. A questionnaire survey is conducted among service firms in India in order to identify some of the best practices followed by firms such as in-house development, supplier's development, installation of IT equipments. Statistical analysis is carried out to provide useful relevant information from the data collected on each of the issues considered in the survey. ANOVA models are developed for relating IT adoption, quality and performance. Three models are proposed in this book. The objective of the first model is to evaluate IT adoption in the firm. It takes into consideration both the main and support functions of IT adoption using a unique approach. The second model aims to establish relationships betwe