A Comparative Study of ICT Value Measurement Models

The value of ICT to service industry in both context and perspective could be used as a basis for exploring its service systems. Besides, ICT value measurement helps to uncover the contribution of ICT to the tripod goal of service organisation(s): profitability, staff productivity and customer satisfaction. However, how to measure the value of ICT which are often times intangible, is not only strange to services science experts and managers of service organisation but also confront them with the problem of choice of the appropriateness of existing ICT value measurement tool(s) to a service organisation. This paper attempts to be a one stop shop to services science experts and managers of service organisation by identifying and explicating among the several intangible value measurement tools those that are particularly suited to ICT value measurement and exposed their features, strengths and weaknesses. This will help in uncovering the contribution of ICT to service organisations