Quality evaluation system of website information services management: A comparison between ITIL and CSI

Author

Hui, Yang

Author_Institution

Dept. of Comput. Sci., Huangshi Inst. of Technol., Huangshi, China

fYear

2012

fDate

3-5 June 2012

Firstpage

765

Lastpage

768

Abstract

It is very apparent to find out the advantages and limitations of ITIL and the CSI Quality Evaluation System of Website Information Services Management. This research compared and synthesized the two, complemented each other, the establishment of a more comprehensive and systematic Quality Evaluation System of Website Information Services. Not only through "self-assessment" of the data we known their own lack, then improved; can also through "peer assessment", obtained their own invisible inadequacies and proposed, actively absorbed and reasonably adopted, to made the Website, Information Services Management move closer to users.

Keywords

Web sites; customer satisfaction; information services; quality of service; CSI; ITIL; Information Technology Infrastructure Library; Website information services management; customer satisfaction index; data self-assessment; peer assessment; quality evaluation system; service quality; Customer satisfaction; Indexes; Information services; Quality management; Robots; Standards; System analysis and design; Evaluation System; Information Service; Satisfaction Level; Service Management; Service Quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Robotics and Applications (ISRA), 2012 IEEE Symposium on

Conference_Location

Kuala Lumpur

Print_ISBN

978-1-4673-2205-8

Type

conf

DOI

10.1109/ISRA.2012.6219303

Filename

6219303