Title :
Measuring information technology department service quality from casino´s employees in Macau
Author :
Chen-Kuo Pai ; Meng Long Xia ; Shun-Hsing Chen ; Te-Wei Wang
Author_Institution :
Fac. of Hospitality & Tourism Manage., Macau Univ. of Sci. & Technol., Taipa, China
Abstract :
Information technology (IT) acts as an important role in the hospitality and tourism industries. Without the IT department providing effective IT relating services, the employees can´t offer the quality of service to their customers. In this study, casino employees are the main subject of the investigation. The purpose is identifying the improvement priority among those IT service quality attributes provided by IT department, and the questionnaire has adopted the importance-satisfaction model (I-S model) as the major research model. The result has also demonstrated some service items need to be improved.
Keywords :
information technology; personnel; travel industry; I-S model; IT department; IT relating services; IT service quality; Macau; casino employees; hospitality; importance satisfaction model; information technology department service quality; quality of service; service items; tourism industries; Analytical models; Customer satisfaction; Educational institutions; Electronic mail; Information systems; Information technology; employee satisfaction; importance-satisfaction model (I-S model); information technology (IT); service quality;
Conference_Titel :
Engineering, Management Science and Innovation (ICEMSI), 2013 International Conference on
Conference_Location :
Taipa
DOI :
10.1109/ICEMSI.2013.6913996
