Title: Metrics for assessing information technology performance in the service sector

Authors: Thompson S.H. Teo, Poh Kam Wong, Ee Hui Chia

Addresses: Faculty of Business Administration, National University of Singapore, 10 Kent Ridge Crescent, 119260, Singapore. ' Faculty of Business Administration, National University of Singapore, 10 Kent Ridge Crescent, 119260, Singapore. ' Faculty of Business Administration, National University of Singapore, 10 Kent Ridge Crescent, 119260, Singapore

Abstract: Assessing information technology (IT) performance has become increasingly important as companies continue to invest heavily in IT to streamline and reengineer business operations in order to compete more effectively in the global environment. This study examines metrics used to assess IT performance in the service sector. Data were collected using a mail survey of companies in the service sector. The metrics were assessed in terms of their frequency of use and usefulness. Results showed that the top IT performance metrics tend to be operational rather than financial in nature. Implications of the results are discussed.

Keywords: information technology; performance measurement; performance metrics; service sector.

DOI: 10.1504/IJBPM.1999.004466

International Journal of Business Performance Management, 1999 Vol.1 No.3, pp.327 - 337

Published online: 01 May 2004 *

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