The Assessment of Internal Service Quality Perception of System Administrators  Case of Services Provided by Data Centre Hosting to Local Bank in South Africa This study assesses the perception of service quality provided by data hosting companies to system administrators at one of South Africau0027s five major banks in Johannesburg in terms of the difference between the expected quality level and the actual service quality received to suggest recommendations aimed at resolving the issues that would be exposed. The SERVQUAL model was adopted in the survey design to classify key service quality dimensions. With a 100% response rate, an analysis of the gap score was conducted on the data collected. The findings showed that such an exercise has never been conducted at the company over the past five years, and it indicated that the overall quality of service is at its lowest as perceived by system administrators which leads to a constantly decreasing level of customer satisfaction. From the evaluation of all the quality dimensions, none of them met customers satisfaction criteria, with all the dimensions presenting negative gap scores. The study recommends that data hosting centers should implement data center service quality (DCSQ) to successfully meet the quality service expectations of system administrators.

Online service quality and perceived value in mobile government success: An empirical study of mobile police in China Abstract   Measuring the success of mobile government (mgovernment) is a significant challenge faced by the public sector today, as governments are increasingly using mobile technology to provide public services to citizens and mgovernment endeavors have often fallen short of their potential. To address this gap, we draw on DeLone and McLeanxe2x80x99s (2003) updated information systems (IS) success model in order to develop an mgovernment success model that theorizes service quality as comprising online and offline service quality and further uses perceived value to measure net benefits. The results of a survey of 286 mgovernment users in China indicate that information quality and online service quality, but not system quality, are positively associated with citizen satisfaction, which in turn is positively associated with perceived value. The results also show that the relationship between online service quality and citizen satisfaction is positively moderated by offline service quality, while citizen satisfaction partially mediates the relationships between information qualityonline service quality (but not system quality) and perceived value. This study extends the updated IS success model by differentiating between online and offline service quality, as well as by introducing the notion of perceived value. Our results provide guidance to researchers and practitioners regarding the role of service quality and perceived value in measuring mgovernment system success.