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Metrics for assessing information technology performance in the service sector


  • Thompson S.H. Teo
  • Poh Kam Wong
  • Ee Hui Chia


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.

Suggested Citation

  • Thompson S.H. Teo & Poh Kam Wong & Ee Hui Chia, 1999. "Metrics for assessing information technology performance in the service sector," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 1(3), pages 327-337.
  • Handle: RePEc:ids:ijbpma:v:1:y:1999:i:3:p:327-337

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