Measuring information technology department service quality from casino's employees in Macau

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.