Development of Framework for Information System Strategy Formulation

Abstract

This study aims to develop a framework that can be used to assess the quality of information system services and formulate an improvement strategy. The method used in the research is qualitative methods. The proposed framework is a combination of SERVQUAL and Kano to measure the quality of information system services and Quality Function Deployment (QFD) to determine its improvement strategy. The proposed framework has 6 (six) stages, namely: (1) determining user requirements (UR), (2) determining the importance of UR, (3) determining technical requirements (TR), (4) determining UR correlation with TR, (5) determine the importance of TR, and (6) determine the priority of implementing the strategy. The highest priority is occupied by TR with the largest value, while the lowest priority is occupied by TR with the smallest value.