Measuring and Evaluating Frameworks for IT Service Quality in the IT Industry: A Comparative Study

Measuring and evaluating IT service quality is essential for ensuring customer satisfaction and improving organizational performance in the IT industry. This paper presents a systematic literature review comparing the most popular frameworks for measuring and evaluating IT service quality, including ITIL, COBIT, SERVQUAL, and E-SERVQUAL. The study used a systematic approach to identify and analyze 20 articles that compared the effectiveness of these frameworks for measuring and evaluating IT service quality. The research findings show that all four frameworks effectively measure and evaluate IT service quality, but each has its strengths and weaknesses. ITIL was the most comprehensive framework, and COBIT provided a broader focus on IT governance. SERVQUAL is a well-known framework used in the service industry to assess customer perceptions of service quality. E-SERVQUAL is an extension of SERVQUAL that focuses specifically on electronic services. The study provides insights into the effectiveness of these frameworks for IT service quality management and offers recommendations for selecting the appropriate framework based on organizational needs and goals.