How to cite this paper
Nayak, N., Behera, A., Mishra, A & Das, H. (2017). Measuring the performance of service delivery Systems: with application to software industry and banking in India.Management Science Letters , 7(7), 359-372.
Refrences
Arasli, H., Turan Katircioglu, S., & Mehtap-Smadi, S. (2005). A comparison of service quality in the banking industry: Some evidence from Turkish-and Greek-speaking areas in Cyprus. International Journal of Bank Marketing, 23(7), 508-526.
Behera, A. K., Nayak, N. C., & Das, H. C. (2015). Performance Measurement in Banking & Software Firm: An Empirical Research. Global Journal of Flexible Systems Management, 16(1), 3-18.
Behera, A. K., Nayak, N. C., Das, H. C., & Mohapatra, R. N. (2015). An empirical study of the im-pact of IT on performance in Indian service industries. Global Business and Organizational Ex-cellence, 34(3), 67-78.
Behera, A., Nayak, N., & Das, H. (2015). Performance measurement due to IT adoption. Business Process Management Journal, 21(4), 888-907.
Bergendahl, G., & Lindblom, T. (2008). Evaluating the performance of Swedish savings banks ac-cording to service efficiency. European Journal of Operational Research, 185(3), 1663-1673.
Behera, A. K., Nayak, N. C., & Das, H. C. (2015). Performance measurement in banking & software firm: An empirical research. Global Journal of Flexible Systems Management, 16(1), 3-18.
Bruque, S., & Moyano, J. (2007). Organisational determinants of information technology adoption and implementation in SMEs: The case of family and cooperative firms. Technovation, 27(5), 241-253.
Carmeli, A., Sternberg, A., & Elizur, D. (2008). Organizational culture, creative behavior, and infor-mation and communication technology (ICT) usage: A facet analysis. CyberPsychology & Behav-ior, 11(2), 175-180.
Chan, H. C., & Ngai, E. W. T. (2010). What makes customers discontent with service providers? An empirical analysis of complaint handling in information and communication technology ser-vices. Journal of business ethics, 91(1), 73-110.
Chang, T. H. (2014). Fuzzy VIKOR method: a case study of the hospital service evaluation in Tai-wan. Information Sciences, 271, 196-212.
Chen, J. S., & Tsou, H. T. (2012). Performance effects of IT capability, service process innovation, and the mediating role of customer service. Journal of Engineering and Technology Manage-ment, 29(1), 71-94.
Chi Cui, C., Lewis, B. R., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191-201.
Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technologies. MIS Quarterly, 13(3), 319-340.
Dewhurst, F. W., Rafael Martínez-Lorente, A., & Sánchez-Rodríguez, C. (2003). An initial assess-ment of the influence of IT on TQM: a multiple case study. International Journal of Operations & Production Management, 23(4), 348-374.
Ojha, D., Salimath, M., & D’Souza, D. (2014). Disaster immunity and performance of service firms: The influence of market acuity and supply network partnering. International Journal of Production Economics, 147, 385-397.
Durdyev, S., Ihtiyar, A., Ismail, S., Ahmad, F. S., & Bakar, N. A. (2014). Productivity and service quality: Factors affecting in service industry. Procedia-Social and Behavioral Sciences, 109, 487-491.
Ghobakhloo, M., Zulkifli, N. B., & Aziz, F. A. (2010). The interactive model of user information technology acceptance and satisfaction in small and medium-sized enterprises. European Journal of economics, finance and administrative sciences, 19(1), 7-27.
Ghobakhloo, M., Benitez-Amado, J., & Arias-Aranda, D. (2011, April). Reasons for information technology adoption and sophistication within manufacturing SMEs. In POMS 22nd Annual Con-ference: Operations management: The enabling link. Reno, USA, April (Vol. 29).
Goo, J. (2010). Structure of service level agreements (SLA) in IT outsourcing: The construct and its measurement. Information Systems Frontiers, 12(2), 185-205.
Gustafsson, A., Nilsson, L., & Johnson, M. D. (2003). The role of quality practices in service organi-zations. International Journal of Service Industry Management, 14(2), 232-244.
Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' fi-nancial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127-147.
Hussain, M., & Gunasekaran, A. (2002). Management accounting and performance measures in Japa-nese banks. Managing Service Quality: An International Journal, 12(4), 232-245.
Igbaria, M., & Tan, M. (1997). The consequences of information technology acceptance on subse-quent individual performance. Information & management, 32(3), 113-121.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: the development of an instrument. Journal of Marketing Management, 20(1-2), 185-207.
Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: a content analy-sis. International journal of bank marketing, 19(7), 276-291.
Kannabiran, G., & Narayan, P. C. (2005). Deploying Internet banking and e‐commerce—case study of a private‐sector bank in India. Information Technology for Development, 11(4), 363-379.
KPMG (2015). Mobile banking (2015) https://www.kpmg.com/ UK/en/IssuesAndInsights/ Articles Publications/Documents/PDF/mobile-banking-report-2015.pdf.
Lepmets, M., Mesquida, A. L., Cater-Steel, A., Mas, A., & Ras, E. (2014). The evaluation of the IT service quality measurement framework in industry. Global Journal of Flexible Systems Manage-ment, 15(1), 39-57.
Lee, P. K., Cheng, T. E., Yeung, A. C., & Lai, K. H. (2011). An empirical study of transformational leadership, team performance and service quality in retail banks. Omega, 39(6), 690-701.
Liu, Y., Chen, Y., & Zhou, C. (2006, October). Determinants affecting end-user satisfaction of in-formation technology service. In Service Systems and Service Management, 2006 International Conference on (Vol. 1, pp. 478-481). IEEE.
Mwangi, B. J., & Brown, I. (2015). A decision model of Kenyan SMEs' consumer choice behavior in relation to registration for a mobile banking service: A contextual pPerspective. Information Tech-nology for Development, 21(2), 229-252.
Mikhailov, L., & Tsvetinov, P. (2004). Evaluation of services using a fuzzy analytic hierarchy pro-cess. Applied Soft Computing, 5(1), 23-33.
Kumar Behera, A., Nayak, N. C., Das, H. C., & Mohapatra, R. N. (2015). An empirical study of the impact of IT on performance in Indian service industries. Global Business and Organizational Ex-cellence, 34(3), 67-78.
Nudurupati, S. S., Bititci, U. S., Kumar, V., & Chan, F. T. (2011). State of the art literature review on performance measurement. Computers & Industrial Engineering, 60(2), 279-290.
Park, J., Lee, J., Lee, H., & Truex, D. (2012). Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services. International Journal of Infor-mation Management, 32(5), 459-468.
Pick, J. B., Gollakota, K., & Singh, M. (2014). Technology for development: Understanding influ-ences on use of rural telecenters in India. Information Technology for Development, 20(4), 296-323.
Shaik, M.N. and Abdul, K.W (2014) “Comprehensive performance measurement and causal-effect decision making model for reverse logistics enterprise,” Computers and Industrial Engineering, Vol. 68, pp. 87-103.
Southern, A., & Tilley, F. (2000). Small firms and information and communication technologies (ICTs): toward a typology of ICTs usage. New Technology Work and Employment, 15(2), 138-154.
Tanriverdi, H. (2005). Information technology relatedness, knowledge management capability, and performance of multibusiness firms. MIS quarterly, 29(2), 311-334.
Therrien, P., Doloreux, D., & Chamberlin, T. (2011). Innovation novelty and (commercial) perfor-mance in the service sector: A Canadian firm-level analysis. Technovation, 31(12), 655-665.
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in re-tail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Ser-vices, 20(6), 579-586.
Yee, R. W., Lee, P. K., Yeung, A. C., & Cheng, T. C. E. (2013). The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study. International Journal of Production Economics, 141(2), 452-464.
Zhang, X., Chen, R., & Ma, Y. (2007). An empirical examination of response time, product variety and firm performance. International Journal of Production Research, 45(14), 3135-3150.
Behera, A. K., Nayak, N. C., & Das, H. C. (2015). Performance Measurement in Banking & Software Firm: An Empirical Research. Global Journal of Flexible Systems Management, 16(1), 3-18.
Behera, A. K., Nayak, N. C., Das, H. C., & Mohapatra, R. N. (2015). An empirical study of the im-pact of IT on performance in Indian service industries. Global Business and Organizational Ex-cellence, 34(3), 67-78.
Behera, A., Nayak, N., & Das, H. (2015). Performance measurement due to IT adoption. Business Process Management Journal, 21(4), 888-907.
Bergendahl, G., & Lindblom, T. (2008). Evaluating the performance of Swedish savings banks ac-cording to service efficiency. European Journal of Operational Research, 185(3), 1663-1673.
Behera, A. K., Nayak, N. C., & Das, H. C. (2015). Performance measurement in banking & software firm: An empirical research. Global Journal of Flexible Systems Management, 16(1), 3-18.
Bruque, S., & Moyano, J. (2007). Organisational determinants of information technology adoption and implementation in SMEs: The case of family and cooperative firms. Technovation, 27(5), 241-253.
Carmeli, A., Sternberg, A., & Elizur, D. (2008). Organizational culture, creative behavior, and infor-mation and communication technology (ICT) usage: A facet analysis. CyberPsychology & Behav-ior, 11(2), 175-180.
Chan, H. C., & Ngai, E. W. T. (2010). What makes customers discontent with service providers? An empirical analysis of complaint handling in information and communication technology ser-vices. Journal of business ethics, 91(1), 73-110.
Chang, T. H. (2014). Fuzzy VIKOR method: a case study of the hospital service evaluation in Tai-wan. Information Sciences, 271, 196-212.
Chen, J. S., & Tsou, H. T. (2012). Performance effects of IT capability, service process innovation, and the mediating role of customer service. Journal of Engineering and Technology Manage-ment, 29(1), 71-94.
Chi Cui, C., Lewis, B. R., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191-201.
Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technologies. MIS Quarterly, 13(3), 319-340.
Dewhurst, F. W., Rafael Martínez-Lorente, A., & Sánchez-Rodríguez, C. (2003). An initial assess-ment of the influence of IT on TQM: a multiple case study. International Journal of Operations & Production Management, 23(4), 348-374.
Ojha, D., Salimath, M., & D’Souza, D. (2014). Disaster immunity and performance of service firms: The influence of market acuity and supply network partnering. International Journal of Production Economics, 147, 385-397.
Durdyev, S., Ihtiyar, A., Ismail, S., Ahmad, F. S., & Bakar, N. A. (2014). Productivity and service quality: Factors affecting in service industry. Procedia-Social and Behavioral Sciences, 109, 487-491.
Ghobakhloo, M., Zulkifli, N. B., & Aziz, F. A. (2010). The interactive model of user information technology acceptance and satisfaction in small and medium-sized enterprises. European Journal of economics, finance and administrative sciences, 19(1), 7-27.
Ghobakhloo, M., Benitez-Amado, J., & Arias-Aranda, D. (2011, April). Reasons for information technology adoption and sophistication within manufacturing SMEs. In POMS 22nd Annual Con-ference: Operations management: The enabling link. Reno, USA, April (Vol. 29).
Goo, J. (2010). Structure of service level agreements (SLA) in IT outsourcing: The construct and its measurement. Information Systems Frontiers, 12(2), 185-205.
Gustafsson, A., Nilsson, L., & Johnson, M. D. (2003). The role of quality practices in service organi-zations. International Journal of Service Industry Management, 14(2), 232-244.
Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' fi-nancial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127-147.
Hussain, M., & Gunasekaran, A. (2002). Management accounting and performance measures in Japa-nese banks. Managing Service Quality: An International Journal, 12(4), 232-245.
Igbaria, M., & Tan, M. (1997). The consequences of information technology acceptance on subse-quent individual performance. Information & management, 32(3), 113-121.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: the development of an instrument. Journal of Marketing Management, 20(1-2), 185-207.
Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: a content analy-sis. International journal of bank marketing, 19(7), 276-291.
Kannabiran, G., & Narayan, P. C. (2005). Deploying Internet banking and e‐commerce—case study of a private‐sector bank in India. Information Technology for Development, 11(4), 363-379.
KPMG (2015). Mobile banking (2015) https://www.kpmg.com/ UK/en/IssuesAndInsights/ Articles Publications/Documents/PDF/mobile-banking-report-2015.pdf.
Lepmets, M., Mesquida, A. L., Cater-Steel, A., Mas, A., & Ras, E. (2014). The evaluation of the IT service quality measurement framework in industry. Global Journal of Flexible Systems Manage-ment, 15(1), 39-57.
Lee, P. K., Cheng, T. E., Yeung, A. C., & Lai, K. H. (2011). An empirical study of transformational leadership, team performance and service quality in retail banks. Omega, 39(6), 690-701.
Liu, Y., Chen, Y., & Zhou, C. (2006, October). Determinants affecting end-user satisfaction of in-formation technology service. In Service Systems and Service Management, 2006 International Conference on (Vol. 1, pp. 478-481). IEEE.
Mwangi, B. J., & Brown, I. (2015). A decision model of Kenyan SMEs' consumer choice behavior in relation to registration for a mobile banking service: A contextual pPerspective. Information Tech-nology for Development, 21(2), 229-252.
Mikhailov, L., & Tsvetinov, P. (2004). Evaluation of services using a fuzzy analytic hierarchy pro-cess. Applied Soft Computing, 5(1), 23-33.
Kumar Behera, A., Nayak, N. C., Das, H. C., & Mohapatra, R. N. (2015). An empirical study of the impact of IT on performance in Indian service industries. Global Business and Organizational Ex-cellence, 34(3), 67-78.
Nudurupati, S. S., Bititci, U. S., Kumar, V., & Chan, F. T. (2011). State of the art literature review on performance measurement. Computers & Industrial Engineering, 60(2), 279-290.
Park, J., Lee, J., Lee, H., & Truex, D. (2012). Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services. International Journal of Infor-mation Management, 32(5), 459-468.
Pick, J. B., Gollakota, K., & Singh, M. (2014). Technology for development: Understanding influ-ences on use of rural telecenters in India. Information Technology for Development, 20(4), 296-323.
Shaik, M.N. and Abdul, K.W (2014) “Comprehensive performance measurement and causal-effect decision making model for reverse logistics enterprise,” Computers and Industrial Engineering, Vol. 68, pp. 87-103.
Southern, A., & Tilley, F. (2000). Small firms and information and communication technologies (ICTs): toward a typology of ICTs usage. New Technology Work and Employment, 15(2), 138-154.
Tanriverdi, H. (2005). Information technology relatedness, knowledge management capability, and performance of multibusiness firms. MIS quarterly, 29(2), 311-334.
Therrien, P., Doloreux, D., & Chamberlin, T. (2011). Innovation novelty and (commercial) perfor-mance in the service sector: A Canadian firm-level analysis. Technovation, 31(12), 655-665.
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in re-tail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Ser-vices, 20(6), 579-586.
Yee, R. W., Lee, P. K., Yeung, A. C., & Cheng, T. C. E. (2013). The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study. International Journal of Production Economics, 141(2), 452-464.
Zhang, X., Chen, R., & Ma, Y. (2007). An empirical examination of response time, product variety and firm performance. International Journal of Production Research, 45(14), 3135-3150.