Evaluation of IT Service Quality Based on ISO / IEC 9126 Model

Abstract

The aim of this study is to evaluate the quality of IT services based on the ISO / IEC 9126 Model. This is a descriptive survey conducted in 2016. The statistical population of this research includes the employees of Medical Sciences-Health Network in Isfahan and the sample size was 151. To collect data, a questionnaire was designed according to ISO / IEC 9126 Model. The results show that there is a significant correlation between functionality and usability aspects. However, there was no significant correlation between the other aspect of the ISO model including reliability, efficiency, maintainability, and portability. In addition, user satisfaction of service quality was assessed as moderate. Using Friedman's test, isometric dimensions were prioritized. In this regard, maintainability aspect with an average rating of 3.9, reliability with an average rating of 3.82, usability with an average rating of 3.61, portability with an average rating of 3.35, efficiency with an average rating of 3.21, and functionality with an average rating of 3.10 were placed in the first to the sixth, respectively. Also, the results showed that there is no significant difference in the respondents' views based on their demographic status.

Keywords

• portability
• iso 9126
• functionality
• usability
• reliability
• maintainability
• efficiency
• quality of it services