Harihodin Selamat

An overview of success factors for CRM

Customer Relationship Management has become the main interest of researchers and practitioners especially in the domains of Marketing and Information Systems (IS). This paper is an overview on success factors that could facilitate successful implementation of CRM.

Measuring service quality in E-retailing using SERVQUAL model

Practitioners and academics are eager on measuring service quality accurately in order to have better understanding of its indispensable antecedent and consequences, and eventually ascertain methods for improving and measuring service quality in search for competitive advantage. The aim of this study is to rank the dimensions of service quality that affect the customerspsila expectation in online purchasing in Iran from the customerspsila perspective. A questionnaire used in this study was published in Cloob.com which is an Iranian virtual society Web site. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. This study also examined the service quality gap by comparing customerspsila expectations and their actual perceptions. The results of the study indicated that all of the service quality factors are important. Tangibility was rated as the most important dimension followed by assurance, reliability, responsiveness, and empathy.

Investigating Enterprise Architecture implementation in public sector organisation: A case study of Ministry of Health Malaysia

Enterprise Architecture (EA) is gaining its importance and has become significant agenda in any Information Technology (IT) transformation in most organisation. Despite of many EA frameworks and methodologies available, the implementation of EA is a challenging process. Therefore, this paper aims to explore the process of EA implementation in an organisation and to identify its critical success factors (CSFs). An integrated framework comprising of Configurable Process Model (CPM) and Balanced Scorecard (BSC) are used in this study. The findings are categorised into six perspectives which are authority support, internal process, learning and growth, cost, technology and talent management. Based on Ministry of Health Malaysia (MOHM) as a case study, it reveals that every organisation should define and design their own EA solution based on their core business and need. The existence of framework and documentation does not represent the successful EA if it is not being practiced in the organisation. The EA implementation experience and the CSFs discussed in this paper will be valuable guidelines for other EA implementer in other public sector organisation.

Critical success factors for business intelligence system implementation in public sector organisation

Business intelligence (BI) system offers competitive advantages to public organisations by gathering, storing and analysing large volume of data for effective decision making. Although, the rate of BI implementation within public sector organisations is increasing, still some of the BI implementation projects fail. Hence, this study aims to investigate the critical success factors (CSFs), which affect the success of BI system implementation in public sector organisations. This study structures previous research by presenting a comprehensive classification of CSFs in the area of BI system implementation success. The review of the literature identifies the large number of CSFs for BI success mostly related to private sector organisations. Moreover, prior studies indicate that there has not been enough research on impact of culture on success of BI system implementation. Finally, the main finding of this study revealed achieving success in BI system implementation in public sector organisation is associated with four factors namely culture of learning, decision-making culture, information sharing culture and collaboration culture under culture dimension.

An Empirical Analysis of a Testability Model

Testability modeling has been performed for many years. Unfortunately, the modeling of a design for testability is often performed after the design is complete. This limits the functional use of the testability model to determining what level of test coverage is available in the design. This information may be useful to help assess whether a product meets a requirement to achieve a desired level of test coverage, but has little pro-active effect on making the design more testable. This paper investigates and presents a number of approaches for tackling this problem. Approaches are surveyed, achievements and main issues of each approach are considered. Investigation of that classification will help researchers who are working on model testability to deliver more applicable solutions.

An Empirical Study into Model Testability

Testability modeling has been performed for many years. Unfortunately, the modeling of a design for testability is often performed after the design is complete. This limits the functional use of the testability model to determining what level of test coverage is available in the design. This information may be useful to help assess whether a product meets a requirement to achieve a desired level of test coverage, but has little pro-active effect on making the design more testable. This paper investigates and presents a number of approaches for tackling this problem. Approaches are surveyed, achievements and main issues of each approach are considered. Investigation of that classification will help researchers who are working on model testability to deliver more applicable solutions.