The Determination of Factors for ICT Quality Assessment Model

Abstract

Information and Communication Technology (ICT) is a crucial asset in business processes and high ICT quality allows for highly efficient business processes. Measuring ICT quality is identified as a crucial step towards ensuring high-quality ICT service. Over the years several ICT assessment models have been developed and each year the factors of measurement are constantly updated. This is due to constant change in technology trends and the user requirements. Thus, any existing factors within models developed previously require review and update if necessary. Therefore, the most relevant factors for ICT assessment model are investigated in this study. Through literature review a set of updated factors are developed and expert review were used to validate the factors. Factors determined in this study are: Software System and Application, Computing Hardware, Network and Communication, Lifelong Learning organizational Governance, Ecosystem Support, Security and Official Recognition. The updated and validated factors shall help future researchers in developing a model to assess ICT compliancy for measuring readiness in providing quality ICT services.