\documentclass[11pt,twoside]{article}\makeatletter

\IfFileExists{xcolor.sty}%
  {\RequirePackage{xcolor}}%
  {\RequirePackage{color}}
\usepackage{colortbl}
\usepackage{wrapfig}
\usepackage{ifxetex}
\ifxetex
  \usepackage{fontspec}
  \usepackage{xunicode}
  \catcode`⃥=\active \def⃥{\textbackslash}
  \catcode`❴=\active \def❴{\{}
  \catcode`❵=\active \def❵{\}}
  \def\textJapanese{\fontspec{Noto Sans CJK JP}}
  \def\textChinese{\fontspec{Noto Sans CJK SC}}
  \def\textKorean{\fontspec{Noto Sans CJK KR}}
  \setmonofont{DejaVu Sans Mono}
  
\else
  \IfFileExists{utf8x.def}%
   {\usepackage[utf8x]{inputenc}
      \PrerenderUnicode{–}
    }%
   {\usepackage[utf8]{inputenc}}
  \usepackage[english]{babel}
  \usepackage[T1]{fontenc}
  \usepackage{float}
  \usepackage[]{ucs}
  \uc@dclc{8421}{default}{\textbackslash }
  \uc@dclc{10100}{default}{\{}
  \uc@dclc{10101}{default}{\}}
  \uc@dclc{8491}{default}{\AA{}}
  \uc@dclc{8239}{default}{\,}
  \uc@dclc{20154}{default}{ }
  \uc@dclc{10148}{default}{>}
  \def\textschwa{\rotatebox{-90}{e}}
  \def\textJapanese{}
  \def\textChinese{}
  \IfFileExists{tipa.sty}{\usepackage{tipa}}{}
\fi
\def\exampleFont{\ttfamily\small}
\DeclareTextSymbol{\textpi}{OML}{25}
\usepackage{relsize}
\RequirePackage{array}
\def\@testpach{\@chclass
 \ifnum \@lastchclass=6 \@ne \@chnum \@ne \else
  \ifnum \@lastchclass=7 5 \else
   \ifnum \@lastchclass=8 \tw@ \else
    \ifnum \@lastchclass=9 \thr@@
   \else \z@
   \ifnum \@lastchclass = 10 \else
   \edef\@nextchar{\expandafter\string\@nextchar}%
   \@chnum
   \if \@nextchar c\z@ \else
    \if \@nextchar l\@ne \else
     \if \@nextchar r\tw@ \else
   \z@ \@chclass
   \if\@nextchar |\@ne \else
    \if \@nextchar !6 \else
     \if \@nextchar @7 \else
      \if \@nextchar (8 \else
       \if \@nextchar )9 \else
  10
  \@chnum
  \if \@nextchar m\thr@@\else
   \if \@nextchar p4 \else
    \if \@nextchar b5 \else
   \z@ \@chclass \z@ \@preamerr \z@ \fi \fi \fi \fi
   \fi \fi  \fi  \fi  \fi  \fi  \fi \fi \fi \fi \fi \fi}
\gdef\arraybackslash{\let\\=\@arraycr}
\def\@textsubscript#1{{\m@th\ensuremath{_{\mbox{\fontsize\sf@size\z@#1}}}}}
\def\Panel#1#2#3#4{\multicolumn{#3}{){\columncolor{#2}}#4}{#1}}
\def\abbr{}
\def\corr{}
\def\expan{}
\def\gap{}
\def\orig{}
\def\reg{}
\def\ref{}
\def\sic{}
\def\persName{}\def\name{}
\def\placeName{}
\def\orgName{}
\def\textcal#1{{\fontspec{Lucida Calligraphy}#1}}
\def\textgothic#1{{\fontspec{Lucida Blackletter}#1}}
\def\textlarge#1{{\large #1}}
\def\textoverbar#1{\ensuremath{\overline{#1}}}
\def\textquoted#1{‘#1’}
\def\textsmall#1{{\small #1}}
\def\textsubscript#1{\@textsubscript{\selectfont#1}}
\def\textxi{\ensuremath{\xi}}
\def\titlem{\itshape}
\newenvironment{biblfree}{}{\ifvmode\par\fi }
\newenvironment{bibl}{}{}
\newenvironment{byline}{\vskip6pt\itshape\fontsize{16pt}{18pt}\selectfont}{\par }
\newenvironment{citbibl}{}{\ifvmode\par\fi }
\newenvironment{docAuthor}{\ifvmode\vskip4pt\fontsize{16pt}{18pt}\selectfont\fi\itshape}{\ifvmode\par\fi }
\newenvironment{docDate}{}{\ifvmode\par\fi }
\newenvironment{docImprint}{\vskip 6pt}{\ifvmode\par\fi }
\newenvironment{docTitle}{\vskip6pt\bfseries\fontsize{22pt}{25pt}\selectfont}{\par }
\newenvironment{msHead}{\vskip 6pt}{\par}
\newenvironment{msItem}{\vskip 6pt}{\par}
\newenvironment{rubric}{}{}
\newenvironment{titlePart}{}{\par }

\newcolumntype{L}[1]{){\raggedright\arraybackslash}p{#1}}
\newcolumntype{C}[1]{){\centering\arraybackslash}p{#1}}
\newcolumntype{R}[1]{){\raggedleft\arraybackslash}p{#1}}
\newcolumntype{P}[1]{){\arraybackslash}p{#1}}
\newcolumntype{B}[1]{){\arraybackslash}b{#1}}
\newcolumntype{M}[1]{){\arraybackslash}m{#1}}
\definecolor{label}{gray}{0.75}
\def\unusedattribute#1{\sout{\textcolor{label}{#1}}}
\DeclareRobustCommand*{\xref}{\hyper@normalise\xref@}
\def\xref@#1#2{\hyper@linkurl{#2}{#1}}
\begingroup
\catcode`\_=\active
\gdef_#1{\ensuremath{\sb{\mathrm{#1}}}}
\endgroup
\mathcode`\_=\string"8000
\catcode`\_=12\relax

\usepackage[a4paper,twoside,lmargin=1in,rmargin=1in,tmargin=1in,bmargin=1in,marginparwidth=0.75in]{geometry}
\usepackage{framed}

\definecolor{shadecolor}{gray}{0.95}
\usepackage{longtable}
\usepackage[normalem]{ulem}
\usepackage{fancyvrb}
\usepackage{fancyhdr}
\usepackage{graphicx}
\usepackage{marginnote}

\renewcommand{\@cite}[1]{#1}


\renewcommand*{\marginfont}{\itshape\footnotesize}

\def\Gin@extensions{.pdf,.png,.jpg,.mps,.tif}

  \pagestyle{fancy}

\usepackage[pdftitle={Factors for Measurement of ITES Quality for Higher Education Institutions in Saudi Arabia},
 pdfauthor={}]{hyperref}
\hyperbaseurl{}

	 \paperwidth210mm
	 \paperheight297mm
              
\def\@pnumwidth{1.55em}
\def\@tocrmarg {2.55em}
\def\@dotsep{4.5}
\setcounter{tocdepth}{3}
\clubpenalty=8000
\emergencystretch 3em
\hbadness=4000
\hyphenpenalty=400
\pretolerance=750
\tolerance=2000
\vbadness=4000
\widowpenalty=10000

\renewcommand\section{\@startsection {section}{1}{\z@}%
     {-1.75ex \@plus -0.5ex \@minus -.2ex}%
     {0.5ex \@plus .2ex}%
     {\reset@font\Large\bfseries}}
\renewcommand\subsection{\@startsection{subsection}{2}{\z@}%
     {-1.75ex\@plus -0.5ex \@minus- .2ex}%
     {0.5ex \@plus .2ex}%
     {\reset@font\Large}}
\renewcommand\subsubsection{\@startsection{subsubsection}{3}{\z@}%
     {-1.5ex\@plus -0.35ex \@minus -.2ex}%
     {0.5ex \@plus .2ex}%
     {\reset@font\large}}
\renewcommand\paragraph{\@startsection{paragraph}{4}{\z@}%
     {-1ex \@plus-0.35ex \@minus -0.2ex}%
     {0.5ex \@plus .2ex}%
     {\reset@font\normalsize}}
\renewcommand\subparagraph{\@startsection{subparagraph}{5}{\parindent}%
     {1.5ex \@plus1ex \@minus .2ex}%
     {-1em}%
     {\reset@font\normalsize\bfseries}}


\def\l@section#1#2{\addpenalty{\@secpenalty} \addvspace{1.0em plus 1pt}
 \@tempdima 1.5em \begingroup
 \parindent \z@ \rightskip \@pnumwidth 
 \parfillskip -\@pnumwidth 
 \bfseries \leavevmode #1\hfil \hbox to\@pnumwidth{\hss #2}\par
 \endgroup}
\def\l@subsection{\@dottedtocline{2}{1.5em}{2.3em}}
\def\l@subsubsection{\@dottedtocline{3}{3.8em}{3.2em}}
\def\l@paragraph{\@dottedtocline{4}{7.0em}{4.1em}}
\def\l@subparagraph{\@dottedtocline{5}{10em}{5em}}
\@ifundefined{c@section}{\newcounter{section}}{}
\@ifundefined{c@chapter}{\newcounter{chapter}}{}
\newif\if@mainmatter 
\@mainmattertrue
\def\chaptername{Chapter}
\def\frontmatter{%
  \pagenumbering{roman}
  \def\thechapter{\@roman\c@chapter}
  \def\theHchapter{\roman{chapter}}
  \def\thesection{\@roman\c@section}
  \def\theHsection{\roman{section}}
  \def\@chapapp{}%
}
\def\mainmatter{%
  \cleardoublepage
  \def\thechapter{\@arabic\c@chapter}
  \setcounter{chapter}{0}
  \setcounter{section}{0}
  \pagenumbering{arabic}
  \setcounter{secnumdepth}{6}
  \def\@chapapp{\chaptername}%
  \def\theHchapter{\arabic{chapter}}
  \def\thesection{\@arabic\c@section}
  \def\theHsection{\arabic{section}}
}
\def\backmatter{%
  \cleardoublepage
  \setcounter{chapter}{0}
  \setcounter{section}{0}
  \setcounter{secnumdepth}{2}
  \def\@chapapp{\appendixname}%
  \def\thechapter{\@Alph\c@chapter}
  \def\theHchapter{\Alph{chapter}}
  \appendix
}
\newenvironment{bibitemlist}[1]{%
   \list{\@biblabel{\@arabic\c@enumiv}}%
       {\settowidth\labelwidth{\@biblabel{#1}}%
        \leftmargin\labelwidth
        \advance\leftmargin\labelsep
        \@openbib@code
        \usecounter{enumiv}%
        \let\p@enumiv\@empty
        \renewcommand\theenumiv{\@arabic\c@enumiv}%
	}%
  \sloppy
  \clubpenalty4000
  \@clubpenalty \clubpenalty
  \widowpenalty4000%
  \sfcode`\.\@m}%
  {\def\@noitemerr
    {\@latex@warning{Empty `bibitemlist' environment}}%
    \endlist}

\def\tableofcontents{\section*{\contentsname}\@starttoc{toc}}
\parskip0pt
\parindent1em
\def\Panel#1#2#3#4{\multicolumn{#3}{){\columncolor{#2}}#4}{#1}}
\newenvironment{reflist}{%
  \begin{raggedright}\begin{list}{}
  {%
   \setlength{\topsep}{0pt}%
   \setlength{\rightmargin}{0.25in}%
   \setlength{\itemsep}{0pt}%
   \setlength{\itemindent}{0pt}%
   \setlength{\parskip}{0pt}%
   \setlength{\parsep}{2pt}%
   \def\makelabel##1{\itshape ##1}}%
  }
  {\end{list}\end{raggedright}}
\newenvironment{sansreflist}{%
  \begin{raggedright}\begin{list}{}
  {%
   \setlength{\topsep}{0pt}%
   \setlength{\rightmargin}{0.25in}%
   \setlength{\itemindent}{0pt}%
   \setlength{\parskip}{0pt}%
   \setlength{\itemsep}{0pt}%
   \setlength{\parsep}{2pt}%
   \def\makelabel##1{\upshape ##1}}%
  }
  {\end{list}\end{raggedright}}
\newenvironment{specHead}[2]%
 {\vspace{20pt}\hrule\vspace{10pt}%
  \phantomsection\label{#1}\markright{#2}%

  \pdfbookmark[2]{#2}{#1}%
  \hspace{-0.75in}{\bfseries\fontsize{16pt}{18pt}\selectfont#2}%
  }{}
      \def\TheFullDate{2015-01-15 (revised: 15 January 2015)}
\def\TheID{\makeatother }
\def\TheDate{2015-01-15}
\title{Factors for Measurement of ITES Quality for Higher Education Institutions in Saudi Arabia}
\author{}\makeatletter 
\makeatletter
\newcommand*{\cleartoleftpage}{%
  \clearpage
    \if@twoside
    \ifodd\c@page
      \hbox{}\newpage
      \if@twocolumn
        \hbox{}\newpage
      \fi
    \fi
  \fi
}
\makeatother
\makeatletter
\thispagestyle{empty}
\markright{\@title}\markboth{\@title}{\@author}
\renewcommand\small{\@setfontsize\small{9pt}{11pt}\abovedisplayskip 8.5\p@ plus3\p@ minus4\p@
\belowdisplayskip \abovedisplayskip
\abovedisplayshortskip \z@ plus2\p@
\belowdisplayshortskip 4\p@ plus2\p@ minus2\p@
\def\@listi{\leftmargin\leftmargini
               \topsep 2\p@ plus1\p@ minus1\p@
               \parsep 2\p@ plus\p@ minus\p@
               \itemsep 1pt}
}
\makeatother
\fvset{frame=single,numberblanklines=false,xleftmargin=5mm,xrightmargin=5mm}
\fancyhf{} 
\setlength{\headheight}{14pt}
\fancyhead[LE]{\bfseries\leftmark} 
\fancyhead[RO]{\bfseries\rightmark} 
\fancyfoot[RO]{}
\fancyfoot[CO]{\thepage}
\fancyfoot[LO]{\TheID}
\fancyfoot[LE]{}
\fancyfoot[CE]{\thepage}
\fancyfoot[RE]{\TheID}
\hypersetup{citebordercolor=0.75 0.75 0.75,linkbordercolor=0.75 0.75 0.75,urlbordercolor=0.75 0.75 0.75,bookmarksnumbered=true}
\fancypagestyle{plain}{\fancyhead{}\renewcommand{\headrulewidth}{0pt}}

\date{}
\usepackage{authblk}

\providecommand{\keywords}[1]
{
\footnotesize
  \textbf{\textit{Index terms---}} #1
}

\usepackage{graphicx,xcolor}
\definecolor{GJBlue}{HTML}{273B81}
\definecolor{GJLightBlue}{HTML}{0A9DD9}
\definecolor{GJMediumGrey}{HTML}{6D6E70}
\definecolor{GJLightGrey}{HTML}{929497} 

\renewenvironment{abstract}{%
   \setlength{\parindent}{0pt}\raggedright
   \textcolor{GJMediumGrey}{\rule{\textwidth}{2pt}}
   \vskip16pt
   \textcolor{GJBlue}{\large\bfseries\abstractname\space}
}{%   
   \vskip8pt
   \textcolor{GJMediumGrey}{\rule{\textwidth}{2pt}}
   \vskip16pt
}

\usepackage[absolute,overlay]{textpos}

\makeatother 
      \usepackage{lineno}
      \linenumbers
      
\begin{document}

             \author[1]{Basit  Shahzad}

             \author[2]{Romana  Aziz}

             \affil[1]{  King Saud University}

\renewcommand\Authands{ and }

\date{\small \em Received: 7 December 2014 Accepted: 4 January 2015 Published: 15 January 2015}

\maketitle


\begin{abstract}
        


Information technology has blessed the current scientific era with the promising initiatives that are un-match able with the past. The range of impact is diversified in nature and massive in scale. Information Technology Enabled Services (ITES) have emerged over time in many disciplines. ITES are becoming increasingly prevalent in the global economy. Due to the growing importance of ITES Service Science has emerged as a fundamental area in Information Systems (IS) research and it combines technical and managerial knowledge under the umbrella of the more popular interdisciplinary approach of Service Science Management and Engineering (SSME). Along with the emergence of the ITES the question to measure the quality has also arisen. The measurement of ITES quality in different areas requires different factors to be considered. This paper addresses the identification of the factors for measuring the quality of ITES in higher education institutes in Saudi Arabia. The paper unleashes number of factors that can be used to measure the quality of ITES in higher education institutions.

\end{abstract}


\keywords{saudia e-services, academic e-services, saudi academics online, saudi it services.}

\begin{textblock*}{18cm}(1cm,1cm) % {block width} (coords) 
\textcolor{GJBlue}{\LARGE Global Journals \LaTeX\ JournalKaleidoscope\texttrademark}
\end{textblock*}

\begin{textblock*}{18cm}(1.4cm,1.5cm) % {block width} (coords) 
\textcolor{GJBlue}{\footnotesize \\ Artificial Intelligence formulated this projection for compatibility purposes from the original article published at Global Journals. However, this technology is currently in beta. \emph{Therefore, kindly ignore odd layouts, missed formulae, text, tables, or figures.}}
\end{textblock*}


\let\tabcellsep& 	 	 		 
\section[{Introduction}]{Introduction}\par
nformation technologies are now considered a core resource for all universities and universities are currently making massive investments in information technology. In addition to the learning management systems universities tend to invest in administrative systems for students, financial and human resource services \hyperref[b0]{[1]}. The common reason stated by \hyperref[b0]{Bates and Sangra (2011)} for these huge investments in information technology is to improve the cost effectiveness of universities by increasing flexible access for students. In order to demonstrate the achievement of this goal it is important to measure the quality of ITES from the users' point of view \hyperref[b1]{[2]}.\par
Much of the research on service quality in higher education can be linked with the marketing discipline \hyperref[b2]{[3,}\hyperref[b3]{4]}. These scholars have mainly focused on the physical facilities or the outcomes of teaching and learning process and they have ignored the role of ITES like admissions, registrations, learning management and library systems in higher education.\par
We have reviewed the knowledge of service quality and service quality measurement in many different contexts and transferred it to the domain of ITES service quality measurement in higher education. The paper in short identifies the factors required to measure the quality of ITES in Saudi universities. Section 2, describes the background of the problem and section 3 describes the literature review for the identification of the factors to measure quality of ITES. Section 4, is on identification of service quality measurement factors for higher education institutions and conclusions. 
\section[{II.}]{II.} 
\section[{Background}]{Background}\par
Services are defined as the non-material equivalent of a good or product and are intangible. Services sector is expanding in most developed economies of the world and according to a recent report eight out of ten workers are employed in the services sector in the United States \hyperref[b4]{[5]}. Some services are still delivered interpersonally but these days most of the services are based on information and they are delivered via some technology. Organizations measure their service quality in order to use this measurement as a basis for improvement. Investigation of alternative models of service quality is an active research area \hyperref[b5]{[6]}. Over the past years three broad and overlapping streams of research \hyperref[b6]{[7]} have emerged in this area from the disciplines of marketing, supply chain management and information technology.\par
Information Technology enabled services (ITES) are becoming increasingly prevalent in the global economy. Due to the growing importance of ITES Service Science has emerged as a fundamental area in Information Systems (IS) research and it combines technical and managerial knowledge under the umbrella of the more popular interdisciplinary approach of Service Science Management and Engineering (SSME). The objective of SSME "is to help organizations improve their competiveness in a rapidly changing business environment by exploring the true requirements of their customers, and setting up an effective service process with the support of IT" \hyperref[b7]{[8]}.It is important to distinguish between IT Services and IT-Enabled Services. In the literature there are a number of definitions of IT enabled services \hyperref[b8]{[9,}\hyperref[b9]{10]} but a comprehensive definition is given by Meyer and Fähnrich \hyperref[b10]{[11]} as: "IT-enabled services are solutions, whose added value for the customer is generated significantly through the use of information and communication technologies using networked software. They manifest themselves in the form of services which can only be delivered efficiently and in their entirety by using information and communications technology, or alternatively as services in support of information and communications technology products, as well as complex hybrid solutions consisting of services combined with information and communications technology."\par
Advances in internet related technologies have led to informatization of service sector. Historically the term Information Technology Enabled Services (ITES) was used in the context of business process outsourcing. Today ITES refers to services which are provided via information and communication technologies (ICT) and Information systems (IS) \hyperref[b11]{[12]}. Reengineering of traditional forms of paper and labor intensive forms of organizational activities and enabling them with ICT leads to IT enabled service delivery and offers substantial opportunities for service innovation. ITES are prevalent in many industries. The industries that rely most heavily on ITES include government, healthcare, finance, retail and last but not the least higher education  {\ref [13]}\hyperref[b12]{[14]}\hyperref[b13]{[15]}\hyperref[b14]{[16]}\hyperref[b15]{[17]}\hyperref[b16]{[18]}\hyperref[b17]{[19]}.\par
ITES consist of a wide range of services delivered over a network in the above mentioned domains whereas IT services are the various IT applications and engineering services typically provided by the IT department of an organization \hyperref[b18]{[20]}. Sudan et. al. \hyperref[b18]{[20]} have given a typology of IT Services and IT-Enabled Services. They identify three categories of ITES. Firstly ITES encompass horizontal business processes like customer support, human resource management, finance, administration and supply chain management, secondly ITES cover most vertical processes of many sectors like banking, insurance travel, etc. and lastly the high end business processes like business and financial research and data analytics are also offered as ITES under business process outsourcing. IT services include application services and engineering services covering application development and maintenance, system integration, IT infrastructure services, simulation, design engineering and software product development. The software development standards need to be at par with the risk management techniques to avoid any development challenges \hyperref[b19]{[21]}\hyperref[b20]{[22]}\hyperref[b21]{[23]}\hyperref[b22]{[24]}\hyperref[b23]{[25]}\hyperref[b24]{[26]}\hyperref[b25]{[27]}\hyperref[b26]{[28]}\hyperref[b27]{[29]}\hyperref[b28]{[30]}\hyperref[b29]{[31]}\hyperref[b30]{[32]}\hyperref[b31]{[33]}\hyperref[b32]{[34]}\hyperref[b33]{[35]}\hyperref[b34]{[36]}\hyperref[b35]{[37]}\hyperref[b36]{[38]}.\par
The important research question of how to measure the service quality of ITES was first identified in 2005 \hyperref[b37]{[39]} and after a lapse of almost a decade we still do not see substantial progress in this area \hyperref[b6]{[7]}. Moreover scholars \hyperref[b4]{[5]} agree that ITES provide the user with personal value added experience instead of a mere transaction. Therefore, it is suggested that factors affecting service quality will differ from one country to another due to cultural differences.\par
Measuring service quality of ITES in higher education as a field of study seems to have been neglected and as such there is very little that is understood about this contemporary phenomenon of growing importance. Therefore, there is a need to develop a comprehensive understanding and description of the phenomenon, investigate its theoretical foundations and develop an instrument to measure it. 
\section[{III.}]{III.} 
\section[{Literature Review}]{Literature Review}\par
In this section we give an overview of service quality measurement in the related domains of marketing and retailing, e-services, e-government, IT/IS services, web services, nterprise systems and higher education services and service quality of ITES in higher education. 
\section[{a) Marketing and Retailing Service Quality}]{a) Marketing and Retailing Service Quality}\par
In marketing research SERVQUAL \hyperref[b38]{[40]}\hyperref[b39]{[41]}\hyperref[b40]{[42]} is the most widely used model for service quality assessment and is very frequently used for gap analysis. SERVQUAL uses five factors containing twenty two indicators and these five factors are: tangibles, reliability, responsiveness, assurance and empathy to measure the gap between customer expectations and perceptions of service quality. A number of marketing service quality models have descended from SERVQUAL, e.g.  {\ref [43][44]}[45] \hyperref[b44]{[46]}. Although the original SERVQUAL was developed for assessment of quality in physical markets it has been used to measure the quality of IS systems as well \hyperref[b45]{[47,}\hyperref[b46]{48]}.Roses et al \hyperref[b47]{[49]} have applied SERVPERF which is an instrument based on SERVQUAL to measure IT service quality in banking sector.\par
The authors of SERVQUAL developed E-S-QUAL and E-RecS-QUAL for measuring service quality delivered by on-line shopping web sites \hyperref[b48]{[50]}. The E-S-QUAL scale has four dimensions efficiency, fulfillment, system availability and privacy. The E-S-QUAL is for non-routine encounters and it has eleven items in three dimensions namely responsiveness, contact and compensation. With the passage of time as the delivery of electronic services became widespread the same group of authors developed E-SQ which is a conceptual model for consumer evaluation of electronic services \hyperref[b49]{[51]}. E-SQ has eleven dimensions: access, ease of navigation, efficiency, flexibility, reliability, personalization, security/privacy, responsiveness, assurance/trust, site aesthetics, and price knowledge. 
\section[{b) E-service Quality}]{b) E-service Quality}\par
E-service is different from traditional service in three main aspects \hyperref[b50]{[52]}: no face to face sales staff, services process takes place in a virtual environment and self service of customers. E-service quality can be defined as the evaluations by the customer or user of the quality of service obtained from internet based virtual environment.Li and Suomi \hyperref[b50]{[52]} did a review of the dimensions of e-service quality. They covered twenty five articles covering e-service concepts applied in the areas of online retailing, online shopping and online financials. They proposed that the most relevant dimensions or measures of e-service are website design, reliability, responsiveness, security, fulfillment, personalization, information and empathy. Each of these eight dimensions consists of four items.\par
Swaid and Wigand \hyperref[b51]{[53]} have studied service quality in on-line retailing. They developed a scale containing twenty eight items divided into six dimensions, namely information quality, reliability, responsiveness, assurance, website usability and personalization to evaluate service quality. This study performed exploratory factor analysis and structural equation modeling to investigate the influence of service quality attributes on three aspects of customer loyalty. The three loyalty constructs were preference loyalty, price tolerance and complaining behavior.\par
H. F. Lin \hyperref[b52]{[54]}, in his research on identifying the factors in measuring the quality of service for the banking sector, has identified some 16 factors in this regard. The factors include 'Response Time', 'Security', 'Reliability', 'Responsiveness', 'Competence', 'Trust', 'Multimedia capability', 'Accessibility', 'Accuracy', 'Currency', 'Relevance', 'Understandability', 'Navigability', 'Empathy', and 'Format'. In response to an exploratory study in their paper the author linked these factors to four categories including 'Functionality', 'Content', and 'Interface design 'and 'Customer service. L. Yitong \hyperref[b53]{[55]} mentioned that the measurement for the quality of service for the streaming service can be measured by focusing on 'Definition', 'Fluency' and 'Responsiveness'. The number of factors used to measure the quality of service are too few to be useful and also the streaming service are different in nature as compared to the electronic transactions.\par
George \hyperref[b54]{[56]} has worked to identify the impact of the service dimensions on internet banking with respect to the customer satisfaction. The service quality dimensions identified were Website attributes, Reliability, Responsiveness, Fulfillment, Efficiency, and Privacy and Security. It was identified that all the factors except the efficiency factor do not have a significant influence on the customer satisfaction. The findings of the study are very crucial in improving the quality of service for internet banking to gain more customer satisfaction. 
\section[{c) E-government Service Quality}]{c) E-government Service Quality}\par
The work of Alanezi \hyperref[b55]{[57]} is focused on reformulating the SERVQUAL \hyperref[b40]{[42]} for measuring egovernment service quality. They have studied dimensions for measuring service quality in the domain of e-service, online retailing, online shopping, online banking, libraries, online travel, online financial services and web portals. They have successfully transferred the knowledge of service quality measurement from these different domains to e-government service quality. After compiling a list of fifty three dimensions from a survey of thirty two papers, they selected seven dimensions for measuring e government service quality. The seven dimensions are defined by a number of items. The dimensions and their number of associated items are website design: seven items, reliability, responsiveness, information and personalization: three items each, security/privacy: four items and easy to use dimension has two items.Another recent work \hyperref[b56]{[58]} identified information layout and content, ease of use, performance, citizen support, behavior and public value as the primary dimensions for e-government service evaluation.\par
A comprehensive survey was done by Tan et al \hyperref[b57]{[59]} to study the dimensions of e-service quality. They systematically analyzed thirty seven empirical and conceptual studies in the related areas of website quality and e-service quality. They have proposed a scale for e-government service delivery quality assessment based on eighteen statements covering six dimensions: accessibility, navigability, interoperability, adaptability, security and interactivity. 
\section[{d) IT/IS Service Quality}]{d) IT/IS Service Quality}\par
Lepmets \hyperref[b58]{[60]}, \hyperref[b59]{[61]} has proposed a comprehensive framework for the measurement of IT service quality. This frame work is based on SERVQUAL \hyperref[b40]{[42]} and Practical Software Measurement \hyperref[b60]{[62]} concepts. The framework consists of customer satisfaction, service behavior, IT service value, IT service management process performance, IT service quality and IS quality. Customer satisfaction is based on customer feedback andcustomer support while service behavior depends on IT service climate and sustainability of a service system. The suggested measurement categories for value of IT service are mutual value creation, value production and IT governance. The performance of the process for IT service management can be measured via compliance efficiency and effectiveness. The framework considers the information systems (IS) as the main channel through which the IT services are delivered. The IS service quality attributes are functional correctness, portability, availability, reliability, maintainability, component capacity, scalability and adjustability whereas they have based IT service quality on availability, continuity, capacity, performance, utilization, information security and monetary value of the IT service.\par
SERVQUAL has been applied by many authors to measure the performance of IT/IS services. Kettinger and Lee \hyperref[b61]{[63]} and Pitt et al \hyperref[b62]{[64]} have studied and stated that the dimensions of SERVQUAL are applicable to measure IT service quality. There are many reservations and concerns about this claim notably by van Dyke et al and Asubonteng et al. \hyperref[b63]{[65,}\hyperref[b64]{66]}The main concern is that SERVQUAL dimensions are likely to be industry specific and simple adaptation of SERVQUAL to different sectors is not sufficient. L. F. Pitt \hyperref[b65]{[67]}have adopted the SERVQUAL factors for the evaluation of the quality of service of the information technology enabled services. The factors include: tangible, reliability, responsiveness, assurance, and empathy. These five factors behave like five classes and consists of the following attributes. Tangible ( up-todate computational resources, physical facilities visually appealing, smart employees and appearance of physical facilities), reliability (keeping promised deadlines, interest in solving problems, dependable, time keeping and error-free records), responsiveness (notice in advance, prompt service to users, willingness to help users and never too busy to respond), assurance ( confidence in users, safe transactions, courteous with users and knowledge to do the job) and empathy ( individual attention, convenient operating hours, giving user personal attention, having the user's best interest at heart and understanding the specific needs of the users).\par
Campbell \hyperref[b66]{[68]} has also identified several attributes for measuring the effectiveness of the IT services, that include efficiency, profit, quality, accidents, growth, absenteeism, turn over, job satisfaction, motivation, morale, control, conflict cohesion, flexibility adaptation, planning and goal setting, goal consensus, internalization of organizational goals, role and norm congruence, managerial interpersonal skills, information management and communication, readiness, utilization of environment, evaluation by external entities, stability, value of human resources, participation and shared influence, training and development emphasis and achievement emphasis. 
\section[{e) Web Service Quality}]{e) Web Service Quality}\par
Researchers have extensively used and adapted the theory of Technology Acceptance Model (TAM) \hyperref[b67]{[69]}, the Unified Theory of Acceptance and Use of Technology (UTAUT) \hyperref[b68]{[70]} and the DeLone and McLean model of information systems success \hyperref[b69]{[71]} to propose models for web service quality evaluation. According to TAM users' intention to use information systems is influenced by users' beliefs about the information system. TAM states that two factors: perceived usefulness and perceived ease of use impact the intention to use a system, eventually leading to the use of the system. In line with TAM, UTAUT is also a framework for predicting the acceptance and use of IT/IS. UTAUT extends TAM and UTAUT2 has seven dimensions: facilitating condition, performance expectancy, effort expectancy, social influence, hedonic motivation, price value, and habit. DeLone and McLean include six inter-related dimensions to explain IS success in their updated model. The dimensions are system quality, information quality, service quality, use, user satisfaction and net benefits.\par
Udoet al \hyperref[b70]{[72]} has drawn upon TAM, UTAUT and DeLone and McLean model to develop and test an instrument that captures the constructs of the dimensions web service quality. Their model consists of twenty seven indicators belonging to six constructs. The constructs are Individual PC skill, service convenience, perceived risk, web site content, web service quality, satisfaction and behavioral intentions. Yang et al \hyperref[b71]{[73]}developed an instrument to measure users' perceived service quality of information presenting web portals. They identified and verified five quality dimensions: usability, usefulness of content, adequacy of information, accessibility and information. 
\section[{f) Enterprise Systems Quality}]{f) Enterprise Systems Quality}\par
Sadera \hyperref[b72]{[74]} in her findings has come up with the identification of following factors in four classes including system quality, information quality, individual impact and organizational impact. The attributes include: ease of use, availability, learning organizational costs, ease of learning, usability, awareness/recall staff requirements, user requirements, understandability, decision effectiveness, cost reduction, system features, relevance, individual productivity, overall productivity, system accuracy, format, improved outcomes/outputs, flexibility, conciseness, increased capacity, sophistication e-government and integration business process change. 
\section[{g) Service Quality in Higher Education}]{g) Service Quality in Higher Education}\par
Much of the research on service quality in higher education can be linked with the marketing discipline \hyperref[b2]{[3,}\hyperref[b3]{4]}. These scholars have mainly focused on the physical facilities or the outcomes of teaching and learning process and they have ignored the role of ITES like admissions, registrations, learning management and library systems in higher education. There is some evidence in literature about the application of service quality measures in higher education industry. Scholars have adapted SERVQUAL to do comparative analysis of nonacademic service quality assessment among students and faculty members \hyperref[b73]{[75]}. A small scale study based on SERVQUAL was done to investigated the discrepancy between students' expectations and their perceptions towards the quality of services \hyperref[b74]{[76]}. SERVQUAL has been modified into HEDPERF \hyperref[b75]{[77]} and applied within a higher education setting. The concept of total quality management has also been applied in higher education industry as HETQMEX \hyperref[b76]{[78]}. These models of service quality focus on behavioral aspects and physical facilities and have not attempted to include IT enabled services.\par
Noor et al \hyperref[b77]{[79]} has investigated to identify the critical factors for measuring the quality of service in the education sector in Malaysia. The authors have used the International Islamic University of Malaysia as a test case and chose to conduct this study in the school of management. The authors have identified that administrative service, tangibles academic programs, academic staff, delivery of teaching, assurance and empathy of academic staff. The factors are different from other factors already identified in other papers. The reason for the difference is that this specific study is specific to the education industry and the parameters for measurement are different. However this study is specific to the quality of education and the electronic / technology enabled services have not been addressed in this study. 
\section[{IV.}]{IV.} 
\section[{Factors for Measuring Service Quality of ITES in Higher Education}]{Factors for Measuring Service Quality of ITES in Higher Education}\par
The main purpose of literature review was to identify a set of salient factors which scholars have used to measure service quality in different domains. There is a large number of studies that have attempted to identify the dimensions of service quality in the areas of marketing, retailing, e-services, e-government, web services and IT/IS services. Authors have arranged these dimensions into factors and items where each factors is described by a number of related items. After a comprehensive literature review one hundred and two unique factors were identified from twenty two studies. These factors are listed in Table \hyperref[tab_0]{1}. Besides the twenty two research papers included in our study there are numerous other articles in the extant literature on service quality measurement. The reason that we limited our study to the twenty two published papers was that we were interested in identifying as many unique factors as possible. The other studies were mostly repeating the already listed factors and there were hardly any new factors to be added to the list. Website Usability \hyperref[b51]{[53]} These factors were assessed for their applicability to the domain of ITES in higher education by a panel of experts using the Analytic Hierarchy Process \hyperref[b80]{[83]}. As a result seventeen factors were chosen for measuring service quality of ITES in higher education and are in Table  {\ref 2}.\par
Table  {\ref 2} : Description of identified factors for measuring ITES quality. 
\section[{No}]{No}\par
Factor Description 1 Accessibility Accessibility is the degree to which the users are able to access the routine information as well as information related with maintenance downtime and archives and backup. 
\section[{Customization}]{Customization}\par
Customization factor is concerned with the provision of such features which allow the users to configure the ITES according to their own preferences. 
\section[{Delivery of teaching}]{Delivery of teaching}\par
Delivery of teaching is the level of various academic programs offered by the university and the quality of academic staff and the learning management systems. 4\par
Efficiency The factor efficiency measures the degree to which the users save time by using the ITES. 
\section[{Functionality}]{Functionality}\par
Functionality refers to the degree to which the various functions are completely implemented with the ability to reflect the progress of activities and tracking of dates and events. Service usability factor refers to the degree to which the users find it easy to use the various ITES. It is understood that availability of easy to understand instructions and procedures improves service usability. 
\section[{Site design}]{Site design}\par
Site design factor measures the quality of site design in terms of user satisfaction and ease of use. 
\section[{System integrity}]{System integrity}\par
System integrity is the degree to which the ITES system is able to present consistent information by eliminating redundancy and barring malicious attacks. 
\section[{Trust}]{Trust}\par
Trust factor is the level of goodness of reputation of the ITES related with the trustworthiness and consistency of information provided by them 16 Usefulness Usefulness is the degree to which the users find it easier to do their work via the ITES in a convenient and less time consuming way. 17 
\section[{User support}]{User support}\par
User support factor refers to the degree to which the ITES department personnel are willing to serve the users in case their help and support is required.\par
V. 
\section[{Conclusion and Future Work}]{Conclusion and Future Work}\par
It can be concluded that several factors for measuring the quality of ITES in higher education institutes have been identified. The identification process used the Analytic Hierarchy Process that was applied on the 102 initially identified factors from 22 recent publications. The identified factors cover several dimensions, including user support, responsiveness, trust, security, functionality and customization. In the findings of this paper seventeen quality measurement factors have been identified that can contribute in measuring the quality of ITES in any higher education institute. This study is focused to the education institutes and identified quality factors belonging to this specific domain. However, the study can be extended to derive the possible quality factors in any other scientific application / setup where the quality of services is to be quantified and scaled. Such areas include but are not limited to health information systems, library information systems and financial management systems. \begin{figure}[htbp]
\noindent\textbf{}\includegraphics[]{image-2.png}
\caption{\label{fig_0}GlobalC}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{1} \par 
\begin{longtable}{P{0.07712665406427222\textwidth}P{0.4523156899810964\textwidth}P{0.24744801512287334\textwidth}P{0.07310964083175804\textwidth}}
\tabcellsep \tabcellsep \tabcellsep Year\\
No 1 2 3 4 5 6 7\tabcellsep Factor Academic programs Academic staff Accessibility Accuracy Adaptability Adequacy of information Administrative service\tabcellsep Reference [79] [79] [57][51][73][59][80] [80] [59] [73] [79]\tabcellsep Volume XV Issue III Version I\\
8 9\tabcellsep Assurance Assurance / trust\tabcellsep {}[42][81][49][47][48][64][79][57][53] [51]\tabcellsep ( ) C\\
10\tabcellsep Availability\tabcellsep {}[57][80]\tabcellsep \\
11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30\tabcellsep Behavior Behavior intentions Citizen support Collaboration Communication Compensation Competence Completeness Contact Content Convenience Convenience of service Courtesy Credibility Customer satisfaction Customer service Customization Customization/personalization Data integrity Definition\tabcellsep {}[58] [72] [58] [57] [57] [50] [57] [80] [57][50] [54][57] [57] [72] [57] [57] [72][61][60] [57][54] [80][57][59] [51] [80] [55]\tabcellsep Global Journal of C omp uter S cience and T echnology\\
31\tabcellsep Delivery\tabcellsep {}[57]\tabcellsep \\
32\tabcellsep Delivery of teaching\tabcellsep {}[79]\tabcellsep \\
33\tabcellsep Ease of navigation\tabcellsep {}[80][51]\tabcellsep \\
34\tabcellsep Ease of use\tabcellsep {}[57][58][80]\tabcellsep \\
35\tabcellsep Efficiency\tabcellsep {}[57][50][51][56]\tabcellsep \\
36\tabcellsep Empathy\tabcellsep {}[64][57][42][49][47]\tabcellsep \\
37\tabcellsep Empathy of academic staff\tabcellsep {}[79]\tabcellsep \\
38\tabcellsep Entertainment\tabcellsep {}[57]\tabcellsep \end{longtable} \par
 
\caption{\label{tab_0}Table 1 :}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{} \par 
\begin{longtable}{P{0.012056737588652482\textwidth}P{0.11936170212765958\textwidth}P{0.7185815602836879\textwidth}}
\tabcellsep \tabcellsep Information quality includes accuracy, level of detail and understandability of the\\
6\tabcellsep Information quality\tabcellsep information delivered by ITES.\\
\tabcellsep \tabcellsep Interoperability is the level to which users are able to access and complete different ITES\\
7\tabcellsep Interoperability\tabcellsep from the same portal or website.\\
\tabcellsep \tabcellsep Privacy is the degree to which the personal information of users is protected via effective\\
8\tabcellsep Privacy\tabcellsep mechanisms including monitoring of inconsistent access attempts.\\
\tabcellsep \tabcellsep Response time factor is related with the level to which ITES response time is consistent at\\
9\tabcellsep Response time\tabcellsep different times and acceptable.\\
10\tabcellsep Security\tabcellsep Security factor reflects the adequacy of security features implemented in the ITES.\\
11\tabcellsep Service reliability\tabcellsep \\
12\tabcellsep Service usability\tabcellsep \end{longtable} \par
 
\caption{\label{tab_1}}\end{figure}
 			\footnote{© 2015 Global Journals Inc. (US)} 		 		\backmatter   			 
\subsection[{Acknowledgement}]{Acknowledgement} 			  			  				\begin{bibitemlist}{1}
\bibitem[Hazilah Abd Manaf et al. ()]{b77}\label{b77} 	 		‘A conceptual framework for understanding and measuring perceived service quality in net-based customer support systems’.  		 			N Hazilah Abd Manaf 		,  		 			K Ahmad 		,  		 			S Ahmed 		.  	 	 		\textit{CollECTeR LatAm Conference},  				 (Burgess; Santiago, Chile)  		2013. 2004. 5 p. .  	 	 (Critical factors of service quality in a graduate school of Malaysia) 
\bibitem[Parasuraman et al. ()]{b40}\label{b40} 	 		‘A conceptual model of service quality and its implications for future research’.  		 			V A Parasuraman 		,  		 			L L Zeithaml 		,  		 			Berry 		.  	 	 		\textit{The journal of marketing}  		1985. p. .  	 
\bibitem[Sedera and Gable ()]{b72}\label{b72} 	 		\textit{A factor and structural equation analysis of the enterprise systems success measurement model},  		 			D Sedera 		,  		 			G Gable 		.  		2004.  	 
\bibitem[Sedera and Gable ()]{b79}\label{b79} 	 		‘A factor and structural equation analysis of the enterprise systems success measurement model’.  		 			D Sedera 		,  		 			G Gable 		.  	 	 		\textit{ICIS 2004 Proceedings},  				2004. p. 36.  	 
\bibitem[Ho and Wearn ()]{b76}\label{b76} 	 		‘A higher education TQM excellence model: HETQMEX’.  		 			S K Ho 		,  		 			K Wearn 		.  	 	 		\textit{Quality assurance in education}  		1996. 4 p. .  	 
\bibitem[Shahzad et al. ()]{b24}\label{b24} 	 		‘A probabilistic model for risk forecasting in medical informatics’.  		 			B Shahzad 		,  		 			A B Abdullah 		,  		 			A S Al-Mudimigh 		.  	 	 		\textit{10th WSEAS International Conference on Software Engineering Parallel and distributed Systems), Held at},  				 (Cambridge, UK)  		2011.  	 
\bibitem[Alanezi et al. ()]{b55}\label{b55} 	 		‘A proposed instrument dimensions for measuring e-government service quality’.  		 			M A Alanezi 		,  		 			A Kamil 		,  		 			S Basri 		.  	 	 		\textit{International Journal of u-and e-Service}  		2010. 3 p. .  	 
\bibitem[Li and Suomi ()]{b50}\label{b50} 	 		‘A proposed scale for measuring e-service quality’.  		 			H Li 		,  		 			R Suomi 		.  	 	 		\textit{Science and Technology}  		2009. 2 p. .  	 	 (International Journal) 
\bibitem[Lepmets et al. ()]{b59}\label{b59} 	 		‘A Quality Measurement Framework for IT Services’.  		 			M Lepmets 		,  		 			E Ras 		,  		 			A Renault 		.  	 	 		\textit{SRII Global Conference (SRII)},  				2011 Annual, 2011. p. .  	 
\bibitem[Mattsson ()]{b44}\label{b44} 	 		‘A service quality model based on an ideal value standard’.  		 			J Mattsson 		.  	 	 		\textit{International Journal of Service Industry Management}  		1992. 3 p. .  	 
\bibitem[Clewes ()]{b2}\label{b2} 	 		‘A student-centred conceptual model of service quality in higher education’.  		 			D Clewes 		.  	 	 		\textit{Quality in Higher Education}  		2003. 9 p. .  	 
\bibitem[Yitong et al. ()]{b53}\label{b53} 	 		‘A study on quality of experience for adaptive streaming service’.  		 			L Yitong 		,  		 			S Yun 		,  		 			M Yinian 		,  		 			L Jing 		,  		 			L Qi 		,  		 			Y Dacheng 		.  	 	 		\textit{Communications Workshops (ICC), 2013 IEEE International Conference on},  				2013. p. .  	 
\bibitem[Udo et al. ()]{b70}\label{b70} 	 		‘An assessment of customers'e-service quality perception, satisfaction and intention’.  		 			G J Udo 		,  		 			K K Bagchi 		,  		 			P J Kirs 		.  	 	 		\textit{International Journal of Information Management}  		2010. 30 p. .  	 
\bibitem[Sudan et al. ()]{b18}\label{b18} 	 		\textit{Assessing and Enhancing country competitiveness},  		 			R Sudan 		,  		 			S Ayers 		,  		 			P Dongier 		,  		 			A M Kunigami 		,  		 			S D Infrastructure 		.  		2010. The World Bank.  	 	 (The Global Opportunity in IT-Based Services) 
\bibitem[Uesugi and Services ()]{b11}\label{b11} 	 		‘Best and the Worst Times to Tweet: An Experimental Study’.  		 			S Uesugi 		,  		 			It-Enabled Services 		.  	 	 		\textit{15th International Conference on Mathematics and Computers in Business and Economics (MCBE '14)},  				2013. 2014. Springer. p. .  	 	 (Shahzad and E. Alwagait) 
\bibitem[Zeithaml et al. ()]{b49}\label{b49} 	 		\textit{Conceptual Framework for understanding e-service quality: Implications for future research and managerial practice},  		 			V A Zeithaml 		,  		 			A Parasuraman 		,  		 			A Malhotra 		.  		2000.  	 
\bibitem[Venkatesh et al. ()]{b68}\label{b68} 	 		‘Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology’.  		 			V Venkatesh 		,  		 			J Y Thong 		,  		 			X Xu 		.  	 	 		\textit{MIS quarterly}  		2012. 36 p. .  	 
\bibitem[Dabholkar ()]{b42}\label{b42} 	 		‘Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality’.  		 			P A Dabholkar 		.  	 	 		\textit{International Journal of research in Marketing}  		1996. 13 p. .  	 
\bibitem[Campbell ()]{b66}\label{b66} 	 		‘Contributions research can make in understanding organizational effectiveness’.  		 			P Campbell 		.  	 	 		\textit{Organization and Administrative Sciences}  		1976. 7  (2) .  	 
\bibitem[Lin ()]{b52}\label{b52} 	 		‘Determining the relative importance of mobile banking quality factors’.  		 			H.-F Lin 		.  	 	 		\textit{Computer Standards \& Interfaces}  		2013. 35 p. .  	 
\bibitem[Yang et al. ()]{b71}\label{b71} 	 		‘Development and validation of an instrument to measure user perceived service quality of information presenting web portals’.  		 			Z Yang 		,  		 			S Cai 		,  		 			Z Zhou 		,  		 			N Zhou 		.  	 	 		\textit{Information \& Management}  		2005. 42 p. .  	 
\bibitem[Bikfalvi et al. ()]{b56}\label{b56} 	 		‘E-Government Service Evaluation: A Multiple-item Scale for Assessing Information Quality’.  		 			A Bikfalvi 		,  		 			J L De La Rosa 		,  		 			T N Keefe 		.  	 	 		\textit{EGOV/ePart Ongoing Research},  				2013. p. .  	 
\bibitem[Hofacker et al. (ed.) ()]{b9}\label{b9} 	 		\textit{E-services: a synthesis and research agenda},  		 			F Hofacker 		,  		 			R E Goldsmith 		,  		 			E Bridges 		,  		 			E Swilley 		.  		E-Services (ed.)  		2007. Springer. p. .  	 
\bibitem[Shahzad and Safvi ()]{b35}\label{b35} 	 		‘Effective risk mitigation: a user prospective’.  		 			B Shahzad 		,  		 			S Safvi 		.  	 	 		\textit{NAUN International Journal of Mathematics And Computers In Simulation, ISSN}  		1998. 159 p. .  	 
\bibitem[Shahzad et al. ()]{b31}\label{b31} 	 		‘Empirical selection of risk identification methodology in software’.  		 			B Shahzad 		,  		 			A S Al-Mudimigh 		,  		 			Z Ullah 		.  	 	 		\textit{The 2nd IEEE International Conference on Information Management and Engineering (ICIME)},  				2010. 2010. p. .  	 
\bibitem[Shahzad et al. ()]{b34}\label{b34} 	 		‘Enhanced risk analysis-relative impact factorization’.  		 			B Shahzad 		,  		 			T Afzal 		,  		 			R Irfan 		.  	 	 		\textit{Information and Communication Technologies, 2005. ICICT 2005. First International Conference on},  				2005. p. .  	 
\bibitem[Parasuraman et al. ()]{b48}\label{b48} 	 		‘ES-QUAL a multiple-item scale for assessing electronic service quality’.  		 			A Parasuraman 		,  		 			V A Zeithaml 		,  		 			A Malhotra 		.  	 	 		\textit{Journal of service research}  		2005. 7 p. .  	 
\bibitem[Lepmets et al. ()]{b58}\label{b58} 	 		‘Extending the IT service quality measurement framework through a systematic literature review’.  		 			M Lepmets 		,  		 			A Cater-Steel 		,  		 			F Gacenga 		,  		 			E Ras 		.  	 	 		\textit{Journal of Service Science Research}  		2012. 4 p. .  	 
\bibitem[Zhao et al. ()]{b4}\label{b4} 	 		‘How service science management and engineering (SSME) can evolve to an academic discipline?’.  		 			G Zhao 		,  		 			H G Perros 		,  		 			Z Xin 		.  	 	 		\textit{International Journal of Web Engineering and Technology}  		2009. 5 p. .  	 
\bibitem[Meyer and Fähnrich ()]{b10}\label{b10} 	 		‘How to Engineer ITenabled Services’.  		 			K Meyer 		,  		 			K Fähnrich 		.  	 	 		\textit{Proceedings of First International Symposium on Service Science},  				 (First International Symposium on Service Science)  		2009. p. .  	 
\bibitem[Saaty ()]{b80}\label{b80} 	 		‘How to make a decision: the analytic hierarchy process’.  		 			T L Saaty 		.  	 	 		\textit{European journal of operational research}  		1990. 48 p. .  	 
\bibitem[Al-Mudimigh et al. ()]{b29}\label{b29} 	 		‘Identification of Methodology for Analysis of the Risk Factors in Software Development Environment’.  		 			A S Al-Mudimigh 		,  		 			B Shahzad 		,  		 			Z Ullah 		.  	 	 		\textit{Global Journal of Computer Science and Technology}  		2010. 10.  	 
\bibitem[Shahzad ()]{b19}\label{b19} 	 		‘Identification of Risk Factors in Large Scale Software Projects: A Quantitative Study’.  		 			B Shahzad 		.  	 	 		\textit{International Journal of Knowledge Society Research (IJKSR)}  		2014. 5 p. .  	 
\bibitem[Shahzad ()]{b20}\label{b20} 	 		‘Identification of Risk Factors in Large Scale Software Projects: A Quantitative Study’.  		 			B Shahzad 		.  	 	 		\textit{International Journal of Knowledge Society Research}  		2014. 5 p. .  	 
\bibitem[Shahzad and Said ()]{b21}\label{b21} 	 		‘Identification of Software Risk Factors in Large Scale Projects: A Quantitative Study’.  		 			B Shahzad 		,  		 			A M Said 		.  	 	 		\textit{Archives Des Sciences}  		2012. 65.  	 
\bibitem[George and Kumar ()]{b54}\label{b54} 	 		\textit{Impact of service quality dimensions in internet banking on customer satisfaction},  		 			A George 		,  		 			G G Kumar 		.  		2014. 41 p. .  	 	 (DECISION) 
\bibitem[Alwagait et al. ()]{b14}\label{b14} 	 		‘Impact of social media usage on students academic performance in Saudi Arabia’.  		 			B Alwagait 		,  		 			S Shahzad 		,  		 			Alim 		.  	 	 		\textit{Computers in Human Behavior}  		2014.  	 
\bibitem[Bolton and Saxena-Iyer ()]{b5}\label{b5} 	 		‘Interactive services: a framework, synthesis and research directions’.  		 			R Bolton 		,  		 			S Saxena-Iyer 		.  	 	 		\textit{Journal of Interactive Marketing}  		2009. 23 p. .  	 
\bibitem[Tan et al. ()]{b57}\label{b57} 	 		‘ITmediated customer service content and delivery in electronic governments: An empirical investigation of the antecedents of service quality’.  		 			C.-W Tan 		,  		 			I Benbasat 		,  		 			R T Cenfetelli 		.  	 	 		\textit{MIS quarterly}  		2013. 37 p. .  	 
\bibitem[Al-Ohali et al. ()]{b17}\label{b17} 	 		‘KSU News Portal: A Case Study’.  		 			Y Al-Ohali 		,  		 			A A Al-Oraij 		,  		 			B Shahzad 		.  	 	 		\textit{presented at the International Conference on Internet Computing (ICOMP'11)},  				2011.  	 
\bibitem[Roses et al. ()]{b47}\label{b47} 	 		‘Management of perceptions of information technology service quality’.  		 			L K Roses 		,  		 			N Hoppen 		,  		 			J L Henrique 		.  	 	 		\textit{Journal of Business Research}  		2009. 62 p. .  	 
\bibitem[Bates and Sangra ()]{b0}\label{b0} 	 		\textit{Managing technology in higher education: Strategies for transforming teaching and learning},  		 			T Bates 		,  		 			A Sangra 		.  		2011. Jossey-Bass.  	 
\bibitem[Shahzad and Alwagait ()]{b12}\label{b12} 	 		‘Maximization of Tweet's Viewership with respect to Time’.  		 			B Shahzad 		,  		 			E Alwagait 		.  	 	 		\textit{World Symposium on Computer Applications \& Research}  		2014. p. .  	 
\bibitem[Mayes et al. ()]{b1}\label{b1} 	 		 			T Mayes 		,  		 			D Morrison 		,  		 			H Mellar 		,  		 			P Bullen 		,  		 			M Oliver 		.  		\textit{Tansforming Higher Education Through Technology-enhanced Learning: Higher Education Academy York},  				2009.  	 
\bibitem[Pitt et al. ()]{b62}\label{b62} 	 		‘Measuring information systems service quality: concerns for a complete canvas’.  		 			L F Pitt 		,  		 			R T Watson 		,  		 			C B Kavan 		.  	 	 		\textit{MIS quarterly}  		1997. p. .  	 
\bibitem[Van Dyke et al. ()]{b64}\label{b64} 	 		‘Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire’.  		 			T P Van Dyke 		,  		 			L A Kappelman 		,  		 			V R Prybutok 		.  	 	 		\textit{MIS quarterly}  		1997. p. .  	 
\bibitem[Landrum et al. ()]{b45}\label{b45} 	 		‘Measuring IS system service quality with SERVQUAL: Users' perceptions of relative importance of the five SERVPERF dimensions’.  		 			V Landrum 		,  		 			X Prybutok 		,  		 			D Zhang 		,  		 			Peak 		.  	 	 		\textit{Informing Science: the International Journal of an Emerging Transdiscipline}  		2009. 12 p. .  	 
\bibitem[Abdullah ()]{b75}\label{b75} 	 		‘Measuring service quality in higher education: HEdPERF versus SERVPERF’.  		 			F Abdullah 		.  	 	 		\textit{Marketing Intelligence \& Planning}  		2006. 24 p. .  	 
\bibitem[Cronin and Taylor ()]{b41}\label{b41} 	 		\textit{Measuring service quality: a reexamination and extension},  		 			J J CroninJr 		,  		 			S A Taylor 		.  		1992. p. .  	 	 (The journal of marketing) 
\bibitem[Swaid and Wigand ()]{b51}\label{b51} 	 		‘Measuring the quality of e-service: Scale development and initial validation’.  		 			S I Swaid 		,  		 			R T Wigand 		.  	 	 		\textit{Journal of Electronic Commerce Research}  		2009. 10 p. .  	 
\bibitem[Parasuraman et al. ()]{b39}\label{b39} 	 		‘More on improving service quality measurement’.  		 			L L Parasuraman 		,  		 			V A Berry 		,  		 			Zeithaml 		.  	 	 		\textit{Journal of retailing}  		1993. 69 p. .  	 
\bibitem[Sharif and Kassim ()]{b73}\label{b73} 	 		‘Non-academic service quality: comparative analysis of students and faculty as users’.  		 			N M Sharif 		,  		 			Kassim 		.  	 	 		\textit{Journal of Marketing for Higher Education}  		2012. 22 p. .  	 
\bibitem[Kettinger and Lee ()]{b61}\label{b61} 	 		‘Perceived service quality and user satisfaction with the information services function*’.  		 			W J Kettinger 		,  		 			C C Lee 		.  	 	 		\textit{Decision sciences}  		1994. 25 p. .  	 
\bibitem[Davis ()]{b67}\label{b67} 	 		‘Perceived usefulness, perceived ease of use, and user acceptance of information technology’.  		 			F D Davis 		.  	 	 		\textit{MIS quarterly}  		1989. p. .  	 
\bibitem[Parasuraman et al. ()]{b78}\label{b78} 	 		‘Reassessment of expectations as a comparison standard in measuring service quality: implications for further research’.  		 			A Parasuraman 		,  		 			V A Zeithaml 		,  		 			L L Berry 		.  	 	 		\textit{the Journal of Marketing}  		1994. p. .  	 
\bibitem[Parasuraman et al. ()]{b38}\label{b38} 	 		‘Refinement and reassessment of the SERVQUAL scale’.  		 			A Parasuraman 		,  		 			L L Berry 		,  		 			V A Zeithaml 		.  	 	 		\textit{Journal of retailing}  		1991.  	 
\bibitem[Shahzad et al. ()]{b28}\label{b28} 	 		‘Risk Identification and Preemptive Scheduling In Software Development Life Cycle’.  		 			B Shahzad 		,  		 			A S Al-Mudimigh 		,  		 			Z Ullah 		.  	 	 		\textit{Global Journal of Computer Science and Technology}  		2010. 10.  	 
\bibitem[Shahzad and Al-Mudimigh ()]{b27}\label{b27} 	 		‘Risk Identification, Mitigation and Avoidance Model for Handling Software Risk’.  		 			B Shahzad 		,  		 			A S Al-Mudimigh 		.  	 	 		\textit{Computational Intelligence, Communication Systems and Networks (CICSyN), 2010 Second International Conference on},  				2010. p. .  	 
\bibitem[Shahzad and Safvi ()]{b26}\label{b26} 	 		‘Risk mitigation and management scheme based on risk priority’.  		 			B Shahzad 		,  		 			S A Safvi 		.  	 	 		\textit{Global journal of computer science and technology}  		2010. 10.  	 
\bibitem[Landrum et al. ()]{b46}\label{b46} 	 		‘SERVCESS: A parsimonious instrument to measure service quality and information system success’.  		 			V R Landrum 		,  		 			L A Prybutok 		,  		 			X Kappelman 		,  		 			Zhang 		.  	 	 		\textit{Quality Management Journal}  		2008. 15.  	 
\bibitem[Wu and Wu ()]{b7}\label{b7} 	 		‘Service engineering: an interdisciplinary framework’.  		 			L.-C Wu 		,  		 			L.-H Wu 		.  	 	 		\textit{Journal of Computer Information Systems}  		2010. 51 p. 14.  	 
\bibitem[Conger et al. ()]{b6}\label{b6} 	 		\textit{Service Quality Measurement: Past and Future},  		 			S Conger 		,  		 			W Hefley 		,  		 			S Galup 		,  		 			R Dattero 		.  		2012.  	 
\bibitem[Seth et al. ()]{b37}\label{b37} 	 		‘Service quality models: a review’.  		 			N Seth 		,  		 			S Deshmukh 		,  		 			P Vrat 		.  	 	 		\textit{International Journal of Quality \& Reliability Management}  		2005. 22 p. .  	 
\bibitem[Pitt et al. ()]{b65}\label{b65} 	 		‘Service quality: a measure of information systems effectiveness’.  		 			L F Pitt 		,  		 			R T Watson 		,  		 			C B Kavan 		.  	 	 		\textit{MIS quarterly}  		1995. p. .  	 
\bibitem[Kassim and Zain ()]{b74}\label{b74} 	 		‘Service quality: Gaps in the college of business’.  		 			N M Kassim 		,  		 			M Zain 		.  	 	 		\textit{Services Marketing Quarterly}  		2010. 31 p. .  	 
\bibitem[Asubonteng et al. ()]{b63}\label{b63} 	 		‘SERVQUAL revisited: a critical review of service quality’.  		 			P Asubonteng 		,  		 			K J Mccleary 		,  		 			J E Swan 		.  	 	 		\textit{Journal of Services marketing}  		1996. 10 p. .  	 
\bibitem[Shahzad ()]{b16}\label{b16} 	 		‘Smartphone's Popularity Measurement by Investigating Twitter Profiles’.  		 			A Basit Shahzad 		.  	 	 		\textit{2013 Third World Congress on Information and Communication Technologies (WICT)},  				2013. p. .  	 
\bibitem[Shahzad et al. ()]{b32}\label{b32} 	 		‘Software risk identification and mitigation in incremental model’.  		 			B Shahzad 		,  		 			I Ullah 		,  		 			N Khan 		.  	 	 		\textit{Information and Multimedia Technology},  				2009. 2009. p. .  	 
\bibitem[Mathkour et al. ()]{b25}\label{b25} 	 		‘Software Risk Management and Avoidance Strategy’.  		 			I Mathkour 		,  		 			B Shahzad 		,  		 			S Al-Wakeel 		.  	 	 		\textit{presented at the International Conference on Machine Learning and Computing},  				 (Singapore)  		2011.  	 
\bibitem[Shahzad ()]{b33}\label{b33} 	 		‘Software Risk Management-Prioritization of frequently occurring Risk in Software Development Phases’.  		 			B Shahzad 		,  		 			J 		.  	 	 		\textit{2nd International Conference on Information and Communication Technology (ICICT2007)},  				2007. p. .  	 	 (Using Relative Impact Risk Model) 
\bibitem[Shahzad et al. ()]{b30}\label{b30} 	 		‘Statistical methods for sustainable risk identification methodologies’.  		 			A Shahzad 		,  		 			A S Al-Mudimigh 		,  		 			Z Ullah 		.  	 	 		\textit{Information Management and Engineering (ICIME)},  				2010. 2010. p. .  	 	 (The 2nd IEEE International Conference on) 
\bibitem[Card and Jones ()]{b60}\label{b60} 	 		‘Status report: practical software measurement’.  		 			D N Card 		,  		 			C L Jones 		.  	 	 		\textit{Quality Software, 2003. Proceedings. Third International Conference on},  				2003. p. .  	 
\bibitem[Wilkins et al. ()]{b3}\label{b3} 	 		‘Student satisfaction and student perceptions of quality at international branch campuses in the United Arab Emirates’.  		 			S Wilkins 		,  		 			M Stephens 		,  		 			J Balakrishnan 		,  		 			Huisman 		.  	 	 		\textit{Journal of Higher Education Policy and Management}  		2012. 34 p. .  	 
\bibitem[Shahzad and Alwagait ()]{b22}\label{b22} 	 		‘Ten most catastrophic risks in medium and large scale software’.  		 			B Shahzad 		,  		 			E Alwagait 		.  	 	 		\textit{Journal of Science series Data Report}  		2012. 4 p. .  	 
\bibitem[Delone ()]{b69}\label{b69} 	 		‘The DeLone and McLean model of information systems success: a ten-year update’.  		 			W H Delone 		.  	 	 		\textit{Journal of management information systems}  		2003. 19 p. .  	 
\bibitem[Fähnrich ()]{b8}\label{b8} 	 		‘The Project ServCASE-Software-Service Codesign for IT-Enabled Services’.  		 			K.-P Fähnrich 		.  	 	 		\textit{HCI International 2005},  				2005.  	 
\bibitem[Shahzad et al. ()]{b23}\label{b23} 	 		‘Trivial model for mitigation of risks in software development life cycle’.  		 			B Shahzad 		,  		 			Y Al-Ohali 		,  		 			A Abdullah 		.  	 	 		\textit{International Journal of the Physical Sciences}  		2011. 6 p. .  	 
\bibitem[Shahzad et al. ()]{b36}\label{b36} 	 		‘Using Wage Rate Analysis to Determine Software Project Scale’.  		 			B Shahzad 		,  		 			R Aziz 		,  		 			A M Said 		.  	 	 		\textit{Research Journal of Applied Sciences, Engineering and Technology}  		2014. 8 p. .  	 
\bibitem[Shahzad and Alwagait ()]{b15}\label{b15} 	 		‘Utilizing Technology in Education Environment: A Case Study’.  		 			B Shahzad 		,  		 			E Alwagait 		.  	 	 		\textit{Information Technology: New Generations (ITNG), 2013 Tenth International Conference on},  				2013. p. .  	 
\bibitem[Loiacono et al. ()]{b43}\label{b43} 	 		‘WebQual: an instrument for consumer evaluation of web sites’.  		 			E T Loiacono 		,  		 			R T Watson 		,  		 			D L Goodhue 		.  	 	 		\textit{International Journal of Electronic Commerce}  		2007. 11 p. .  	 
\bibitem[Alwagait and Shahzad ()]{b13}\label{b13} 	 		‘When are Tweets Better Valued? An Empirical Study’.  		 			B Alwagait 		,  		 			Shahzad 		.  	 	 		\textit{Journal of Universal Computer Science}  		2014. 20 p. .  	 
\end{bibitemlist}
 			 		 	 
\end{document}
