Assessing critical success factors (CSFs) and quality of service: An empirical study based on Singapore companies

ABSTRACT

Research in the U.S. has revealed that quality service has become a critical success factor (CSF) for Information Systems (IS) departments in U.S. organisations. This report examines whether quality service is critical to the IS departments in Singapore organisations. To achieve the purpose, the findings of previous research regarding CSFs in IS departments has been examined with a view to identifying a set of CSFs that include quality related CSFs. This is followed by a survey of Singapore firms’ executives in charge of IS departments. The findings show that while there are some differences across the two studies, overall the ratings of this study and the U.S. study are closely correlated.