Measuring the performance of service delivery Systems: with application to software industry and banking in India

This research designs information technology (IT) adoption in service system. It determines the role of IT in determining the performance of service delivery processes. It addresses the concept of IT adoption and discusses the design of the key parameters/elements. Based on a detailed questionnaire survey along with case studies, it outlines how IT can be implemented successful-ly. Its sole purpose is to help establish whether or not IT adoption improves service quality and firm performance